Contact Center Management

This class provides the practical information you need to hone your contact center’s resource and technology planning, leverage strategic planning and partnerships, build a comprehensive customer access strategy, drive continuous improvement, and build a business case for the resources you need to meet your organization’s most critical goals.

Who Should Attend

• Contact Center Manager 

• Contact Center Directors

What You Will Learn

• Assess the current value contributions of the contact center and envision how to contribute strategic contact center value.

• Build a comprehensive Customer Access Strategy to guide the strategic direction of the contact center, operational and technology decisions, and the metrics used to monitor and improve performance. 

• Examine the relationship between service level and quality, and how to balance these two essential pillars in planning and management.

• Implement ICMI’s proven 7-step Resource Planning and Management Process to support critical contact center activities including establishing performance objectives, forecasting, and calculating staff and shrinkage, organizing schedules, making the case for the staff you need, and managing real-time activities.  

• Apply 5 Metric Categories and 4 Stakeholder Needs to accurately assess and communicate contact center progress and provide a holistic view of strategic and tactical performance.  

• Leverage technology to align with the current and future direction of your business and your customer experience vision.

• Establish real-time management guidelines and responsibilities to support moment-by-moment decision-making and decisive action, and to ensure fast service recovery. 

• Understand key concepts in continuous improvement and how they can be applied to common contact center performance challenges. 

• Build a business case which defines a problem and proposes a solution for a current contact center performance gap or roadblock.