Workshop: 

Optimisation Made Simple

 

Who has benefitted from attending? 

 

People who have benefitted include: 

• Call Centre Managers
• Customer Care Executives
• Customer Experience Managers
• Quality Assurance Managers and Specialists
• Agents, Supervisors and Team Leaders
• Workforce Managers and Specialists
• HR and Training Managers
• Technology Managers

 

What have they said... 

This workshop is essential for any contact centre professional striving to do better. Here's what others have said:

• "I loved the practicality in calculating ROI for contact centres"
• "This is definitely going to help me frame the budget discussions properly"
• "Finally...someone who speaks our language!"

 

 

What will be covered? 

 

1. Mastering Contact Centre Fundamentals     

Most people learn about contact centre management 'on the job'. It's ad hoc and 'all over' the place. Some of it is just plain wrong! That's why we need to master contact centre fundamentals. Here we set the record straight on things like Service Level, Occupancy, AHT, Schedule Adherence, etc. 

 

2. Optimising My Contact Centre     

Knowing the basics is good, but not good enough. You can't just know the fundamentals; you need to be able to apply them too. Here's where we get super-practical. We go through a rigorous six-step process of identifying and reducing all forms of 'waste' in your contact centre. 

 

3. Building a Better Business Case:     

Here we help you build a better business case for your contact centre. We stop talking 'SL's, AHT's, and FCR's and start talking 'Rands ( or $, €, £ etc) and Cents'. This is what makes ‘sense’ to corporate executives, and this is what will get you the budget you need to build a better contact centre.   

 

What tangible outcomes can you expect? 

 

1. Improved Productivity     

You'll discover new ways to 'do more with less', in your contact centre that you never thought were possible. 

 

2. Reduced Waste     

You'll identify and reduce all forms of waste including rework and repeats.  

 

3. Enhanced Service  

You'll find new ways to enhance and maintain high levels of service quality.  

 

4. Optimised Attrition  

You'll learn how to manage employee attrition and productivity, optimally. 

 

5. Gain Support     

You'll gain the support of senior leadership in your organisation.