In this tutorial, we are going to cover the Module called “Contact Center Leadership for Executives“. In this lecture, you are going to learn to lead a contact center in the digital era. Click here to solve the quiz Contact Center Leadership for Executives on the trailhead.
#1. Develop Leadership Skills for the Contact Center
Solve these tests and get 100 points
Qn1. Why is it important to build a continuous improvement capability and culture in your organization?
I)Give your people something to do outside the normal day-to-day.
II)It allows you to publicize your tech credibility in the marketplace.
III)It gives your company the ability to move rapidly and handle business volatility.
IV)So you can cut costs.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: III)It gives your company the ability to move rapidly and handle business volatility. [/bg_collapse]
Qn2. How do you identify ways to measure core values in the contact center?
I)Use conceptual ideas and stay vague.
II)Rely on outside advice to define your measurements.
III)Do workshops with your team to translate values into KPIs.
IV)Contact human resources to help define measurements.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: III)Do workshops with your team to translate values into KPIs. [/bg_collapse]
Qn3. Why is it important to develop a succession plan?
I)Because it’s normal for people to change jobs frequently and you don’t want to be short staffed.
II)So you can provide a path for high performers so they will stay at your company.
III)To show low performers they won’t be promoted.
IV)A and B
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)A and B [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points.
#2. Use Metrics to Bolster Your Business Case
Solve these tests and get 100 points
Qn1. Which metrics are C-Suite executives primarily focused on?
I)Input metrics.
II)Attrition metrics.
III)Average handle time.
IV)Output metrics.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)Output metrics. [/bg_collapse]
Qn2. Why is it important to translate KPIs into business value?
I)Because the dollar amount associated with a KPI is more compelling.
II)So C-Suite executives can hire more people.
III)Because HR needs to see the numbers.
IV)B and B
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: I)Because the dollar amount associated with a KPI is more compelling. [/bg_collapse]
Qn3. Why do you need to know the exact value of each customer?
I)So you know which ones to let go of.
II)So you can make the business case for investments to retain customers.
III)So you have better input metrics.
IV)So your accounting team has more fulfilling work.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: II)So you can make the business case for investments to retain customers. [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points.
#3. Use Data to Lead
Solve these tests and get 100 points
Qn1. When considering KPIs, why should your operating model allow for experimentation?
I)Because employees are more likely to stay if they’re allowed to innovate and experiment.
II)To account for variation from the norm whenever you have big changes.
III)To give you cover during tense conversations.
IV)Because HR needs to have flexibility in promotions.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: II)To account for variation from the norm whenever you have big changes. [/bg_collapse]
Qn2. Why is a customer effort index valuable?
I)Because an external perspective lets you know how you’re impacting your customers.
II)Because it’s more accurate than focus groups.
III)Because you want to prevent customers from saying what they really think.
IV)Because you can correlate the customer effort index to other indicators and get more insights from your data.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)Because you can correlate the customer effort index to other indicators and get more insights from your data. [/bg_collapse]
Qn3. What are some new ways you might consider using contact center data?
I)Establishing targets for incentives and raises.
II)Providing unbiased coaching to employees.
III)Anticipating customer needs by analyzing buying patterns.
IV)All of the above.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)All of the above. [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points
#4. Build a Contact Center for the New Digital Era
Solve these tests and get 100 points
Qn1. What is a key component to consider when creating a strategic roadmap for the contact center?
I)New and evolving technologies.
II)Fluctuations in demand.
III)Mergers and Acquisitions.
IV)All of the above.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)All of the above. [/bg_collapse]
Qn2. Which of the following would you classify as one of the most common mistakes when evaluating a vendor?
I)Assessing the vendor’s understanding of your strategic intent.
II)Understanding the integration of the new service/technology into the existing operations.
III)Scenario analysis of contract specifics around SLA’s, penalties, and warranties.
IV)Evaluating on unit price alone.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)Evaluating on unit price alone. [/bg_collapse]
Qn3. Why is it important to establish a governance committee to oversee strategic partnerships?
I)To make sure managers are not taking kickbacks.
II)To provide visibility and transparency across the organization.
III)To help encourage cooperation between agents and vendors.
IV)A and B
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)A and B [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points
#5. Communicate Like an Executive
Solve these tests and get 100 points
Qn1. When should you try to get buy-in from C-Suite executives?
I)Before you present your ideas to the group.
II)During one-on-one conversations with other C-Suite executives.
III)When you’re presenting for the first time.
IV)A and B
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)A and B [/bg_collapse]
Qn2. How can you communicate more effectively to the C-Suite?
I)By using complex presentations with professional graphics.
II)By reading exactly what’s on your presentation slide.
III)Start off with a short story that connects to the message you want to deliver.
IV)Get through your presentation without pausing.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: III)Start off with a short story that connects to the message you want to deliver. [/bg_collapse]
Qn3. Why does the voice of the customer matter to senior executives?
I)Because it enhances hard data with more qualitative aspects.
II)Because many executives have never worked in a contact center.
III)Because audio recordings have more impact.
IV)Because they like to know why AHT is increasing.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: I)Because it enhances hard data with more qualitative aspects. [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points
