Making
Your Call Center Case to Senior Management - Seven Steps
Today’s changing Call Center is multi-channel, multi-media,
multi-site, multi-tasking - often creating multi-meltdowns. Today’s
leading Call Centers must be prepared to perform at a very high
level. To do this, the funding must be there. To access the funding,
a case must be made. But we must have the support and buy-in of
senior management to accomplish our goals.
Learning Outcomes:
A seven-step approach
for putting together a budgetary case to senior management is presented:
1) Define your objectives
2) Support your case
3) Use an easy-to-understand format
4) Tell the truth
5) Include qualitative measures
6) Define your budget requirements
7) Establish an action and follow-up plan.
Course
Leader:
Kathleen
Peterson
Founder
and Chief Vision Officer of PowerHouse Consulting, Kathleen Peterson
is an acclaimed Contact Center consultant and recognized industry
visionary. Kathleen offers a refreshing and sometimes challenging
philosophy to positioning the Contact Center as the true lifeline
of the enterprise - believing that vision, brand, leadership, and
execution combine to deliver a powerful customer experience. With
more than 20 years experience she has emerged as one of the most
sought-after experts and consulting partner in the field of customer
experience working with the world’s top customer-focused companies.
Kathleen is the author of many stirring articles and is published
widely in the most prestigious industry journals in the U.S. and
abroad. As a featured speaker at conferences and Fortune 500 companies,
she has shared her humor, knowledge, and experience across four
continents, including Contact Center conference keynotes in the
United States, London, Paris, Turkey, Dubai, and Hong Kong. Kathleen
also served as Conference Chair for the North American Conference
on Customer Service Management. She is a member of the National
Speaker’s Association. Kathleen served for seven years as
a Certified Associate of Incoming Calls Management Institute (ICMI)
and is an active member of the Society of Telecommunications Consultants
(STC).
Date:
Wednesday September 21, 2011
Time:
1pm ET/10am PT
Price: $199.00
(USD)
(per
Internet & Audio Connection, feel free to have your entire team
present for one low price)
**After
Payment is recieved you will receive an email with access instructions**
**Group
Discounts Available, click
here for more info**
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