Business Acumen for Contact Center Leaders | ICMI
Empowering contact center excellence for 30 years!

Business Acumen For Contact Center Leaders

Delivery Method

Date/Time

Price

Client Site Training
Bring this course to your facility.

Varies

Contact ICMI

Symposium (Classroom)
In-person, multi-day training.

November 13-16
Orlando, FL

Varies

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As an experienced contact center leader, you see the need to identify the contact center’s value contributions and effectively communicate them throughout your organization. Further developing your business acumen can help you do this more effectively.

Business acumen is a set of skills and knowledge that give you new perspectives and the ability to see the big picture of the contact center and the entire organization. You can then use that picture to make better judgments and decisions. Mastering the skills involved in developing strong business cases for contact center initiatives will help you make an impact on your organization and move the contact center—and the organization—forward. This course focuses on the financial, influencing, negotiating, partnering, and communication skills that will further develop your business acumen so you can have a greater impact within and beyond the contact center.

Who should attend
  • Managers
  • Directors
  • VPs
What you will learn
  • The three levels of value for the contact center and how to communicate that value to other parts of the organization
  • Advanced financial management skills that are essential for all senior leaders
  • Creating a sound business case for the contact center and communicating recommendations to the C-Suite
  • How CEOs think, lead, and how best to communicate with them
  • Making appropriate vendor selections by creating and managing an effective RFP process
  • Conducting a stakeholder analysis to better support and partner with other parts of the organization
  • Techniques for nurturing work relationships and building internal partnerships
  • Methods for making an impact and persuading others
  • Tips for communicating up the organization
  • The craft of strategic storytelling
  • Presentation approaches and considerations
  • How to make the most of visuals, including best approaches for communicating with data
Get started

List Price: $1,895

Course Duration: 2 Days

This is a 2 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information to speak with your Account Manager.

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Course Outline

Introduction

  • What is business acumen?
  • The key drivers of any business
  • The three levels of value for the contact center


Module 1 : Financial Management

  • Why improve your financial skills?
  • Budgeting and forecasting
    • Differences between budgeting and forecasting
    • Types of budgets
    • Approaches to preparing the budget
    • Types of expenses
    • Preparing a financial forecast
    • Forecasting staff costs
    • Sunk costs and prospective costs
  • Conducting a financial analyses
    • Types of analyses
    • Ratio analysis
    • Thinking like the C-Suite
    • Analyzing variances
    • Knowing when and how to react
    • Calculating customer service costs and benefits
  • Financial planning for the long-term
    • Break even analysis
    • Capacity planning
    • Capitalization
  • Creating and managing an RFP process
    • Writing the RFP
    • Designing the evaluation plan
    • Issuing the RFP
    • Reviewing the proposals
    • Awarding the business


Module 2 : Influencing, Negotiating, and Partnering

  • Influencing
    • Conducting a stakeholder analysis
    • The elements of influence
    • Dealing with office politics
    • Nurturing work relationships
  • Negotiating
    • Negotiation techniques and strategies
  • Partnering
    • Strategies for building internal partnerships
    • Connecting with customers
    • Alignment


Module 3 : Communicating

  • Communicating UP
    • Managing your boss
    • How CEOs think and lead
    • Talking to the CFO
    • Choosing the right media
  • Writing business messages
  • Storytelling
  • Presentations
    • Considerations
    • Getting and maintaining attention
    • Mistakes to avoid
    • Delivering and making an impact
    • Tips for persuading others
    • Visual communication tips
  • Communicating with data
    • The science of how we see
    • Visual criteria
    • Storytelling with data


Module 4 : Promoting the Center

  • Where the value lies
  • Developing a business case


Conclusion and Next Steps


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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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