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Call Center Organizational Leadership


Course Description:


- Strategy Alignment
- Strategic Goal Setting
- Leadership Styles, Approaches and Assessment
- Organization Design
- Change Management
- Leadership Solution Providers
- Conclusions
- Course takes about 2/2.5 hours
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course


Click here to see Call Center FAQ

Module 1 Strategy Alignment


Module Objectives:


Strategic alignment with the following learning objectives:
- How to understand the corporate business model
- Understanding the importance of customer recognition

Faculty Topic Description
Catherine Gilmore Understanding the Corporate Business Model Dr. Jon discusses understanding of the corporate business model.
Dr. Jon Anton Understanding the Importance of Customer Recognition Part 1 Dr. Jon discusses the importance of customer recognition for strategy alignment and organizational leadership.
Dr. Jon Anton Understanding the Importance of Customer Recognition Part 2 Dr. Jon discusses the importance of customer recognition for strategy alignment and organizational leadership.

Module 2 Strategic Goal Setting


Module Objectives:


Strategic goal setting with the following learning objectives:
- How to set strategic goals for the call center
- Developing a five year plan

Faculty Topic Description
Dr. Jon Anton Strategy Setting for the Call Center Dr. Jon discusses strategy setting for the call center.
Dr. Jon Anton Where Do We Want to Be Five Years from Now? Dr. Jon discusses where we want to be five years from now for strategic goal setting.
Dr. Jon Anton Branding to the Company Infrastructure Dr. Jon discusses branding to the company infrastructure for organizational leadership.

Module 3 Leadership Styles, Approaches, Assessment


Module Objectives:


Leadership styles, approaches, and assessment with the following learning objectives:
- Understanding leadership styles
- Developing leadership roles and approaches
- Assessing your own leadership style

Faculty Topic Description
Dr. Richard Feinberg Leadership Styles Richard discusses leadership styles in the context of organizational leadership.
Catherine Gilmore Leadership Roles and Approaches Dr. Jon Anton discusses leadership roles and approaches for organizational leadership.
Dr. Jon Anton Assessing Your Leadership Styles Dr. Jon discusses assessing your leadership skills in the context of organizational leadership.

Module 4 Organization Design


Module Objectives:


Organization design with the following learning objectives:
- Organizational design criteria
- Understanding people, process, and technology

Faculty Topic Description
Dr. Jon Anton Organizational Design Criteria Part 1 Dr. Jon discusses organizational design criteria for organizational leadership.
Dr. Jon Anton Organizational Design Criteria Part 2 Dr. Jon discusses organizational design criteria for organizational leadership.
Dr. Jon Anton Understanding People, Process, and Technology Dr. Jon discusses the understanding of people, process, and technology.

Module 5 Change Management


Module Objectives:


Change Management with the following learning objectives:
- Understanding the corporate culture
- Coping with group behavior
- Integrating with individual behavior
- Moving the people from the comfort of the status quo

Faculty Topic Description
Dr. Jon Anton Understanding the Corporate Culture Part 1 Dr. Jon discusses understanding the corporate culture for change management.
Dr. Jon Anton Understanding the Corporate Culture Part 2 Dr. Jon discusses understanding the corporate culture for change management.
Dr. Jon Anton What Type of Change is Needed Dr. Jon discusses what type of change is needed in change management.
Dr. Jon Anton Change Roles Dr. Jon discusses change roles in change management.
Dr. Jon Anton Change Strategies Dr. Jon discusses change strategies for change management.

Module 6 Conclusions


Module Objectives:


Conclude the organizational leadership course.

Faculty Topic Description
Dr. Jon Anton Conclusions Dr. Jon concludes the organizational leadership module.

Copyright 2010 CCCE  
The College of Call Center Excellence CCCE
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