Customer Experience Fundamentals for Leaders
This training workshop demonstrated innovative ways to understand, create and manage the customer experience in all channels.
What client questions will it answer?
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What is customer experience, and identifying customer touch-points?
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What are the best practice reporting metrics and measurement tools?
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How to incorporate end-to-end workforce management considerations?
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How to optimise quality processes to encourage customer-centricity?
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What process re-engineering techniques are optimal customer outcomes?
Who will benefit from it?
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Contact centre leaders.
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Operational team leaders.
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Operational management.
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Management and team leadership staff.
Topics
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Understanding the characteristics of leading contact centre.
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Understanding and analysing performance metrics.
Driving high performance, including consistency, quality outcomes and low cost. -
Identifying and setting the right performance measures and objectives.
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Omni-channel operational management.
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Communicating unique contact centre dynamics.
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Identifying actions to improve the contact centre.
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What constitutes a quality customer contact - defining customer service.
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Measuring and improving quality and efficiency.
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Understanding and analysing performance metrics.
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Acquiring the data needed for informed decision making.
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Effective reporting frameworks.
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The drivers of customer satisfaction and dissatisfaction.
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Reporting and insights.
As a result of this course, attendees will have an understanding of leading a customer focused team. The interactive training program includes a presentation, followed by interactive breakout sessions, providing participants with the opportunity to practically apply their learning.