|
Description: |
This course is primarily offered via private training only. If your organization has three or more individuals interested in this course, please call us at 1-866-444-6548. Understand what is needed to have a successful Call Center. Define a mission statement and polices to avoid common Call Center mistakes. Determine site and tier structure, develop reports, forecast personnel requirements, how to handle cost concerns, outsourcing, and planning. Arranging the physical environment, setting up test labs and resource libraries, selecting support software, personnel, writing specific job descriptions, and forming vendor relationships. Establishing an incident-handling process, process. Problem-solving techniques, research technologies, electronic resources, and tools for support engineers. Building teams and establishing performance-based training. Collecting and storing data, analyzing costs and productivity, and evaluating User satisfaction. |
|
