Call Center Management Overview and Applications

Course Description

This course provides an overview of the business of call centers. Areas of emphasis include operations, people, customer relationship, leadership, and business management.

Topics and Objectives

Business of Call Centers

  • Describe the origin and evolution of call centers.
  • Examine various types and structures of call centers and their roles in organizations.
  • Describe the impact of call centers on an organization

Operations Management Overview

  • Examine the daily operations management functions of call centers.
  • Compare and contrast key call center and individual performance indicators among different types of call centers.
  • Illustrate the uses of common call center systems and technology.

People Management Overview

  • Examine human resources, regulatory, and workforce diversity issues that impact call centers.
  • Analyze factors influencing call center staffing and scheduling plans.
  • Examine various techniques used to measure and manage call center workforce performance.

Customer Relationship Management Overview

  • Differentiate between internal and external customers.
  • Examine customer relationship management (CRM) practices and procedures.
  • Explain a call center's role in supporting organizational CRM strategies.

Leadership and Business Management

  • Describe the characteristics of call center leadership.
  • Examine the financial aspects of call center management.
  • Evaluate the impact of a call center on organizational success.

Request information on this program - Please complete all fields
First Name
 Last Name
Home Address
City
State
 Zip Code
Highest Level of Education
Are you a United States citizen?
Yes   No  
Are you associated with the United States Military?
No   Yes  
Phone #
() -
Phone Type
home   mobile  
Secondary Phone #
() -
Secondary Phone Type
home   mobile  
Email Address
I acknowledge that by submitting this form, I may be contacted by telephone and email by the appropriate university/college  

Possible Alternatives ...

We have compiled the following list of possible alternatives to the Call Center Management Overview and Applications you are viewing. It is a good idea to get information about several schools and programs to weigh your options.

  • Global Value Chain Management
    Course Description This course describes value chain activities between buyers and sellers in international b...
  • Business Systems II
    Course Description This course reviews the following business systems: marketing, sales, human resources, ope...
  • Financial Accounting II
    Course Description This course introduces plant assets, liabilities, accounting for corporations, investments...
  • Employee Motivation and Compensation
    Course Description This course studies theories and practices for employee motivation and the administration ...
  • Database Management Systems
    Course Description This course continues the subjects studied in DBM380, Database Concepts. Emphasis is place...
  • Legal Issues in the Workplace
    Course Description This course provides an overview of federal, state, and local regulation of the employer-e...
  • Business Systems I
    Course Description This course introduces business systems. The course first reviews the basics of the busine...
  • Management: Theory Practice and Application
    Course Description This course explores the rich field of management in theory and practice, and as both a scie...
  • Enterprise Risk
    Course Description This course requires the manager to confront opportunities and constraints emanating from ...

480.777.5735

|

email »