This high-level workshop will impart the information and direction necessary to manage the changes in customer relationships driven by today’s multi-channel environment. Become an even stronger leader with the capacity to unleash a new, up-to-date customer contact strategy that drives value and recognition. Participants will learn how to use their knowledge and communication skills to align their department with organisational goals as well as discover techniques to help them market the support centre to upper management.
You’ll learn ways to:
- Develop a comprehensive customer access strategy
- Integrate multiple customer contact channels
- Strategize for improving contact centre return on investment
- Align people, processes, and technologies with a single vision
- Build a strong case for needed investments
- Inspire customer loyalty
- Improve your organisation’s strategic value
- Implement a solid strategic planning process
A focus on practical application
Through targeted exercises and true-to-life scenarios, participants will have the opportunity to immediately apply new skills, an essential component of any valuable learning experience.
Who should attend?
Directors, Vice Presidents, and Managers with
leadership, budgetary, and strategic responsibilities.
Two-Day Program Outline
Part 1: Service Delivery in Today’s Environment
Establish a Shared Vision
- Creating a share vision and mission
- Defining customer’s and organisation’s expectations
- Establishing and communicating the contact centre’s strategic value
Shape the Supporting Strategy
- Developing a comprehensive customer access strategy
- Managing stakeholder expectations
- Ensuring alignment and support of people, process and technology initiatives
Part 2: Turning Vision into Reality
Build skills, knowledge and leaders
- Principles of organisation structure
- Performance objectives and standards
- Measuring and managing employee satisfaction
- Cross-functional communication strategies
Implement operational plans and processes
- Operational Metrics
- Performance Reporting
- Operations Management
Establish enabling techniques
- Technology strategies
- Identifying technology needs
- Building the business case
- Partnering with IT (Information Technology)
Make the required investments
- Building an effective budgeting process
- Establishing appropriate ROI models
Part 3: Innovation in a New Era
Innovate and align
- Anticipating and meeting customer expectations
- Continuous improvement processes
Cost
The 2 day seminar investment to attend is:
AU $2,295.00 (Australia only)
Venue and accommodation
In CBD location in the city advertised. Further details will be announced 1- 2 weeks prior to the seminar commencing. Delegates will be advised through personalized e-mail.
Booking and more information
To book your place please click on a date in the blue box at the top right of this column (if available).
For more information on the course please contact Kaye Bunn
e: kbunn@qpc-ap.com
Click here for payment method, cancellation and refund Policy