Contact Center Manager On Demand Training

Managing call centers has always been a challenge, since there are many moving parts involving people, processes and technology. However, the explosion in multi-channel functionality, social media and mobile technology have increased the complexity of contact center management, and require a greater level of professional preparation on the part of contact center managers. Attendees have found this curriculum to be extremely valuable in helping them address the challenges they face, and in assisting them in becoming the leaders they want to be.

The Ten Lessons That Make Up This Course Include:

Leadership and Organization, Analytics, Human Resources, Customer Satisfaction, Workforce Management, Quality Monitoring and Coaching, Information and Location-Linked Processes, Self-Service, Technology, Benchmarking

This course was developed by Dr. Jon Anton of Purdue University, has been expanded and updated by Bruce Belfiore, Chancellor of the College, Jose Perez, Dean of the College, and BenchmarkPortal’s staff of industry experts. It is taught in its original classroom version at venues around the world, which offers attendees the benefits of face-to-face interaction with experienced instructors, and peer sharing opportunities with other contact center managers in the class.

This on-demand management course is offered for those who wish to learn the elements of our management training, and become certified as a contact center manager, but are unable to attend an in-person course. This on-demand offering makes the 10, content-rich, modules of our management course accessible and impactful for managers around the world, without having to travel. Participants typically include Call Center Managers, Directors and Vice Presidents.