Call Center Courses offered by experts in Call Center Management in conjunction with Purdue

May 4, 2009 - PRLog -- July 21-24, 2009 -- Seattle, Community Health Plan of Washington

The College of Call Center Excellence

www.thecollegeofcallcenterexcellence.com

The course includes both lectures and case studies, which 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).

Course Description:
Here's 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

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. The Courses offered by the College are taught by experienced instructors in Contact Center Management and consulting. We believe our experience sets The College of Call Center Excellence apart. For managers looking to elevate the performance of their own skills and insights on a wide range of subjects there is no better program of courses. Notes: Dress is business casual. A complimentary breakfast and lunch are provided.

For More Information:
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.