Contact Center Efficiency Management Training
Contact Center Efficiency Management Training
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.

Productivity Management Training in the Contact Center (2 days)
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
Contact Center Efficiency Management Training