Click here to watch Brad Cleveland, CEO and Founder of ICMI, talking about the benefits of attending ESK
Attend the ICMI flagship course and build a solid foundation for successful contact centre management. You’ll learn
breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer service and
achieve your personal career goals.
You’ll learn ways to:
- Create a planning culture
- Meet service levels consistently
- Forecast the workload with accuracy
- Develop accurate schedules
- Manage the queue in real-time
- Communicate unique contact centre dynamics
- Set the right performance objectives
- Improve quality and efficiency
- Win the support and recognition of top management
A focus on practical application
Through targeted exercises and true-to-life scenarios, participants will have the opportunity to immediately apply new skills, an essential component of any valuable learning experience.
Who should attend?
This exceptional seminar delivers plans, strategies and success secrets guaranteed to improve your operations and boost the value of your call centre. ICMI’s program repeatedly earns high praise from directors, managers, analysts and supervisors in a wide range of commercial and government sectors including those involved in: customer service, sales, help desks, claims, reservations, information centres, hotlines, emergency services and consumer affairs.
Abbreviated (one-day or half-day) versions of the course are also available for support staff, team leaders and frontline agents.
Two-Day Program Outline
The Dynamic Contact Centre Profession
- Define contact centre management
- Describe the contact centre management profession
The Planning and Management Process
- The driving forces of contact centre
- An effective planning process
- Service level and response time
- Acquiring the data you need
- Forecasting the workload
- Staffing the right way
- Indispensable calculations and projections
- The implications of the “immutable laws”
- Organising effective schedules
Effective Real-Time Management and Recovery
- Real-time management versus recovery
- Building a real time response plan
- Real time response options
Quality and Productivity
- Improving quality and efficiency
- Continuous quality improvement
- Performance measurements
- Cultivating collaboration and buy-in throughout
Summary and Next Steps
- Examine characteristics of leading contact centres
- Recognize ways to further Your professional development
- Identify actions to improve Your centre
Cost
The 2 day seminar investment to attend in:
Australia: $1950.00 (incl. GST)
New Zealand: $2,005.00 (incl. GST)
Venue and accommodation
In CBD location in the city advertised. Further details will be announced 1- 2 weeks prior to the seminar commencing. Delegates will be advised through personalized e-mail.
Booking and more information
To book your place please click on a date in the blue box at the top right of this column (if available).
For more information on the course please contact Kaye Bunn
e: kbunn@qpc-ap.com
Click here for payment method, cancellation and refund Policy