Call Center Management Certification. Call Center Courses offered by industry leaders

April 27, 2009 - PRLog -- Call Center Management Certification
June 16-19, 2009 -- Minneapolis, MN plus a tour of the GE Call Center!                                  
Notes: the course will be held at GE facility located at: Three Capital Drive, Eden Prairie, MN 55344. Eden Prairie is a suburb on the SW side of Minneapolis. For more information please follow the links. www.benchmarkportal.com or www.thecollegeofcallcenterexcellence.com
Course Description:
Here is a 3 1/2 day solution that will immediately improve your overall call center management skills.
Day 1 Topics:
* Organizational Leadership
* Human Resources
* Quality Monitoring & Coaching

Day 2 Topics:
* Caller Satisfaction
* Caller Self-Service
* Workforce Management

Day 3 Topics:
* Call Center IT
* Benchmarking

Day 4 Topics:
* Knowledge Management
* Analytics & Reporting
* Call Center Tour

The course includes both lectures and case studies, that were developed by Dr. Jon Anton, Director of Research at Purdue, internationally recognized as a leader in Call Center Management. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. Typically participants include Call Center Managers, Directors and Vice Presidents. These courses will help you better manage your call center and strengthen relationships with other departments (for example: Marketing, MIS and Telecommunications).


We provide complete course documentation for each attendee. You will receive a comprehensive workbook with over 100 pages and a sample case study - a document for easy reference when you are applying new skills at work. Dress is business casual. A complimentary breakfast and lunch are provided.

For more information about the certification process or to certify your contact center, please call our sales team at: 805.465.7201 extension 1

BenchmarkPortal
Purdue Research Park
3000 Kent Avenue
West Lafayette, IN 47906   Direct 805-465-7201

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BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. Founded in 1995 by Dr. Jon Anton, it provides reports, products and services for contact centers.