A course titled "Call Center Management Certification" will be offered from February 8 - 11 in San Diego, at the Embassy Suites. The cost is $1,995, and it's being billed as a way to help you better manage your call center and strengthen relationships with other departments (for example: Marketing, MIS and Telecommunications), and comes with a "Special Social Media Section on Friday for all attendees."
The course, organizers say, is composed of ten modules that include lecture, discussion and learning activity case studies that focus on practical problem solving and current best practices. The curriculum, which developed by Dr. Jon Anton of Purdue University (News - Alert), has been expanded and updated by Bruce Belfiore, Dean of the College, Dayne Petersen, Lead Instructor, and their staff of industry experts.
One feature of the course is that class size allows one-on-one interaction with the instructors and "enables you to network effectively with colleagues and industry peers," according to organizers, who add that typically, participants include "Call Center Managers, Directors and Vice Presidents." Alumni of the program become part of the BenchmarkPortal (News - Alert) on-line community, and are entitled to a complimentary Benchmarking Report and webex-style "read-out" of benchmarking results with their college instructor, following the course.
Day 1 focuses on Organizational Leadership and Human Resources, Day 2 looks at Quality Monitoring, Customer Satisfaction and The Basics of WFM Forecasting & Scheduling for Center Management. Day 3 examines Call Center Technologies, Technology Enabled Processes and Benchmarking, among other topics.
On Day 4 is the "Introduction to Social Media, tackling such issues as "What is the definition of social media? Who are the players in the social media space? Where are your industry competitors on SM adoption? What is your current usage of SM?"
"Developing a Social Media Strategy" is also covered, and includes determining business objectives, strategic vs tactical methodologies in deploying SM and integrating SM into your branding strategy. Other topics covered include "How do we know if our SM is effective? Finding the buzz about your company? What are the key metrics and KPI's? How do we calculate ROI?"
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
The wrap-up is a discussion of how do we measure and report our successes, progress and failures -- "how do we know if we are succeeding or failing? One part of the answer is developing a process of benchmarking and how do we decide which type of benchmarking is right for our organization."
Edited by Juliana Kenny