Contact Center Leadership Development
The contact center managerial level is constantly required to promote and develop the contact center, whether by increasing the scope of operations and/or by the broadening of the customer care channels at the contact center.
The integration between the management of operations, ongoing performance and HR management, technological tools and essential process-oriented vision, constitute a first-degree managerial challenge.
Ottorita equips the management levels at the contact center with a set of unique managerial tools adapted to the world of contact centers.
These tools allow optimal coping with operative management in a stressful environment and the constant development of the contact centers.
Contact Center Managers Seminar
The ‘Contact Center Performance Improvement’ seminar engages in development processes in the world of contact centers and speaks the language of contact center managers.
The seminar includes implementational tools as well as the building of a process-oriented, practical and personal work plan for the development of the contact center for every participant.
The seminar syllabus includes:
- Leading an organizational development process at the contact center – structure, stages, characteristics and methods of implementation at the contact center
- Principles for leading performance improvement processes at the contact centers
- Case studies for leading contact center development processes
- A variety of implementational tools for performance improvement processes at the contact center
Contact Center Management courses
The managerial hierarchy at the contact center varies from one contact center to another.
The staff may include team leaders, shift managers, knowledge coordinators etc.
In view of the complexity entailed in the management and operation of a contact center, the managers are required to demonstrate a very high level of management skills, adapted to the unique contact center management challenges.
Ottorita specializes in the varied management needs prevailing in contact centers.
We provide rich process-oriented training, conferring the necessary managerial skills and the supporting tools for implementation thereof.
Counseling and consulting for contact centers
Ottorita specializes in contact center organizational consulting and development
- Counseling through optimal integration of further activities at the contact center.
- Specification, advice and integration of CC technologies adapted to the needs of the contact center.
- Building and integration of infrastructures and management and work routines for contact center excellence.
Ottorita offers the entire necessary knowledge spectrum in the contact center world, through the counselling of professionals who provide all types of responses necessary for the construction, development and streamlining of the contact center.
Leading performance improvement processes at contact centers
Ottorita’s set of methods and tools is based on ongoing field work and our unique specialization in the contact centers world.
We offer a structured and adapted model constituting an engine which nourishes improvement processes at the contact center and paves the way to turn the contact center in the organization to the center of success.
Our expertise serves many contact centers and proves itself in activities in a variety of the Israeli market sectors and in all the fields of activity at the contact centers.
Training at contact centers
Alongside courses and training for managers, Ottorita offers training processes adapted to all the hierarchal levels at the contact center.
Ottorita Speaks the ‘language’ of the contact center the professional content world prevailing therein.
Training processes are constructed in accordance with the needs of the contact center and in their context
Practical “On the Job” Training – personal training processes allowing real time integration.
Soft skills workshop – training providing exposure, learning and adoption of conceptions necessary for the contact center. The workshop also provides practical tools and demonstrations for manners of integration in the contact center content world.
Development of quality control mechanisms – conferring training tools for constant improvement and development of the level of quality and professionalism of the contact center.
Who is the training suitable for?
The training in the various methods is adapted to all the hierarchal levels at the contact center, including – agents during the initial training, veteran agents, contact center operation and back office agents, team leaders and shift managers, all of the administrative, logistic and managerial positions existing at the contact center.