Call Center Management Training

Contact Center Management Training

CCPro is pleased to announce the first in a series of contact center management training programs, designed specifically for the busy call center or contact center management professional.

Our programs have been designed in two (2) different formats to appeal to the needs of the broadest possible audience, which include self-paced eLearning and blended eLearning.

eLearning Program Formats

Following are descriptions of our self-paced and blended eLearning formats.

Self-Paced eLearning. The self-paced eLearning format is designed for busy individuals who want to access training at times convenient to them and at their own pace. Our self-paced eLearning programs are designed for this purpose and are accessible 7 days a week, 24 hours a day.
The self-paced program is also ideal for corporate training environments, and is compatible with most LMS (Learning Management Systems).
Unlike many self-paced eLearning programs, we've taken the time to build our programs with a high-level of interaction, including actual exercises, quizzes, online chat, user forums and online knowledge base and glossary of terms.

Blended eLearning. Our blended eLearning format is designed for individual or corporate training programs that require a higher level of interaction, similar to traditional classroom training. As the name suggests, our blended programs combine live, facilitated training with self-paced training. Live training is delivered via web/audio conference and live video. It is specifically designed to deliver typical "classroom" interaction, including breakout sessions, live chat with the facilitator, exercises, quizzes, etc.

In order to make the most efficient use of learner's time, the blended eLearning format incorporates assignments between sessions that are completed using our self-paced programs. Learners are able to access and complete assignments on their own time, at convenient times.

eLearning Program Descriptions

Lean & Mean: How to Create a "Recession Smart" Contact Center. How well is your contact center team responding to the recession? Has a proactive plan been prepared to reduce and control contact center expenses without impacting customers and employees?

Lean & Mean is a superb program designed to help your contact center adjust to the realities of the current recession. It clearly demonstrates the impact of the recession, the penalty for taking no action and proven ways to reduce costs without impacting service quality. If your contact center is contemplating staff reductions in response to the recession, Lean & Mean will equip your team with the tools to select better alternatives that maintain service quality, customer satisfaction and avoid costly layoffs while generating higher cost savings.

Lean & Mean is offered in both the self-paced and blended eLearning formats. To find out more, please click on the appropriate choice below.

Lean & Mean: How to Create a Recession-Smart Contact Center

Coming Soon.

Mastering Contact Center Management

Mastering Contact Center Management will be available by July, 2009 and will be offered in both self-paced and blended eLearning formats. The program will teach the essential skills and knowledge required to manage a contemporary contact center. The program addresses the most critical topics, including:

Strategy and Metrics
Organization
Call Center Functions
Forecasting, Staffing, Scheduling
Quality
Other

Mastering Contact Center Management will include highly-useful tools such as staffing tools, control charts, and others. It includes superb illustrations and animations designed to help participants better understand complex concepts.

To find out more about Mastering Contact Center Management, please click here and send us a request.