Anyone can step into the average call center management environment and start delivering satisfying experiences for the customer, right? The dynamics within the call center environment suggest that without the right call center training, even the most talented of customer service managers can fall short of the quality service customers expect. Fortunately, RCCSP offers the training necessary to get managers up to speed on running a successful call center.

The Resource Center for Customer Service Professionals (RCCSP) offers extensive call center training to keep call center managers focused on the necessary tasks that produce results. The organization’s Call Center Metrics, Analytics and Reporting, part of its Service Engineering Series focuses on a number of key call center training initiatives considered essential for the successful call center environment.

The training course includes an examination of key metrics that every call center manager must track, as well as the types of management decisions and metrics and reports that are appropriate to each position. The course material also explores the secrets to transforming the metric data into management actions.

Call center managers seeking the necessary human resources element within call center training will benefit from a close look at the division of labor and the proper application of human resources within the call center setting. They will also explore the difference between those decision-makers who are strategic and those who are tactical in order to determine who should be doing what within the customer service spectrum.

This call center training curriculum will also explore the cause and effect techniques that call center managers can easily use on a daily basis. The course will offer a new, take-home metric blueprint designed according to the call center training student’s specific call center. They will also learn specific and scientific techniques that have been proven to dramatically improve the performance of the contact center immediately.

Call center managers attending this training will focus on performance management through metrics that extend far beyond KPIs, Erlang formulas and costing metrics that provide insight on acceptable or unacceptable results. This call center training course will instead focus on the engineering techniques within the call center and how to construct metrics that identify the causes of problems, while generating solutions that change the end result.

James Abbott, an industrial and service engineer, and author of the book, The Executive Guide to Call Center Metrics, is set to teach this call center training course. His is the most widely read book on contact center metrics and this training course promises to be unlike any other in the call center training realm.

For more information on this call center training course or RCCSP as an organization, check out their website today.