Managing a Customer Contact Center
With Brad Cleveland
Liked by 3,058 users
Duration: 1h 26m
Skill level: Intermediate
Released: 11/14/2016
Course details
Customer contact centers face a number of new developments: more channels, higher levels of complexity, and greater strategic value. In this course, customer strategy and management expert Brad Cleveland shows you how to leverage these developments to set up your organization for maximum success. He outlines the components of a customer access strategy and the forces that make contact centers unique: random workload arrival, the visible or invisible queue, and the seven factors of customer tolerance. He also helps you plan your resources effectively so you can develop accurate forecasts. Last, he demonstrates how to maximize the quality and value of your contact center and use existing quality metrics to improve center performance.
Skills you’ll gain
Earn a sharable certificate
Share what you’ve learned, and be a standout professional in your desired industry with a certificate showcasing your knowledge gained from the course.
LinkedIn Learning
Certificate of Completion
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Showcase on your LinkedIn profile under “Licenses and Certificate” section
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Download or print out as PDF to share with others
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Share as image online to demonstrate your skill
Meet the instructor
Learner reviews
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María Soledad Sorzio
María Soledad Sorzio
Data Quality Sr Mgmt Associate at Avaya 👩💻 | Data Analytics Tutor at Coderhouse 👩🏫 | QA Tester Manual 🔍 | Data Analyst 📊 | Accountant 📒 | UX…
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Rajesh P
Rajesh P
Officer Sales Accounts @ Private Company | Mistakes You Should Avoid
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Slađana Planinčić
Slađana Planinčić
CSC manager
Contents
What’s included
- Practice while you learn 1 exercise file
- Test your knowledge 4 quizzes
- Learn on the go Access on tablet and phone