Customer Experience Fundamentals for Leaders

Understand the prerequisites for creating a great customer experience

 

What client questions will it answer?

• What do I need to know to be able to manage and drive a better customer experience?

• What tools and techniques should I be using to measure customer experience

 

Who will benefit from it?

• Front line managers

• Front line team leaders

• Channel managers

• Contact centre quality managers

 

What is the format?​

• 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:

• the ways customer experience can be defined

• identifying customer touchpoints

• best practice reporting metrics and measurement tools

• end-to-end workforce management considerations

• optimised quality processes to encourage customer-centricity

• 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.