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Changes and
Trends |
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Enterprise
Impact |
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Leadership
Challenge |
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| Establishing
Vision and Goals |
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Vision |
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Team Approach |
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Vision Conflicts |
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Customer Expectations |
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Fundamentals |
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Access Channels |
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Roles and Responsibilities |
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Forecasting |
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Staff Projections |
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Scheduling |
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Real-time Management |
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Budget and Staff |
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Stable / Unstable Workforce |
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Motivation |
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Analyzing Motivation |
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| Utilizing
Effective Measurements |
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Link to Goals |
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Call Center Measurements |
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Individual Agent Measurements |
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Report Preparation |
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The Basics |
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Identifying Obstacles |
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Rapport |
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Coaching |
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| Quality
and Productivity |
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Customer Relationship
Management |
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The Brand |
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Monitoring Program |
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Coaching |
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| Having
Fun |
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The Importance of Fun |
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Motivating the Workforce |
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Home | Overview
| Seminar Goals | Sample
Topics | Sample
Clients
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