World Leading Performance in Contact Center Management

Objectivos

For you that lead and plan the work in a Contact centre. World Leading Performance in Contact centre Management gives you necessary tools in order to administer and act in your Call or Contact centre. Successful management of a Contact centre requires an understanding for the environment and an effective process for planning and management.
 

This course takes up how you set objectives for response times, forecasts for resources and people management. It also focuses on the importance of your communication, of the value that a Call or Contact center has, to your organization, which is a condition in order for you to ensure yourself about sufficient resources for your Contact centre. On the course, you also get concrete practical cases based on experiences.

After the course you can directly begin to use the methods in your Contact center and shortly achieve positive results.

Seminar Goals

At the end of the seminar participants will be able to:

• make plans in order to maintain constant service levels
• have reliable forecast for staffing and time schedule personnel
• understand and to explain the unique conditions in a Contact center
• take forward key figures and the objectives for your contact center to reach success
• find the individual objectives that give correct behavior from the employees
• improve quality and effectiveness within budget
• winning the company management’s confidence
• decrease abandonment rates and to win back lost customers
• handle several communication channels
• exceed the customers’ expectations
• decrease the costs in order to improve the result

Programa

Contact Centers Place (CC) in the Organization
How you should position the CC in your organization?
What is the purpose of the CC?
What benefit could it get to your company?
Cost center or Profit Center?
Single Point of Contact!
 

Resource Management & Statistics and Measurements
How you handle the resource management?
Whom you should recruit as an agent?
How should you measure the organization?
What mistakes could be done if you measure the wrong things?

Contact Center Management
Leadership in a contact Center
Why team building?
Transitional Leadership
How could you achieve a World class CC?

*Includes seminar materials, lunches and coffee breaks!
*Lunch break: 13.00 - 14.00

 

Sobre o ORADOR

About Mats Kallmyr

Currently Mats Kallmyr is the Finance Manager at ST-Ericsson in Lund, in Sweden. ST-Ericsson was created in February 2009 as a 50/50 Joint Venture by ST Microelectronics and Ericsson, two of the world’s leading wireless semiconductor and mobile platform companies, both with strong industry heritage. Kallmyr’s wide working experience as a Manager lead him to this demanding and responsible assignment in the newly created organization. Throughout his career, Mr.Kallmyr has held several high profile leadership positions including Business Controller and Account Manager positions at Saab Automobile over a long period of time, Finance Controller at Norwegian Hydro and International Market Developer at Sweasia Trading AB.

At Ericsson Mr Kallmyr commenced his career in 1997. First he was a Team Leader of the Accounts Payable & Finance Department and later on he worked as Accounts Payable Manager and Global Program-, Project-, and Contact Center Manager at Ericsson AB. Until recently, he was the Manager of Ericsson’s Contact Center Stockholm Finance & Sourcing (CC STO F&S) that delivers professional support to the Ericsson’s end-users and external vendors, within the administrative areas of Finance and Sourcing. CC STO F&S is a knowledge based service desk within Shared Service Center Stockholm (SE). The purpose of CC STO F&S is to give support to all end-users within in Sweden, Nordic- and Baltic-, Middle East (incl Pakistan)-, North African-countries and also in
some areas globally, within the processes of Finance and Sourcing (F&S).

Kallmyr turned his Contact Center from an average service desk to a center of high motivated and educated people! Several persons of Kallmyr’s staff that contiuned their carriers from CC Stockholm got very high qualityand important jobs later on.

Mr.Kallmyr is also an acknowledged speaker and lecturer on management of Contact Centers. He has consulted and presented his ideas at seminars through Sweden and Europe. As a speaker Kallmyr is engaging – he is challenging, dynamic, motivating and full of learning based upon his experiences Worldwide.

Mats’ Management experience includes improving team performance, all activities of personnel supervision and management, insuring compliance with policies and established practices, interpreting regulations, resolving problems, and project management activities. Able to apply problem-solving skills, adapt to changing situations, and maximize efficiency while minimizing costs. Have strong analytical and troubleshooting skills, quickly assessing situations and providing solutions. Practical business approach to modify and enhance workflow processes. Possess excellent management skills. Apply excellent critical thinking and problem resolutions skills.

Destinatários

Who should attend?
The education is especially for you that are manager or a team leader for customer service, a contact- or a call center.

Local

Hotel Tivoli Oriente, Parque das Nações, Lisboa

Valores

1.990 € + VAT per participant (includes: lunches, coffee breaks,documentation and a certificate of the participation).

For Groups please contact our Sales Department by
Tel.: +351 217 957 468 or e-mail: info@letstalkgroup.com

Final Registrations April 16

Seminar in English