Welcome To BRISK Business Inc. Learning Management System
Available courses
Description:
This course was originally developed in the 1990's and has been updated and improved ever since. It is taught in its original classroom version at venues around the world, which offers attendees the benefits of face-to-face interaction with experienced instructors, and peer sharing opportunities with other contact center managers in the class.
This on-demand management course is offered for those who wish to learn the elements of our management training, and become certified as a contact center manager, but are unable to attend an in-person course. This on-demand offering makes the 10, content-rich, modules of our management course accessible and impactful for managers around the world, without having to travel.
Managing call centers has always been a challenge, since there are many moving parts involving people, processes and technology. However, the explosion in multi-channel functionality, social media and mobile technology have increased the complexity of contact center management, and require a greater level of professional preparation on the part of contact center managers. Attendees have found this curriculum to be extremely valuable in helping them address the challenges they face, and in assisting them in becoming the leaders they want to be.
The curriculum, which was originally developed by Dr. Jon Anton of Purdue University, has been expanded and updated by Bruce Belfiore, Chancellor of the College, Jose Perez, Dean of the College, and BenchmarkPortal's staff of industry experts. Participants typically include Call Center Managers, Directors and Vice Presidents.
The Ten Lessons That Make Up This Course Include:
To begin, we focus on the importance of Leadership and sharing the mission and vision of the call center. We review all aspects of agent management from best practices in screening, on-boarding, training and ongoing management of our most important resource.
Next we discuss our favorite topic: What metrics do we need to successfully manage a call center? What tools should I use? What do we do with forecasts, adherence and schedules? How do we find the solutions that meet the needs of the business and the work-life balance of our agents while still being able to meet our service goals? Then, we concentrate on all of the day-to-day management issues. What are the high performing call centers doing to improve their quality assessment processes to drive customer satisfaction? In the Customer Satisfaction module, we discuss the multiple ways to measure, analyze and use the caller satisfaction finding.
Finally we discuss: "How do we measure and report our successes, progress and failures?" So how do we know if we are succeeding or failing? One part of the answer is to develop a benchmarking process. How do we decide which type of benchmarking is right for our organization?
- Leadership and Organization
- Analytics
- Human Resources
- Customer Satisfaction
- Workforce Management
- Quality Monitoring and Coaching
- Information and Location-Linked Processes
- Self-Service
- Technology
- Benchmarking
Curriculum:
- Leadership and Organization
- Analytics
- Human Resources
- Customer Satisfaction
- Workforce Management
- Quality Monitoring and Coaching
- Information and Location-Linked Processes
- Self-Service
- Technology
- Benchmarking
Testimonials:
"Excellent,
very applicable to real life situations"
Jacksonville, FL Attendee - February 2015
"The
College of Call Center Excellence allowed me to "see the bigger
picture" of how all the pieces in a contact center operate and influence one
another and the overall performance of the contact center."
Jacksonville, FL Attendee - February 2015
"I
will manage differently after this class. I have skills now to analyze,coach
and build a better team."
Private On-Site at Center - February 2015
"The
experience was great, the instructor was very knowledgeable on all the
information."
Private On-Site at Center - February 2015
"This
course showed us how and where improvements can be made in my current position
and in the call center."
Private On-Site at Center - February 2015
"The
College of Call Center Excellence gave me a better understanding of the
opportunities at my call center. We have a lot of work to do and now I feel
like I have a blue print of how to get there."
Private On-Site at Center - February 2015
"I
wish I would have taken this course my first year as a call center
manager."
Michelle Simon, Call Center Manager, Ameritas - November 2014
"I have love being connected to
BenchmarkPortal and the valuable information that is provided. Has been an
amazing experience."
Call Center Campus Attendee - November 2014
"I
am leaving with a wealth of information on how to run my call center more
efficiently and effectively. I really enjoyed the experience."
Julie Taylor, Call Center Supervisor, Coastal Communities Teachers Credit
Union - November 2014
"I
was able to identify my gaps to take me from thinking I have a good call center
to knowing and understanding it."
