Webinars

Upcoming Webinar

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Please Join Us Wed, Feb 21, 2018 1:00 PM - 2:00 PM EST

Webinar Description

Managing a call center is complex. There is a constant tension in striking the balance between running an efficient team and effectively providing a satisfying customer experience. Knowing what data to analyze and when and how to apply what it is telling you to everyday, complex situations is what sets the good apart from the best service organizations.

In this webinar, we will walk you through different ways to analyze your data to help you strategically tackle the largest investments and initiatives for your Call Center such as staffing levels, process improvements and goals. These practices around strategic analysis are balanced and complemented with a review of how to enable perspectives for your Call Center managers to perform the tactical "OODA Loop" (observe, orient, decide and act) that allows them to align in-the-moment and daily operations to the strategy.

AS a Call Center professional, you will learn how to use your call center data to:

  • Analyze Long-term vs. short-term effects of changes on customer experience
  • Put best practices into the context of your organization
  • Know when to ask, "what-if" and "what now?"
  • How to setup your tactical managers and team for successful strategic execution through goals, resources, and capabilities grounded in data driven decisions

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