Skip to main content
Implementing a Shared-Service Model for Global Customer Care Operations

Implementing a Shared-Service Model for Global Customer Care Operations

$199.00
When you get access:
Course access is prepared after purchase and delivered via email
How you learn:
Self-paced • Lifetime updates
Your guarantee:
30-day money-back guarantee — no questions asked
Who trusts this:
Trusted by professionals in 160+ countries
Toolkit Included:
Includes a practical, ready-to-use toolkit with implementation templates, worksheets, checklists, and decision-support materials so you can apply what you learn immediately - no additional setup required.
Adding to cart… The item has been added

Implementing a Shared-Service Model for Global Customer Care Operations



Course Overview

This comprehensive course is designed to equip participants with the knowledge and skills necessary to implement a shared-service model for global customer care operations. Through interactive and engaging lessons, participants will learn how to design, implement, and manage a shared-service model that meets the needs of their organization and customers.



Course Objectives

  • Understand the principles and benefits of a shared-service model for global customer care operations
  • Design and implement a shared-service model that meets the needs of their organization and customers
  • Develop strategies for managing and optimizing shared-service operations
  • Improve customer satisfaction and loyalty through effective shared-service delivery
  • Reduce costs and improve efficiency through shared-service implementation


Course Outline

Module 1: Introduction to Shared-Service Models

  • Defining shared-service models and their benefits
  • Understanding the evolution of shared-service models
  • Identifying the key components of a shared-service model
  • Case studies: Successful shared-service model implementations

Module 2: Designing a Shared-Service Model

  • Assessing organizational readiness for a shared-service model
  • Defining the scope and objectives of the shared-service model
  • Designing the shared-service model architecture
  • Developing a business case for the shared-service model

Module 3: Implementing a Shared-Service Model

  • Developing a project plan for shared-service implementation
  • Establishing a shared-service governance structure
  • Defining and implementing shared-service processes
  • Training and change management for shared-service implementation

Module 4: Managing and Optimizing Shared-Service Operations

  • Defining and tracking key performance indicators (KPIs) for shared-service operations
  • Implementing continuous improvement methodologies for shared-service operations
  • Managing and resolving conflicts in shared-service operations
  • Strategies for scaling and expanding shared-service operations

Module 5: Customer Relationship Management in Shared-Service Operations

  • Understanding customer needs and expectations in shared-service operations
  • Developing customer relationship management strategies for shared-service operations
  • Implementing customer feedback and complaint handling processes
  • Measuring and improving customer satisfaction in shared-service operations

Module 6: Technology and Tools for Shared-Service Operations

  • Overview of technology and tools for shared-service operations
  • Implementing customer relationship management (CRM) software
  • Using data analytics and business intelligence tools in shared-service operations
  • Implementing automation and artificial intelligence (AI) in shared-service operations

Module 7: Metrics and Benchmarking for Shared-Service Operations

  • Defining and tracking metrics for shared-service operations
  • Benchmarking shared-service operations against industry standards
  • Using data and analytics to drive decision-making in shared-service operations
  • Developing and implementing a balanced scorecard for shared-service operations

Module 8: Change Management and Communication in Shared-Service Operations

  • Understanding the importance of change management in shared-service operations
  • Developing a change management strategy for shared-service implementation
  • Implementing effective communication plans for shared-service operations
  • Managing resistance to change in shared-service operations

Module 9: Employee Engagement and Development in Shared-Service Operations

  • Understanding the importance of employee engagement in shared-service operations
  • Developing strategies for employee engagement and motivation in shared-service operations
  • Implementing training and development programs for shared-service employees
  • Managing talent and succession planning in shared-service operations

Module 10: Sustaining and Improving Shared-Service Operations

  • Developing a sustainability plan for shared-service operations
  • Implementing continuous improvement methodologies for shared-service operations
  • Managing and resolving conflicts in shared-service operations
  • Strategies for scaling and expanding shared-service operations


Certificate of Completion

Upon completing this course, participants will receive a Certificate of Completion issued by The Art of Service. This certificate will demonstrate their expertise and knowledge in implementing a shared-service model for global customer care operations.



Course Features

  • Interactive and engaging lessons
  • Comprehensive and up-to-date content
  • Personalized learning experience
  • Expert instructors with industry experience
  • Practical and real-world applications
  • High-quality content and materials
  • Certificate of Completion issued by The Art of Service
  • Flexible learning options (self-paced, instructor-led, or blended)
  • User-friendly and mobile-accessible platform
  • Community-driven discussion forums
  • Actionable insights and hands-on projects
  • Bite-sized lessons and lifetime access
  • Gamification and progress tracking features
,
!