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Contact Center Supervisor/Manager Training

This course has already finished. If you are interested in this course, please contact our call center. We will inform you next training schedule.

Period

2nd week of May 2011

Venue

NEC Training Center (2nd floor Serm-mit Tower)

Intended Audiences

  • Contact Center Supervisor/Team Leaders
  • Contact Center Manager

Maximum Attendee

  • 25 persons

Introduction

Managing an effective Contact Center has its challenges so you need to take advantage of anything that's going to improve customer service, grow revenue and keep your customers happy.

Benefits of NEC Contact Center Solution

  • Improved responses and customer service levels
  • Higher staff productivity and operating costs
  • Lower abandonment rates
  • Effective handling of priority customers
  • Better information management

Supervisor Training’s Objectives

After complete this training, attendees will be able to:

  • Have knowledge in company Contact Center Concept, including Queue and agent.
  • Understand the operations of Supervisor Desktop
  • Know how to use Telephone function increasing Contact Center Performance
  • Know how to create and analyze Report

Training hours

  • 1:30pm to 5:00pm
  • Breaks
    • Afternoon break: 3:00pm to 3:15pm

Supervisor Training’s Course Outline

Topic Time Consumption
Overview of NEC Contact Center Solution 30 Minutes
Supervisor’s Tools
  • Telephone
  • Supervisor Desktop
  • Report
135 Minutes
Basic Trouble Shooting 30 Minutes

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