Call Center Campus Attendee - November 2014
"Great
real world examples. Numerous take aways to implement immediately."
Paul Chupp, Manager, Ameritas, Call Center Campus Attendee - November 2014
Description:
The best agent soft-skills training in the industry is now easier to access! Our acclaimed College of Call Center Excellence agent training curriculum has been made into an on-demand course - and already has received high praise.
In our new On-Demand Agent Soft Skills Course, attendees gain the valuable skills required to be a excellent customer service representative, regardless of the channel customer's choose to seek assistance. Your representatives are the "voice of the company” and play a critical role in the success of any organization. You want them to have the best training possible. This course is perfect for both new-hires and for refresher training for your entire center.
On-Demand Training - When & Where You Want It!
Our on demand call center training provides a cost-effective way to optimize your training in your own call center or from the comfort of your own home. Cover key issues to successfully elevate your contact center to new levels of excellence.
- Save on employee travel cost
- Minimize time away from work
We come to you with our innovative on demand e-learning tool. We take advantage of today's most modern techniques and try to keep our courses fun to encourage rapid learning. We know when you are enjoying yourself and having a good time the learning is easy. Time will fly by as you learn from our top ranked instructors on how to improve your skills and techniques.
Curriculum:
·What is a Contact Center?
·Customer Expectations
- Expectations of You
- It Can Be
Overwhelming!
- Expectations of You
- It Can Be Overwhelming!
·How To Interact With Customers
- It's An Attitude
- Your Voice Is Everything
- It's How You Say It
- Voice Quality
- Ask The Experts
- No Body Language
- Active Listening
- Open Ended Vs Close
Ended Questions
- Listening Skills and
Checklist
- Barriers To Listening
- Empathy
- Putting It All
Together
- It's An Attitude
- Your Voice Is Everything
- It's How You Say It
- Voice Quality
- Ask The Experts
- No Body Language
- Active Listening
- Open Ended Vs Close Ended Questions
- Listening Skills and Checklist
- Barriers To Listening
- Empathy
- Putting It All Together
·Handling Difficult Callers
- Ask The Experts
- Steps To Diffuse
Anger
- Abusive Callers
- Ask The Experts
- Steps To Diffuse Anger
- Abusive Callers
·Agent Soft Skills Final Exam
Testimonials:
- "The videos kept them engaged in the training."
- "It was an eye opener for them when they learned that their voice is everything” (70% tone of voice vs 30% words.)
- "They really liked the topic on "handling difficult callers.” They learned how they can "apologize without guilt."
- "They also liked the sample scenarios on how one can empathize with the caller."
- "They were fascinated by the information received on the open ended/closed ended (customer survey) questions and how...to deal with talkative members."
Tanya Nguyen
Member Services Director
Santa Clara Family Health Plan
Description:
BenchmarkPortal's contact center training workforce management workshop covers the entire WFM process - from the gathering of data to the production of forecasts, schedules and budgets. We include lessons that benefit attendees from any size organization, large and small, with real-world examples of solutions that work in practice - not just theory. Participants will learn:
- What processes make up the foundation of an effective call center Workforce Management practice
- How to gather the right data at the right time to optimize call center scheduling and staffing
- Results reporting that drives effective decisions and actions
- How to build forecasting models that work - including how to use Excel to do time series modeling
- Options for building staff plans that meet budgeting and scheduling needs
- How to build an Erlang C-based staffing model
- A change management approach that helps overcome the "Big Brother" syndrome too often associated with Workforce Management
Curriculum:
Gathering Information - The foundation for all workforce management practices
- Driving forces in contacts and their arrival
- Organizational Target Setting - planning for key outcomes
- Establishing targets and measures for individual performance management
- Acquiring the necessary data to plan the organization
- Introduction to staffing models - different types and when to use them
- Planning your telecom infrastructure and needs
Forecasting - Setting the framework for contact center success
- Call Center forecasting made simple
- Different forecasts for different needs - Long term, mid-term and short term forecasts and what they do
- Advanced forecasting techniques
- Organizational participation in forecasting and planning
- Blending it all together - Call Center best practices in forecasting and planning
Planning - Matching supply to demand
