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.
Explore the basic principles of what makes us emotionally intelligent and how we can develop these all-important skills to improve ourselves and our teams.
To enable you to accurately interpret and prioritise customer needs and transform insight into measurable and quantifiable action.
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.
This 3 hour virtual workshop explores the principles of marketing, and how it relates to the contact centre. Learn to co-ordinate campaigns for better results.
Stressed out managers, team leaders and agents cannot perform their jobs to the best of their ability. Explore stress and recognise triggers and mitigation for you and your teams.
Poor mental health costs employers billions through absenteeism and attrition. Explore how to take conscious control of workplace relationships and protect the wellbeing of colleagues.
At work there are so many barriers stopping us from being as productive as we could be. Learn some key tools and techniques that will help to maximise your own and your team’s productivity.
Customers that rate a company highly for CX spend 140% more and remain loyal longer. Discover the 8 key principles behind delivering a more easy and effortless customer experience.
Social media is a critical tool for delivering great customer service. Get prepared to serve customers on Facebook, Instagram, Twitter and WhatsApp.