Contact Center Management

The 5-day training "Contact Center Management" is a complete and practical training for both beginning and experienced managers of Customer Care departments and organisations.

In an engaging and interactive way, our experienced trainers take you through all the aspects that are necessary to be successful as a manager in a Customer Care or Contact Center environment.

 

SYNOPSIS

In this training, the theory plays an important role, but we continue to emphasise the practical application. In the course, we therefore always use example cases from your real-life operations, so that the subject matter is recognisable for the participants and the insights can be applied more quickly and easily.

At the end of this training, the participants will be able to lead and develop a customer care department/contact center with confidence and the right techniques. They do this in a proactive, consistent and honest manner and are aware of the example that they set and adjust their behaviour, attitude and communication accordingly.

This Contact Center Management training has a set of topics that can be changed, added or omitted based on your needs. This creates a training that perfectly suits your specific needs, but always maintains its coherence.
 

Topics in Customer Care Management:

  • The essence of Customer Care
  • How a Contact Center/Customer Care Organisation works
  • Leadership, coaching & team development
  • Value streams in Customer Care
  • Management Principles
  • Business planning & governance
  • Core processes
  • Working with support services and how the function
  • Performance management
  • Feedback & communication flows
  • Managing attrition and absenteeism
  • Continuous improvement
  • Change management
  • Personal organisation & time management
Target audience

Beginning and experienced managers of multiple teams, departments or sites in a customer care/contact center environment, such as Operational Managers, Client Directors, Site Managers and Delivery Managers.

DURATION

5 days that can be spread over a period of up to 2 months.

Cost

The one-off costs for this training are €7,000, regardless of the number of participants. In order to ensure good interaction, we have set the maximum number of participants per training at 4.

Location

At your location or at one of our locations in Hasselt (our training centre), Antwerp, Diegem, Liège, Leuven or Ostend. In the Netherlands, the training takes place in Weert or Eindhoven.

Conditions
  • The use of cases & examples from your real-life operations is included in this price. If you would like to have greater customisation, we would be happy to make a personalised proposal.
  • The rates are excl. 21% VAT
  • Payment within 30 days of invoice date
  • Kilometre allowance for the trainer at the applicable federal rate ex-Diegem.
  • Accommodation costs for the trainer (only after consultation & your approval)
CUSTOMISED OPTIONS

A customised version of this training?

Using examples and cases from your practice is already included in the price. If you would also like to include further additions or adjustments, we would be happy to discuss this with you and then make an adapted proposal.

Register

Register here