Los Angeles, CA (PRWEB) December 10, 2012
BenchmarkPortal will be hosting the first Call Center Management Certification Workshop of the new year in Orlando, FL, January 22-24, 2013. This course 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.
"I was surprised on how well the course was put together. It provides info relevant to small and large call centers," said Mike Rooks, Call Center Supervisor, Nevada Adult Day Care. "The course provides an indirect approach to the top call center concerns and validates all info that is given. If you run a call center this course is a must. Not only will you learn from the course, but every one else brings their info to the class and you can use them as a reference."
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.
BenchmarkPortal’s founders pioneered the first contact center benchmarking study in 1995. Now custodian of the largest database of contact center metrics in the world, BenchmarkPortal is a leader in certification, training, consulting and research for the customer contact industry. Its team of professionals has gained international recognition for expertise and innovation in best practices. BenchmarkPortal’s mission is to help management optimize the performance of their center in terms of both cost and quality, encourage customer loyalty and build enterprise value. For more information on BenchmarkPortal, call 1-800-214-8929 or visit http://www.BenchmarkPortal.com.