Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

CCLS Courses taught on-your-site

License CCLS Courses and Train-your-trainers

CCLS eLearning Call Simulations

Return on Investment

What Our Clients Are Saying about CCLS

Public Seminars

Web Seminars

Seminars Calender

CCLS e-University

Call Center Manager Certification

Curriculum Planner-Learning Map

White Papers, Articles, Books, & Resources

Going Green 101 - Its Easy Going Green

Shopping Cart

Join our Mailing List

call center training, online call center training, call center skills, call simulations, call center agent courses,call center resources

Agent Courses | Supervisor/Manager Courses | About Us | Contact Us

Smart Strategy = Strong Leadership: An Executive Workshop on Call Center Strategic Planning

Increase contact center value. Uncover proven strategies. Conquer new challenges.

New perspectives and peer-to-peer discussions on how to lead your center in the right direction.

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. When all is said and done, you'll be an even stronger leader with the capacity to unleash a new, up-to-date customer contact strategy that drives value and recognition.

Price:
$1,895.00

Smart Strategy...

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

Strong Leadership...

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

Apply the lessons of the world’s best customer contact centers in a seminar that will transform your sales and service delivery systems to conquer new competitive challenges.

Program Outline

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, organization wide customer access strategy

Build Skills, Knowledge and Leaders

Build skills, knowledge and leadership beginning at the top
Establish a supporting organizational structure
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!

Seminar materials:

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

Demonstrate the knowledge you’ve gained with an ICMI Knowledge Certificate! After the seminar, you may choose to take an online quiz to demonstrate the knowledge you’ve gained. When you pass the quiz, we’ll send you an ICMI Knowledge Certificate.

Who should attend?

This seminar focuses on increasing revenue generated by the contact center – whether that is in a sales-only or a sales/service center. Vice presidents, directors and managers responsible for the sales performance of call centers will find value in this seminar.

This high-calibre seminar is designed for directors, vice presidents and managers with leadership, budgetary and strategic responsibilities. It will enable you to focus on high-payback issues and create strategies needed to guide your organization in the right direction.

In-Person Seminar Cancellation Policy

Confirmed registrations can be cancelled up to 14 days prior to the program without penalty. Any cancellations within 14 days of the scheduled class are subject to a cancellation charge of $150. Registrants who do not cancel 7 days in advance are subject to a cancellation charge of $600. The balance of fees paid can be applied to another in-person seminar. You may send a substitute at any time without penalties. Applies to all in-person seminars except Six Sigma.

In the event we must cancel a seminar for any reason, we will be responsible only for refunding the actual seminar registration fees received.

Date:	Location:
No Scheduled Dates at this Time	N/A

Price:
$1,895.00

Testimonials:

"This course reaffirmed my strong beliefs in the importance of the customer experience, and told me that my organization is on the right track. It provided me with an insight I will carry with me through my professional life and has stirred my fire for process improvements and people."

Ken Schorsch, Operations Manager, Humana

"This was one of the most impactful, complete and well-structured seminars I've attended! The materials represent a tremendous amount of resources, all in one single place."

Dora Wood, VP, Tech Support, LPL Financial

"This is a great course for any senior staff person in a call center. The information, content outline and pace were all excellent."

Wanda Flowers, Director, Customer Service, SHRM