(PRWEB) January 09, 2013
BenchmarkPortal and The College of Call Center Excellence introduce the 2013 Call Center Manager Training schedule. This 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, Chancellor of the College, Senior Instructor Dayne Petersen and Jose Perez, Dean of the college.
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 call center 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, Supervisors, 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, a comprehensive workbook, and a certificate of completion.
All call center training courses by BenchmarkPortal and The College of Call Center Excellence 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 companies get the training they need, so that call centers perform at the levels others expect.
"I was very pleased how well the course was put together. It provides info relevant to small and large call centers. 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.," said, Mike Rooks, Call Center Supervisor. "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."
View the Calendar here for Call Center Training - Management Certification >>
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.