Contact Center Leadership

Learn how to align your customer service efforts with your organization's goals and lead with intention.

Introduction

• Becoming an exceptional contact center leader

1. Vision and Value

• 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

2. Customer-Focused Culture

• 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

3. Optimizing Resources

• Understanding contact center dynamics
• Strengthening resource planning and management
• Building omnichannel customer engagement
• Stories from the field: Be available where customers need you

4. Innovation and Growth

• Coaching for high performance
• Leading virtual and hybrid teams
• Creating a culture of innovation
• Stories from the field: Reporting performance problems

Conclusion

• Building a strong future