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This 2 day 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 through this two-day executive-level planning workshop. 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 a laptop full of tools, techniques and strategies you can implement immediately. Plus, you'll receive comprehensive course materials to reference for many years to come.
This intensive and effective executive program is guaranteed to give you the direction needed to manage the changes in customer relationships driven by today’s multi-channel environment. You’ll become an even stronger leader with the capacity to effectively implement a contact center strategy that drives value and recognition.
Designed for those at the C-level, vice presidents and directors with leadership, budgetary and strategic responsibilities who want to advance the success of their operations and careers. Attendees will learn how to:
- Develop a comprehensive customer access strategy.
- Integrate multiple customer contact channels.
- Strategize for improving contact center return on investment.
- Align people, processes, and technologies with a single vision.
- Build a strong case for needed investments.
- Inspire customer loyalty.
- Improve your organization’s strategic value.
Course Length and Delivery Method
This course is delivered over two days in a classroom setting.
