Contact Center Indonesia Certification (CCIC) HR Professional training will empower you to raise your capacity, skill, knowledge, and expertise on how to manage your contact center personnel in nowadays digital platform and multichannel service, also to anticipate the more complexity of customer behavior and local government regulation. The CCIC training series is designed with international standard of Contact Center best practice, affiliated with ContactCenterWorld in material development and assessment.

Training Objective

Participants gain the knowledge and understand the role and function of Human Resource in Contact Center environment, is able to develop and implement a system to improve Contact Center staff productivity and performance, understanding staffing calculation for strategic purpose, able to develop and retain people in Contact Center.

Learning Materials

• Contact Center Introduction
• Contact Center organization design and strategic staffing calculation
• How to define job roles and responsibility
• How to define employment, recruitment and hiring Contact Center Staff
• Measuring performance and improvement
• Training and development in Contact Center
• Personnel performance management
• Retention management

Should Attend

• Human Resources Contact Center function (manager, supervisor and/or staff).
• Managerial Level of Contact Center Operation.
• The support function is appropriate for any professional participating in the management, supervision, or execution of the Contact Center.

Implementation

• Date: 2 Days Training 
• Time: 09:00 – 17:00 WIB

For further information and investment fee, please contact:
Sugi Yanti
Contact: +62 21 729 3311 or +62 83898888 168
Email: public.class@168solution.com