This set of five course modules will introduce the Team Leader/Supervisor to the most important concepts and processes in the contact center environment. This online course reflects the ever-growing importance of managing to the numbers along with ensuring that sound contact center processes are in place to gauge and manage the customer experience, while at the same time ensuring internal productivity and efficiency.

The following topics will be covered in this online course:

• Managing to the Numbers
  
• Hearing the Voice of the customer
  
• Quality Management & Monitoring
  
• Forecasting, Staffing & Scheduling
  
• Managing Teams and Agent Performance

Each course module is 60-75 minutes in length. Additionally, a workbook of the key course concepts, brand case studies and quizzes for each module will accompany the course presentations. Participants must complete all five modules and pass a final assessment to receive a certificate of completion.

Registration Rates:

• SOCAP Member: $300
• Non-Member: $450