The rules and principles in Contact Center management must be understood accurately and holistically by all employees at all levels of management. This way, companies can gain a significant advantage in increasing productivity and competitiveness.
 
With our Contact Center Efficiency Management training, UNIQ provides managers with the necessary information on Contact Center fundamental dynamics and concepts, workforce/workload calculation methods, key performance indicators, quality, and efficient call management.

MODULE 1

• 3 Basic Rules of Contact Center
• Queue Psychology
• Correct Use of Definitions and Concepts

MODULE 2

• Efficiency and Cost Definitions
• Efficiency Formulas and Areas of Use
• Costs per Transaction and Unit
• Sample Templates

MODULE 38 factors that Impact Efficiency:

1. Correct Target Selection
2. Forecasting the Future Correctly
3. Workforce Planning
4. Talent Management from Large to Small Groups
5. Shrinkage / Correct Resource Planning
6. Process Management and Optimization
7. Performance Management and KPI Tracking
8. Correct Technology Management