Processes managed with a good command of basic concepts and rules bring success in creating and managing Contact Centers. With our Contact Center Fundamentals and Dynamics training, besides the basic principles, we offer calculation methods and formulas, making positive contributions to efficiency and customer experience. We provide the necessary skills to create a roadmap that leads to success.

MODULE 1

• 3 Basic Rules of Contact Center
• Queue Psychology
• One-Person Contact Center Math

MODULE 2

• Basic Definitions
• SL, ASA, ACR, ATA, Others and Their Calculation
• How to Calculate Human Resources Correctly in The Contact Center?
• Wrong Formulas

MODULE 36 Immutable Rules and Their Effects:

1. SL - ASA
2. Workforce - Cost
3. Single - Multi Skill
4. Response Rate - Line Load
5. SL - Efficiency
6. Small - Large Groups