March 25, 2019

« All Events

Contact Centre Fundamentals

April 1 @ 9:00 am - 4:00 pm

$550
You can find all the Auscontact events on CX Central's Event Calendar

Contact Centre Fundamentals

Often we ‘grow up’ in the contact centre and as we move through our career path or even when we are just setting out – there are immutable laws that remain a mystery but are none the less essential to know for success.

Auscontact is pleased to partner with BBB Advisory to deliver this session.

Don’t miss this great opportunity to network with your peers, learn while having fun and have a great tool to take back to your business to improve the experience of your team and customers alike.

Your takeaways:

  1. Metrics – terms, definitions, purpose, how they relate and align across multiple channels
  2. Queueing theory including a practical exercise on the ‘Power of One” and an overview inclusive of random call arrival, forecasting, planning, rostering & scheduling
  3. Performance metrics – what are the key indicators, who owns them and who can influence them and how to improve the outcome
  4. Contact Centre acronyms that everyone should know

Details

Date:
April 1
Time:
9:00 am - 4:00 pm
Cost:
$550
Event Category:
Website:
https://www.auscontact.com.au/events/event/newcastle-contact-centre-fundamentals-2019

Venue

HealthShare NSW
Level 1, 168 Pacific Highway
Charlestown,New South Wales2290Australia
+ Google Map

Organiser

Auscontact
Phone:
1800 025 727
Website:
https://www.auscontact.com.au/

Other

Suitable for:
Emerging/Future Leaders, Team Leaders
Start Time
Morning
Duration
6-8 Hours