Santa Barbara, CA (PRWEB) April 10, 2012
BenchmarkPortal (http://www.benchmarkportal.com.) is announcing Boston, MA as the host city for its next contact center training workshop. The management certification workshop is composed of information-rich modules that offer lectures, discussions and learning activities in the form of case studies that examine practical problem solving and current best practices. Originally developed by Dr. Jon Anton of Purdue University, the curriculum has been expanded and updated by Bruce Belfiore, Dean of the College, Lead Instructor Dayne Petersen and a selected staff of industry experts.
The course focuses on specific areas of call center management that include organizational leadership, human resources, quality monitoring, customer satisfaction, the basics of WFM forecasting and scheduling, call center technologies, technology-enabled processes, knowledge management, caller self-service, analytics and reporting, and benchmarking.
Small class size allows for one-on-one interaction with the instructors, as well as networking opportunities with colleagues and industry peers. Participants also leave with “take aways” that are meant to enable them to make a real difference in their centers.
Participants in these workshops typically include Call Center Managers, Directors and Vice Presidents. The courses are designed to enable these leaders to better manage their call centers and strengthen relationships with other departments. Every attendee receives complete course documentation and a comprehensive workbook.
All call center training courses by BenchmarkPortal include access to a complimentary Benchmarking Report and web-ex style presentation of the individual’s benchmarking results with their College instructor, following the course. Managers report that they really appreciate the combination of interactive classroom work along with personalized focus on individual needs and challenges. This approach is considered to be unique to BenchmarkPortal's College of Call Center Excellence training.
True quality call centers exist as a result of quality training. BenchmarkPortal helps your employees get the training they need, so that your call center performs at the levels you and your superiors expect.
View more information about BenchmarkPortal’s Call Center Training - Management Certification (http://www.benchmarkportal.com/store/call-center-training-courses/call-center-management-certification-boston-2012).
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, industry reports and consulting. The BenchmarkPortal team of professionals has gained international recognition for its expertise and an innovative approach to best practices for the contact center industry and hosts the world’s largest database of contact center metrics. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value. For more information on BenchmarkPortal please call 1-800-214-8929 or visit http://www.benchmarkportal.com.