Week 1
During the first week you will have opportunities to think about the customer contact centre industry and where it came from. In particular, there are opportunities to think about the origins and history of your own organisation, plus any other organisations with which you are already familiar.
You can also start to think about how performance is measured and the international dimensions of this large and multi-faceted this industry.
During the first week you will have opportunities to think about the customer contact centre industry and where it came from. In particular, there are opportunities to think about the origins and history of your own organisation, plus any other organisations with which you are already familiar.
You can also start to think about how performance is measured and the international dimensions of this large and multi-faceted this industry.
The industry: Origins and history
We begin with a brief history lesson, exploring some of the routes of the customer contact centre industry. You will soon begin to develop understanding of its diversity and the range of services provided by different organisations that have emerged as successful leaders in this industry.
We begin with a brief history lesson, exploring some of the routes of the customer contact centre industry. You will soon begin to develop understanding of its diversity and the range of services provided by different organisations that have emerged as successful leaders in this industry.
Your organisation: Origins and history
There will be opportunities for you to use a variety of resources - face-to-face, online, etc. - to find out more about the organisation where you yourself work.
There will be opportunities for you to use a variety of resources - face-to-face, online, etc. - to find out more about the organisation where you yourself work.
Measuring performance
We are all interest at in how we are getting on at work, regardless of the job we do and how long we have been doing it.
During this week there will be opportunities for you to think about some of the metrics used by organisations in the customer contact centre industry to measure their performance, especially where they may be able to identify opportunities for business improvement.
We are all interest at in how we are getting on at work, regardless of the job we do and how long we have been doing it.
During this week there will be opportunities for you to think about some of the metrics used by organisations in the customer contact centre industry to measure their performance, especially where they may be able to identify opportunities for business improvement.
Onshore / Offshore
Finally, during this week we will begin to explore some of the business opportunities and challenges in working in organisations with a substantial presence in other parts of the world; for example, some of the significant issues in cross-cultural management.
Finally, during this week we will begin to explore some of the business opportunities and challenges in working in organisations with a substantial presence in other parts of the world; for example, some of the significant issues in cross-cultural management.