Contact Center Management Seminar Headed to San Juan, Puerto Rico

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Essential Skills and Knowledge for Effective Incoming Call Center Management, a 2-day public seminar, is coming to San Juan, Puerto Rico, on May 10-11, 2005. This dynamic course was developed specifically for contact center supervisors, managers, and directors. Attendees will learn how to plan and manage call center resources, handle a growing variety of customer contacts, effectively use reports and measurements, and establish and meet performance objectives.

Essential Skills and Knowledge for Effective Incoming Call Center Management, a 2-day public seminar, is coming to San Juan, Puerto Rico, on May 10-11, 2005. This dynamic course was developed specifically for contact center supervisors, managers, and directors. Attendees will learn how to plan and manage call center resources, handle a growing variety of customer contacts, effectively use reports and measurements, and establish and meet performance objectives.

"There is an increased need for professional call center, help desk, and telecommunications training in Puerto Rico," says Nina Kawalek, President of the Chicago-based Resource Center for Customer Service Professionals. "More and more US-based companies are learning that they can outsource customer service operations off-shore to Puerto Rico without losing the security of our US borders and business practices."

With an increasing Latino population in the US, bilingual spanish-english customer care operations are becoming necessary. Puerto Rico is particularly well-poised to deliver customer care to spanish- and english-speaking consumers, in an American time zone, at a substantial cost savings. With the contact center industry being a Puerto Rico Industrial Development Company (PRIDCO) target for growth, establishing a call center on the island has become more attractive than ever.

"US-based companies will be looking for well-trained, qualified and certified call center management teams to handle their outsourcing needs," adds Kawalek. "This is why we believe the time is right to bring state-of-the-art call center, help desk, and telecommunications management training and certification programs to the island. Hopefully, more and more contact centers can take advantage of the 200% job training tax deduction incentives that have been established specifically to grow the industry in Puerto Rico."

Registrants based in Puerto Rico can visit the PRIDCO.com website to learn if their company qualifies for the 200% training tax deduction for contact centers.

The Essential Skills and Knowledge for Effective Incoming Call Center Management seminar, taught in english, will be held at the Caribe Hilton, May 10-11, 2005. Tuition is $1,495. A substantial "early-bird" registration discount is available to those registering prior to February 28, 2005.

For a complete agenda and registration information, visit

http://www.the-resource-center.com/seminars/icm-1.htm or contact the Resource Center for Customer Service Professionals at (708) 246-0320. For upcoming call center, help desk, and telecommunications training schedules in Puerto Rico and the Caribbean, sign up for the Resource Center's e-mail notification service at http://www.the-resource-center.com.

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