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Contact Center Blended eLearning Programs
Lean & Mean:
How to Create a "Recession-Smart"
Contact Center (Blended eLearning Version).
 It's hard to ignore the serious downturn in today's economy.
The impact can be felt in almost every sector of business,
industry, institutions and government. As management looks
for ways to control costs, the contact center is often seen as a
prime target for significant cost reductions.
Is your contact center
"recession smart?" Is it taking proactive steps in response to
the downturn? Or, will it become the victim of arbitrary budget
reductions imposed by senior management? Will contact center
managers be viewed as being reactive or proactive to this economic crisis?
"Lean & Mean: How to Create a "Recession Smart"
Contact Center" is a timely, highly-interactive 4-part, blended
eLearning series
designed to prepare your contact center team for today's economic
climate. Created by one of the industry's leading consultants
and thought leaders, "Lean & Mean" will help your organization gain
control of its environment and costs, resulting in positive,
proactive budget control and cost reduction that minimizes the impact
upon your organization. "Lean & Mean" also gives
you intelligent responses to senior management's inevitable
question "What are you doing to reduce contact center expenses?"
Unlike Any Other eLearning Program
The term "eLearning" means different things to different people.
In some instances, it carries a very negative connotation because it
can be very poorly-produced, amounting to nothing more than a
PowerPoint presentation and an audio recording.
In 450 BC, Confucius had this to say about learning:
"Tell me, and I will forget.
Show me, and I may remember.
Involve me, and I will understand."
In designing our eLearning programs, we've taken his profound
thoughts to heart, focusing on creating an environment that immerses
each participants in the program in order to create the optimum
learning experience. Some of our program examples include:
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A blended eLearning format is used that combines live,
facilitated learning with self-paced, web-based learning
assignments, leveraging the best of both worlds. Live
sessions are conducted via the Internet and leverage video
communications, web conferencing and audio conferencing
technologies to deliver capabilities similar to an in-person
training program. The program also includes self-paced
learning assignments designed to offer convenience to
participants that can be reviewed at times and places convenient
to them.
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Highly-interactive sessions designed to deeply involve
participants:
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Interaction with other participants using break-out sessions
and other interactions.
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Facilitated exercises designed to teach learners key
concepts.
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Quizzes to measure learner comprehension.
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Direct access to the facilitator.
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Our eLearning environment is built with online, interactive
tools designed to put information at the fingertips of learners,
including:
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Online glossary of terms
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Online knowledge base
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Live chat
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User forums
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The Lean & Mean Excel toolkit, which includes twelve (12)
valuable spreadsheets, is provided to participants. The
toolkit is used in exercises and is highly-useful in the contact
center after the program is completed.
We are completely confident that our eLearning environment will
deliver the benefits of on-site, in-person training at a fraction of
the cost.
What you’ll learn:
Lean & Mean is loaded with valuable information tailored to
today's "real world" issues. Some of the many topics covered
in the session include:
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How the recession is impacting the call center.
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Reactive and Proactive Approaches and how to avoid land mines.
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Practical ways to reduce cost without reducing quality.
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Strategies to reduce call volumes.
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Strategies to reduce handle times.
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Best practices on driving self-service.
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What are other call center professionals doing?
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How to answer tough questions from senior management.
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How to build a plan in response to the recession.
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How to prepare your plan and deliver it to senior
management.
Lean & Mean: 4 Part Series
Descriptions
Our program combines the best of two (2) worlds. Each of
the four sessions is highly interactive and facilitated by a live
instructor via video and web conferencing. Following
sessions 1 thru 3, participants are given web-based, self-paced
homework assignments covering the key topics of each coming session.
Each of the four (4) sessions is described below.
Session 1: Program Introduction and Overview
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Assignment: Review self-paced
program (Session 1)
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Approximate Duration: 60
minutes
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Assignment Duration: 60 - 90
minutes
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Session 2: Becoming Recession Smart
- What does it mean to be recession-smart?
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Why is it necessary to adapt to the recession?
- What is a reactive approach?
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What is a proactive approach?
How is it different?
- How do typical reactive and proactive approaches
compare?
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Assignment: Review
self-paced program (Session 2)
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Approximate Duration: 60
minutes
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Assignment Duration: 60 - 90
minutes
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Session 2:
Becoming "Recession Smart"
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What happens when you don't have a
plan?
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Reactive approaches and their
consequences.
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Benefits of Proactive vs. Reactive
Responses.
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Proven methods of reducing customer
demand.
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How to migrate callers to
self-service.
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How to eliminate misdirected calls.
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Quiz on Session 2 materials
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Breakout session: Methods of
reducing customer demand.
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Assignment: Review self-paced
program (Part 2)
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Approximate Duration: 90
minutes
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Assignment Duration: 60 - 90
minutes
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Session 3: Improving Efficiency and Managing Costs
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How to improve call center
efficiency.
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Methods of reducing handle time.
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Coaching for process improvements.
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Maximizing agent performance.
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Quiz on Part 2 materials
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Breakout session: Methods of
improving call center efficiency.
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Assignment: Review self-paced
program (Part 3)
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Approximate Duration: 90
minutes
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Assignment Duration: 60 - 90
minutes
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Session 4: Developing a Plan and Taking Action
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10 steps to building a plan
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8 steps to transform your
organization
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What your leaders expect
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How to calculate cost savings
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How to present your plan to
management
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Materials and Tools Provided
Our Lean & Mean blended eLearning Series comes with a number of
valuable tools, including:
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Survey Results: Impact of the
Economic Downturn on the Call Center.
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Program materials for each session in
PDF format.
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Lean & Mean Toolkit, an Excel
workbook containing twelve (12) valuable spreadsheets.
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Erlang for Excel" Add-In
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PowerPoint Presentation Template for
Senior Management.
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Certificate of Completion: All participants
who achieve a passing score on the final quiz will
receive a certificate of completion.
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What People Are Saying About the
Program
Lean & Mean is a relatively new program, but has already received
rave reviews from its participants. Following are just a few of the
comments received.
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“Very nice job on this – it had to be a ton of work and will
be well received.”
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“The narration was great and was easy to navigate through
the slides.”
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“I learned more from this than I did from the webinar.”
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“I thought the program was very professionally-produced.”
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“The tools are very useful.”
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“Well done! Lots of meat (lean meat!)”
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“Excellent program.”
What Do Participants Say About The Facilitator?
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"Lean & Mean" is facilitated and narrated by one of the industry's most respected
call center consultants.
Martin Prunty, managing director of Contact Center Professionals
is a recognized expert in the contact center field. In
addition to his wealth of industry knowledge, he is a
highly-experienced speakers and facilitator and spent years teaching
call center managers the essential skills and knowledge required to
manage a call center environment.
Here's what his participants have to say about him:
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"Martin was the best speaker
and presentation I attended. Outstanding content,
very effectively and professionally presented."
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"Martin gave
the most useful presentation of the day. He's very
knowledgeable."
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"Martin is brilliant."
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"Martin
Prunty is an excellent speaker. He delivers the
content with interest and simplicity in a very
convincing manner."
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"Martin is really on top of his
subject matter."
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"Prunty is
the best, most professional speaker at this conference
(that I experienced). He did his homework/research
on topic."
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Registration
Have you heard enough?
To register for our eLearning series,
click on the registration button below.
More Information.
Need more information?
To download a brochure describing the Lean & Mean eLearning series,
please click on the download brochure button below.
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