Smart Strategy = Strong Leadership

A powerful program that equips contact center executives to unleash a competitive customer contact strategy that positions the contact center as an invaluable organizational asset.

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 ICMI’s Strong Strategy=Strong Leadership executive-level workshop. This two-day workshop will give you the information and direction necessary to develop, implement and manage a contact center strategy and leadership process.

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.

Through targeted exercises, true-to-life scenarios and discussions with your peers, you’ll immediately apply new skills and learn ways 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.

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 by:

• Examining the contact center’s critical role in today’s business environment.
• Developing contact center direction and priorities that deliver optimum results.
• Implementing a solid strategic planning process.
• Building an action plan that will enable you to accomplish strategic objectives.
• Communicating the contact center’s role and value across the organization.

Course Length and Delivery Method

This course is delivered over two days in a classroom setting.

Course Materials

• Printable Slide Presentation
• Industry Articles
  • 10 Steps to a Better Bugdet
  • A Primer on Developing Effective Call Center Strategy (Part I)
  • Aligning Core Values with Call Center Budgets
  • Are You Getting - and Using - the Data You Need?
  • Are You Still Part of the Back Office?
  • Avoiding Conflicting Objectives
  • Benchmarking is Nice, But It's All in the Execution
  • Boost the Perception of the Call Center's Role with Better Internal Communication
  • Call Center Budgets: Volume Related vs. Fixed
  • Call Center KPIs: A Look at How Companies are Measuring Performance
  • Call Center Vision, Mission, and Strategy
  • Communicating Call Center Dynamics to Senior Management
  • Don't Waste Resources Developing the Wrong People
  • EquiServe: The Winning Ways of a High-Performance Contact Center
  • Establishing and Meeting Call Center Performance Objectives (Parts I-III)
  • Faster, Better, Cheaper - Yes, It's Possible (Parts I-III)
  • Foundations of Effective Call Center Outsourcing
  • Justifying Call Center Technology Investments
  • Methods in Action: Nine Steps to Gathering Voice of the Customer Data
  • Monitoring and Coaching Programs: Building Companywide Support
  • Principles of Effective Motivation (Parts I-III)
  • Principles of Effective Organizational Design
  • Skill-Pathing vs. Career-Pathing
  • Succession Planning: Be Prepared for Key Staff Transitions
  • The 12 Key Principles of Customer Relationship Management
  • The Changing Face of Workforce Management
  • The Employee-Customer Satisfaction Link
  • The Wireless Impact: Assumptions and Realities
  • Tough Lessons Learned in the Call Center
  • Understanding How Queues Behave
  • Why Staff Shrinkage Perplexes Your CFO - and Shrinks Your Budget (Parts I-III)
• Handouts

"This course taught many of the same leadership and strategy principles I learned in my MBA in two days. Incredible ROI for any leader."

Rick Kielbasa
Vice President
Truant Federal Credit Union

"Anyone who is accountable for driving strategy for a contact center or customer experience should attend this course! The discussion material, Brad’s presentation style, and knowledge and level will provide you great insight."

Cancellation Policy

Please take a moment to read the cancellation policy.