NSW Contact Centre Fundamentals

Date & Time

Thursday 30 March
9:00am registration for 9:30am start to 1:30pm finish

Location

Auscontact, Suite 301, 55 Chandos St, St Leonards

Price

Members: AU $ 165.00
Non Members: AU $ 330.00

Register

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Facilitated by: BBB Advisory

Often we ‘grow up’ in the contact centre and as we move through our career path or even when we are just setting out – there are immutable laws that remain a mystery but are none the less essential to know for success.

Auscontact is pleased to partner with BBB Advisory to deliver this session.

Your takeaways:

  1. Metrics – terms, definitions, purpose, interdependencies across multiple channels
  2. Queuing theory including a practical exercise on the ‘Power of One” and an overview inclusive of random call arrival, forecasting, planning, rostering & scheduling
  3. Performance metrics – what are the levers, who owns it, who can influence it and how to improve the outcome
  4. Contact Centre acronyms that everyone should know

Attendees will need a calculator and your phone loaded with ‘Call Center Calc’ (free application) to get the best benefit in this highly practical session.

Don’t miss this great opportunity to network with your peers, learn while having fun and have a great tool to take back to your business to improve the experience of your team and customers alike.

Previous attendees said:

“A Power of One” session, wonderfully constructed and delivered in an interactive and thought-provoking way ensures that participants, regardless of experience and roles within the centre, leave with some great takeaways – Customer Service Manager, Major Travel Company

The program content was excellent and Lyn’s training style really connected with the team and helped them understand how they can impact our customer experience. I would like to thank Lyn and BBB for their efforts and wonderful program which I highly recommend – Director Corporate Services, Local Government Authority

  • Gold Sponsors

    Concentrix Maritz CX Verint
  • Silver Sponsors

    Genesys Symmetry Call Design Nice Contact Centre Central
    Matchboard NewVoiceMedia CallMiner Jabra