A unique training for medior and senior contact center management. The training is based on the Contact Center Operating Model ©, CCOM. This model is a framework that covers all elements a contact center leader should be able to control in order to achieve the contact center strategy.
Technological advances in the telecommunications sector have caused an exponential growth in the amount of channel from and to the customer. The contact center has become practically indispensable in managing those channels. The succes of a contact center greatly depends on its management and the quality of leadership.
The Expert Class is a comprehensive and in-depth training which offers a helicopter view off all aspects of a contact center. With a combination of a strong theoretical background and practical experiences, the Expert Class is a well-rounded experience. After this training, participants are more attentive to the bigger picture, have a clear view of what priorities to set and what cause-effect relationships influence the daily operations.
“Participants of this training get a better understanding of the vision, strategy and daily operations of a contact center, thus improving their chances to grow within the organization." Nancy, Sales Manager Telesales at Eni
80 percent of the docents are active daily within the contact center industry, have years of successful experience and a proven 'ability to teach', resulting in a participant satisfaction of 8.7 out of 10.
Since the fourth edition we added a strong focus on academic influence in the course. A number of university professors with research endeavors in the contact center sector came aboard as guest lecturers.
“The speakers are all experts in their fields. As a result, the theoretical background is continuously translated to a day-to-day business context.” Iris, Teammanager at IPG
“The contact center is typically the place where a lot of 'moments of truth' are concentrated. When these are treated with the best care, the contact center creates value for the customer and therefore the entire organization. If the contact center is put in a position where customer insights can be interpreted and passed along properly, it becomes a true value center." Jan Smets, Director Retail & Customer Care at bpost
We are currently on the 12th edition of the Expert Class, which started April 28th 2017 with a two day kick-off to clarify the content, purpose and goal of the course. Between May 8th and late November 2017, a combination of courses and site visits are held on Monday afternoons (with a break over the summer holidays). At the end of the course, participants present their final assignment / case to a jury.