All webinars / Leadership & culture A live online course in two sessions that turns CX strategy, customer journeys and metrics into everyday leadership for contact centre team leaders.CX for Call Centre Team Leaders
When
11:30 am Brisbane · 12 pm Adelaide · 9:30 am Perth · 4 hr 30 min
What you’ll learn
- What CX is, why it matters and how it links to business results
- Using lifecycles, journeys, jobs to be done and touchpoints with your team
- Making voice of the customer research, personas and journey maps practical
- How CX metrics cascade from company goals to frontline behaviour
Speaker
Trainer, CX Skills
Global customer service, contact centre and CX trainer, and a specialist in quality assurance frameworks.
Hosted by
CX Skills runs live online public courses on Zoom for customer-facing teams across Australia, New Zealand and Asia Pacific: phone, email and face-to-face service, managing difficult customers, retention, quality assurance, journey mapping and contact centre leadership. Courses run as one or two half-day sessions with trainers such as Simon Blair and Daniel Ord. They're paid, with discounts for groups and ACXPA members.