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Contact Center

1
Moduls
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Exercise
Video
Modul ADVANCED WORKFORCE MANAGEMENT
  • Modul 1 : Trend Analysis
  • Modul 2 : Planning Processes
  • Modul 3 : Special Situations
  • Modul 4 : Performance Measures
  • Modul 5 : Other Processes
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2
Moduls
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Exercise
Video
Modul ARTIFICIAL INTELLIGENCE IN THE CONTACT CENTER
  • Modul 1 : AI In Modern Contact Centers
  • Modul 2 : Designing Your Ecosystem
  • Modul 3 : Developing a Minimum Viable Product to Scale
  • Modul 4 : Optimizing & Refining AI Models & Practices
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3
Moduls
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Exercise
Video
Modul Certified Call Center Metric, Analytics and Reporting
  • Modul 1 : The Principles of Call Center Metrics
  • Modul 2 : Tactical Metrics and Reporting
  • Modul 3 : Strategic Metrics and Reporting
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4
Moduls
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Exercise
Video
Modul Certified Technical Support Supervisor
  • Modul 1 : Dimensions of Leadership
  • Modul 2 : Communication Skills
  • Modul 3 : Change Management
  • Modul 4 : Team Building
  • Modul 5 : Motivate for Empowerment
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5
Moduls
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Exercise
Video
Modul Certified Designing Six Sigma Support Centers
  • Modul 1 : Concepts, Issues, and Philosophy
  • Modul 2 : Design, Engineering, and Reengineering
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6
Moduls
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Exercise
Video
Modul Certified Contact Center Manager (CCCM)
  • Modul 1 : Introduction and Call Center Assessment
  • Modul 2 : Introduction and Call Center Assessment
  • Modul 3 : Call Center Technology
  • Modul 4 : Forecasting and Scheduling
  • Modul 5 : Staffing the Call Center (continued)
  • Modul 6 : Training and Retention
  • Modul 7 : The Quality Monitoring Process
  • Modul 8 : Communication and Coaching for Improved Performance
  • Modul 9 : Performance Improvement Project Planning
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7
Moduls
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Exercise
Video
Modul Certified Contact Center Supervisor
  • Modul 1 : Introduction to listening skills
  • Modul 2 : Stages of listening skills
  • Modul 3 : Listening Behavior & Models
  • Modul 4 : Efficient Call Handling
  • Modul 5 : Training
  • Modul 6 : Staffing the Call Center (continued)
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8
Moduls
Brochure
Exercise
Video
Modul Certified Contact Center for Staff
  • Modul 1 : Contact Center Mission, Models and Contributions
  • Modul 2 : Tracking the Life of a Call
  • Modul 3 : Contact Center Structure and Staffing Technology
  • Modul 4 : Call Arrival and Delivery Technologies
  • Modul 5 : Agent Resource Utilization
  • Modul 6 : How Calls are Handled, in Detail
  • Modul 7 : How Quality is Managed
  • Modul 8 : How Performance is Evaluated
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9
Moduls
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Exercise
Video
Modul Certified Quality Assurance Supervisor
  • Modul 1 : Quality management systems
  • Modul 2 : Product inspection and testing
  • Modul 3 : Process improvement methods
  • Modul 4 : Statistical process control
  • Modul 5 : Problem solving techniques, and root cause analysis
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10
Moduls
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Exercise
Video
Modul Certified Contact Center Quality Assurance
  • Modul 1 : The Role of Quality Assurance and Monitoring in a Contact Centre
  • Modul 2 : QA Analyst Competencies
  • Modul 3 : The Monitoring and Feedback Process
  • Modul 4 : Performance Feedback Concepts
  • Modul 5 : Developing Key Coaching Skills
  • Modul 6 : Moving Forward
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11
Moduls
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Exercise
Video
Modul Customer Service on Live Chat
  • Modul 1 : Introducing Live Chat Essentials
  • Modul 2 : Anatomi Live Chat
  • Modul 3 : Communicating and Building Rapport with your Live Chat Customers
  • Modul 4 : Listening to Your Customer’s Needs
  • Modul 5 : Investigating Your Customer’s Needs
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12
Moduls
Brochure
Exercise
Video
Modul Quality Monitoring Scorecard
