Contact Center Management

Module 1: Strategy and Partnerships

• Clarify the strategic role, purpose of the contact center, and identify how the contact center is aligned with and supports organizational strategy and direction.
• Assess the current value contributions of the contact center and envision how to contribute strategic contact center value.
• Build a comprehensive Customer Access Strategy (CAS) to guide the strategic direction of the contact center, operational and technology decisions, and the metrics used to monitor and improve performance.
• Identify and assess key partnerships within the organization and establish a partnership roadmap to guide cross-collaboration and accountability.

Module 2: Resource Planning

• Assess the impact of Customer Tolerance Factors in your contact center and apply this framework to improve the effectiveness of contact center resource planning.
• Examine the relationship between service level and quality, and how to balance these two essential pillars in planning and management.
• Apply the Immutable Laws of Staffing – the relationship between Service Level and Occupancy, Pooling Principles, the Power of One, and the Law of Diminishing Returns – to contact center planning and management.
• Implement the 7-step Resource Planning and Management Process to support critical contact center activities including establishing performance objectives, forecasting, calculating staff and shrinkage, organizing schedules, making the case for the staff you need, and managing real-time activities.

Module 3: Performance Monitoring & Management

• Apply 5 Metric Categories and 4 Stakeholder Needs to accurately assess and communicate contact center progress and provide a holistic view of strategic and tactical performance.
• Establish real-time management guidelines and responsibilities to support moment-by-moment decision-making and decisive action, and to ensure fast service recovery.
• Analyze performance scorecards and apply best practice principles to improve performance monitoring and reporting.

Module 4: Continuous Performance Improvement

• Understand key concepts in continuous improvement and how they can be applied to common contact center performance challenges.
• Apply continuous improvement tools to identify root causes of common contact center challenges and to drive toward effective and efficient solutions.
• Leverage technology to align with the current and future direction of your business and your customer experience vision.
• Build a business case which defines a problem and proposes a solution for a current contact center performance gap or roadblock.

Applied Learning Activities:

Learn to build internal and external partnerships that will break down siloes and increase cross-functional collaboration focused on the customer experience.

Interactive Experience:

The course invites you to apply new ideas and best practices and supports built-in interactive opportunities for you to share with and learn from peers from a variety of industries. Each class is a unique cohort of professionals across industries and contact center types.

Immediate Application:

Course provides an extensive Excel-based toolkit with templates, calculators, assessments, root cause tools, and dashboard samples to support planning and management needed to improve contact center performance. No other contact center training organization supports such a valuable takeaway.

• Contact center managers seeking to refine operations and strategic planning.
• Aspiring leaders transitioning into management roles or workforce management.
• Directors aiming to enhance cross-functional collaboration and customer experience.
• Team leaders, supervisors, or managers new to contact centers or transitioning into broader operational roles beyond their current discipline.

• Build a Customer Access Strategy to align operations, technology, and metrics with business goals.
• Implement ICMI’s 7-step Resource Planning Process to optimize staffing, scheduling, and real-time management.
• Leverage AI, automation, and remote workforce strategies to enhance efficiency and customer experience.
• Apply performance metrics and stakeholder needs to assess and communicate progress effectively.
• Develop a business case to address performance gaps and secure necessary resources.

List Price: Varies

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 form to speak with your Account Manager.