Microsoft Office & Productivity

Topics…

• Officeprotv
• Microsoft Office Excel
• Microsoft Office Outlook
• Microsoft Office PowerPoint
• Microsoft Office Teams
• Microsoft Office Word

Objectives…

• •Understand common contact center terms, metrics, and operational concepts~ Learn how service level, handle time, occupancy, and adherence are defined and used~ Explore the relationship between performance metrics and employee burnout~ Develop foundational workforce management knowledge~ Improve communication and collaboration within contact center environments~ Build confidence in interpreting and discussing contact center performance data
• •Understand the importance of telephone etiquette in customer interactions~ Learn best practices for answering and managing phone calls professionally~ Develop skills for clear, courteous, and confident verbal communication~ Practice techniques for engaging residents and prospective residents effectively~ Apply consistent standards to ensure positive phone experiences
• •Understand the limitations of relying solely on contact center metrics~ Learn leadership strategies that support engagement and resilience~ Develop simplified approaches to evaluating agent performance~ Improve communication with senior leadership and external stakeholders~ Identify key drivers of motivation and accountability in contact center teams~ Build a sustainable leadership framework that supports long-term success

Skills…

• Communication & collaboration
• Customer service excellence
• Leadership & management
• Microsoft Office proficiency
• Professional development
• Time & productivity management
• Officeprotv
• Big data platforms
• Business intelligence
• Data analysis
• Data analytics for auditors