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Leading the Winning Team in the Contact Center
Business Issue - Profitability at the point of customer contact ultimately depends on how effectively senior executives lead, build and drive the sales and service culture. Only the executive management team can ensure that the organization achieves its objective: the adoption of a focused and disciplined approach, at all levels of the organization, to build a consistent, highperforming sales and service culture that will provide measurable improvement in results.
Omega Performance’s Solution - Leading the Winning Team in the Contact Center is a two-day workshop in which the executive team builds skills in applying key management activities such as measuring and evaluating team results, conducting formal and informal coaching sessions, and conducting and assessing effective team meetings and huddles.
Leading the Winning Team in the Contact Center:
- Helps senior executives increase profitability by implementing the high-leverage routines and activities that drive performance
- Aligns the entire management team by providing a focused, disciplined management process that will allow them to create and sustain a genuine sales and service culture
Results You Can Expect
Leading the Winning Team in the Contact Center helps your executives:
- Identify key management routines to be put into place at all levels in the organization
- Design methods to track and measure specific activities and results
- Build enthusiasm for the sales and service initiative among their staff
- Model the high impact skills they expect their managers to perform
Who Should Be Trained
Leading the Winning Team in the Contact Center is designed for the executive management team.