Developed for contact center management teams, this is a comprehensive program that provides exceptional insights into the challenges of day-to-day contact center operations management focusing on People, Process and Technology.

Developed for contact center management teams, this is a comprehensive program that provides exceptional insights into the challenges of day-to-day contact center operations management focusing on People, Process and Technology.
The Contact Center Manager must possess leadership and operational skills in order to manage an efficient contact center. The operational skills would include goal setting, staffing, training & development and performance metrics. The Contact Center Manager must also be familiar with the entire customer escalation process and diffusing volatile customer situations. This operations manager must demonstrate both tactical competence and strategic awareness in regards to servicing their company’s customer capital. This includes long range planning, working with marketing on forecasting and setting a vision for the contact center operation that is in line with the company mission.