Professional Certificate in Call Centre Resource Planning
-- ViewingNowThe Professional Certificate in Call Centre Resource Planning is a comprehensive course that equips learners with essential skills for career advancement in the call center industry. This course emphasizes the importance of effective resource planning, which is crucial in optimizing call center operations, enhancing customer experience, and reducing costs.
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GBP £ 140
GBP £ 202
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โข Call Centre Fundamentals: Understanding the basics of call centers, their role in customer service, and the key performance indicators (KPIs) used in the industry. โข Workforce Management Basics: Introduction to workforce management (WFM), its importance in call centers, and the primary components of WFM such as forecasting, scheduling, and real-time management. โข Demand Forecasting: Learning the techniques and best practices for predicting call volume and agent requirements, including historical data analysis and statistical models. โข Schedule Optimization: Understanding how to create effective agent schedules that balance workload, service level goals, and staffing levels while considering agent preferences and constraints. โข Real-Time Management: Techniques for monitoring and adjusting staffing and workload in real-time to meet service level goals, including intraday management and intraday forecasting. โข Quality Management: Overview of quality management in call centers, including the role of quality assurance, monitoring, and coaching in improving agent performance and customer satisfaction. โข Workforce Planning Strategies: Best practices for long-term workforce planning, including succession planning, career development, and workforce optimization. โข Call Centre Technology: Understanding the technology used in call centers, including automatic call distributors (ACDs), interactive voice response (IVR) systems, and workforce management software. โข Performance Metrics and Reporting: Learning how to measure and report on call center performance, including common metrics such as service level, average speed of answer (ASA), and abandon rate, as well as how to use data to drive continuous improvement.
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