Strategic Planning, Program Development and Telephone Dialog Writing

<h3>Strategic Planning, Program Development and Telephone Dialog Writing Overview</h3>This course covers three major areas of contact center management. You will learn about strategic planning, how to develop and implement programs, and also the essentials of telephone dialog writing. <h3>Learning Objectives</h3> <b>Upon completion of this eLearning module you will be able to:</b> <ol> <li>Describe the call handling applications and the types of calls. <li>Describe the goals and objectives of a contact center's strategic plan. <li>Describe the role of the supervisor in the development and implementation of the contact center plan. <li>Identify the components of a strategic plan. <li>Identify the steps used in program development. <li>Describe the process for writing and developing the Program Procedures Manual. <li>Set up the Program Procedures Manual. <li>Explain the importance of pilot testing. <li>Describe the procedure for pilot testing new programs. <li>Identify potential challenges with new programs. <li>Describe the four steps of the telephone sales process. <li>Develop creative dialog writing that is convincing and conversational. <li>Complete key word and complete sentence dialog writing templates. </ol>