Cancer Support Ambassador
A workshop which provides tools and strategies to enable individuals to give emotional support to someone affected by cancer
Training – specialist
Principles of Marketing Communications
Explore the principles of marketing communications and learn to communicate more effectively internally and promote the success of your contact centre across your business.
Marketing Essentials for Contact Centre Managers
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.
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.
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.
Developing Resource Planning Skills
Forecasting and scheduling is a lot more complicated with the rise of hybrid working and omnichannel. Throw your intuitive models away and ensure your WFM is fit for purpose.
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.