Contact Center Strategy and Leadership

This executive-level planning workshop will provide the tools 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. You'll get the information, tools and direction necessary to develop, implement and manage a contact center strategy and leadership process—and then you and your colleagues will work through realistic exercises to discuss key contact center challenges. You'll leave with tools, techniques and strategies you can implement immediately and references to consider for many years to come.

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Course Outline

Module 1: Strategic Planning Assessment, Goals, and Strategic Planning Process

Assess the current state of your contact center strategic planning
Set personalized workshop goals
Introduce the 7-step strategic planning process

Module 2: Strategic Planning in Today’s Environment

Establishing a shared vision through company vision, mission, and goals
Three levels of contact center value, including research findings
Establishing a decision lens for strategic decisions
Tools for shaping the supporting strategy and identifying the place of the contact center strategy in the overarching organizational strategic plan
The ingredients of a customer access strategy

Module 3: Turning Strategy Into Reality

The strategy-tactics continuum
The leader’s role in strategic planning
Building skills, knowledge, and leaders
Choosing the right metrics
Implementing operational plans and processes
Turning data into business intelligence
Using a decision lens for metrics and KPIs
Categories of contact center metrics with primary and secondary measures for each category
Using dashboards
Strategic and tactical financial drivers
Capacity planning
Third party and contractor considerations
Business continuity planning and disaster recovery planning

Module 4: Innovation in a New Era

The leader’s role in innovating and aligning
The importance of risk
Flawed thinking about failure
Thinking about trends

Who Should Attend

Managers
Directors
Executives

What You Will Learn

Identify the contact center’s strategic direction
Align the organization’s and the contact center’s strategy, goals, and objectives
Quantify and communicate the contact center’s value
Integrate multiple customer contact channels into one strategic plan
Use a strategic planning process model with tools to develop the contact center’s strategy
Build a strong case for needed investments
Identify the leader’s role in each step of strategic planning

Get Started

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.

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