Professional Customer Contact Center Management (P3CM) Courses - Custom designed just for you!
- Introduction to Call Center Operations
- Call Center Performance: Measuring, Managing, and Improving Key Performance Indicators
- Workforce Management: Forecasting, Staffing, and Scheduling
- Call Center Technology and IT Management
- Call Center Analytics and Reporting
- Focus on Call Center Quality
- Leadership Fundamentals for Customer Contact Centers
- Creating and Implementing a Call Center Strategy and Business Plan
- Managing Customer Relationships
- Customer Contact Center Budgeting and Resource Management
- Recruiting, Hiring, and Training for the Customer Contact Center
- Managing and Motivating Your Workforce
The P3CM courses are divided in two levels as shown here.
Level I covers core customer contact center topics, aligning customer contact center strategy and objectives with organizational strategy, understanding Key Performance Indicators, how to use workforce management and technology to support the goals of the center, and using analysis, reporting, and quality tools to monitor and continually improve customer contact center performance.
The Level II courses cover how to approach customer contact center operations from a strategic perspective, learning about strategic planning, managing customer relationships and customer contact center resources, including budgeting and all aspects of workforce management.
In the final course, you'll work on a practical project that tackles a real Convergys business issue, giving you the opportunity to tie together all that you've learned.
Simply click on any course to see its specific description.
Call Center Performance: Measuring, Managing, and Improving Key Performance Indicators
Course Description
Explore the cornerstone of call center operations - identifying and managing key performance measurements. This module includes a comprehensive overview of call center performance measurements, describes the right approach for identifying the right key performance indicators (KPIs), how to create a performance strategy to meet key targets, methods to accurately measure performance, and addresses obstacles to meeting performance objectives.