Training for the head of the CALL center?

Question

Asterisk

Good afternoon, Khabrovites!
There is a question of training to improve the skills of the head of the Call-center. What courses can you recommend? Our call center based on Oktell

Answer 1

yadi.sk/d/qu_qhplY65VYs read this for starters.
Oktell, especially its cloud version, I categorically do not recommend using. Quiet horror.
They have authorized courses with subsequent certification, but they only talk about the software itself.
Companies that are willing to pay good money for this position use slightly different brands: cisco, avaya, nortel, and the latest cloud technology trends (everything is easy and understandable). Asterisk is used either by small offices with competent admins (non-standard functions are needed, a whim of the admin) or greedy people :)
An excellent development path for the head of this area:
1. Conversation scripts (sales and service staff)
2. WFM and CRM-direction (the ability to correctly calculate resources or draw up a TOR for revision).
3. Setting up and understanding the operation of a virtual (similar to retirement) PBX, principles and subtleties of work 8-800 (technical part and billing / knowledge of the telecom market in this area and knowledge of the outsourcing services market).
Tell me what area you work in and maybe I'll tell you something else.
I have one interesting project. You have training and a piece of the profit, and I have the lion's share of the profit. If interested, then mail on Yandex as my login.