Contact Center Leadership

Contact Center Leadership is an exciting responsibility and one that has never been more important. Nor has it ever been more challenging. Fast-evolving customer expectations, emerging service channels, and the multifaceted nature of delivering service are just a few of the developments you face. In this practical course, customer strategy, management, and omnichannel services expert Brad Cleveland covers how to align the contact center with your organization's goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need. Whether your approach involves in-person services, contact centers, social media, self-service, or any combination, this course is designed to get you up to speed fast on the factors essential for success. Brad shows you proven approaches, pitfalls to avoid, and real-life examples that give you more confidence as you set a direction that is right for your customers, employees, and organization.