Call Center Management Training Courses and Workshops

Schools providing training courses, certificates, diplomas or degree programs of Call Center Management




Total 39 training courses and degree programs available around the world.

HDI Support Center Director (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

Gaining senior management support and effectively communicating the pivotal role of the support center is crucial to any support operation&,#146,s success. For this reason, the support center director must serve as a support leader and strategically align the support center to the organization.

In this course for support center directors, you will learn to develop and execute strategic plans that will take your organization to the next level. You will discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.

This course is designed to assist you in preparing for the HDI Support Center Director (HDI-SCD) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

What You&,#146,ll Learn

Assessment strategies for the support center Read More]

Avaya Aura Contact Center Administration

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

This course is designed for personnel responsible for administering and managing Avaya Aura® Contact Center Administration. In this course, you will learn how to access Contact Center Manager Administration, and configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. You will learn how to configure administrators through the multiple components of Access and Partition Management and how to bulk load data into the CCMA using the Configuration Tool. This course covers the CCMA interface and the acquisition of resources. Different methods of system management are discussed, including viewing, creating, and modifying tabular and graphical real time displays, and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports.

Content
1. Contact Center Manager Administration Access
2. Administering CCMA Resources
3. Threshold Classes
4. Call Presentation Classes
5. Skillsets
6. Contact Center Management: Agents and Supervisors
7. Contact Center ... [Read More]

HDI Support Center Director (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

Gaining senior management support and effectively communicating the pivotal role of the support center is crucial to any support operation&,#146,s success. For this reason, the support center director must serve as a support leader and strategically align the support center to the organization.

In this course for support center directors, you will learn to develop and execute strategic plans that will take your organization to the next level. You will discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.

This course is designed to assist you in preparing for the HDI Support Center Director (HDI-SCD) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

What You&,#146,ll Learn

Assessment strategies for the support center Read More]

Avaya Aura Contact Center Administration

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

This course is designed for personnel responsible for administering and managing Avaya Aura® Contact Center Administration. In this course, you will learn how to access Contact Center Manager Administration, and configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. You will learn how to configure administrators through the multiple components of Access and Partition Management and how to bulk load data into the CCMA using the Configuration Tool. This course covers the CCMA interface and the acquisition of resources. Different methods of system management are discussed, including viewing, creating, and modifying tabular and graphical real time displays, and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports.

Content
1. Contact Center Manager Administration Access
2. Administering CCMA Resources
3. Threshold Classes
4. Call Presentation Classes
5. Skillsets
6. Contact Center Management: Agents and Supervisors
7. Contact Center ... [Read More]

Avaya Aura Contact Center Administration

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge UK
Training Center(s)/Venue(s): Aberdeen, Bath, Bristol, Leeds, London, Wokingham, United Kingdom
  V

This course is designed for personnel responsible for administering and managing Avaya Aura® Contact Center Administration. In this course, you will learn how to access Contact Center Manager Administration, and configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. You will learn how to configure administrators through the multiple components of Access and Partition Management and how to bulk load data into the CCMA using the Configuration Tool. This course covers the CCMA interface and the acquisition of resources. Different methods of system management are discussed, including viewing, creating, and modifying tabular and graphical real time displays, and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports.

Content
1. Contact Center Manager Administration Access
2. Administering CCMA Resources
3. Threshold Classes
4. Call Presentation Classes
5. Skillsets
6. Contact Center Management: Agents and Supervisors
7. Contact Center ... [Read More]

Support Centre Manager (SCM) (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: DDLS
Training Center(s)/Venue(s): Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia
  V

This certification verifies that the support centre manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organisation while strategically aligning with the needs of the business. The support centre manager is responsible for executing the operational and tactical plans of the support organisation while satisfying customer and business needs.

Support Centre Manager training explores how the support centre’s strategy drives everything the support centre does: service delivery, infrastructure implementation, operational processes, workforce management, and support centre marketing.

Designed for both new and experienced support centre managers, this course helps support centre managers satisfy operational demands and build a support centre that aligns with the organisation, adds value to the business, and delivers on its commitments.

The HDI Certification Exam is included in all HDI Public Training Courses.

Key Topics

Unit 1: The S... [Read More]

Call Center Management (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: GlobalKnowledge PH, Inc.
Training Center(s)/Venue(s): Mandaluyong City, Philippines

GlobalKnowledge inviting you to attend...
Call Center Management Training on
October 1-2, 2014
Investment: P9,895

For more details email me at eda.globalknowledge@gmail.com

Thank You &, Regards.

