Effective Planning and Prioritisation
Tue 8 Oct 2024 @ 09:30 – 12:30 –
The purpose of this online course is to provide each of the participants with some key tools and techniques that will help to maximise productivity.
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SIG – Fraud Protection: October 2024
Wed 9 Oct 2024 @ 09:30 – 12:30 –
Our Special Interest Group for senior leaders of contact centre operations to share ideas and best practices for a more diverse workplace.
SIG – Team Leader & Manager (TLM): October 2024
Wed 9 Oct 2024 @ 12:00 – 13:30 –
The Team Leader & Manager Special Interest Group is for those leading teams within the contact centre to share ideas and discuss key topics.
Working with Vulnerable Customers
Thu 10 Oct 2024 @ 09:30 – 12:30 –
Delivering a great Customer Experience to vulnerable customers
What Makes a Great Leader in the Contact Centre?
Tue 15 Oct 2024 @ 11:00 – 12:00 –
In this online seminar, Kate Law, Membership and Learning Director for the CCMA chats to Jen Lord, course tutor for the CCMA Futures: Leadership Programme, about the 6 Competences in Top-Performing Contact Centre Leaders that have become critical to being a great leader.
Written Communication Skills
Wed 16 Oct 2024 @ 09:30 – 12:30 –
‘Why don’t customers do as we ask? How to write more effectively in the contact centre
Feedback Skills
Thu 17 Oct 2024 @ 09:30 – 12:30 –
Delivering a great Customer Experience to vulnerable customers
Better Complaint Responses
Tue 22 Oct 2024 @ 09:30 – 12:30 –
Delivering a great Customer Experience to vulnerable customers
Resource Planning for Team Leaders
Tue 22 Oct 2024 – Wed 23 Oct 2024 @ 10:00 – 13:00 –
Online Resource Planning for Team Leader
SIG – Housing: October 2024
Tue 22 Oct 2024 @ 12:00 – 13:30 –
These round table events include industry insight and research, member case studies and discussions