Contact Center Leadership & Business Management

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

• Contact Center Characteristic and Environment.
• Value, Vision, and Mission.
• Contact Center Strategy.
• Contact Center Contribution.

2. Leadership & Communication

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

3. Contact Center Business Environment

• Contact Center Unique Environment.
• Contact Center Emerging Role.
• Understanding Market Forces.

4. Business Management Principles & Practice

• Developing Business Plan.
• Improving Operational Result.
• Managing Business Process Outsourcing.

5. Financial Principle & Practices

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

Target Participants: 

• Manager.
• Executive.

Duration : 2 Days Program