05 August 2018 16:00
09 August 2018 20:00

Contact Center Management Course

This course is designed to enhance  essential knowledge, needed skills, and desired attitude increase proficiency in Contact Centre Management.

At the end of the program; the participants will be able to:

  • Plan an effective use of resources within a call center.
  • Use busy times and quiet times to achieve best performance.
  • Develop and motivate a call center team.
  • Get the most out of call monitoring technology and prepare effective management reports.
  • React to and plan for operational bottlenecks.
  • Give meaningful feedback to call-center agents and set achievable goals and targets.
  • Provide effective support and develop the management skills of Team Leaders, Lead Agents and Supervisors.

Course Profile

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