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Contact Center eLearning Programs
Lean & Mean:
How to Create
a "Recession-Smart" Contact Center (Self-Paced Version)
How well Is your contact center
responding to the recession?
Is it taking proactive steps to reduce
costs? Or, will it become the victim of arbitrary budget
reductions imposed by senior management? Will contact center
managers be viewed as reactive or proactive to this economic crisis?
"Lean & Mean" is a timely, highly-interactive 4-part
blended eLearning series
designed to help your contact center make intelligent adjustments to
the current recession. Created by one of the industry's leading consultants
and thought leaders, "Lean & Mean" will help your
contact center gain
control of its environment and costs, resulting in significant costs
savings with minimal impact
upon performance, customers and employees. Lean & Mean helps
transform your current operation into a recession-smart contact
center.
4-Part
Self-Paced eLearning Series
- A highly-interactive, self-paced
training program designed to create an outstanding learning experience.
It's hard to ignore the serious downturn in today's economy.
The impact can be felt in almost every sector of businesses,
industries, 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.
The self-paced version of our program is designed for the busy
professional who is interested in increasing knowledge and skills
without having to commit to predetermined learning schedules.
After a brief
introductory
session, which is facilitated via live video, learners are able
to pick the time and the place for their sessions, which are
available 24 hours a day, seven days a week.
Some of the important features of
the Lean & Mean self-paced eLearning series include:
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Simplified, self-paced navigation
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Lean & Mean Excel Toolkit, including
more than 10 useful spreadsheets that are utilized
extensively throughout the program.
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Interactive exercises designed to
teach the processes associated with cost reduction.
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Live support. Learners may
request live support as they go through each session and
engage the facilitator in chat sessions to get quick
answers to questions. At times when live support
is not available, the user can ask a question and will
receive an answer the same day in most cases.
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Glossary of Terms - users can access
a convenient glossary of terms at any time during the
sessions.
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Knowledge Base - users can access our
knowledge base while online to find quick answers to
questions.
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Program quizzes to help determine
student comprehension levels.
What's a "Recession-Smart" Contact
Center? A
"recession-smart" contact center accepts the reality that the
downturn has impacted everyone, including the contact center, and
embraces the following three (3) important qualities.
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It focuses on understanding the impacts of the
recession upon:
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Customers
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Budgets
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Employees
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Performance
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It specifically avoids
"reactive" cost reduction measures that cause deterioration of
service levels, customer satisfaction and employee morale.
Those arbitrary actions, such as:
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It takes proactive measures
to control costs by methods including:
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Reducing demand for live assistance
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Reducing average handle-time
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Increasing operational efficiency
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Other methods
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
contact center using actual feedback
from recent survey.
The program leverages data gathered from over 240
contact center professionals in our
recent survey entitled “Impact of the Economic Downturn
on the
Contact center.”
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The risks and results of taking no action.
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Reactive vs. Proactive Approaches
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How the recession is impacting your
customers.
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Key
contact center cost categories and
how to reduce costs without impacting services.
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How to reduce customer demand.
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How to improve efficiency.
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How to cost justify your
recommendations
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How to build a proactive plan and sell it to senior
management.
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How to transform your contact
center environment.
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How to respond to senior management with a more
effective response to the downturn.
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How other contact centers are
responding to the recession.
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Lean & Mean Program Agenda (Self-Paced)
The self-paced version of the program begins with one (1) live
session, facilitated via live video, and follows with three (3)
self-paced sessions. The agenda for this 4-part program is
described below.
Session 1: Program Introduction and Overview
(Facilitated via Live Video)
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Overview of the eLearning program
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Overview and installation of the L&M Excel toolkit
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Review Economic Survey Results
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Session 2:
Becoming "Recession Smart" and Reducing Demand
(Self-Paced)
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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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Session 3: Driving Efficiency (Self-Paced)
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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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Configuring agent skills
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Consolidation strategies
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Reducing services and costs
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Session 4: Developing a Plan and Moving to Action
(Self-Paced)
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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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eLearning Narrator
"Lean & Mean" is 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.
What Do Participants Say?
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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
To register for one or more sessions of the eLearning series,
click on the registration button below.
More Information.
To download a brochure describing the Lean & Mean eLearning series,
please click on the download brochure button below.
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