- Understanding planning options
- Analyzing call center costs and benefits when planning
- Building staffing models - data required, using Erlang b and Erlang c formulas
- Occupancy modeling - pros and cons
- Meeting the goal of Workforce Management through successful scheduling
- Information tracking to improve future call center hiring and scheduling
Optimizing Performance - Real-time adjustments to the plan, forecast and data
- Plan to NOT fail - good planning vs. crisis management
- Call Center service level and quality
- The Power of One
- Communicating with operations leaders - partnering for real-time success
- What to monitor - call center key metrics and reports for the real-time team
- Adherence vs. conformance - which matters more
Analysis - Reviewing the outcomes to determine improvements to the next forecast and plan
- Key data in contact center planning
- Communicating results
- Data vs. information - how to produce reports that matter
- Tying it all together the Workforce Management overview
Change Management - Preparing leaders to lead workforce management change
Best practices in contact centers and workforce management final review
Description:
The Coaching for Performance course has been designed to provide the training and tools required for call center coaches to sustain and improve agent performance. During the course we will review the role, responsibilities, and characteristics of an "ideal” call center coach - the kind of coach who makes a real impact on agents' lives and on agents' performance.
We will use various tools and approaches for improving performance, including analyzing gaps between goals and actual performance. The course provides tips and techniques based on the BenchmarkPortal coaching model.
This course will also focus on communication techniques and how to create a strategic plan for all levels of performers. Finally, we will take a close look at agent retention and the impact of team building, motivation, reinforcement, rewards, and recognition. Participants are encouraged to share their most challenging agent performance issues with the facilitator prior to the start of the course. Throughout the duration of the course, the facilitator will weave these performance issues throughout the delivery of the program and provide suggestions for creating a winning coaching strategy.
In this workshop, you will:
- Review the role, responsibilities, and characteristics of an "ideal” coach.
- Match management expectations of using call center metrics and the impact on agent performance.
- Perform a gap analysis to identify what you have versus what you want in terms of agent performance.
- Examine successful verbal communication techniques.
- Compare and contrast the needs of new stars, rising stars, super stars, and falling stars.
- Create a strategic plan for all levels of performers to include team building, retention, and motivation.
- Practice and Application: Review the performance for five agents.
- Practice and Application: Create a coaching plan to sustain and/or improve performance for each agent.
Curriculum:
- Identify the role and responsibilities of the call center coach
- Describe the characteristics of an "ideal” coach
- List call center performance metrics used to define agent performance
- Compare and contrast performance metrics with performance management
- Define the balance between agent metrics and what agents care about
- Examine the status quo in order to determine the gap between what is desired versus the target
- Create a gap analysis to determine steps needed to reach target performance
- Identify subtle communications techniques that can strengthen or damage agent performance
- Determine visual words and phrases that can be used to replace body language
- Identify key phrases to build confidence and rapport
- Review the top five phrases to avoid when providing feedback to agents
- Determine successful replacement phrases to be used during feedback
- Examine characteristics of new stars, rising stars, super stars, and falling stars
- Describe the components that make call center teams unique
- Outline the reasons why agents stay in a call center and why they leave
- Review successful motivation techniques used in call centers
- Practice and Application - Examine the performance for five agents and create a SWOT analysis for each agent
- Practice and Application - Create a coaching plan to sustain and/or improve performance for each agent
- Course Review
Testimonials:
"I
loved this course. The methodology options provided will be invaluable for
coaching sessions to assist in reaching the desired result in behavior change.
I particularly enjoyed conferencing with other contact centers, hearing about
the similar experiences regardless of the size of center and the location and
hearing fresh ideas. Great stuff!"
Spencer, Customer Care Supervisor, Egis Projects Canada - July 2014
"This
class was great. I learned a lot and will utilize the tools from this course.
