Managing a Successful Call Center

Course/Product Description
Title:	Managing a Successful Call Center
SKU:	WC-1033203
Date / Time:	Recorded
Format:	Webcast
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Description:	Call Centers create a competitive advantage for organizations that learn to create them well; whether there are two or two hundred people answering calls. In most instances, calls are answered by an (AVRS) automated voice response system allowing the caller to participate in determining where they need to be routed. This streamlines the process; routing the person to the agent best suited to assisting the caller. While this process makes sense for the business, do callers become frustrated with being stuck in an endless loop of options to choose from so that when an agent comes on the line they are met by a frustrated caller? There are three key factors that must be present in order to deliver on an exceptional Call Center experience for members. The Call Center must employ effective people, have effective internal processes and have effective information technology. The primary focus for Call Center managers is to learn how to make these key factors work together effectively to deliver on the promise of a world class service delivery proposition. This webinar is intended to assist Call Center Managers in ensuring they have well-trained agents in the Call Center who execute their responsibilities and duties effectively, the Call Center's internal processes are top-notch and they know how to effectively use the technology. In addition, Call Center managers will learn the art of coaching for improved agent performance while creating an environment that inspires and rewards high performance. What You Will Learn: Establish training curriculum for Call Center Agents Determine and Institute a Call Flow Guide Create a motivational work environment Build consistency between agents Decrease member dissatisfaction Reduce excessive call times Practice Coaching techniques that increase agent performance Who Should Attend: Call Center Managers, Trainers, Supervisors will all benefit from this webinar. About the Presenter: Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees. Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the "go-to" person every bank wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning. Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc. A native Texan she enjoys many pursuits in addition to teaching and learning but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston. Cannot Attend The Live Presentation? This presentation is also available in a recorded format, in On-Demand Or CD versions, as shown in the pricing options below.
About Webcasts / Audio Conferences / Podcasts:	Webcasts, audio conferences, and podcasts are presentations that you attend via the Internet, phone, or mobile device at a specified date and time for "live" versions, or at your convenience for "recorded" and "On-Demand" versions. The live versions are interactive, meaning that participants can ask questions in real time, plus are a very cost-effective form of training because 1) you receive fast, convenient learning without any out-of-office time; 2) you can invite as many colleagues as you'd like to listen in on a single phone line; 3) you incur no travel expenses; and 4) you and your colleagues are back at work immediately after the session ends! And though with recorded versions you do lose the ability to ask questions, you gain the ability to hear the presentation numerous times and to share it with others in your office. Handout materials and the phone number for live presentations are made available to you prior to the event via email from the presenter and from the "MyAccount" link on the menu bar. Copies of the presentations are included with recorded versions.
Licenses / Designations / Educational Credits:	CEU
About The Provider:	Your Partner for Ensuring an Engaged, Compliant Workforce Financial institution regulations are constantly changing. That means preparing your team needs continual attention, including the frontlines, compliance team, executive leadership and board of directors. Wouldn’t life be easier if you had one place to go for all your compliance and professional education needs? You’ll find what you need from OnCourse Learning. We bring you: 40+ Years of Experience 600+ Engaging Online Courses 450+ Live & OnDemand Webinars Webinar Descriptions, BankWebinars.com: Live Session: Attend the live session with the opportunity to ask questions to the presenter. You also receive a link to the handouts. All registrations for a live event will be given access to the OnDemand recording, at no additional cost, for 30 days following the event. This will allow a flexible alternative when last-minute conflicts intrude on scheduled events. Live + OnDemand: Includes two of the options above. Live session and 365 days access to On-Demand weblink plus a link to handouts. Live + OnDemand & CD: Includes all three options above. Live Session, 365 days of OnDemand, and CD-ROM plus handout links.
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