Business & Home Office
Strategic Planning
<h3>Strategic Planning Overview</h3>This module covers the primary components of a contact center strategic plan. You will learn about forecasted revenues, operational expenses, cash flow and profit and loss statements.
Staff Selection and Retention
<h3>Staff Selection and Retention Overview</h3>This course provides you with the knowledge you need to match new employees with contact center careers, project staff requirements, and select and retain the best employees.
Recognition and Rewards
<h3>Recognition and Rewards Overview</h3>This course focuses on a critical part of successful managing. You will learn the difference between recognition and rewards, and also how to plan various types of contests.
Call Center Performance Issues
<h3>Call Center Performance Issues Overview</h3>To be effective you need to know and understand the performance issues contact center management faces including human resource, technical, organizational, and program quality control.
Training Philosophy and Meeting Plans
<h3>Training Philosophy and Meeting Plans Overview</h3>Training is key to successfully managing a contact center.
Leadership and Coaching
1439<h3>Leadership and Coaching Overview</h3>The importance of leadership in a contact center cannot be overemphasized. Effective leadership and strong teams are key to successful contact centers.
Program and Campaign Planning
<h3>Program and Campaign Planning Overview</h3>Program and campaign planning is essential to the success of a contact center.
Program and Campaign Tracking
<h3>Program and Campaign Tracking Overview</h3>Tracking and Reporting is vital in order to measure the success of the contact center programs and campaigns.
Program and Campaign Performance Measurements and Reports
<h3>Program and Campaign Performance Measurements and Reports Overview</h3>This module focuses on the aspects of program and campaign measurements and reports, including performance measurements, campaign lists, pilot testing, reporting, and analyzing data.