Call Center Manager Certification Offered by SilkWeb Consulting & Development

June 8, 2009 - PRLog -- unique set of challenges. SilkWeb’s call center certification program provides your managers with the needed tools to handle their position with confidence. This program is geared toward employees with less than 2‐years experience as a manager in a call center environment. This program covers the topics that call centers are concerned with the most.

Courses in this program include:

Coaching Skills
Coaching is based on a partnership that involves giving both support and challenging opportunities to employees. Knowing how and when to coach is an essential skill that can benefit both you and your organization.

Communication in the Workplace
The information age has produced a communication dependent culture. This course focuses on the role and types of communication in the workplace. Communication strategies and tone are also discussed. The goal is to improve communication effectiveness among participants.

Motivation in the Workplace
Most people understand the benefits of motivation; while few understand what it is and how to effectively motivate individuals. This course reviews several popular motivational theories and implications for managers.

Metrics and Key Performance Indicators
In this course participants will study the differences between metrics and Key Performance Indicators. In addition, they will learn how to classify metrics for a performance management scorecard. All of the top call center metrics and performance indicators will be covered along with how to use metrics and metrics and KPIs to achieve call center success.

Quality Monitoring
The quality monitoring process is an important task that must be understood in order to  accurately align quality objectives with customer satisfaction. In this course learners will build a new monitoring form based on industry best practices and will examine how best to determine and categorize characteristics of a call that lead to quality.
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Each SilkWeb custom online course contains interactive elements, audio, quizzes, and activities. Before development begins, our e-learning consultants review your goals, needs, and student profile to determine the best approach.

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