I've been teaching across Asia Pacific & Australia for nearly 20 years. We're so happy to be able to bring our workshops to you online!
Course Title: High Performance Contact Centre Management
- Online delivery by Daniel Ord, a globally recognized Contact Center industry expert
- (4) 4 hour sessions spread across 4 consecutive days on Australia Eastern Standard Time
- Limited to a maximum of 12 Participants - because it should feel personal
- A hardcopy workshop book sent to your address in advance of the workshop
Target audience: VPs, Directors, General Managers, Team Managers, Team Leaders, Quality Assurance, Workforce Management, Human Resources. Essentially any management or support role in the Contact Center.
Course overview: The 2-day High Performance Management for Inbound Contact Centers course is designed to equip mid to senior management with a comprehensive understanding of the unique environment, mastery level operations, KPI management and the key planning processes inherent in the Contact Center environment.
Though work experience is helpful, it’s not enough.
To succeed, it is critical that anyone involved in Center management understand the unique mathematics and drivers behind what makes the Center ‘work’ and work well.