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Overview & Objective
This two-day course will cover the basic and advanced topics in
Customer Service Center Management that enable the participants to
increase their awareness and knowledge of the latest development
of Customer Service Center in terms of technology as well as management
concept. Contact Center Managers will also learn how to develop
appropriate plans to integrate the Customer Service Center within the
organization and bring new insights, set visions and lead
Customer Service Center teams. Whether implementing a new
Customer Service Center
or rejuvenating an existing one, participants will be prepared
for the challenges.
This two-day course addresses the importance of managing the
Customer Service Center outputs and exceeding customer expectations
by elevating customer care and professionalism at the
Customer Service Center.
Course Discussions and Exercise
Lots of
Peer-to-Peer consulting opportunities and exercises allowing
participants immediately apply the contents that they have
learnt in class. In-class activities are designed to
accommodate a broad range of Customer Service Center environments.
Certification Procedures
To achieve the Contact Center Manager Certification,
participants should attend the two-day course, complete the
written exam and submit a project paper. Each participant
has 1 month from the course date
to complete the written exam. The written exam takes
approximately 1hour. All exams are on pass / fail basis. If
necessary, a Contact Center Certified Instructor will review
your exam and project with you and help you plan for
success.
Who Should Attend
Suitable for all levels of staff from Directors to
Professionals involved with CRM, Contact Centers/Customer
Services, Sales and Marketing. Prior knowledge of Customer
Service
Center is an advantage but not essential. |
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Course Outline
A Strategic Partner To The Business
• Contribution of The Customer Service Center
• Customer Contact Matrix
• Developing A World-Class Customer Service Center Framework
• Supply – Demand Ratio for Services
Managing Operation
• SLA and SLM
• Staffing Model
• Workforce Management
• Quality Assurance
• Best-in-Class CRM Benchmarking
Customer Relationship Management (CRM)
• CRM Stages for Analytics
• CRM Implementation Foundation
• Managing CRM Project for Success
• Successful Business Case Study
Managing Customer Satisfaction
• Customer Satisfaction & Loyalty
• Linking Satisfaction to Business Results
• Customer Satisfaction Survey
Planning Customer Satisfaction Research on Customer Service Center
• Internal Planning
• Determination of Performance Attributes
• Satisfaction Improvement Initiatives
Managing Technology
• Today’s CRM & Customer Service Center Technologies
• Technology Selection & Vendor Assessment
• Knowledge Management
• Disaster Recovery Plan
Managing People & Performance
• Recruitment, Retention Strategies
• Training and Career Development Best Practices
• Rewards & Recognition Management
• Critical Coaching Skills
Managing A Business Unit
• Competencies of a Customer Service Center Manager
• Building a Successful Team
• Managing Finance
• Creating Your Business Services
• Interdepartmental Linkage & Effective Communication
• Leadership Behaviors
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