Call Center Operations school training courses in Colorado Springs, CO (public, in-house or online)

Accurately forecasting workload and then having the right number of skilled people and supporting resources in place to handle it is not easy—especially with the limited resources of a smaller call center. Add managing customer expectations and maintaining caller satisfaction and good small call center management truly becomes an art form. With ICMI’s Small Contact Centers: Forecasting and Scheduling virtual classroom course, you’ll begin your journey to perfecting the art of better small call c...

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By addressing absenteeism, you are working to get employees to come to work and by addressing adherence to schedule, you are striving to get them to conduct activities when they should. Through ICMI’s Contact Center Staffing Absenteeism and Adherence virtual classroom course, you’ll learn how to keep absenteeism and poor adherence from sabotaging service levels, despite your best forecasting and scheduling.

Right from the start, you’ll discover what key information you’ll need to know bef...

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Hiring and keeping the right people is just one piece of the puzzle when it comes to effectively managing a call center. Creating an optimal customer experience also requires that calls be handled by the right members of your staff at the right times. Through ICMI’s Contact Center Staffing and Scheduling: Group Design and Other Considerations virtual classroom course, you’ll take planning to the next step with strategies for grouping staff members based on skills, as well as other staffing consi...

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Accurate staffing and scheduling is the key to achieving the “right people at the right time�to meet service levels. Through ICMI’s Contact Center Staffing and Scheduling: Building a Long-Term Model virtual classroom course, you’ll get the in-depth information you need to create a staffing model that will increase efficiency and boost employee satisfaction.

This course gives you an in-depth tutorial in determining base staff requirements for service level transactions. We’ll cover every ...

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A real-time recovery action plan that is defined in advance and called on under defined circumstances is an important function within the call center and has a direct and significant impact on service levels. A well-planned recovery also has a direct effect on the mood and morale of the center.

Through ICMI’s Contact Center Real-Time Management: Effectively Meet Goals virtual classroom course, you’ll gain the knowledge and skills you need to switch from a reactive culture to a planning c...

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