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?

This bundle of courses is designed to enable junior and middle managers to develop their skillset so they can contribute to the strategic direction of the business. This includes learning techniques that help inform the strategy, such as measuring customer outcomes, and how to work with important stakeholders such as marketing to execute that strategy.

How it works

Book this bundle of 3 courses and save 10% per person per course. You can book multiple people at once on to all 3 courses, just use the form below to tell us who’s coming.

Learning outcomes

After taking these courses you will be able to:

  • Articulate what is meant by strategic thinking, strategy and where it ‘fits’.
  • Have knowledge of tools and processes to aid strategy setting.
  • Think differently through the use of problem-solving techniques.
  • Bring data to life and turning insight into action to create Positive Customer Outcomes (PCO).
  • Gain insight into implementing organisational support via a cross-functional team to agree what metrics to use and why.
  • Understand how marketing campaigns are created.
  • Identify opportunities to share valuable insights with the wider business.
  • Understand how two-way feedback will help you with contact centre resource planning.

Benefits to your business

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.

People who ‘get’ the vision of the organisation they work for, and buy into it, become more effective decision makers and are able to work more autonomously. An organisation that pulls on the brainpower of hundreds, or thousands, of people is always going to outperform one that has to rely on a few people at the top directing everyone else.

Aligning your contact centre operations with the objectives of the wider business ensures that the necessary resources are available to optimise results. That leads to more new customers and more customers retained.

“I felt the break out rooms were good and Nicola was very friendly, clear and engaging. Fantastic trainer!”

“I liked the activities the most – very useful to help me think bigger and more strategically.”

Book This Bundle

Please fill in the form to register up to 6 people for this bundle. Each attendee will attend all 3 courses. They will be be enrolled into the next available session for each course. We will contact the booker to arrange the payment and confirm the dates.

Company *
Email *
First name *
Last name *
Phone
Job title *
Purchase order number
Are you a member? *

Please book places on this event for the following people:

Number of Attendants
(If the organiser is also attending please add yourself as attendee 1)
Attendants

By completing this form you agree to CCMA’s standard Terms and Conditions for Training and that the CCMA using your personal data in accordance.

Payment Method *
£
0.00
 GBP
£
0.00
 GBP
Total
£
0.00
 GBP inc. VAT

To pay by Invoice:

Please fill in the form to place your order. We will send you an invoice that will enable you to pay by BACS, credit card, IBAN or Swift. 

To pay by Training Credits:

Please fill in the form to place your order. If your CCMA membership account has sufficient Training Credits we will email you to confirm.

If you do not have enough Training Credits to cover the full amount we will send you an invoice that will enable you to pay the balance by BACS, credit card, IBAN or Swift. 


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to CCMA’s standard Terms and Conditions for Training and that the CCMA using your personal data in accordance.

Format

Three x 3-hour online Training Courses using Zoom or Teams.

Who is it for?

Contact Centre Leaders, Operations managers and Team Managers (or those aspiring to those roles) who would benefit from thinking more strategically, so that they can effectively help create, shape or implement a strategy.

Why should you go?

To lift your head from the day to day activity and have the space to think bigger, longer term and in a more visionary way.

How much is it?

CCMA members: £672*

Non-members: £942*

Per person, for three courses.

Includes 10% discount.

*excludes VAT

Additional discounts available for group bookings