Mastering Social Media Customer Service
Social media is a critical tool for delivering great customer service. Get prepared to serve customers on Facebook, Instagram, Twitter and WhatsApp.
Training – specialist
Written Communication Skills
Learn to write to customers and colleagues in a way that’s clear, human, simple and effective, and achieves the outcome you desire.
Resource Planning for Team Leaders
Improve the interaction between Resource Planning and Team Leaders and empower your leaders through a greater understanding of how the operation impacts forecasts and schedules.
Better Complaint Responses
Complaints will happen. What matters is how you handle them and turn them round. Learn how you and your team can sound more human, open, and sincere in speech and writing to stop complaints escalating.
Introduction to Resource Planning
Without forecasting and scheduling you will probably under-utilise your resources. If you want to learn the basics of forecasting and scheduling, this course is for you.
Quality Assurance in the Contact Centre
Businesses that consistently make small marginal gains can experience large improvements in performance over time. Explore the importance of QA and its impact across the contact centre.
Working with Vulnerable Customers
Help contact centre agents better recognise all types of vulnerability and be more flexible in their approach, enabling them to align with customers and meet their needs more effectively.