Contact Center Management Certification

Contact Center Management

Buy ₹49,997.00

Course curriculum

1. How to use this course
2. Before we begin...
1. Important Reading - Get Started
2. Participant Honor Code
3. Reference
4. Business Excellence Methodology
5. Practice Files
1. Batch 2 Group Check-in Session Schedule
2. Group Check-in Virtual Classroom Link
3. Group Check-in Manual Login Details
1. What is Statistics?
2. Graphical Plots
3. Descriptive Statistics
4. Outliers
5. Boxplot
6. Skewness
7. Normal Distribution
1. Business Model Canvas
2. Know Your Customer
3. Operating Model Canvas
4. Forcefield Analysis
1. Can we get the cow to login on their own?
2. Can we create a safe scratching experience for Cows?
1. SIPOC - High Level Process Map
2. Key Performance Indicators
3. Introductory Presentation by Participants
4. ILLUSTRATION - Football Measurement System and Performance Standards
5. SMART Goals
6. RACI Matrix
7. Metrics Mindmap
8. Defects and Defectives (Self Study)
9. Signal from Noise in Metrics (Self Study)
10. Balanced Scorecard (BSC)
1. How do I identify process gap?
2. Identify sources of risks – Failure modes and Effect Analysis
3. Case Study 1 - Failure modes and effect analysis
4. Case study 2 - Failure modes and effect analysis
5. Downloads for Exercises
6. Time Study
7. Value Add / Non - Value Add Analysis
8. Case Study - Value Add / Non-Value Add Analysis
9. Qualitative Screening
10. 5Whys and 5Ws and 1 H
11. Exercise - Reviewing and Identifying Gaps in Root Cause Analysis
1. Application of Analytics in Customer Service Operations
2. Practice Files
3. Which team is a better performer?
4. Exploratory Data Analysis
5. Pareto Plot
6. Pareto Exercise
7. Control Charts
8. Correlation and Regression
1. De Bono's Six Thinking Hats
2. Ideation - De Bono Six Thinking Hats
3. SCAMPER Technique
4. Mcdonald's Process
5. Customer Experience of moving services in Japan
6. Moving Services in Japan
1. Capstone Project details
2. Check in 1 - Expectation
3. Check in 3 - Expectation
4. Check in 4 - Improve Phase
5. Check in 4 - Control Phase
1. Basic Structure for Bottom Performer Management
2. Analysing and Managing Attrition in Customer Service Operations
3. Identifying and Managing Employee Burnout
4. DMAIC Approach for Productivity Improvement and Defect Reduction
1. Evaluation Criteria
2. Examination Instructions

About this course

₹49,997.00
69 lessons
2.5 hours of video content

Contact Center Management

Course curriculum

Welcome to the course!

Getting Started

Instructor led live classroom session

Elementary Statistics (Self Study)

Know your business and customers (Self Study)

Driving Change (Exploration)

Let's get to know your process and metrics

Process Review

Exploratory Data Analysis

Innovative Solutions

Capstone Project

Management Inputs

Examination

About this course