ABSTRACT
This chapter provides creating a vision and a strategy for the contact centre or a network of contact centres. The methodologies in the chapter are to build a successful vision and business strategy. In order to create a vision and strategy that are robust, consider the following key steps: The 'why' question, Decide the vision and create the values, Goals and objectives: creating the operational plan, Measures and targets. To understand what to build and how the vision and strategy will be used for maximum benefit, the '4D' approach is often used: Decide, Define, Develop, Deliver. The chapter explains the leadership is the key factor that makes everything comes to life. The leader will envision and communicate, energize and motivate, and quite simply provide leadership and direction. Leaders will help create the vision and will certainly own it, and 'sell' it to the wider team. They will drive a demanding set of objectives and will set challenging but achievable targets.
