By the end of this course, delegates will be able to:

• Develop appropriate plans to integrate service center within the organization
• Elevate customer care and professionalism at the service center and exceed customer expectations
• Motivate and manage staff performance through effective people development and reward programs
• Improve customer loyalty and enhance customer satisfaction by linking performance measures to customer experience
• Provide techniques on data preparation and presentation to management for extensive CS performance reporting
• Share knowledge through peer-to-peer consulting opportunities and exercises to gain more insights and visions towards CS excellence
• Understand and apply auditing techniques used in CS and contact centers and to ensure best practices guidelines are effectively implemented

A Strategic Partner to the Business

• Contribution of the contact center
• Customer contact matrix
• Developing a world-class contact center framework
• Supply, demand ratio for services

Managing Operation

• SLA and SLM
• Staffing model
• Workforce management
• Quality assurance
• Best-in-class CRM benchmarking 

Customer Relationship Management (CRM)

• CRM stages for analytics
• CRM implementation foundation
• Managing CRM project for success
• Successful business case study

Managing Customer Satisfaction

• Customer satisfaction & loyalty
• Linking satisfaction to business results
• Customer satisfaction survey

Planning Customer Satisfaction Research on Contact Centre

• Internal planning
• Determination of performance attributes
• Satisfaction improvement initiatives

Managing Technology

• Today’s CRM & contact center technologies
• Technology selection & vendor assessment
• Knowledge management
• Disaster recovery plan

Managing People & Performance

• Recruitment, retention strategies
• Training and career development best practices
• Rewards & recognition management
• Critical coaching skills

Managing a Business Unit

• Competencies of a contact center manager
• Building a successful team
• Managing finance
• Creating your business services
• Interdepartmental linkage & effective communication
• Leadership behaviors

World-Class Customer Service Framework

• Strategic value of customer service
• World class foundations
• The need and benefits of standard
• Customer communication strategy

Customer Service Centre Analysis

• Customer metrics and measures
• Calculating call / customer service transaction volume & staffing requirements
• Customer experience audit
• Customer contingency plan
• Customer behavior analysis

Executives, Managers, Team Leaders, PR Managers, PR Assistants, PR Executives, PR Researchers, Marketing Assistants, Marketing Executives, Customer Relationship Management (CRM), Supervisors, Product Managers, Marketing Managers, Marketing Assistants, Marketing Executives, Business Unit Managers, Sales Managers, Customer Care Managers and Supervisors, Directors of Public Relations, Directors of Marketing, Senior Public Relations Managers, Company Directors, General Managers, Senior Managers, Engineers, Foremen, Analysts, marketing staff at any level in the organization, market research, loyalty scheme managers, Those in PR in public sector, private sector and not-for-profit organizations, Those in PR at the national, regional and community level, those working for international, global or supranational organizations, those who are keen on improving performance by taking their customers to higher levels of satisfaction, as well as customer service managers and supervisors interested in advanced customer service tools