Thank you.
Jessica Stuckey, Sauder - July 2014
"This
was excellent training. the instructor was wonderful. the handouts and slides
were on point."
Online Training - July 2014
"This
was a great eye opener and refresher on topics. Although I don't currently have
direct reports, this was helpful for learning to better communicate with
co-workers and internal/external partners."
On-Site Florida Attendee - April 2014
"I
enjoyed hearing about what other companies have done to create more
success."
On-Site Florida Attendee - April 2014
"Very
informative; and much needed... for my team and my management. Hopefully we can
share with advocates/employees and use collectively across our
department."
Twanda Haywood, Supervisor Agent Service Center - April 2014
"I
loved the coaching examples. They were very realistic and issues I can easly
relate to and transfer into coaching issues I address daily."
Valerie Jefferson, Director, North Tele-direct - April 2014
The call center quality assurance training workshop is designed to meet the needs of the Director, Manager or Quality Analyst responsible for delivering a "best-in-class" quality monitoring and coaching program. Attendees will leave with the framework for their center ready for implementation. The Quality Assurance Workshop provides participants with an understanding of the elements that are crucial for building an effective and efficient program that meets the strategic needs of the organization. Those goals and/or needs may be focused on Cost, Service, Sales or Marketing.
Participants will gain an understanding of the requirements necessary to build a "best-in-class" quality monitoring and assessment process. Benchmark{Portal's approach is designed to meet the needs of the enterprise, the center, the agents and the callers. Participants will learn to identify the agent behaviors that constitute an excellent customer experience. These behaviors will reduce the amount of effort it takes for customers to solve their problems and to have their questions answered satisfactorily, thus driving loyalty to the enterprise. From this knowledge comes the development of the assessment processes, the form for assessment and the scoring metrics that will measure the result.
Participants will explore the issues relating to calibration of the assessment and scoring processes, and they will learn how to deliver appropriate recognition and reward for those involved in the process. This workshop will provide real-life example and exercises that will allow participants to assess the current programs, make adjustments or develop an entirely new program that meets the needs of all stakeholders.
Curriculum:
Participants will gain an understanding of the specific requirements necessary to develop a "best- in-class" quality monitoring and assessment process. The first step is building a "quality focused culture.” We will discuss how to do this in your organization and use real cases to discuss other companies successes. Attendees will leave with a plan and the next steps to achieving a "quality focused culture.”
The next steps are:
- Identify the attributes which will lead to the desired outcomes for each call
- Identify and separate the experience and compliance attributes that are required
- Develop the foundational definitions document
We will review examples of possible attributes to be used in the evaluation process. We will answer the question: Which attributes lead to a great caller experience. What are the attributes required for compliance to regulatory constraints or organizational process and procedural requirements?
Participants will learn how to build the monitoring and quality assessment program to meet the needs of the enterprise, the center, the agents and the callers. Participants will identify those agent behaviors that provide an excellent customer experience, i.e., reduce the customer effort to solve their problem, answer their question and drive loyalty. From this knowledge comes the development of the assessment processes, the form for assessment and the scoring metrics that will measure the result.
Participants will learn about calibration of the assessment and scoring processes. Once we are calibrated, evaluating calls is the next big step in how to deliver appropriate recognition and reward for the stakeholders of the process. We will share success stories of other organizations' recognition programs.
This workshop will provide real-life example and exercises using strategic imperatives to assess the current program, make adjustments or develop an entirely new program that meets the needs of all stakeholders.
- Introduction to Quality Assurance
- Creating a QA Strategy
- Positive Culture and Behaviors
- Quality Assessment Forms:
- Structure,
- Scoring & Weighting
- Measures and Calibration
- Service vs Compliance
- Call Monitoring Process
- Evaluation Frequency
- Art of Coaching
- Feedback
- Time Management
- Discussion: How many calls, Coaching process
- Reward and Recognition Methods
- Technology
- 3rd Party Options
- Conclusion