The success and increasing of revenue of a telecom operator is somehow proportional to the accomplishment, performance and quality of contact centre and its personnel. Contact centre management needs a solid foundation in planning and managing an exceptional call center. Evolving customer expectations, the rise of social media, proliferating contact channels and the heightened strategic role of customer services are changing contact centers dramatically.
Telecontran’s workshop on Contact Centre Operations and Management provide adequate knowledge on how to apply the core principles of managing a contact center to critical new technological environments. This course is guaranteed to give key staff involved in resource planning, call center analysis and performance reporting the tools necessary to make real, lasting, bottom-line financial impact.
After successful completion of this workshop, participants will be able to
This course targets Contact Center personnel, Help desk agents, Supervisors, executives, Directors, Strategic Planners who are engaged with Telecom Operator contact centers or customer complaint departments.