Organisation: BCE Elix
Category: Service Management
Description: Duration -- 1 day
Objectives
This workshop will introduce you to an effective system for call load forecasting, staffing level calculations,and agent scheduling, and examine the factors which affect customer wait time.
Description
Reducing customer wait time is the challenge that faces every busy contact centre operation. Long waits result in poor customer service and lost revenue, directly affecting your business's profitability.
The BCE Elix Service Level Management workshop will give you the management tools necessary to implement specific action plans that will improve customer satisfaction and increase sales opportunities.
A Service Level Management Certificate will be awarded upon the successful completion of the workshop. Participants also receive a workbook of the material covered, and software to use to graphically portray and analyz their own contact centre's service level measurements.
Course Fees
Dedicated Sessions: $4,000.00 per session based on 12 attendees.
Additional attendees to a maximum of 15 per session, $ 200.00 per attendee.
Customized Sessions: Same price as dedicated plus $195.00 per hour or $1500.00 per day in customization fees.
Price: USD $4,000.00
Contact: BCE Elix
14 Commerce Place
5th Floor
Verdun
QC, Canada
H3E 1T5
email:
website:
Service Available In :
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