SEMINAR

How to effectively manage digital channels

Synchronous Virtual Format

14, 15, 16

Junio

9:30 AM a 12:30 PM

Hora Colombia

$275 USD

$1.150.000 COP

* This value does not include taxes

objective

Obtain the necessary knowledge to manage digital Channels taking into account theories of queues, profiles of people, etc.

Obtain the necessary knowledge to manage digital Channels taking into account theories of queues, profiles of people, etc.

objective

Obtain the necessary knowledge to manage digital Channels taking into account theories of queues, profiles of people, etc.

Obtain the necessary knowledge to manage digital Channels taking into account theories of queues, profiles of people, etc.

9 HOURS OF TRAINING

Content

  • Omnichannel channel types, definition uses

  • Classification of Indicators

  • Efficiency indicators

    • Level of attention

    • Abandonment

    • Service level

    • HANDLE

    • TMO

    • ACW

    • % Of occupation

    • Turn adherence

    • Markings

    • Management

    • Contacts (edit)

    • Contact with owner

  • Quality indicators

    • Accuracy-monitor

    • Critical Error

    • Non-Critical Error

    • Knowledge Assessment

    • FCR First Contact Resolution

    • Sale-Payment Commitment

  • Cost Indicators

    • Billing units

    • Composition of Costs of an operation

    • Cost per call

    • Cost per Contact

    • Cost per Effective Contact

    • Conformation of the Indicator Tree

  • HR indicators

    • Rotation

    • Absenteeism

  • Support Areas Indicators

    • Human Resources

    • Monitor

    • Planning and Reports

  • Power BI

    • Knowing the interface

    • Processing data

    • Transforming data

    • Interactive Dashboard

    • Query editor

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objective

objective

brochure

Dashboard en Power BI

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Contáctanos

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"TOOL TO CALCULATE NUMBER OF AGENTS IN INBOUND CHANNELS" 

9 HOURS OF 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:

  1. We reduced the duration of training sessions.

  2. We guarantee interactivity with the participants and pedagogical tools.

  3. 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.

CONTACT US

Tel Col:  (+57)  310 801 2629

      (+57) 1 349 8840

Tel Per: (+51) 989 176 902

Calle 67 # 8 - 12 office 602, Bogotá Colombia  

FIND US

tell us

1

Disminuimos la duración de las sesiones de formación.

2

Garantizamos la interactividad con los participantes y herramientas pedagógicas.

3

Integramos plataformas de conferencia virtual, que permita mejorar la relación con los participantes, utilización de pizarras, separación de grupos que además genere métricas de control.

Methodology

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CONTACT US

Tel Col:  (+57)  310 801 2629

      (+57) 1 349 8840

Tel Per: (+51) 989 176 902

Calle 67 # 8 - 12 office 602, Bogotá Colombia  

FIND US

tell us