£1,295

CX High Performance Contact Centre Leader

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London

London

United Kingdom

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In 3 inspiring days you will learn how to be a HIGH PERFORMANCE Contact Centre Leader empowering you to transform your customer experience, employee experience and bottom line results.

Our highly acclaimed CX HIGH PERFORMANCE Contact Centre Leader™ programme inspires, transforms and importantly equips leaders, managers and supervisors with the dynamic knowledge and skills together with practical tools to take their teams to much higher levels of performance.

  • Explore near future enhancements and innovations for consumers and technology – from chatbots to AI to VR

  • Understand Customer Obsession and how to harness its potency

  • Discover The CX ValueZone

  • Review your HIGH PERFORMANCE Opportunity to shift thinking and performance

  • Burst the paradigm of KPIs to drive HIGH PERFORMANCE

  • Create dynamic team engagement to galvanise teamconnectedness

  • Develop the CX HIGH PERFORMANCE cycle

  • Examine robust employee engagement strategies to develop HIGH PERFORMANCE thinking and behaviours

  • Learn about the difference the 6 characteristics of CX HIGH PERFORAMANCE LEADERS can make to your own performance - and your teams results

  • The 12 week HIGH PERFORMANCE plan

  • Engaging stakeholders for deep transformation

  • Find out how to raise the performance bar

  • Overcome the fear of HIGH PERFORMANCE

  • Get rid of the pitfalls to grasp the new horizons in customer contact

  • Master your personal ceiling to stride forward to success

Topics:

Consumer 2020 - Discover how new technologies and changing consumer behaviour will change how todays customer contact organisation operates.

  • Explore the near future enhancements and innovations for consumers and technology – from chatbots to AI to VR

  • Understand Customer Obsession and how to harness its potency

The Science - Determine your HIGH PERFORMANCE Opportunity and monetise the value to your organisation.

  • Discover The CX ValueZone

  • Review your HIGH PERFORMANCE Opportunity to shift thinking and performance

  • Burst the paradigm of KPIs to drive HIGH PERFORMANCE

Connected Teams - More than engaged people, HIGH PERFORMANCE connected teams want to deliver more and know how.

  • Create dynamic team engagement to galvanise team connectedness

  • Develop the CX HIGH PERFORMANCE cycle

  • Examine robust employee engagement strategies to develop HIGH PERFORMANCE thinking and behaviours

High Performance Secrets - Learn how HIGH PERFORMANCE thinking is different and the unique characteristics of outstanding teams and leaders.

  • Learn about the difference the 6 characteristics of CX HIGH PERFORAMANCE LEADERS can make to your own performance - and your teams results

Powerful Accelerators - Gain the unrivalled knowledge to improve performance, faster in todays changing world.

  • The 12 week HIGH PERFORMANCE plan

  • Engaging stakeholders for deep transformation

  • Find out how to raise the performance bar

Future Proof - Put the past behind you and look to an improved, growing sustainable future.

  • Overcome the fear of HIGH PERFORMANCE

  • Get rid of the pitfalls to grasp the new horizons in customer contact

  • Master your personal ceiling to stride forward to success

Who should attend:

  • Customer Senior Leader

  • Head of Operations

  • Customer Service Managers

  • Contact Centre Leaders

  • Head of Digital service & sales

  • Team Managers

  • Team Leaders

  • Supervisors

  • Coaches

  • Workforce Managers

  • Performance Managers

  • Service Quality

  • Team Trainers

  • Sales Managers

  • Help Desk Managers

  • Business Excellence Support

  • HR Partners

  • Inbound Manager

  • Outbound Manager

  • Complaints Managers

  • Retention & Loyalty leaders

  • Telemarketing Managers

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