Workshops

Fundamental Contact Center Principles and 10 Mistakes to Avoid

You may have just stepped into the Contact Center world, or you may want to learn the basics and general rules that make the Contact Center different. In this seminar, we explain the basic facts and dynamics of the Contact Center and we present the rules that everyone working in the industry should understand and explain.

Who Can Participate:

Those who are new to the Contact Center sector, those working in the operation

Inbound Contact Center Management Dynamics

A correct and holistic understanding of the rules and principles specific to Contact Centers increases efficiency. This seminar conveys all the basic principles that must be observed in a Contact Center, such as planning and management stages, quality and control methods, and real-time management.

Who Can Participate:

Those who are new or experienced in the Contact Center sector, those working in the Operations and Planning/Support departments

Increasing Efficiency and Cost Management in Contact Centers

Being "cost-effective" is one of the essential features of Contact Centers that contributes to organizations. After this seminar, we explain the factors that affect efficiency and cost in Contact Centers and how you can keep them under control. We provide information about the improvement methods used in the Contact Center and the areas where they are effective.

Who Can Participate:

Those who have intermediate or advanced experience in the Contact Center industry, those who work in the Operations and Planning/Support departments

Establishing Contact Center Metrics and Holistic Performance System

What are the KPI systems at different levels of a Contact Center? Who can be held responsible for which areas? How to set up successful performance and bonus systems? In this seminar, we provide information on all the necessary tools to improve the performance of your Contact Center.

Who Can Participate:

Those with intermediate or advanced experience in the Contact Center industry, Operational or non-Operational personnel, and those working in the Planning/Support departments

Forecasting and Resource Planning in Inbound Contact Centers

One of the essential tools in increasing the efficiency of Contact Centers is to make accurate predictions. This seminar explains the different estimation methods and their applications in Inbound Contact Centers, precise resource planning calculation methods, and approaches in this field to make accurate estimations in detail.

Who Can Participate:

Those who have advanced experience in the Contact Center sector, those who work in the Planning / Support departments

Contact Center Functions and What You Need to Know for Those Who Are Not "Operation"

We created this seminar for those working outside of Contact Center operations such as human resources, marketing, or support units. We explain how a Contact Center should be planned and managed, how to determine primary KPIs and all the information that should be known about Contact Center management.

Who Can Participate:

Those who are new to the Contact Center industry or have moderate experience, All employees except the Operations department