Overview
Building skills for the key roles for ITES/IT IS/BPO at AM, Manager and Supervisor levels are of utmost importance for any organization. We are looking a new offerings from The Call Center School and QAI to enhancing the skills.
We are specifically looking at building the key skills for these roles through programs like:-
- Effective Transaction Monitoring and Coaching for QAs
- Operations manager program
- Supervisor skills enhancement
- Customer service professionals
Benefits The webinar will help the participants in gaining understanding of:
- Understanding key statistical tools
- Roles and responsibilities of OM, Supervisors under the new business requirements
- Build competency levels of team members
- Identification of KPIs for a contact center with voice and non voice processes
- Benchmarks and standard methods to calculate these KPIs
- Impact of each KPI on the overall performance of the contact center
- Inter- relation ship of the KPIs
- Balancing the KPIs when selecting performance related metrics for an agent or team
- How to effectively carry out real time management
- Linking KPIs to overall organizational performance and strategy
- WFM metics and how to carry out Staffing and scheduling
- Tools for carrying out process improvements
- Effective Reporting dashboard preparation
Who Should Attend
- Operations Managers & AM , Quality Managers , Real time Management personnel
- Process and transition managers, QAs, Supervisors
Pre-requisites
Suggested Pre-Readings