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 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

  • Business Analyst

  • Contact center 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

  • optimized quality processes to encourage customer-centricity

  • process re-engineering techniques for optimal customer outcomes.​

As a result of this course, attendees become change agents to drive customer experience improvements in their organizations.