In-person Seminar. 2-day instructor-led training course. $1595
Overview
This two-day course is designed specifically for those running contact centers with
less than 100 agents. The challenges you face are substantial, and the support is
limited. Staffing at all levels is often constrained. Budgets are tight. Technology
is too expensive, and too often it is designed with the larger center in mind. This
seminar addresses those issues and more. It goes beyond a great learning opportunity
– we will also provide you with basic tools to help you schedule staff and monitor
call quality. Through group discussion and case studies, we will explore creative
ways to apply principles and utilize the tools you received to substantially improve
the performance of your organization.
"Topics were excellent. Coverage excellent. Class interaction great. I enjoyed the
opportunity to participate. Great class!" — Mattilyn Barnes, IRS
Who Should Attend
An intense two-day workshop developed exclusively for those that lead small (100
agents or fewer) contact centers!
"The information was very interesting and useful" — Margaret Seda-Lozano,
Manhattan Physicians Group
What You Will Learn
We will address the key areas that challenge you every day. We will work with a
case study to reinforce and apply learning. Targeted areas of focus include:
- Key Performance Indicators
- Strategy
- Workforce Management
- Hiring and Recruiting
- Training
- Quality Monitoring
- Coaching
- Technology
Take Home Tools
This session offers much more than just an educational experience! We will provide
you with tools that you can put to use back at the office. These will give you the
base functionality that larger centers enjoy, and they are included in the seminar
price:
Case Study: This seminar utilizes an original case study of a company whose contact
center grew from 4 to 46 frontline agents in three years. This study is used as
the basis for the WFM models, QM program, access strategy, etc., and forms the foundation
for class discussion and group exercises.
Vendor Demos: Four demos (two WFM and two QM). Two 30-minute vendor demo webinars
are provided at the end of day one and two at the start of day two. The demos will
be from vendors that have products specifically targeting smaller centers. Demos
are optional for attendees, and the vendors have no financial agreement in place
with trainers.
WFM Models: Attendees will receive two Excel based WFM models. One is a staffing
model that is used to calculate monthly staffing requirements and create a hiring
plan. The second is a scheduling tool that incorporates Erlang C to determine the
number of agents required on the phone by interval for a full day. Attendees will
need to download an add-in to Excel for the file to work correctly, and will be
given free and low-cost options (under $100) on where they can find this on the
internet. Those that are interested can download while on site to ensure the file
works.
QM Program: Seminar participants will receive a copy (in Microsoft Word) of a call
monitoring form, complete the rating descriptions for each category. They will also
receive a list of best practices for calibration sessions. The form and descriptions
are easy to customize for each attendee’s use.
Seminar Materials: All slides will be printed in color. The binder will also include
paper copies of the models and forms given to class participants, relevant articles
and the case study.
"Tools are fantastic! The interaction between everyone was invaluable" — Ginger
Brock, Hypertherm Inc.
Agenda
Introduction
- Class overview
- Objectives
- Review of materials
- Discuss desired takeaways
Strategy
- Mission, culture, leadership
- Key differences of a small center vs. large contact center
- Organization structure – small vs. large contact center
- Metrics/Key Performance Indicators – small vs. large contact center
- Access strategy
Processes
- Workforce Management
- Long term planning
- Mid/Short term planning
- Forecasting
- Staffing
- Scheduling
- Real time monitoring
- Balancing business needs with agent’s needs
Quality Monitoring
- Define, develop, document
- Evaluation sheet and scoring methodology
- QM reports
- Calibration
- Collaboration with WFM and Training
Call Routing
- Phone number strategy
- Termination points, overflow routing, after-hours treatment
- Menu option; proper design techniques
- Skills assignment
People
- Hiring and recruiting
- Skills and cultural fit
- Timing of hiring
- Interviewing best practices
- Attrition
- Training
- Structured learning
- Formalize on-the-job training
- Trained buddies/mentors
- Coaching
- Skills training
- Coaching model
- Documented coaching plan
- Documentation of coaching sessions
Technology
- Voice Technology
- ACD
- Auto Attendant/IVR
- IVR self service
- Routing option – SBR, CTI
- Voice Analytics
- Non-voice work types
- Email
- Web chat
- Social Media
- Desktop application
- Ancillary systems; WFM, QA, etc.
- Premise vs. hosted vs. cloud
The Executive Presentation (Small section with sample slides and tips for educating
senior management)
- Educational presentation
- Contact center open house
- Side-by-side call observations
- Access to recorded calls
- Ongoing focus group sessions
Close Out
- Review of objectives
- Review of attendees’ action items
- Wrap and review
"Thank you for your time and the materials presented - they exceeded my expectations."
— Nate Wagner, MERS
Registration Fees
All of the tools are included in the $1,595 registration fee, as is continental
breakfast and lunch each day. Early bird and team discounts are available.
Class runs from 9:00 am to 4:30 pm on both days. There is a continental breakfast
before class, and lunch on both days is provided.
To register, click the "Add to Cart" button or call 443-909-6951.
