Contact Center leaders have a lot on their shoulders: they are responsible for the overall performance and budget of their department, they need to effectively manage agent recruitment and retention, and ultimately they have to create the foundations for their contact center’s success. Supervisors and managers are expected to be able to see the whole picture, while also mastering the ins and outs of the industry.
That is why contact center leaders have to rely on their knowledge and continually improve their skills in order to keep everything under control. And VCC Live Academy is the perfect tool for doing that!
Introducing VCC Live Academy
Continuous learning is a crucial part of any contact center professional’s career. However, as contact center jobs normally require high levels of multitasking and time management, instead of enrolling in traditional training courses, leaders tend to learn everything independently, by themselves. But learning doesn’t have to be lonely!
VCC Live Academy is an online learning platform, offering free courses that help contact center professionals grow in their career. As all the courses are 100% online, leaders can easily fit lessons into their busy schedules.
The courses are led by long-time industry experts, who use their many years of experience in the industry, and their stories of real-time successes and cases, to educate participants.
About the Courses
Contact centers are typically fast-changing working environments, where managers need to be on top of every situation. This, of course, requires in-depth knowledge of the industry.
And this is what VCC Live Academy offers: from the latest calling features to essential metrics and people management, we offer courses covering the most important topics contact center leaders need to know about.
Our first course focuses on how contact centers are continuing their path toward migrating their operations to the cloud, and how supervisors and managers can successfully react to this transition by preparing agents for remote work. During this course, you’ll learn about remote training, monitoring, and feedback methods: everything that will allow you to provide comprehensive support to your remote agents.
The second course offered by the Academy talks about skill-based routing, which is an innovative calling feature, enabling contact centers to save some of their workforce by fully optimizing their processes. The course also shows, through a real-life case study, how you can decrease agent available time while keeping service levels high.
In such a competitive environment as a contact center, efficient measurement and analysis of metrics is one of the most important goals to achieve. That’s why we created two courses which concentrate on the most important contact center metrics and KPIs.
In our third course, our industry expert shares his knowledge of the most essential inbound call handling metrics contact center leaders need to measure in their contact center. In the next course, he talks about the most important inbound KPIs in order of importance, ranked by 136 contact center supervisors and managers!
VCC Live Academy launches today with these four courses but will feature many more contact center courses over the coming future, covering some of the most important topics and latest industry trends contact center leaders need to learn about. In the meantime, make sure to sign up for our first four courses!