Customer Care Training
Tyche offers a wide range of training targeted at all levels of Contact Center staff. Tyche courses are focused, practical and economical and our instructors have years of hands on experience not only as trainers but as Contact Center practitioners as well.
We are continually adding to our training offerings based upon client demand and new industry developments. For more details regarding any or our current training offerings, click on the links below or Contact Us directly any time.
- Activity-based Cost Analysis in the Contact Center
- Advanced Supervisor Leadership Development Class
- Basic Supervisor Skills
- Conducting a Contact Center Self-Assessment
- Consultative Telesales
- How to Design and Deploy an Effective Contact Center
- How to Manage and Improve Contact Center Operations
- ITIL Foundations Certification Preparation
- Metrics and Business Analysis for Contact Center Managers
- Preparing for HDI Support Center Site Certification
- Quality Control – An Overview
- Redesigning the Contact Center for Success
- Reducing Turnover and Improving Productivity with Employee Assessments
- Selecting, Implementing and Managing Contact Center Technology
- Staffing, Scheduling and Workforce Planning
- Workforce Management Tools and Methods
All courses, seminars and workshops can be customized to your specific requirements and all are available for “train-the-trainer” licensing.
Where do I find practical, comprehensive and economical training that fits the unique needs of my Contact Center staff… now you know!
Activity-based Cost Analysis in the Contact Center
Course Duration: 2 days.
Target Audience: Experienced contact center managers and financial and operations analysts.
Overview: This course provides a comprehensive introduction to Activity-based Cost modeling of call center operations. The Contact Center Guide™ modeling software is used to take students through an actual modeling exercise to learn how to apply this powerful analysis tool to their own contact centers.
Advanced Supervisor Leadership Development (SLD) Class
Course Duration: 4-5 days.
Target Audience: Experienced Supervisors, Future Supervisor Candidates
The SLD course will cover the roles, responsibilities, skills, knowledge, and processes necessary to effectively manage Agents to deliver support services for a variety of customers. The course covers an overview of the Contact Center Industry, Customer Service, and descriptions of leadership skills, people management skills, quality assurance responsibilities, and operational processes. Can be combined with Consultative Telesales training for Sales Supervisors.
Course Structure
-
Module One: Introduction
Module Two: Communicating Effectively
Module Three: Leading and Managing People
Module Four: Supervisor's Function
Module Five: Building A High-Performance Team
Module Six: Contact Center Fundamentals
Module Seven: Managing for High Performance
Module Eight: Personal Action Plan
Basic Supervisor Skills
Course Duration: 2 days.
Target Audience: New Supervisors, Future Supervisor Candidates
Overview: This course provides a Customer and Industry Overview. It introduces the Supervisor’s Role as a Leader, People Management, Quality Assurance Responsibilities for the Supervisor, and Operational Process Management.
Conducting a Contact Center Self-Assessment
Course Duration: 1 day.
Target Audience: Contact Center or Help Desk Managers/Supervisors, Consultants.
Overview: This interactive seminar uses a healthcare analogy to develop a practical approach to assessing the health of a contact center operation. Based on years of hands on assessment work, the methodology covers standards, data collection and analysis within the structure of a comprehensive assessment project plan. Participants will customize the plan to their own situation.
Consultative Telesales
Course Duration: 2 days.
Target Audience: Telesales Agents, Supervisors, Future Supervisor Candidates
The Consultative Telesales training curriculum emphasizes a consultative approach which helps agents to zero in on customer needs and persuasively present specific features and benefits of products and services that meet those needs. The process emphasizes developing “probing” skills to help determine a prospect’s needs, and just as important, probing possible objections. Identifying, probing, acknowledging, and resolving concerns (objections) are key skills required to successfully execute a powerful close.
How to Design and Deploy an Effective Contact Center
Course Duration: 2 days.
Target Audience: New Contact Center or Help Desk Supervisors/Managers, anyone charged with designing and rolling out a new contact center operation for the first time.
Overview: This course covers the issues faced when planning and implementing a new contact center, from business purpose, to site selection, facilities build-out, staffing, technology and training. Attendees will develop a high level project plan for their own deployment.
How to Manage and Improve Contact Center Operations
Course Duration: 1 day.
Target Audience: Contact Center or Help Desk Supervisors/Managers with at least 1 year experience.
