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Bruce
Belfiore
Dean
email
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Dayne
Petersen
Lead Instructor
email
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Bruce Belfiore and Dayne Petersen
are
co-researchers and co-authors with
Dr. Jon
Anton
Center for Customer Driven-Quality™
Purdue
University
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Four days too much for your schedule?
Register for specific days and attend the course modules of
your choice.
Register
Now
|
Day 1 Topics:
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Receive a certificate
in
Call Center People Management
Register
Now
|
Day 2 Topics:
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Caller Satisfaction
-
Caller Self-Service
-
Workforce Management
|
Receive a certificate in
Call
Center Technology Management
Register
Now
|
Day 3 Topics:
-
Call Center IT
-
Benchmarking
|
Receive a certificate in
Call
Center Operations Management
Register
Now
|
Day 4 Topics:
- Knowledge Management
- Analytics & Reporting
- Call Center Tour
|
Receive a certificate in
Call
Center Performance Management
Register
Now
|
"I want to
thank you for the excellent training and material. You were a
fountain
of knowledge which made the sessions fun and
interesting. Having the opportunity to interact with the other call
center
managers was a treat."
Jean
Rosiek,
Georgia Department of Driver
Services
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This 3 1/2 day courses will
immediately improve your overall
call center management
skills.
Topics covered:
-
Organizational Leadership
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Managing the Staff (agent life cycle)
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Performance Management
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Agent Development and Coaching
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Assuring & Measuring Quality
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Schedules, Occupancy and
Utilization
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Technologies in the Center
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Optimizing the Customer Experience
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How do we Compare?
Companies who have previously attended our
course:
| IBM |
State of Georgia |
Pitney Bowes |
| Booz Allen Hamilton |
McKesson |
Bank of America |
| Sierra Health |
Boeing |
Medtronic |
| Verizon |
John Deere |
at&t |
| Perrier |
Urban Outfitters |
Nestle |
| AAA Clubs |
Harris Bank |
Nationwide |
| Hilton |
Fujitsu |
Cablevision |
| Principal Financial Group |
Hyatt |
Mazda |
Led by the industry’s top-rated instructors, this
course will equip you with the skill set to improve your center's
performance. You will be able to return to your business
and drive effective change for your center using best
practice methods validated by the nation’s premier call center
institute: The Center for Customer-Driven Quality at Purdue
University. You will receive a comprehensive workbook with over
100 pages, perfect for taking notes as you follow the course AND
perfect for easy reference when you are applying your new
knowledge and skills back at work. Share experiences with your
peers and return home with valuable “take aways” that will make
you a stronger, more knowledgeable manager.
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