Brief

Leadership Track 52: Excellence in Service and Operational Management

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Title: “Operational Excellence Leader: Enhancing Service and Operations”

Objective: Focus on elevating leaders’ operational management capabilities to enhance service quality and operational excellence.

Weeks 1-4: Customer Service

  • Reinforce the principles of world-class customer service.
  • Implement a customer feedback loop and service improvement project.

Weeks 5-8: Call Center Training

  • Optimize call center operations for improved customer interactions.
  • Develop a training program for call center staff focusing on customer engagement and resolution.

Weeks 9-12: Contact Center Training

  • Advance contact center management skills to drive performance and customer satisfaction.
  • Lead a contact center transformation initiative, including technology upgrades and process refinement.

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LEARN | GROW | LEAD

Access Your Leadership Academy!

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Excellence Academy

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On the Go

Audiobooks

Leadership

On the Go

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