Develop a powerful contact center strategy to help position the contact center as an invaluable organizational asset!
This two-day, executive-level workshop will impart the information 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. Plus, this powerful executive program offers a forum unparalleled in the industry for developing contact center direction and priorities.
New perspectives and peer-to-peer discussions on how to lead your center in the right direction through identifying KPI’s and manage the changes in customer relationships driven by today’s multi-channel environment.
Course Topics Include:
- Customer Access Strategy
- Multiple Customer Contact Channels
- Contact Center ROI
- Adding Strategic Value
- Creating Customer Loyalty
- Build a Case for Needed Investments
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
Who should attend?
It is strongly recommended that C-level, Vice Presidents, and Directors with leadership, budgetary, and strategic responsibilities attend this executive level workshop.
Course Length:
This course is delivered over two days in a classroom setting.
"After attending this course I'd recommend it to other executives in my company such as the CIO, CEO, CFO, and COO. This will assist them with understanding the dynamics of a call center and the impact it has on the company brand and profitabliity."
Peter Perez
Director, Customer Support Center
Department of Interior - National Business Center