01 - Introduction
02 - 1. Navigating the Dynamic Contact Center Environment
03 - 2. Effective Resource Planning
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02 - Accessibility Service level and response time (4:45)
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01 - Introduction to contact center planning (1:54)
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03 - Forecast the workload (5:27)
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04 - Calculate base staff (5:18)
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05 - The immutable laws (4:50)
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06 - Effective scheduling (5:31)
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07 - Long-term staffing plan (4:01)
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08 - Real-time management (4:48)
04 - 3. Maximize Contact Center Quality and Performance
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01 - Principles of contact center quality (3:06)
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02 - The contact center process (2:31)
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03 - Quality tools and methodologies (4:09)
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04 - Measures and objectives for the contact center (2:58)
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05 - Measures and objectives for agents (3:22)
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06 - Monitor and coach (4:29)
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07 - Key technology developments (5:24)
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08 - Enable a supporting culture (3:01)
05 - Conclusion
Ex_Files_Managing_Customer_Contact_Center_2022
