Overview
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Learn the skills and methods of top customer service leaders, and find out how you can develop a customer service dream team.
Syllabus
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Introduction
- Customer service leadership done right
- One-on-one meetings
- Skip-level meetings
- Management by walking around
- Monthly business reviews
- Listening to calls
- The voice of the customer
- Continuous improvement programs
- Process management in the contact center
- Leadership: What gets measured gets done
- KPIs are not set it and forget it
- Advocating for the contact center
- Next steps
