Call Center Strategy - Matrix - Customer Access | ICMI
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Contact Center Strategy

Delivery Method



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

November 17-18
San Diego


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Client Site Training
Bring this course to your facility.


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This executive-level planning workshop will provide the tools and direction necessary to develop, implement and manage a contact center strategy and leadership process

Apply the lessons of the world’s best customer contact centers to transform your service and sales delivery systems to conquer new competitive challenges. You'll get the information, tools and direction necessary to develop, implement and manage a contact center strategy and leadership process—and then you and your colleagues will work through realistic exercises to discuss key contact center challenges. You'll leave with tools, techniques and strategies you can implement immediately and references to consider for many years to come.

Who should attend
  • Managers
  • Directors
What you will learn
  • Identifying the contact center’s strategic direction
  • Aligning the organization’s and the contact center’s strategy, goals, and objectives
  • Quantifying and communicating the contact center’s value
  • Integrating multiple customer contact channels into one strategic plan
  • Using a strategic planning process model with tools to develop the contact center’s strategy
  • Building a strong case for needed investments
  • Identifying the leader’s role in each step of strategic planning
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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

Module 1 Strategic Planning Assessment, Goals, and Strategic Planning Process

  • Assess the current state of your contact center strategic planning
  • Set personalized workshop goals
  • Introduce the 7-step strategic planning process

Module 2 Strategic Planning in Today’s Environment

  • Establishing a shared vision through company vision, mission, and goals
  • Three levels of contact center value, including research findings
  • Establishing a decision lens for strategic decisions
  • Tools for shaping the supporting strategy and identifying the place of the contact center strategy in the overarching organizational strategic plan
  • The ingredients of a customer access strategy

Module 3 Turning Strategy Into Reality

  • The strategy-tactics continuum
  • The leader’s role in strategic planning
  • Building skills, knowledge, and leaders
  • Choosing the right metrics
  • Implementing operational plans and processes
  • Turning data into business intelligence
  • Using a decision lens for metrics and KPIs
  • Categories of contact center metrics with primary and secondary measures for each category
  • Using dashboards
  • Strategic and tactical financial drivers
  • Capacity planning
  • Third party and contractor considerations
  • Business continuity planning and disaster recovery planning

Module 4 Innovation in a New Era

  • The leader’s role in innovating and aligning
  • The importance of risk
  • Flawed thinking about failure
  • Thinking about trends

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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