Call Centre Management

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: New Horizons Learning Centres of Australia
Training Center(s)/Venue(s): Brisbane, Cairns, Hobart, Melbourne, Perth, Sydney, Australia
  V

Manage an inbound call center, measure quality and performance, and motivate call center staff.
Outline:

Module 1: Call center fundamentals

Establishing a call center
Discussing call center fundamentals
Understanding the benefits of a call center
Understanding the functions of a call center
Setting up the call center
Understanding the process
Discussing initial considerations

Module 2: Call center technology

Service and information technology
Selecting automatic call distributors
Identifying the benefits of skill-based routing
Choosing technologies to manage and monitor calls
Call load and staffing
Forecasting call volume and staffing

Module 3: Employee motivation and monitoring

Employee motivation
Identifying ways to motivate employees
Applying techniques for motivating employees
Communication with employees
Understanding communication guidelines
... [Read More]

Call Center Management (Diploma)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Rasmussen College - ND Campuses
Training Center(s)/Venue(s): Bismarck, Fargo, United States
  V

Call centers are a fast-paced and critical element of many successful businesses. In fact, call centers can be the main point of company and customer interaction, which is why skilled and knowledgeable managers who understand the intricacies of call centers remain in demand. Our Business Management Associate’s degree with a specialization in Call Center Management prepares you to enter this industry with the experience and industry-specific knowledge you need to succeed, including the dynamics behind communication strategies, creative problem solving, and managing internal communications.

Your critical thinking, problem solving, and team building skills developed through projects designed to simulate an actual call center environment will give you the unique competencies that call center employers seek in their employees.

You can also choose to further your education and easily transfer into our Business Management Bachelor’s degree to enhance your understanding of business practices, concepts, and theories.

Call Center Management (Diploma)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Rasmussen College - IL Campuses
Training Center(s)/Venue(s): Aurora, Rockford, Romeoville, Mokena, United States
  V

Call centers are a fast-paced and critical element of many successful businesses. In fact, call centers can be the main point of company and customer interaction, which is why skilled and knowledgeable managers who understand the intricacies of call centers remain in demand. Our Business Management Associate’s degree with a specialization in Call Center Management prepares you to enter this industry with the experience and industry-specific knowledge you need to succeed, including the dynamics behind communication strategies, creative problem solving, and managing internal communications.

Your critical thinking, problem solving, and team building skills developed through projects designed to simulate an actual call center environment will give you the unique competencies that call center employers seek in their employees.

You can also choose to further your education and easily transfer into our Business Management Bachelor’s degree to enhance your understanding of business practices, concepts, and theories.

Call Center Management (Diploma)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Rasmussen College - WI Campuses
Training Center(s)/Venue(s): Appleton, Green Bay, Wausau, United States
  V

Call centers are a fast-paced and critical element of many successful businesses. In fact, call centers can be the main point of company and customer interaction, which is why skilled and knowledgeable managers who understand the intricacies of call centers remain in demand. Our Business Management Associate’s degree with a specialization in Call Center Management prepares you to enter this industry with the experience and industry-specific knowledge you need to succeed, including the dynamics behind communication strategies, creative problem solving, and managing internal communications.

Your critical thinking, problem solving, and team building skills developed through projects designed to simulate an actual call center environment will give you the unique competencies that call center employers seek in their employees.

You can also choose to further your education and easily transfer into our Business Management Bachelor’s degree to enhance your understanding of business practices, concepts, and theories.

Call Center Management (Diploma)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Rasmussen College - FL Campuses
Training Center(s)/Venue(s): Fort Myers, New Port Richey, Ocala, Tampa, United States
  V

Call centers are a fast-paced and critical element of many successful businesses. In fact, call centers can be the main point of company and customer interaction, which is why skilled and knowledgeable managers who understand the intricacies of call centers remain in demand. Our Business Management Associate’s degree with a specialization in Call Center Management prepares you to enter this industry with the experience and industry-specific knowledge you need to succeed, including the dynamics behind communication strategies, creative problem solving, and managing internal communications.

Your critical thinking, problem solving, and team building skills developed through projects designed to simulate an actual call center environment will give you the unique competencies that call center employers seek in their employees.

You can also choose to further your education and easily transfer into our Business Management Bachelor’s degree to enhance your understanding of business practices, concepts, and theories.

Call Center Management (Diploma)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Rasmussen College - MN Campuses
Training Center(s)/Venue(s): Blaine, Bloomington, Brooklyn Park, Eagan, Lake Elmo, Mankato, Moorhead, St. Cloud, United States
  V

Call centers are a fast-paced and critical element of many successful businesses. In fact, call centers can be the main point of company and customer interaction, which is why skilled and knowledgeable managers who understand the intricacies of call centers remain in demand. Our Business Management Associate’s degree with a specialization in Call Center Management prepares you to enter this industry with the experience and industry-specific knowledge you need to succeed, including the dynamics behind communication strategies, creative problem solving, and managing internal communications.

Your critical thinking, problem solving, and team building skills developed through projects designed to simulate an actual call center environment will give you the unique competencies that call center employers seek in their employees.

You can also choose to further your education and easily transfer into our Business Management Bachelor’s degree to enhance your understanding of business practices, concepts, and theories.

