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LinkedIn Learning

Contact Center Leadership

via LinkedIn Learning

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Overview

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Learn how to align your customer service efforts with your organization's goals and lead with intention.

Syllabus

Introduction
  • Becoming an exceptional contact center leader
1. Vision and Value
  • Establishing an understanding of the contact center's role
  • Boosting the contact center's strategic value
  • Building your team's engagement
  • Stories from the field: A change in perspective leads to a lasting impact
2. Customer-Focused Culture
  • Understanding customer needs and expectations
  • Establishing the right contact center metrics
  • Building a customer-focused culture
  • Stories from the field: When average handling time deviates
3. Optimizing Resources
  • Understanding contact center dynamics
  • Strengthening resource planning and management
  • Building omnichannel customer engagement
  • Stories from the field: Be available where customers need you
4. Innovation and Growth
  • Coaching for high performance
  • Leading virtual and hybrid teams
  • Creating a culture of innovation
  • Stories from the field: Reporting performance problems
Conclusion
  • Building a strong future

Taught by

Brad Cleveland

Reviews

4.8 rating at LinkedIn Learning based on 352 ratings

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