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.