Inbound Call Center Management

Course Format: Online / Virtual Classroom / Webinar
School/Trainer: Continuing and Innovative Education at The University of Texas at Austin
Training Center(s)/Venue(s): Austin, United States
  V

Inbound Call Centers can make or break an organization. Call center employees are usually the major, or only, contact customers have with your organization. This program shows ways to create a strong call center that not only handles customer concerns, but can also generate revenue and be a role in the financial success of the company. In these courses, you will learn how to manage a call center successfully by becoming well-versed in current and future call center technology, learning motivating techniques for call center team members, hiring the right people, and creating call center performance metrics. This program includes several short programs that focus on issues specific to call centers such as efficiency, hiring, absenteeism, reward incentives, and more.

The Inbound Call Center Management online courses consists of 15 instructional hours and awards 1.5 CEU’s. It includes seven of the Business Impact series modules, ranging from four to seven minutes each.

Call Center / Customer Services (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Florida National College
Training Center(s)/Venue(s): Hialeah, Miami, United States

This program provides a basic knowledge and hands-on practice in the skills required
in a customer service/call center environment. The CSS Certificate prepares students
for immediate employment in a customer service/call center environment. Florida
National College awards a Certificate upon completion of the program.

Managing Customer Care

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: Catalyst Learning & Development
Training Center(s)/Venue(s): London, United Kingdom
  V

What are customer needs?
􀂃
Internal and external customers
􀂃
Understanding their wants and needs
􀂃
The difference between spoken and unspoken needs
Responding effectively to service failures
􀂃
A simple model for service recovery
􀂃
Ensuring an appropriate response
􀂃
Saving time and money with targeted responses
Providing support for effective customer service
􀂃
Developing and using systems
􀂃
Ensuring appropriate procedures are in place
􀂃
Determining, communicating and monitoring standards
Course Features
You will develop practical insights into the meaning of customer care using discussion, exercises, case studies and sharing past experiences. You will practise the inter-personal skills needed when dealing with customers, both internal and external.

Designing Six Sigma Support Centers

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: RCCSP
Training Center(s)/Venue(s): Western Springs, United States
  V

Every type of contact center is complex and requires well-designed, quality-oriented processes to perform satisfactorily. Applying science to service processes can ensure that your support center performs at optimum levels.

Six Sigma is a rigorous and proven business methodology that uses data and statistical analysis to improve business performance. With the goal of increasing performance by eliminating mistakes, waste, and rework, Six Sigma provides a means to identify and prevent process variation -- or defects -- to improve predictability and success of business processes.

Applied to support centers, designing for Six Sigma is a proactive approach to maintaining your call center or help desk performance at an optimal level. Engineering or re-engineering your center to Six Sigma standards of quality can result in peak performance, lower costs, minimal wait times, and high customer satisfaction. This course covers proactive design approaches using Six Sigma centered methods. Participants will learn to apply science, engineering tools, techniques, and me... [Read More]

Managing Call Center Telecom Costs

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: RCCSP
Training Center(s)/Venue(s): Western Springs, United States
  V

This intensive, hands-on training course focuses on telecom expense management strategies for contact centers and other telecommunication-intensive environments. Specific strategies to integrate expense management options, budget management objectives and managing contracts as financial tools will be explored and discussed. Proven financial management strategies and techniques for their implementation will be shared. Hands-on analysis of your invoices and contracts to establish cost and usage baselines, and to identify overcharges and invoicing errors. The cost baseline establishes trending of services and usage and their respective costs. Invoice overcharge identification initializes the ongoing practice of budget protection. techniques for correcting invoicing errors, mitigating contract and relationship disputes, and managing the overall business relationship with your service providers. Seeking and maintaining parity in a business relationship with service providers is dependent on identifying and executing dispute and relationship management strategies that offer you ... [Read More]

Call Center Management Certification

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: RCCSP
Training Center(s)/Venue(s): Western Springs, United States
  V

This 5-day learning experience is perfect for management professionals making a lateral move to a call center, as well as those charged with building a new call center or improving an existing one.

The course presents the ’big picture", and introduces attendees to the component parts, job roles, and performance factors that make up today’s world-class call center. You’ll learn how calls flow into and through the center, and how your call center’s service product affects customers. Having built a solid foundation and understanding of contact center structure and purpose, the curriculum then focuses on comprehensive skills and knowledge necessary to manage the day-to-day operations of a contact center. Course content covers tactical in-the-trenches management responsibilities, from the most fundamental tasks of hiring, training, coaching, maintaining morale, forecasting, scheduling, and using performance metrics; all the way through quality assurance, cost management, strategy, leadership and more.

Each participant is put through the p... [Read More]

Call Center Management

Course Format: Online / Virtual Classroom / Webinar
School/Trainer: Webucator
Training Center(s)/Venue(s): Jamesville, United States
  V


This Managing a Call Center training course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers’ typical responsibilities, and determine the necessary technologies needed to best serve the company’s customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center’s performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs.

Class Goals
•Learn how to establish a call center.
•Learn about the technologies that affect call centers.
•Learn to reduce th... [Read More]

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