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Objective:
This course is the last strep in
your Master’s certificate. You will be able to assures your facility
stays at the highest assure peak performance, low cost, minimal waits,
and high customer satisfaction. This course shows you how to apply
science, mathematics, and engineering to get to the next level.
Who Should Attend:
This
class is for individuals want their call center at the highest customer
service but still maintaining the lowest cost. This class is for
directors, managers, designers, and managers on the fast track.
Course Prerequisites:
Your attendance
in this course is dependent on your having attended both the
Metric
and Six
Sigma design and
Financial Management
classes..
Topics
Design topics
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Designer Master’s tools
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Principles
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Queuing tools
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Structural Analysis and design
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Factoring
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Queuing tools
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Advanced Call Center
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Advanced decision making to optimally run the operation
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Infrastructure Requirements
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Ergonomics
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Workstation
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Work place
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Layout
Analysis Topics
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Masters Analysis Tools
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Variability, Sum of Squares, Descriptive Analysis
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Interval analysis, central limit, and sampling
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Comparative studies
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Variability studies
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Analysis and experiments
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Developing an effective design for test and analysis
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Trend and forecasting
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Tools of Regression and cycles
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Traffic analysis
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Staffing
Advanced Call Center Management Topics
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Division of Labor
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Advanced Decision making to optimally run the operation
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Policy, strategy, tactics and tools
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Division of labor violations
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Infrastructure Requirements
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Four traits
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Engineering requirement
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Management requirements
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Outsourcing issues
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Service levels
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Base camp
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Contracts
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Good communications
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To upper management
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Piers
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Tactical workforce
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Agent rapid deployment
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Training
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Career migration
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Career paths
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