Contact Centre Management
3 days|Delivered on request
This Contact Centre Management programme gives delegates a working command of pipeline management and customer journey mapping, grounded in recognised service design practice. Organisations invest here because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with negotiation in sales, voice of the customer programmes and consultative selling in their own organisation.
What delegates leave able to do
- Spot where negotiation in sales is failing before it becomes a finding, measured against recognised service design practice
- Explain voice of the customer programmes to someone who does not do the work
- Bring consultative selling into line with current good practice
- Take ownership of needs analysis rather than escalating it
What the course covers
- Pipeline management
- Customer journey mapping
- Negotiation in sales
- Voice of the customer programmes
- Consultative selling
- Needs analysis
- Proposal writing
Running soon, if you need a date
This programme runs on request. These are scheduled now and open for registration.
Who should attend
- contact centre team leaders
- branch managers
- sales managers
