Managing a Successful Call Center Webinar

There are three key factors that must be present to deliver on an exceptional Call Center experience for members. The Call Center must employ effective people, have effective internal processes, and have effective information technology. The primary focus for Call Center managers is to learn how to make these key factors work together effectively to deliver on the promise of a world class service delivery proposition. Call Center managers will learn the art of coaching for improved agent performance while creating an environment that inspires and rewards high performance.

What You’ll Learn

• Establish training curriculum for Call Center Agents.
• Determine and Institute a Call Flow Guide.
• Create a motivational work environment.
• Build consistency between agents.
• Decrease member dissatisfaction.
• Reduce excessive call times.
• Practice Coaching techniques that increase agent performance.

Who Should Attend
This session is ideal for call center managers, trainers, and supervisors.