Contact Center Time Management

Facebooktwitterlinkedin

Contact Center Time Management

Quick Overview

In this course time management is discussed as it applies specifically to the contact center environment. Topics including common contact center metrics such as schedule adherence and how it affects the achievement of service level, and strategies for reducing average handle time or after-call work are covered in this course. Furthermore, some practical time management tips useful in any work environment are discussed, focusing mainly on how to stay organized. Specifically there is a focus on how to organize your workstation, your electronic files and email, and your daily priorities. Additionally, some common communication tips helpful for managing multiple tasks at one time including delegation and saying no are addressed. This course is approximately 2 hours in length.

Course Code: CTM200

Chapter 1: Time Management in the Contact Center Environment
Chapter 2: Organization and how to Manage Tasks

Course Topics:
• Agent schedule adherence in the achievement of service level
• Factors and strategies affecting average handle time
• Strategies for reducing after-call work
• Getting organized at work
• Email organization
• The four levels of delegation
• How to say ‘No’

Canada: $150 plus applicable taxes (per user)

Purchase

USA & All Other Countries: $135 USD (per user)

Purchase

Facebooktwitterlinkedin