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Course
Contact Center Management
International Customer Management Institute
Median earnings
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Cost
$1,999
Duration
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Completion
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This class provides the practical information you need to hone your contact center’s resource and technology planning, leverage strategic planning and partnerships, build a comprehensive customer access strategy, drive continuous improvement, and build a business case for the resources you need to meet your organization’s most critical goals.
Assess contact center value contributions and define strategic opportunities for organizational impactDevelop a Customer Access Strategy to guide contact center operations, technology decisions, and performance metricsAnalyze the relationship between service level and quality to balance operational performance in contact center managementImplement a resource planning and management process to forecast staffing needs and manage contact center operationsApply performance metrics and stakeholder requirements to evaluate and communicate contact center effectivenessLeverage technology solutions to align contact center operations with business goals and customer experience strategiesEstablish real-time management guidelines to support operational decision-making and service recovery in contact centersApply continuous improvement principles to address performance challenges in contact center operationsDevelop business cases to identify and solve contact center performance gaps