Call Center Strategic Planning for Executives Smart Strategy = Strong Leadership 2-day workshop, $2095

Overview

This course is specifically designed for those with strategic and leadership responsibilities and offers a forum unparalleled in the industry for developing call center direction and priorities. The seminar presents new perspectives and peer-to-peer discussions on how to lead your call center in the right direction. You’ll collaborate with other executives who have responsibilities to develop strategies to meet new demands and expectations of today's call center environment.  You’ll will also gain up-to-date information required to manage the ever changing customer relationship issues.

You’ll learn practical methods to:

• Develop a comprehensive customer access strategy

• Integrate multiple customer contact channels

• Define and improve call center return on investment

• Align people, processes and technologies with a single vision

• Establish development priorities and plans

• Build a strong case for needed investments

You’ll gain new knowledge to:

• Inspire customer loyalty

• Improve your organization’s strategic value

• Implement a solid strategic planning process

• Enhance your leadership skills

• Apply the lessons of the world’s best customer contact centers

• Exchange ideas with a network of managers and directors

Who should attend?
This training course is designed for directors, vice presidents and managers with leadership, budgetary and strategic responsibilities.

Agenda

Establish a Shared Vision

• Define your customers' expectations and the key factors shaping today's business environment
• Assess how others across the organization perceive the call center's contribution
• Establish a shared vision of the call center's role and value

Shape the Supporting Strategy

• Chart the path for a comprehensive evaluation of your center
• Define strategy from the customer and organizational perspectives
• Establish the leader's role in implementing strategy
• Develop a comprehensive, organizationwide customer access strategy

Build Skills, Knowledge and Leaders

• Build skills, knowledge and leadership beginning at the top
• Establish collaborative education across the organization
• Establish the right individual performance measurements
• Develop a results-oriented coaching process
• Measure and manage employee satisfaction
• Define and develop attractive career and skill path alternatives; identify and address the root causes of turnover
• Establish collaborative education across the organization

Implement Operational Plans and Processes

• Inculcate an understanding of the call center as a total process
• Instill ongoing root-cause analysis and process improvement activities
• Develop meaningful and actionable reports
• Break down silos across the organization to improve cross-functional processes

Establish Enabling Technologies

• Inventory the possible, and how available technologies may support your strategy
• Ensure that the business case drives solutions that best support your objectives
• Assess risk/reward potential in the context of the technology adoption life cycle
• Plan for disaster recovery and business continuity

Make the Required Investments

• Build an effective budgeting process that blends science and business judgment
• Make the case for the investment you need
• Assess the capacities of current resources (staff, technologies, infrastructure) to absorb short-term demands and long-term increases or decreases in workloads

Innovate and Align

• Safeguard what you have with contingency planning
• Create a learning organization
• Re-define your value proposition
• Instill the principles of continuous improvement throughout the organization
• Reassess your vision and strategy start at the beginning!

Registration Fees
The per student registration fee for this seminar is $2095, and includes:

• A comprehensive course manual
• Glossary of call center terms
• Article reprints and studies
• A certificate of completion

Class begins at 9:00 AM and ends at 5:30 PM. Continental breakfast and lunch is served on both days. Why not bring your associates?  Register three or more attendees from your company for the same seminar and receive an additional 10% off!

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule

Aug 19-20	Washington, DC	Marriott Crystal ()
Oct 14-15	Phoenix, AZ	Embassy Suites ()
Nov 12-13	Ponte Vedra Club	Ponte Vedra Resort ()

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Payment is due prior to the conference.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) seminar.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of 300.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants canceling within fourteen days of the seminar will receive course credit toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.

Seminar agenda subject to change.

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Customer Satisfaction
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Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

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