For call center managers a combination of technological fluency and managerial know-how are essential to survival in the high stress environments of customer service. The ability to juggle these tasks is not something that we intrinsically carry, and even after years of successful call center operation there are always means by which managers can boost their effectiveness.

RCCSP has been offering training and educational services to call centers for over 21 years, and has in its program a 5 day intensive program called “Call Center Management Boot Camp.” This program is sure to offer even entrenched call center employees, a new perspective to get things done. The event takes place at the Omni in downtown Austin, TX   August 22 to the 26.

The course will introduce attendees to the component parts, job roles, and performance factors inherent in all call centers. Attendees will be versed in the basics of call center operation, how calls make it to their office and are then disseminated into the workforce. The curriculum then focuses on comprehensive skills and knowledge necessary to manage the day-to-day operations of a contact center. Course content covers tactical in-the-trenches management responsibilities, from the most fundamental tasks of hiring, training, coaching, maintaining morale, forecasting, scheduling, and using performance metrics; all the way through quality assurance, cost management, strategy, leadership and more.

Once the educational sessions have taken place Monday through Wednesday, attendees will be given an opportunity to participate in hands-on sessions on Thursday and Friday. Here they’ll be given the opportunity to drill down on anything in the curriculum.

"RCCSP training programs provide customized instruction with plenty of opportunity for questions and discussion. I learned quite a bit, and the teachers were willing to share all of their materials, so we don't need to reinvent the wheel. RCCSP is well prepared, experienced, and recognized worldwide,” stated Andrew Lyssy, senior IT supervisor, Texas A & M University.

So don’t let your call center mangers grow complacent, give them the opportunity to engage in conversation that will reinvigorate their approach and share their experiences. For more information and to register for “Call Center Management Boot Camp” visit the RCCSP preview site: here.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.

Edited by Juliana Kenny