Contact Center Mechanics

The Contact Center Mechanics training course takes you on a 2-day tour through the 'engine room' of a modern Contact Center. What are the underlying mechanisms of our day-to-day work and the customer experience and how can we influence them and use the knowledge about them?

Understanding the underlying mechanics of a contact center is important because it can help you run your business efficiently, improve customer experience, and deploy people effectively. In addition, this understanding can contribute to an accurate analysis of performance and ultimately help to optimise costs.

SYNOPSIS

At the end of this training, the participant will be familiar with the underlying mechanisms of a contact center and will know how to use this knowledge to improve and optimise:

  • The customer experience
  • Efficient business operations
  • Efficient use of resources
  • Better performance measurement
  • Costs and revenues
  • Scalability and growth

Topics covered:

  • Fundamentals and how they relate to Customer Care Principles
  • From the old telephone switchboards to the current platforms
  • Connection with providers
  • The function of transaction processing software
  • Balancing and distributing supply with ACD/ATD
  • The function and proper use of Interactive Voice Response (IVR)
  • Routing techniques
  • Connections with other systems (production, customer tracking and knowledge systems)
  • The function of workforce management: forecasting, planning, scheduling & analysis)
  • Important key figures and performance measurement: reporting & analysis
     
TARGET AUDIENCE

Beginning and experienced managers in Customer Care/Contact Centers.

DURATION

2 days.

Cost

€2,800, regardless of the number; participants (maximum 8)

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 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