Contact Center Senior Leadership

Module 1: Organize Visionary Strategy and Leadership 

• Analyze your organization’s strategy, mission, vision, and values to identify how to position your contact center’s value.
• Conduct a SWOT analysis to distinguish your contact center’s competitive advantages and disadvantages.  
• Build more value within your contact center and communicate it more effectively using the 3 Levels of Value and Decision Lens Frameworks. 

Module 2: Shape Supporting Strategies

• Apply the Strategic Alignment Model to ensure organizational strategic planning and contact center planning are aligned and in sync.
• Explain the Strategy – Tactics Continuum and how it’s used to bridge strategy and operational planning. 
• Evaluate how your contact center can leverage the Customer Access Strategy framework to structure and streamline planning.

Module 3: Turning Strategy Into Reality

• Build skills, knowledge, and leaders who are equipped to implement the contact center strategy and plans. 
• Implement operational plans and processes which align with and support the contact center’s strategy. 
• Identify the right measurement approach to evaluate successful implementation of the contact center strategic and tactical plans.
• Establish enabling technologies which improve company, employee, and customer outcomes.

Module 4: Ensure Continuous Improvement and Innovation

• Understand how to make the required investments in the contact center 
• Build a business case for the investments needed to build contact center value and deliver on strategy  
• Define business continuity and disaster recovery and identify the necessary plans, systems, and business units which are most crucial to the company
• Describe how to lead continuous innovation and ensure alignment between vision, mission, strategy, and daily operations  
• Discuss risk, safety and identify the dysfunctional patters that block improvement and innovation
• Implement a continuous improvement approach that removes roadblocks
• Prioritize the technology investments which support innovation and strategic value

Applied Learning Activities: Learn what works through best practice assessments and practical exercises that will have you looking at partnerships and strategies with new eyes. Engage in hands-on development of strategic actions relevant to your contact center

Interactive Experience: Work collaboratively on thought-provoking exercises in think tank-like environment. Collaborate with other professionals to leverage their experiences and best practices.

Immediate Application: Course provides extensive excel-based toolkit with templates, assessments, and examples that support strategic decision-making and innovation. Develop actionable plans to implement learning in the workplace. No other contact center training organization supports such a valuable takeaway.

• Senior Executives and Leaders responsible for setting the vision and driving strategy in contact centers.
• Aspiring Leaders transitioning into strategic roles within contact centers or customer experience teams.
• Managers seeking to elevate their leadership skills and align their teams with organizational goals.

• Analyze your contact center’s competitive advantages using SWOT and strategic alignment frameworks.
• Develop operational strategies that bridge high-level vision with tactical execution.
• Implement measurement approaches to evaluate success and drive continuous improvement.
• Prioritize technology investments that enhance employee, customer, and organizational outcomes.
• Build a business case for investments that deliver strategic value and innovation.

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.