Managing a Customer Contact Center/ with Brad Cleveland.

Format:

Video

Author/Creator:

Cleveland, Brad, speaker.

Contributor:

linkedin.com (Firm)

Language:

English

Genre:

Instructional films.

Educational films.

Video recordings.

Physical Description:

1 online resource

polychrome

Place of Publication:

Carpenteria, CA:: linkedin.com, 2016.

System Details:

Latest version of the following browsers: Chrome, Safari, Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScript and cookies must be enabled. A broadband Internet connection.

Summary:

Learn how to leverage the new developments facing contact centers to set up your organization for maximum success. Identify the forces that make contact centers unique, learn how to plan your resources effectively to develop accurate forecasts, and use quality metrics to improve performance.

Customer contact centers face a number of new developments: more channels, higher levels of complexity, and greater strategic value. In this course, customer strategy and management expert Brad Cleveland shows you how to leverage these developments to set up your organization for maximum success. He outlines the components of a customer access strategy and the forces that make contact centers unique: random workload arrival, the visible or invisible queue, and the seven factors of customer tolerance. He also helps you plan your resources effectively so you can develop accurate forecasts. Last, he demonstrates how to maximize the quality and value of your contact center and use existing quality metrics to improve center performance.

Participant:

Presenter: Brad Cleveland

Notes:

11/14/20161

Access Restriction:

Restricted for use by site license.