Operations Management in Contact Centers
Fundamentals of Contact Center Operations Management
- Understanding the workflow from call receipt to resolution.
- Managing call queues and key operational KPIs (Service Level, Abandon Rate).
Principles of Workforce Management (WFM)
- Forecasting call volume based on historical data and seasonal factors.
- Creating optimal schedules to meet demand.
- Monitoring real-time adherence and managing real-time situations.
Quality Management and Continuous Improvement
- Designing an effective program for monitoring and improving call quality.
- Linking quality results to training and process improvement.
Reporting to Senior Management
- Developing comprehensive performance reports that summarize the operational health of the center.
- Analyzing operational data to identify improvement opportunities.