• CATALOG
  • MILITARY
  • FINANCIAL ASSISTANCE
  • LOGIN
      Forget your password?
  • Open Search Dialog
Home > Training Programs > Operations > Call Center Supervisor

Call Center Supervisor

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

OVERVIEW

OBJECTIVE

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

Florida Gulf Coast University
Innovative Education & Partnerships
10501 FGCU Blvd. South
Fort Myers, FL 33965 US
MAIN CONTENT

Copyright © Education To Go. All rights reserved. The material on this site cannot be reproduced or redistributed unless you have obtained prior written permission from Education To Go. Education To Go and ed2go are registered trademarks of Education To Go, a part of Cengage Learning. Privacy Policy