CX-PRO™ Customer Experience (CX) Training and Certification
for Contact Center Leaders and Managers
A Training and Certification Program
If you lead or manage a Contact Center within your organization, having a more holistic perspective of how that functional role integrates within and supports the overall customer experience strategy will help guarantee your success. This course brings those fundamental elements of CX to the forefront to better equip the Contact Center professional to lead and manage within a customer-centric framework. This formalized and structured training in the essentials of customer experience will help you develop a more substantial knowledge base around CX principles and provides a broader and more insightful business perspective and best practices toward achieving a world-class status for your Contact Center. Successful completion and passage of a post-course on-line exam will earn the participant their CX-PROTM Certification.
Both On-Site and Online Instructor-Led Training Courses are Available
The CX-PRO for Contact Center Leaders course is available in variety of formats to fit into the schedule of today’s Contact Center Leader.
- A live online instructor-led virtual classroom format held on three successive 2-hour sessions over a two-week period—six sessions in total.
- 2-day on-site instructor-led format delivered at your location.
- COMING SOON – a Self-Pace online course enabling leaders to take web-based correspondence courses at their own pace. The course content and requirements of all formats for CX-PRO certification are identical.
All on-site training is available by request for quotation and conducted at your location. Typical class size for on-site training is 8 to 12 participants. The instructor-led on-line virtual classroom training has a maximum of 8 participants and will be held on the dates indicated on the registration page, accessed by clicking on the REGISTER NOW button.
NOTE: If a class size falls below 6 people, participants will automatically be registered into the next scheduled class.
What the CX-PRO certification can do for you…
HorizonCX developed the CX-PRO for Contact Center Leaders Training Program to introduce or accelerate your success in CX in the Contact Center by structuring each of the following core learning modules in an experiential fashion. What you can expect from this certification course is learning fundamental CX and Contact Center concepts, practicing them through hands-on exercises, and being presented with organizational examples where these CX concepts are being successfully applied within the Contact Center. Led by the experience and guidance of three seasoned CCXP Certified Customer Experience and Contact Center Professionals your biggest takeaway from this course will be learning how these concepts can best be applied within your organization’s culture and Contact Center. The capstone for this course and the requirement for your earning the CX-PRO for Contact Center Leader certificate is passing a 60-question post-training on-line exam and achieving a passing score of 75%. The CX-PRO for Contact Center Leaders Course follows the D.E.A.R. Model—Defining and Designing, Executing, Analyzing and Acting, and Refining. The key learning objectives for this course are as follows:
1. Understanding Customer Behaviors
The first step toward providing the customer with a highly level of satisfaction and experience is understanding what is driving them to reach out to the Contact Center. This means creating an accurate, consistent, and shared understanding of who your customers are, key drivers why they require your support, and how they perceive the interactions they are having with the Contact Center today. A solid customer understanding program can help a Contact Center identify problems why customer require service, maximize the Contact Center ability to efficiently handle the customer’s inquiry, and build new satisfaction and experiences that resonate with customers.
Goals objectives (business and personal) and measuring success
- CX and Contact Center Mission statements
- Thinking in systems – customer and agent journeys
- Persona exercise for the customer and employee
- Establishing a baseline
- Definition of a customer
- CX and Contact Center Maturity
- CX and Contact Center Strategies and Reporting
2. Developing a Customer Experience Strategy within the Contact Center
A customer experience strategy defines the type of service offering a Contact Center wants to provide. This definition guides employees as they interact with customers and how to allocate resources and technology to enable for a seamless customer interaction. Organizations that define, socialize, and use a customer experience strategy properly can say no to tempting, but off-strategy ideas and stay on track to create the interaction known to be right.
3. Measuring and Tracking Contact Center KPIs and Customer Experience
Organizations with good Contact Center measurement practices track customer experience quality on an ongoing basis using customer perceptions along with statistics as the ultimate test of what’s “good.” Such practices are critical to maturity because they allow the Contact Center to understand the current state of customer interaction, which levers it should pull to improve experiences, what technology is required and most importantly, how efforts are progressing over time.
4. Creating Accountability for CX (Governance Structures)
Governance systems are the way in which companies manage customer experience in a proactive and disciplined way. They create accountability by assigning specific experience tasks to people and include the processes use to monitor quality and improve it on a continual basis. Governance processes are critical to creating for world class culture and leadership to foster a great customer experience and workplace. It keeps bad experiences from getting out on the Contact Center floor and hold people accountable for their role in the customer experience ecosystem.
5. Designing Customer Experience Through Co-Creation
Practices in this discipline include following a formal design process, co-creating experience designs with all levels of management within the Contact Center, and iterating rapidly to hone in on the best designs quickly. Taking the time to implement these practices helps an organization leverage expertise and ideas from customers, employees, and partners, and helps weed out bad ideas early in the process.
6. Building a Customer Experience Culture
A customer-centric culture is essential to a mature experience. The goal of culture-building activities is to establish customer-centricity as a core value, as a means of embedding practices from the other five disciplines into employee DNA. Reaching that goal will turn customer experience excellence into a habit and make future change much easier.