Contact centre leaders have access to so much information and data, which is fundamental to tell the story, and recommend opportunities to drive improvements for the future.
Leigh Hopwood chats to Tim Burton, Chief Customer Officer at Smartnumbers, about the rise of fraud and what contact centre leaders can do to tackle it.
This workshop is aimed to provide Contact Centre Leaders with an understanding of the importance of effective performance management.
The course is designed to empower call centre leaders to embrace innovation, driving efficient problem-solving, elevating customer experiences and propelling your business ahead in a competitive market.
Learn how to create memorable customer experiences that help you attract new customers, turn existing customers into advocates, and make your employees proud to work for you.
An industry-leading programme designed to reduce early attrition of new contact centre talent.
A workshop which provides tools and strategies to enable individuals to give emotional support to someone affected by cancer
Learn how to tune in supportively to customers experiencing emotionally sensitive and challenging circumstances.
Working in a fast-paced environment like a contact centre is challenging. Learn to improve and manage your resilience to maintain your mental state and prevent burnout.
Explore various aspects of the advisor role and how to deliver that first-class experience.