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Managing a Successful Call Center

Call centers create a competitive advantage for organizations, whether there are two or two hundred people answering calls. This webinar will help call center managers establish training and practice coaching techniques that ensure agents know how to effectively use the technology and are inspired to perform.

OnDemand
Recorded Thursday,
August 15th, 2024
Presented by Janice Branch
2h total length
2 SHRM-CP Credits
$299.00 or 1 Token

Includes: 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Customer Service
  • Deposit Accounts
  • General Compliance
  • Human Resources
  • Information Technology/Security
  • Management/Employee Development
  • Branch Manager
  • Deposit Operations Manager/Specialist
  • Human Resources Officer
  • IT Professional
  • Training Manager
  • Trainer

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To create an exceptional customer experience for depositors, calls centers must have effective people, effective internal processes, and effective information technology. In this webinar, call center managers will learn how to make these key factors work together and build a motivating work environment to deliver on the promise of world-class service.

What You'll Learn

  • Establish training curriculum for call center agents
  • Determine and implement a call flow guide
  • Build consistency between agents
  • Decrease member dissatisfaction
  • Reduce excessive call times

Who Should Attend

Call Center Managers, Trainers, and Supervisors will all benefit from this webinar.

Janice Branch

Instructor Bio

Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.

Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the "go-to" person every bank wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.

Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.

A native Texan she enjoys many pursuits in addition to teaching and learning, but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.

Continuing Education Credit Information

Managing a Successful Call Center has been approved for 2 SHRM-CP credits. This statement is not an endorsement of this program or its sponsor. Credits are redeemable for both Live and OnDemand viewing. For questions on certificates, please email support@oncourselearning.com. Certification holders must report these credits at https://portal.shrm.org/.

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