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Overview/Description
This Business Impact explores how a call center can play a vital role in the financial success of a company, generating revenue to sustain itself and drive future business.
Expected Duration (hours)
0.1
Lesson ObjectivesConverting a Call Center to a Profit Center
Overview/Description
This Business Impact explores the idea that training should begin at its earliest point in a CSA's professional lifecycle - the interview.
Expected Duration (hours)
0.1
Lesson ObjectivesCustomer Service Training - The Interview and Beyond
Overview/Description
Planning for disaster is important for all companies. This Business Impact explores the communications aspect of disaster recovery.strategies for holding on to top performers.
Expected Duration (hours)
0.1
Lesson ObjectivesDisaster Recovery - Keeping the Lines Open
Overview/Description
This Business Impact explores the benefits of employing a knowledgebase to provide call-center employees with a searchable repository of information and practical experience.
Target Audience
Call Center Representatives, Supervisors and Managers
Expected Duration (hours)
0.1
Lesson ObjectivesManaging Your Call Center More Efficiently
Overview/Description
Excessive agent absenteeism is an issue for many call centers. This Business Impact examines a strategy for minimizing the problem.
Expected Duration (hours)
0.1
Lesson ObjectivesPreventing Agent Absenteeism through Better Working Conditions
Overview/Description
Incentives can help call centers minimize agent turnover. This Business Impact examines what makes a rewards and recognition program effective.
Target Audience
Call Center Representatives, Supervisors and Managers
Expected Duration (hours)
0.1
Lesson ObjectivesPrioritizing Rewards and Recognition in Call Centers
Overview/Description
Call centers strive to provide outstanding customer service while simultaneously keeping down labor costs. This Business Impact examines how workforce management software can help achieve this.
Expected Duration (hours)
0.1
Lesson ObjectivesWorkforce Management Software - Is It Worth It?