成熟型呼叫中心的演进路径高级研讨班[9月21-22日，上海]

客户世界 | 2015年7月12日 | 文库 | 评论已关闭 | 1410

客户世界||2006-07-25

成熟型呼叫中心的演进路径高级研讨班[9月21-22日，上海]

呼叫中心职能管理专题研讨系列之四

| 来源：客户世界 | 2006-07-25

呼叫中心管理原理——成熟型呼叫中心的演进路径
Moving from Level 3 to Level 4 Evolution

主办单位：信息产业部呼叫中心职业标准指导委员会
中国电子商会呼叫中心与客户关系管理专业委员会
承办单位：客户世界机构 SAGATORI
培训时间：2006年9月21-22日
培训地点：上海齐鲁万怡大酒店

课程背景：
如同市场经济本身，呼叫中心、CRM等都是“舶来品”。作为后来者，我们已经不乏时髦的概念——问题只在于莫衷一是的理解；我们是兢兢业业的实践者——只是在“摸着石头过河”时常常感到疑惑和迷茫；我们的专家也在不停地生产我们所渴求的知识和理念——只不过难以超越权威气十足的评判、断语，或初学者不得要领的感悟、心得之类。

我们并不满足于这些，因为尽管我们有聪明的灵感和来自于实践的真知灼见，我们需要逻辑明晰的体系帮助我们梳理所积累的知识、开启富有创意的思考；尽管我们有能力购买最先进的技术，我们还需要有能力判断哪种技术最适合我们的需要；尽管我们能够聘请优秀的人才，但更重要的是人的发展与企业目标的实现……也就是说，因为尽管我们是后来者，但是我们要“站在巨人的肩膀上”，发挥“后发优势”。

无庸讳言，西方呼叫中心以其20余年的历程，已经成长为“巨人”。“加强同国际同行的交流和联系，推动全国呼叫中心／客户关系管理市场的建设与发展”是CNCCA的重要使命。

本次CNCCA联合亚洲地区首屈一指的呼叫中心管理顾问公司SAGATORI举办的公开课“呼叫中心管理原理——成熟型呼叫中心的演进路径”就是为了引进国际最佳实践，帮助国内同行缩短学习曲线，加快国内呼叫中心向成熟型呼叫中心的演进步伐。

课程提纲：
•呼叫中心运营能力与成熟度模型（SC3E）

•THEM2方法——技术、人的因素、环境、管理
   技术在呼叫中心的真正角色
   人的因素——世界级呼叫中心的经验
   哪些环境因素是至关重要的？
   呼叫中心管理的独特性

•无障碍沟通——全球通用的呼叫中心行业用语

•呼叫中心运营的关键影响因素
   关键因素的识别
   关键因素的可管理性
   客户在其中的作用

•呼叫中心工作量的预测
   呼叫量是否可预测？预测的准确度如何？
   提高预测准确度的特殊方法
   影响预测准确度的其他因素，如何利用？、

•随需而变的人力安排
   如何把预测到的呼叫量转变为人力需求
   ErlangC是什么，在呼叫中心的用途如何？
   人力安排计划与基于技能的路由，如何协调？
   集中式呼叫中心与分布式呼叫中心的效率分析

•测评手段与运营目标
   给测评一个理由——避免过度测评
   座席员的掌控范围
   定性测评与定量测评的界线
   高层管理真正需要知道哪些？

•向成熟型呼叫中心的演进
平衡演进——如何做到？
成熟型呼叫中心——如何知道自己达标？

Target Audience
This management seminar is based upon Sagatori’s Contact Centre Competency and Evolution Model (SC3E model). A brief description of a Level 3 contact centre would be:
  •The centre(s) has been operational for more than 12 months
  •The centre has documented KPIs and Targets
  •The centre is enabled by (at least) basic telephony technology

It should be noted that this course will also provide insights for Level 1 and Level 2 contact centres (where the centre may be still be in planning or less than 12 months old) seeking faster evolution and competency.

Primary Aim
This seminar aims to provide participants with a solid understanding of the Competency and Evolution model, as well as the knowledge and insights required to progress their contact centres from Level 3 to Level 4 and beyond.

Topics
The topics covered in this seminar include:

•Contact Centre Competency and Evolution Model (SC3E model)
   What is the SC3E model and how does it work?
   What is the difference between a Level 3 contact centre and a fully evolved Level 8 contact centre?
   In anyone in China at Level 8?
   Exploring the ‘unbalanced’ version of the SC3E model

•How the various elements of the THEM2 methodology relate to each other
   What part does Technology really play?
   How are the world leaders handling the Human issues?
   What elements of the Environment are critical?
   What special management practices exist in the unique area of contact centre management?

•The characteristics of a Level 3 contact centre
What are the core ways to identify a Level 3 contact centre?
What technologies, human practices, environment aspects and management principles are in place?

•The characteristics of a Level 4 contact centre
What are the core ways to identify a Level 3 contact centre?
What technologies, human practices, environment aspects and management principles are in place?

•An introduction to global industry language
What are some of the specific words and acronyms used only in our industry?

•The key influencing factors in contact centre operation
   What are the key drivers of how contact centres work?
   Can these drivers be influenced or manipulated to our advantage?
   What part does the customer really play in shaping these drivers?

•Accurately forecasting the contact centre workload
   Can call traffic really be forecasted with any true degree of accuracy?
   How do we index busy periods against normal periods to make sure we have enough resources?
   What special techniques are used by contact centres to enhance the accuracy of the forecast?
   Who else in the company can influence the forecast and how do we engage them?

•Matching the right number of resources to meet demand
   How do we take the forecast call volumes and turn that into a calculation of staffing numbers?
   What is ErlangC and how is it used in contact centres?
   How do we address resources plans with multi skill base routing?
   Are larger contact centres really more efficient then smaller ones?

•Balancing core measures and targets
   Measuring everything leads to nothing
   What are the contact centre agents truly in control of?
   Where is the line between Quality and Quantity?
   What does our senior management really need to know?
   Are you over-reporting? What are the most important measures?

•Techniques for progression to Level 4 Competency and Evolution
  oHow do you progress your centre from Level 3 to Level 4 in a balanced approach?
  oWhich one of THEM do you focus on first?
  oHow will you know when you get there?

讲师介绍：

课程由SAGATORI首席执行官兼总裁葛赛文（Simon Kriss）主讲，SAGATORI高级咨询师丰祖军担任助教。葛赛文是世界级的呼叫中心思想领袖，本届亚太地区最佳呼叫中心评选委员会主席。

丰祖军以其出色的双语能力和认真负责的知识引进，在业内独树一帜。

其他信息：
课程时长：2天（14学时）
授课语言：中英双语
课程特色：讲授与互动结合、知识与思维并重；中西专家交相辉映、妙趣横生的思想盛宴

报名咨询：
说明: "呼叫中心职能管理专题研讨系列之：成熟型呼叫中心的演进路径"培训费用RMB3,800元/人(包括培训、午餐、资料、茶点费 )，
同时参加“中国呼叫中心高峰论坛”的听众可享受优惠价格：2,800元/人；同一机构3位以上报名可享受优惠价格：2,800元/人。
参与培训并经论文考核合格者获颁权威的信息产业部“客户信息服务师”技术培训证书。