Leadership and Organizational Certification Program
Duration
2 Days
Program Objectives
- How to integrate the contact center vision into strategy
- Contact center organizational design and structure.
- Role and responsibilities of leaders in the call center
- Understand Project Management fundamentals..
- Understand the Vendors Management selection process
Program Tracks
- Fundamentals of leadership in call center dynamic
- Leadership Styles, Approaches and Assessment
- Call Center org chart “your engine”
- Strategic Goal Setting
- Organization Design criteria and framework
- Most important criteria when hiring leaders
- Leaders Roles and Duties in call center context
- Top Measurements for evaluating Leaders Performance
- Understand the five phases of project management
- Successful Factors for Project Management
- Training & coaching (who, what, when, how)
- Vendors Management critical success factors and pitfalls
Delivery Methods
On-Site - Private (Courses that are held at your contact center site and are tailored to your timing and content needs)
In-Person - Public (Courses that announced in our training calendar)
Live Webinar (Courses that are held via state-of-the-art Webinar solution and are tailored to your timing and content needs)
On Demand (Courses that held from the comfort of your own home using state-of-the-art Learning Experience Platform (LXP)
