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A Winning Vision

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$375 October 27, 2016 @ 10:30 am - 12:00 pm

A Winning Vision: Essentials of Strategic Planning for Contact Centre Leaders

One of the most critical roles of today’s Contact Centre manager or director is that of strategic planner. Every Contact Centre should have a vision and a purpose that supports enterprise objectives and a plan for making it happen. In this session, you will learn about the elements and structure of a strategic plan. We’ll provide guidelines to assist you in defining strategic initiatives such as customer access strategy, service goals, performance standards and measures, enabling technologies, staffing budget and plan, Contact Centre environment and culture, and Centre-wide professional development. The session will also review ways to define value and ROI of the Contact Centre operation and provide tips for communicating and gaining approval for the plan from senior management.

Students will learn to:

– Describe the benefits of developing a strategic plan for the Contact Centre.

– Outline the six key components and overall structure of a strategic plan.

– Define the steps of identifying key long-term objectives as well as the short-term steps of getting there.

– Identify how to link the Contact Centre plan to enterprise objectives and goals.

– Describe ways to communicate the plan and gain approval from senior management.

Facilitated by: Giles Potter, Director, Great Outcomes

 Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 12 years, after holding senior roles in the financial services industry.  As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.

Seminar Access

Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call. 

Web Seminar Cost:  The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.


Attend the ten core sessions in the Business Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.

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