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
objective
objective
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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:
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.
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
