
Customer Experience Fundamentals for Leaders
Understand the prerequisites for creating a great customer experience
What client questions will it answer?
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What do I need to know to be able to manage and drive a better customer experience?
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What tools and techniques should I be using to measure customer experience
Who will benefit from it?
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Front line managers
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Front line team leaders
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Channel managers
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Contact centre quality managers
What is the format?
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Two-day workshop
This two-day training workshop demonstrates innovative ways to understand, create and manage the customer experience in all channels. Attendees will develop a comprehensive understanding of:
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the ways customer experience can be defined
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identifying customer touchpoints
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best practice reporting metrics and measurement tools
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end-to-end workforce management considerations
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optimised quality processes to encourage customer-centricity
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process re-engineering techniques for optimal customer outcomes.
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As a result of this course, attendees become change agents to drive customer experience improvements in their organisations.