Managing a Successful Call Center

Jul 31, 2018 11:00am -
Jul 31, 2018 01:00pm
(GMT-5)

Event Description

Call Centers create a competitive advantage for organizations that learn to create them well; whether there are two or two hundred people answering calls. In most instances, calls are answered by an (AVRS) automated voice response system allowing the caller to participate in determining where they need to be routed. This streamlines the process; routing the person to the agent best suited to assisting the caller. While this process makes sense for the business, do callers become frustrated with being stuck in an endless loop of options to choose from so that when an agent comes on the line they are met by a frustrated caller?

There are three key factors that must be present in order to deliver on an exceptional Call Center experience for members. The Call Center must employ effective people, have effective internal processes and have effective information technology. The primary focus for Call Center managers is to learn how to make these key factors work together effectively to deliver on the promise of a world class service delivery proposition.

This webinar is intended to assist Call Center Managers in ensuring they have well-trained agents in the Call Center who execute their responsibilities and duties effectively, the Call Center's internal processes are top-notch and they know how to effectively use the technology.

In addition, Call Center managers will learn the art of coaching for improved agent performance while creating an environment that inspires and rewards high performance.

What You Will Learn:

  • Establish training curriculum for Call Center Agents
  • Determine and Institute a Call Flow Guide
  • Create a motivational work environment
  • Build consistency between agents
  • Decrease member dissatisfaction
  • Reduce excessive call times
  • Practice Coaching techniques that increase agent performance

Who Should Attend?

Call Center Managers, Trainers, Supervisors will all benefit from this webinar.

REGISTRATION OPTIONS

If you are having issues with registering online, please contact CBAO's Education & Training Coordinator, Lianne Simeone, (614) 610-1877.


Event Type:Webinar &/or On-Demand Link/CD
Early registration ends on Jul 12, 2018.
Regular registration starts on Jul 13, 2018 and ends on Jan 30, 2019.
Late registration starts on Jan 31, 2019.
(GMT-05:00) Eastern Time (US & Canada)

 

Registration Fees
Fee TypeEarlyRegularLate
 Live Webinar
Member Fee: $265.00$265.00$290.00
Non-Member Fee: $400.00$400.00$425.00
 Additional Hookups
Member Fee: $175.00$175.00$175.00
Non-Member Fee: $260.00$260.00$260.00
 On Demand Link & "FREE" CD Rom
Member Fee: $345.00$345.00$345.00
Non-Member Fee: $490.00$490.00$490.00
 Both Live & On Demand Link (Includes CD Rom)
Member Fee: $395.00$395.00$420.00
Non-Member Fee: $600.00$600.00$625.00