Private Seminar Descriptions
The public sessions that can be customized for a private training class include the following:
Training for Directors and Above
Our contact center executive training program is an interactive session that uses a comprehensive case study to drive home key concepts for contact center leaders. Topics range from classic issues such as employee retention to more modern challenges like social media. The class is highly interactive with a number of group exercises designed to help you bring the concepts from the classroom to the contact center.
Managing a High Impact Contact Center
This is our flagship class that addresses the fundamentals of contact center management. Our two-day dynamic contact center course integrates fundamental principles with the reality of today’s multichannel 24×7 world to deliver innovative ideas for success. During this session you will learn how to enhance the strategic value of your operation and build customer loyalty through exceptional customer service. Participants will discover new ways to deliver value and lower overall expenses while raising customer satisfaction levels. With our development model to guide you through assessment and prioritization, you will leave this seminar ready to implement the ideas, solutions, and methodologies that will improve your contact center’s performance.
WFM and Beyond: Efficiency that Builds Loyalty
Our two-day course, WFM and beyond: Efficiency that Builds Loyalty, will give you the knowledge required to reduce expenses and improve customer satisfaction. You will learn how to design your workflow processes from the customer’s perspective, and how the attention to speed will positively impact the customer experience. This session will also present examples on how to use analytics to always be prepared for customer needs, and to evaluate how well you have performed. Our approach of combining efficient workflow design with the most valuable workforce management practices will help you to create an organization that is always able to wow the customer without needing to break the bank. This course is exactly what you need when the call is to do more with less.
Quality Monitoring and Beyond: Minding the Gap Between Performance and Possibility
Our two-day course, Quality Monitoring and Beyond: Minding the Gap between Performance and Possibility, will give you the knowledge to develop a comprehensive contact center quality plan that drives critical key performance indicators. Additionally, you will learn how to use a proven model to assess the key processes of your quality monitoring program, identify gaps between current versus desired levels of quality program development and results, identify best practices, and gain support for needed resources.
Results Coaching: The Secret to Building High Performance Teams
Our two-day course, Effective Coaching: The Secret to Building High Performing Teams, will equip and energize you to deliver transformational coaching in your contact center. You will learn and practice a simple method for delivering specific, concise feedback to agents that will have a measurable impact on the quality of service delivered to your customers. This approach to coaching will positively affect employee performance, increase the level of staff engagement, and improve the culture of your operation. You will leave this course ready to implement coaching methodologies that will improve results from even your most challenging employees. If you want to lead a high performing team delivering excellent service then this is your ideal seminar.
In addition to the above classes, we also offer courses of varying length on the following topics:
- Enhancing agent performance
- Managing a small call center
- Metrics and key performance indicators
- Menu and call routing design
For more information on any of our private seminars, please fill out the form below, call us at 215-679-5250 or send an email to info@serviceagility.com.