Workforce area management
SEMINAR
Date to be defined
Time to be defined
Synchronous Virtual Format
objective
Obtain the necessary knowledge to manage digital channels taking into account theories of queues, profiles of people, etc.
Profits
Know the administration tools of Digital Channels.
Use calculation tools
Review of each sizing case
12 HOURS OF TRAINING
Content
Digital Channels:
Which are
Advantages and disadvantages
Bells:
Sales
Collections
Service
Digital channel sizing
Inbound and Outbound:
Characteristics of each channel
Indicators to measure efficiency, quality, cost.
Sizing
Calculation tools
How to achieve higher levels of contactability?
Effective contact and its relationship with the skills developed in the agents
Control panel
Synchronous Virtual Training
Methodology
At TELEACCION we have adapted our training processes to the online training methodology, seeking to guarantee the high standard of pedagogical and technical training programs.
For this:
We reduced the duration of training sessions.
We guarantee interactivity with the participants and pedagogical tools.
We integrate virtual conference platforms, which allow to improve the relationship with the participants, use of whiteboards, separation of groups that also generate control metrics.
Strengths
