Objective:
Every great leader that I have worked with and observed always possessed four traits.
Those four traits that the great leaders possessed are establishing and communicating the vision, understanding the
business, communicated clear roles and responsibilities, and assess
the operation. This class will teach you those traits and then show you
how to make these traits your own.
Who Should Attend:
Do you want to be
the best call center or help desk executive in the industry? Do you want
your operation to be the best in your industry. If you do,
this seminar is for you!
James C. Abbott
will be your instructor. James is
the leading call center author, developer, teacher, and engineer. James is unique in that he is not only the
leading call center design expert but has the ability to convert the most complex
topic so that everyone can understand and use it.
You will take home:
Topics
Vision
To be a great call center
executive you must understand call center history and what a 21st center
call center is capable of accomplishing when it is well designed and
run. With this understanding you be able to establish the vision, and
then know how to instill that vision in every team member.
You will learn what is required to run
an effective operation. Understand the five types of
call centers and how the operation must be designed to support their
unique demands.
Every effective call center has
three key components: low cost, flawless service, and short wait time.
You will learn how to integrate these three vital components into your
vision.
Short business life cycles have
created unique challenges for modern call centers. You will study life
cycles and the S-curve—its phases are crucial for an effective call
center. We will take this knowledge and make it a competitive
advantage for your business.
Understanding
the Business
Variability's impact on both you and
your operation
Variability is the most
important driver in any operation and particularly in the call center
and help desk world.
In your call center, do you monitor, manage, and design to reduce
variability? If not, it is the most important issue in your center
effecting every aspect of your center. In this class the mystery of
variability will be unraveled and you will understand the why, what, and
how for reducing your center's variability. With your sigma reduced you
will see huge cost savings. Learn and understand queuing concepts and
what’s involved in managing it.
We will teach you the business functions
of every operation and
how to set the vision for each. This requires an understanding of the interaction of science,
soft skills, and design on your operation.
Process principles, operational
philosophy and division of labor
Clear roles and
responsibilities are key to both leadership and effective operations.
you don't have to do the work or be the expert but you do have to
establish a vision and change the culture. This course will explain the
center roles and then what is doable for you call center team.
Communication Clear Roles
and Responsibilities
This course will explain the
executive’s functions and roles. A clear job description helps separate
truly effective executives from the rest of the pack. You will learn what
tools are critical for every great call center executive.
Traits to set you Apart
Be the best executive in the call
center industry. This class will show you the traits that will set you
apart from the average executive, and then show you how to make these
traits your own.
Know What to Manage
Effective call center executives
know what to manage and what is beyond their control In this class you
will learn what you and your team must manage to assure that your call
center is the best in your industry. Then you will understand what tools
are required to acquire and sustain top-notch service.
Know What You must handle and
what you can delegate
Effective call center executives
know what to manage and what is beyond their control In this class you
will learn what you and your team must manage to assure that your call
center is the best in your industry. Then you will understand what tools
are required to acquire and sustain top-notch service.
The Business Team and the Call Center Team
Team is all about getting the right people in the right jobs.
Operational functions, from the
customer all the way to the end product, will be explained. Operational
and support roles will be defined so that the call center can function
as a successful team. Then we will establish the methodology for build
the team.
Communicating to the Center Team
Call center executives must share
a clear vision. This requires concise terms and definitions. We will
study the most commonly misused terms and how they undermine even the
best call center. Communication is critical to convert your center into
the best in the business.
Assessing
the operations
Assessment is critical to
having a stellar operation. This class will provide you with the
knowledge to know where and how to assess.
Knowing What Tools are Essential
You will be taught what tools
are critical for every call center executive. These tools allow the
executive to assess the correctness, consistency, and capability of every
aspect of the call center.
Knowing how metrics fit in
You will be taught what tools
are critical for every call center executive. These tools allow the
executive to assess the correctness, consistency, and capability of every
aspect of the call center. We will cover metric blueprints and 21st
century metrics.
The Benefits when you lead
Make the Vision a Reality
Since saving money is important
to every company, we will provide you with the knowledge to get the real
value out of your operation. Then we will provide you with the
ammunition to communicate that value.
You will walk
away with The Many New Options that will be available to your management
team to keep your center optimum. Options that will delight your
customer. Options that make your center a great place for your agents to
work. All with Huge cost savings.
Agenda:
Day 1
Establishing and Communicating the Vision
Establishing the vision
The Goal - Low cost, short
wait times, and spectacular performance is what every call center
wants. In this class you will learn tools, methods, and techniques so
that you can have it all in your call center.
Understand what the four traits of an
effective operation are, and what you have to do to move your center
to peak performance levels.
We
often talk about the assets of a call center--both physical and
people. The most important asset is to provide your people with the
knowledge to skillfully run your center. Thus, knowledge is the
most important asset. In this class you learn how to maintain and
share that knowledge.
Learn and understand queuing concepts
and what’s involved in managing it.
Learn how you can
differentiate yourself as the best call center executive in the
business:
Learn, and be able to apply. Process
Management Principles that provide a “True North” for running your
call center or help desk. Product and process terminology, use, and
the focus for operations.
Day 2
Assessment of the team
Getting organized for the ease of
doing business:
Methodology for designing and then
running effectively the call center or help desk.
The hard work required to make the operation easy
Strategies for breaking down the four
biggest barriers to improvement:
Putting all the pieces together is the
ultimate challenge. You will learn the strategy to make your center
efficient and flexible.
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