Learn how to align your customer service efforts with your organization's goals and lead with intention.
Overview
Syllabus
Introduction
- Becoming an exceptional contact center leader
- Establishing an understanding of the contact center's role
- Boosting the contact center's strategic value
- Building your team's engagement
- Stories from the field: A change in perspective leads to a lasting impact
- Understanding customer needs and expectations
- Establishing the right contact center metrics
- Building a customer-focused culture
- Stories from the field: When average handling time deviates
- Understanding contact center dynamics
- Strengthening resource planning and management
- Building omnichannel customer engagement
- Stories from the field: Be available where customers need you
- Coaching for high performance
- Leading virtual and hybrid teams
- Creating a culture of innovation
- Stories from the field: Reporting performance problems
- Building a strong future
Taught by
Brad Cleveland
