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’s courses are perfect for doing that.
Introducing VCC Live’s free call center courses
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’s free call center courses help contact center professionals grow in their career. As all the training materials 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 our education platform 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 talks about skills-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 on how to optimize your inbound call journey. In the next course, he talks about the most important KPIs for handling inbound calls.
VCC Live’s free call center courses launch today with these materials but will feature many more 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.
Looking for more inspiration?
VCC Live’s team has over 15 years of experience in the industry. Over that time, we’ve helped many contact centers improve their productivity and effectiveness. If you’re looking for some more inspiration, be sure to check out our ebooks, webinars, Linkedin profile, or sign up to our newsletter.
And if you’d like to know more about VCC Live, the company behind these courses, head over to the About us page, careers, and a quick example of how we love to help.