Call Centre Management Association (CCMA)
It’s one of the most common reasons leaders don’t delegate complex work to their teams: “They don’t think strategically enough.” But what is strategic thinking and how can the skill be learnt?
In this workshop we aim to enable junior and middle managers to develop their skillset to be able to contribute to the strategic direction of the business. They will understand exactly what strategy and strategic thinking are, where they fit in the overall scheme of things – from Vision to Procedures – and how their own roles contribute to the strategy.
This workshop explores the ‘golden thread’- the link from vision, values and purpose through to the day to day activity. It introduces common strategic models and some thinking activities designed to initiate creative and big thinking that can be replicated in the working environment long after the workshop is over.
This programme is ideal for junior and middle managers to develop their skillset to be able to contribute to the strategic direction of the function or business. It’s also effective as a pre-cursor for reviewing your strategy and also to support the delivery of a pre-determined strategy.
For over 25 years the CCMA (Call Centre Management Association), as the longest established contact centre industry body has been dedicated to supporting contact centre leaders. Founded on the principles of sharing best practice and networking to improve skills and knowledge, the CCMA is a thriving community that represents leaders from a huge cross-section of the industry.
Members of the CCMA community can take advantage of the many networking and learning opportunities aimed at keeping contact centre leaders up to date with changes in the industry; from technology advances, to regulation changes, to discovering new ways to improve the customer experience and more.
For additional information on the CCMA view their Company Profile