Date: February 19, 2014
Managing a Call Center’s success and weaknesses can be a very difficult task in the fast paced and demanding environment they often thrive within. Without the right tools and resources to measure performance and success it’s nearly impossible to identify weak points and areas in need of attention quick enough to turn them around prior to much impact on the organization. Call Center Managers from different States and different sizes will share the tools and methodologies they use to keep their Organization achieving positive results.
Casey Aguilar, Orange County Division of Child Support Services
John Hale, Program Manager, Virginia Division of Child Support Enforcement Call Center
Target Audience: Management Team , Inter/Intra agency, Advisors; All Staff levels.