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http://benprise.ning.com/events/essential-skills-knowledge

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Time: January 27, 2010 to January 28, 2010
Location: Dubai, U.A.E.
Website or Map: http://www.insights-me.com/in…
Event Type: seminar

Attend the ICMI flagship course and build a sold foundation for successful contact centre management. You'll learn breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer services and achieve your personal career goals.

You'll learn ways to :

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Create a planning culture
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Meet service levels consistently
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Forecast the workload with accuracy
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Develop accurate schedules
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Manage the queue in real-time
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Communicate unique contact center dynamics
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Set the right performance objectives
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Improve quality and efficiency
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Win the support and recognition of top management

Who should attend?

Directors, Managers, and Supervisors responsible for customer service, sales claims, reservations, information centers, hotlines, emergency services, and consumer affairs.


More than 50,000 people have
already benefited from this
unique programme.

Invaluable Course Materials
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A handsome executive-style course manual, chock-full of useful forms, graphs, charts, case studies and exercises, that will save you literally hundreds of hours.
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Valuable software, including programmes that calculate staff, occupancy, trunk load, service level, average speed of answer and calls in queue. (Note : software provided is a free, value-added benefit for seminar attendees.)
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A highly-usable glossary of call centre management acronyms and terms.
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Reprints of dozens of articles that will provide an invaluable reference long after the seminar.
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An action plan, trip report, workbook, complimentary copy of Call Centre Management Review and a frameable course completion certificate.

20 Advantages of Attending
1 Become immersed in a highly evolved system of values for incoming call centres which will guide you in making correct decisions throughout your career.
2 Understand the totality of an incoming call centre and of an incoming call centre manager's job.
3 Get an inside look at what the best call centres are doing today, and how they are preparing for tomorrow.
4 Build your own network of supportive fellow professionals.
5 Gain new insights into the driving forces which impact management and planning of an incoming call centre.
6 Acquire invaluable reference materials (charts, worksheets, forms, article reprints, case studies and software) that will save you literally hundreds of hours.
7 Identify weaknesses or missing links in your planning process and learn how to develop a more workable, collaborative approach.
8 Save time by learning what data is critical and what you can do without.
9 Learn how to forecast call load (volume, average talk time and average after call work time) down to the half-hour level.
10 Find out how to choose a service level objective that makes sense for your organisation.

Read More..
http://www.insights-me.com/index.php?id=100301&item=esk&file=intro&lmenu=eskmenu.php

Limited Places
Note : 3 Registration For Any Single Programme
Earns 10% Discount
Avoid disappointment Register Today

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