12:30 Registration
Choose Master Class A Or Master Class B
1:00-6:00 Master Class A: Metrics And Processes: Identifying And Implementing The Right Indicators And Process Updates To Lead Your Call Center To Prosperity
In this workshop you will be taken from benchmarking and basic indicators to examining unique and innovative ways to combine metrics and processes to drive tangible benefits.
What Will Be Covered
Mr. Flores will feature the ‘old guard’ indicators as well as present the evolution of new and significant metrics that, coupled with process mapping will enable you to have an accurate ‘pulse’ of your contact center and yield significant improvements. These points will include:
- Service Level: Identifying and Meeting your Goals
- Process Mapping and Documentation
- Performance Reporting
- Departmental Impacts
- Meaningful Dashboards
- …and many more
What You Will Learn
Play a “Price is Right” style game and participate in group activities that will assist you in
clearly defining the metrics that matter in
your contact center and who they will
matter to. Mr. Flores will also share his
experience in identifying key audiences for
the various indicators. Essential take-a-ways include:
- Combining metrics to see a complete picture
- Identifying uncommon audiences of your indicators
- Process mapping to identify quick benefits
- Tips on implementation
Darryl Flores
Workforce & Contact Center Professional Service Manager
SWBC
Named one of the Top 10 "Best Places to Work" by the San Antonio Business Journal (# 8)
#1 Fast Track Company in San Antonio in the 'Over $100 Million/Under $500 Million'
Category by the San Antonio Business Journal
1:00-6:00 Master Class B: Understanding The Mathematics Of Call Center Operations
What Will Be Covered
The objective of this class is to present the mathematics of call center operations in a way that
call center executives will understand how to eliminate the “Keystone Kop” syndrome. In order
to understand how to manage call center queues, it is necessary to understand how queues
work. The class will cover the:
- Key elements of call center systems
- Factors that will most impact the manpower requirements
- Difference between strategic and tactical forecasts
- Forecast techniques of most software programs
What You Will Learn
We will examine the structure of all queuing systems. From the knowledge of the structure of
queues you will uncover the secrets on how to utilize your workforce more effectively. You will
examine how technology affects your workforce and the performance of the call center. You
will understand the value of training call
center reps and how to measure its value.
You will also be able to examine whether or
not you should train reps to be specialists or
generalists. Finally, you will understand how
to plan your workforce to become more
responsive to the changes in call volume during each shift.
- The five key measures necessary to understand call center operations
- Why we need to develop special measures to improve forecasts
- The key statistics of call center queues
- The non-linear nature of call center queues
- Why training is so very important
Dr. Bill Bleuel
Professor of Decision Science
Graziadio School of Business and Management, Pepperdine University