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Core Contact Center Management for Customer Care Professionals

General Course Description:
This set of five course modules will introduce the Team Leader/Supervisor to the most important concepts and processes in the contact center environment. It will reflect the ever-growing importance of managing to the numbers along with ensuring that sound contact center processes are in place to gauge and manage the customer experience, while at the same time ensuring internal productivity and efficiency.
Each course module will be 60-75 minutes in length. Additionally, a workbook of the key course concepts and quizzes will be developed for each module and accompany the course presentations. Participants will be encouraged to complete all five modules to get a course certificate although the modules may be done individually.

Registration Rates:

  • SOCAP Member: $300.00
  • Non-Member: $450.00