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Program Details

Objectives :

  • To allow participants to gain insights and ideas from the world wide best practice of the Contact Center Business.
  • To equip participants with the leading principles & practices related the Leadership and Business Management of Contact Center.

Outline :

1. Contact Center Strategic Alignment

  • a. Contact Center Characteristic and Environment.
  • b. Value, Vision, and Mission.
  • c. Contact Center Strategy.
  • d. Contact Center Contribution.

2. Leadership & Communication

  • a. Contact Center Leadership.
  • b. Strategic Communication.

3. Contact Center Business Environment

  • a. Contact Center Unique Environment.
  • b. Contact Center Emerging Role.
  • c. Understanding Market Forces.

4. Business Management Principles & Practice

  • a. Developing Business Plan.
  • b. Improving Operational Result.
  • c. Managing Business Process Outsourcing.

5. Financial Principle & Practices

  • a. Understanding Risk & Opportunity Tradeoffs.
  • b. Developing an Annual Operating Budget.
  • c. Understanding Financial Concept.
  • d. Interpreting Financial Starement.

Other Information

Target Participants: 

  • Manager.
  • Executive.

Duration : 2 Days Program

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