Benprise Blog

The Contact Centre Operations for Team Leaders & Professionals program was designed to equip mid to senior level participants with the eye-opening knowledge of how Contact Centres ‘work’, what makes them unique and how to measure their success.Developed by experts in the industry and delivered in more than 20 countries over the past 14 years, this the most accessible, powerful and straightforward program in Contact Centre operations.  Get to the heart of how to bring efficiency and breakthrough thinking to managing your important Customer touchpoints.Whether you are a Director or VP responsible for Customer Touchpoints, or new Supervisor in your Centre, we deliver the ‘wow’ factor in knowledge and delivery – to help you gain mastery of the environment.In this course we address how Wait Time metrics (Service Level and Response Time) are the key operational drivers from which staff planning flows and how to calculate and measure them.We also address all the critical Key Performance Indicators (KPIs) in the Contact Centre environment, their uses and definitions, along with the important interrelationships that exist amongst the KPIs. As we are Research experts, we like to spend a significant amount of time the topics of Quality, Customer Satisfaction and the Customer Experience.We round out the Program by working through the Forecasting & Scheduling Process closed by a comprehensive discussion on what a Contact Centre ‘is’, the value it brings, and how to better deliver value to the 3 key stakeholders of Customers, Employee and the Organization.See More