Overview: This overview course reviews the “best practice” principles of contact center management within the ITIL framework, provides a structured approach to assessing a contact center’s current performance level and identifying specific areas needing improvement. It concludes with guidelines for development of individual action plans.
ITIL Foundations Certification Preparation
Course Duration: 3 days
Target Audience: Support Center Managers, Supervisors, Team Leads, Analysts
Overview: A thorough preparation for the IT Infrastructure Library (ITIL) Foundations Certificate examination. The course covers all aspects of ITIL covered in the examination, which may be taken immediately upon completion of the training.
Metrics and Business Analysis for Contact Center Managers
Course Duration: 1 day.
Target Audience: Contact Center or Help Desk Managers, budget analysts, operations analysts, planners.
Overview: This course provides a comprehensive review of financial management principles and techniques for contact center managers. Topics covered include: budget analysis and forecasting, investment analysis and proposals, Return on Investment (ROI), cost accounting principles and activity cost based methods. Participants will learn how to prepare and present proposals and information in the financial terms meaningful to non-support management and decision makers.
Preparing for HDI Support Center Site Certification
Course Duration: 5 days.
Target Audience: Managers, project team leaders and members, and analysts from support centers considering achieving Help Desk Institute Site Certification.
Overview: In this hands-on workshop, support centers preparing for HDI Certification learn everything it takes to pass the audit. Includes a detailed review of the Site Certification Standards, alerts them to what to expect from the audit process, and helps create a project plan for successful preparation. The program includes a two day “mini-audit” to assess current readiness plus the three day workshop.
Quality Control – An Overview
Course Duration: 2 days.
Target Audience: Managers, Quality Managers, Quality Analysts, Supervisors, Team Leaders.
Overview: After completing this course participants will understand the quality control mission and the primary functions of a Quality Control Department. The course also covers definitions of quality and how the quality control role ensures quality standards are met for clients. It provides an understanding of the Inputs to Quality Planning and how to Incorporate Client Specific Quality Standards into Quality Guidelines.
Redesigning the Contact Center for Success
Course Duration: 2 days.
Target Audience: Contact Center or Help Desk Supervisors/Managers/Senior Analysts with at least 1 year experience.
Overview: A more in depth version of the “Manage and Improve” course. Each key element of successful contact center operations is explored in detail, the discussion of contact center technologies is more comprehensive, and more time is devoted to implementation planning.
Reducing Turnover and Improving Productivity with Employee Assessments
Course Duration: 1 day.
Target Audience: Customer Care Directors, Contact Center Managers, Supporting Human Resources Managers, First Level Contact Center Managers. Anyone responsible for interviewing, hiring or coaching Contact Center staff.
This seminar reviews the latest research on employee assessments and how they can be most effectively applied in the Contact Center to improve the quality of new hires, increase employee retention rates, boost the effectiveness of coaching and performance evaluation and raise staff productivity. Participants will learn when, where and how to apply employee assessments in their own Contact Center organization.
Selecting, Implementing and Managing Contact Center Technology
Course Duration: 2 days.
Target Audience: Contact Center or Help Desk Managers.
Overview: A thorough review of contact center technologies, including telephony (wireline, wireless and VoiP), incident management systems, knowledge tools, workforce planning applications, computer-telephony integration, self-help tools and alternative support channels (voice, e-mail, internet chat). Participants will understand the costs, capabilities and limitations of each major technology and be prepared to evaluate its potential effectiveness in their own operations.
Staffing, Scheduling and Workforce Planning
Course Duration: 3 days.
Target Audience: Contact Center or Help Desk Senior Analysts responsible for staff planning and scheduling.
Overview: This is an in depth look at staffing and scheduling that explores the mathematical framework of forecasting, queuing theory and statistical modeling as applied to contact center workforce management. Participants learn the alternative methods for establishing staffing levels and designing effective schedules, their relative advantages and weaknesses, guidelines for evaluating commercial workforce management tools and how to apply them.
Workforce Management Tools and Methods
Course Duration: 1 day.
Target Audience: Contact Center or Help Desk Managers/Senior Analysts responsible for staff planning, scheduling and hiring.
Overview: A management overview of workforce management. Covers alternative approaches to forecasting staffing requirements, using models to establish staffing levels and performance, an overview of commercial workforce management systems and key considerations in hiring and retaining staff.