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.

• New leaders responsible for contact centers 
• Executives who are responsible for championing the contact center/service delivery/CX 
• Manager of smaller centers that wear all of the hats 
• Managers ready to move into strategic leadership roles 
• CX team leaders 

• Examine your company’s strategy, culture, mission, vision, and values to identify what matters most to your organization’s leaders, the organization’s competitive landscape, and how value is measured and communicated.  
• Create a clear vision and strategy. Align organization-wide goals and objectives to contact center goals and objectives. 
• Analyze your company’s unique fingerprint and use that to chart an effective strategy for your contact center.  
• Cascade strategy into an operating plan for the contact center: 
  • Develop and harness talent and leadership 
  • Create and follow operational processes 
  • Leverage current technology  
• Use the Strategic Alignment Model, which describes how to leverage organizational and contact center planning to support operational decision-making and tactics using the Strategy–Tactics Continuum, 
• Use the Customer Access Strategy, a framework that supports a set of standards, guidelines, and processes which describes how customers connect with the resources capable of delivering the desired information and services.
• Understand the 3 key planning areas of the strategic planning process:  
  • Building a skilled and knowledgeable workforce 
  • Implementing rigorous operational planning 
  • Identifying the right technologies to increase contact center effectiveness and efficiency 
• Leverage performance management and continuous improvement: 
  • Align metrics, data, and measurements 
  • Support business objectives 
  • Motivate and inspire 
• Learn how to link tactical planning results with thoughtful change management practices and the right measurement approach.  
• Revisit and refine KPIs and metrics to reflect what matters most to your business, your customers, and employees.  
• Build and communicate a persuasive business case for the resources the contact center needs to be successful, ensuring continuous operations and employee safety when the worst happens and creating space for risk and innovation to keep the contact center ahead of the curve. These are all part of a senior leader’s responsibilities.  
• Innovate! Continuously evaluate the ever-evolving landscape of customer expectations, technologies utilized, and skills required for agents 
• Explore how innovation and alignment can help you become a better leader  

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.