In today's competitive landscape, the call center is the front line of customer engagement and a vital strategic asset. This intensive, three-day seminar is designed to provide a comprehensive roadmap to excellence in customer experience and operational management. It is uniquely structured to cover the full spectrum of call center operations, from foundational agent skills to advanced team leadership and executive-level strategy. Through a balance of theoretical knowledge, practical exercises, real-world case studies, and interactive discussions, participants will gain the essential tools to drive success at every level of the organization and future-proof their operations.
This seminar is divided into three progressive modules to ensure a complete and holistic learning experience:
Focuses on the core skills and techniques required for individual agent success and delivering superior customer service. Covers foundational communication methods, efficient call handling, and problem resolution practices.
Elevates the learning to advanced customer psychology and experience strategies. Explores the critical function of integrating sales, upselling, and cross-selling ethically within a service environment, alongside multichannel support best practices.
Addresses the challenges of team leadership, workforce management, and effective coaching for supervisors and managers. Look forward by reviewing essential call center technologies, data analysis, and emerging trends like AI and omnichannel strategy.