  • Modul 1 : Defining a Quality Monitoring Scorecard
  • Modul 2 : Defining Standards
  • Modul 3 : Designing the QM Scorecard
  • Modul 4 : Implementing the QM Scorecard
  • Modul 5 : Using Tools
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13
Moduls
Brochure
Exercise
Video
Modul Quality Monitoring
  • Modul 1 : Defining Quality Monitoring
  • Modul 2 : Selecting Customer Interactions
  • Modul 3 : Monitoring Customer Interactions
  • Modul 4 : Considering Common Mistakes and Recommendations
  • Modul 5 : Understanding Interaction Analytics Tools
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14
Moduls
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Exercise
Video
Modul Calibration
  • Modul 1 : Defining Calibration
  • Modul 2 : Setting Up the Calibration Process
  • Modul 3 : Designing the Calibration Process
  • Modul 4 : Understanding Calibration Best Practices
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15
Moduls
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Exercise
Video
Modul Performance Coaching
  • Modul 1 : Defining Performance Coaching
  • Modul 2 : Setting Up the Performance Coaching Process
  • Modul 3 : Techniques for Conducting Successful Performance Coaching Sessions
  • Modul 4 : Understanding Performance Coaching Best Practices
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16
Moduls
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Exercise
Video
Modul Work Force Management Introduction
  • Modul 1 : The Challenges of Contact Center Workforce Management
  • Modul 2 : Analyzing Data and Creating a Forecast
  • Modul 3 : Calculating Requirements and Scheduling Staff
  • Modul 4 : Managing Intraday Performance
  • Modul 5 : Operational Structures and Stakeholder Needs
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17
Moduls
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Exercise
Video
Modul Work Force Management Forecast Data Collection and Analysis
  • Modul 1 : The Importance of Historical Data
  • Modul 2 : Identifying Data Sources
  • Modul 3 : Metrics and Data Validation
  • Modul 4 : Analyzing Patterns and Events
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18
Moduls
Brochure
Exercise
Video
Modul Work Force Management Forecast & Predict Workload
  • Modul 1 : The Importance of Workload Prediction
  • Modul 2 : Long-Term Forecasting with Time Series Analysis
  • Modul 3 : Creating an Intra-Week Forecast
  • Modul 4 : Creating an Intra-Day Forecast
  • Modul 5 : The Impact of Events
  • Modul 6 : Forecasting the Average Handling Time (AHT)
  • Modul 7 : Defining the Forecast Accuracy
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19
Moduls
Brochure
Exercise
Video
Modul Work Force Management Scheduling & Calculating Staff
  • Modul 1 : The Fundamentals of Calculating Staff Requirements
  • Modul 2 : Service Metrics and Types of Workload
  • Modul 3 : Calculating Staff Requirements for Different Channels
  • Modul 4 : Determining Shrinkage
  • Modul 5 : Optimizing Staff Requirements Based on Stakeholder Needs and Economies of Scale
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20
Moduls
Brochure
Exercise
Video
Modul Work Force Management Scheduling & Scheduling Shifts
  • Modul 1 : The Challenges of Creating a Schedule
  • Modul 2 : Pre-Planning Considerations
  • Modul 3 : Different Methods to Create Schedules
  • Modul 4 : Different Methods to Assign Shifts
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21
Moduls
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Exercise
Video
Modul Work Force Management Intraday Management
  • Modul 1 : The Importance of Intraday Management
  • Modul 2 : Monitoring and Analyzing Data
  • Modul 3 : Reacting to Over- and Understaffing and Lack of Adherence
  • Modul 4 : Communicating Deviations Effectively
  • Modul 5 : Practicing Intraday Management
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22
Moduls
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Exercise
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Modul Work Force Management Expert Communication Skills
  • Modul 1 : The Importance of WFM-Related Communication
  • Modul 2 : Communicating the Impact of Adherence
  • Modul 3 : Adapting Your Communication Style
  • Modul 4 : Conflict Management
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23
Moduls
Brochure
Exercise
Video
Modul Work Force Management Skills & Based Routing
  • Modul 1 : Overview of Skills-Based Routing
  • Modul 2 : Implementing Skills-Based Routing
  • Modul 3 : Exploring Skills-Based Routing Best Practices
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