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Call Center Supervisor

call-center-supervisor
$2,195.00 (USD)

OVERVIEW

DETAILS

What you will learn

  • The departmental functions within contact centers and the metrics associated with performance
  • How to structure phone, email, chat and social media conversations for consistently positive outcomes
  • The essentials for supervising and leading call center teams, including performance management, time management, and coaching techniques
  • How to build a quality monitoring form, host calibration meetings, create the voice of the customer programs, quality monitoring programs, and interaction analytics programs
  • A fundamental overview of workforce management for contact centers

How you will benefit

  • Gain a full understanding of the agent's role and be an expert in best practices for handling customer contacts across channels
  • Quality assurance and workforce management knowledge will empower you to communicate the needs of their teams effectively to provoke positive change
  • Gain a firm understanding of the roles and responsibilities of a call center supervisor so that you can effectively lead a contact center

OUTLINE

REQUIREMENTS

PREREQUISITES

INSTRUCTOR

FAQS

Middle Tennessee State University
College of Continuing Education & Distance Learning
PO Box 54
1301 East Main Street
Murfreesboro, TN 37130 US
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