Centennial Colleges Enrolment Services (Student Hubs) will be closed from 12:00pm – 2:00pm on Tuesday, December 18, 2018 at Progress Campus and Morningside Campus. Story Arts Centre and Ashtonbee Campus Enrolment Services will be open regular hours.

Call Centre Performance Management

Course Code CALL-404
Lecture hours per week
Lab hours per week
Course Availability: Open
Description:

This course will cover the following key topics: basic forces – random call arrivals and queuing theory; key areas for performance success in service and productivity; ways to measure and track service and productivity performance (team/individual); sources to collect accurate data for planning; models, tools and practices to ensure optimal performance in call centre operations.

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