MKG-121 Building a Customer Focus – Contact Center Strategies & Management

Description

*This course is also available as a live distance learning course*

A 5-day training course to equip participants with the knowledge, methodologies and strategies to build customer focus in contact centers and to manage contact center activities.

Objectives

• Understand the concepts which are essential to providing customer service which is customer focused
• Show how to use contact center technology and management tools to set service levels/metrics and analyze reports so as to ensure a customer focus
• Practice essential skills required to deal effectively with customers
• Analyze and be able to apply key strategies and tactics for managing human resources within a contact center
• Show the link between quality of service and customer satisfaction
• Identify the customer service information requirements of executives

Topics

Customer service with a customer focus

• Definition
• Importance
• Cost of acquiring new customers
• Benefits of effective customer service
• Creating a customer care culture
• Sales negotiation
• Going the extra mile
• Ten golden rules of customer care

Customer service management

• Setting service levels
• Achieving service levels
• Analyzing reports

Contact center technology

• Service and information technology
• Call load and staffing
• Call-handling strategies and tools
• Employee monitoring tools

Contact center management

• Effective tools, methods, and techniques
• Queuing concepts and managing a queue
• Process management principles
• Strategic vs. tactical decision-making
• Metrics required for running a contact center at optimal performance
• Benchmarking and best practices

Customer management

• Understanding customer requirements
• Creating a customer vision
• Dealing effectively with customers
• Customer retention: Practical customer skills
• Effective listening and questioning techniques
• Handling irate and confused customers

Customer satisfaction and quality of service in a competitive environment

• Customer satisfaction
• Quality of service
• Quality assurance
• Service Level Agreement (SLA)

Human resources in contact centers

• Recruitment of the right employees
• Psychometric evaluation tools
• Communication with employees
• Training W5 (Who, What, When, Where, Why)
• Employee motivation
• Stress management
• Employee performance evaluation
• Turnover reduction

Communicating customer service information to executives

• Information requirement of executives
• Parameters and benchmarks
• Communication with executives

Target audience

• Customer service and contact center senior managers and executives and seeking to acquire knowledge on how to successfully build a customer focus and manage contact center operations
• Managers looking to complement their skill-set by gaining a good understanding of customer service and contact center management

Methodology

Location

About Neotelis