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Fundamentals of Contact Centre Strategy

Learning Level: Strategic Leader
Format: 3 Hours
Delivery: Virtual
In Person
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Stop managing today and start planning for tomorrow. This practical course helps you create a clear strategy, align priorities and build a roadmap for sustainable contact centre success. 

Today’s contact centre leaders face a constant balancing act. Customer expectations continue to rise, technology evolves rapidly and operational pressures rarely slow down. It’s easy to become focused on immediate performance, leaving little time to think about where the operation needs to be in three, five or even ten years’ time. 

This course helps you step back from day-to-day demands and take a more strategic view. You’ll explore how to assess your current position, understand the factors shaping future performance and create a clear direction that aligns customer, colleague, operational and business priorities. Rather than relying on reactive decision making, you’ll learn how to build a blueprint for success that supports sustainable growth and long termlong-term value. 

Through practical discussion with senior leader peers and real contact centre examples, you’ll strengthen your strategic thinking and develop greater confidence in making future– focused decisions. The course introduces proven planning approaches that help turn ambition into action, ensuring strategy becomes something you can actively deliver rather than simply document. 

Delivered as an interactive three-hour online workshop, this course is ideal for those responsible for strategic planning, business improvement and future operating models. Whether you’re refreshing an existing strategy, preparing for transformation or building capability for a more senior role, you’ll leave with practical tools, clearer priorities and a roadmap for the future. 

Course content

  • Strategic Leadership Thinking Explore future-focused leadership and balance operational delivery with long term organisational priorities.  
  • Current State Assessment Assess customer, colleague, operational and technology influences shaping current performance.  
  • SWOT and Environmental Scanning Identify strengths, weaknesses, opportunities and threats impacting future strategic direction.  
  • Defining Strategic Priorities Create strategic pillars across customer experience, people, operations and technology.  
  • Customer and People Strategy Align colleague and customer outcomes with wider organisational expectations and goals.  
  • Opportunity and Risk Mapping Evaluate future opportunities and risks to support informed strategic decisions.  
  • Building Strategic Roadmaps Create practical plans with clear priorities, milestones and measures of success.  
  • Stakeholder Alignment Build engagement, influence and commitment across key stakeholders and decision makers.  
  • Governance and Implementation Understand governance frameworks, resource considerations and successful delivery planning.  
  • Leading Strategic Change Communicate vision, sustain momentum and measure progress against strategic objectives.

Learning outcomes

  • Explain the purpose of strategic planning within modern contact centre leadership and future success. 
  • Assess internal and external influences shaping operational performance, customer outcomes and growth. 
  • Align contact centre priorities with wider organisational objectives, investment decisions and direction. 
  • Identify strategic opportunities across people, technology, customer experience and operational excellence. 
  • Create practical roadmaps balancing immediate priorities with long term organisational ambitions. 
  • Engage stakeholders effectively to build support, alignment and commitment for change. 
  • Translate strategic goals into measurable actions, outcomes and meaningful measures of success. 

Enquire here

Who should attend?

Senior leaders responsible for shaping the future direction and priorities of the contact centre.

What will you learn?

Create practical strategies that drive long term contact centre success.

How much is it?

£375 +VAT, Members receive a 20% discount

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings
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Who is it for?

Senior leaders responsible for shaping the future direction and priorities of the contact centre.

Why should you go?

Create practical strategies that drive long term contact centre success.

How much is it?

£375 +VAT, Members receive a 20% discount

Meet the Trainer

No Academy Leader assigned to this course.

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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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