Lessons in this collection

Workforce Management Lesson 1 Forecasting
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Workforce Management Lesson 2 Daily Patterns
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Workforce Management: Lesson 3 Managing Change
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Workforce Management: Lesson 4 Managing Performance
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The Sales Process Lesson 1: Approaching a Sales Call
  • 6m
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The Sales Process: Lesson 2 Types of Questions
  • 6m
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The Sales Process: Lesson 3 Handling Objections
  • 6m
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The Sales Process: Lesson 4 Closing the Sale
  • 6m
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Team Priority Management: Lesson 5 The 3Ds
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Team Priority Management: Lesson 1 Time Stealers
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Team Priority Management: Lesson 2 The Matrix
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Team Priority Management: Lesson 3 The Circle of Influence
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Team Priority Management: Lesson 4 The Payoff Matrix
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Resilience: Lesson 1 Perspective
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Resilience: Lesson 2 Emotional Intelligence
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Resilience: Lesson 3 Drivers
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Rapport Building: Lesson 4 It’s Not Just What You Say
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Resilience: Lesson 4 Network
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Resilience: Lesson 5 Selfcare
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Problem Solving: Lesson 4 Mind the Gap
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Rapport Building: Lesson 1 Why is Rapport Important?
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Rapport Building: Lesson 2 Get Off to a Good Start
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Rapport Building: Lesson 3 Listening and Responding
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Problem Solving: Lesson 1 Here to Help
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Problem Solving: Lesson 2 What’s the Problem
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Problem Solving: Lesson 3 What’s the Plan?
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Metrics for Managers: Lesson 6 Quality
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Metrics for Managers: Lesson 7 Abandonment Rate
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Metrics for Managers: Lesson 8 Staff Costs and Staff Engagement
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Metrics for Managers: Lesson 9 CSAT/NPS
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Metrics for Managers: Lesson 11 First Contact Resolution
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Metrics for Managers: Lesson 12 Volume
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Metrics for Managers: Lesson 13 Adherence
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Metrics for Managers: Lesson 16 Team Culture and Bad Behaviour
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Metrics for Managers: Lesson 2 Why Do Metrics Matter?
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Metrics for Managers: Lesson 3 Contract Type
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Metrics for Managers: Lesson 4 Average Handling Time
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Metrics for Managers: Lesson 5 Percentage of Calls Answered
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Metrics for Managers: Lesson 1 Introduction
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Metrics for Managers: Lesson 10 Error Rate and Goodwill
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Live Chat: Lesson 3 What Not to Say…
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Live Chat: Lesson 4 Quality
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Live Chat: Lesson 1 Why Live Chat?
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Live Chat: Lesson 2 First Contact Resolution
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Handling Brave Conversations: Lesson 1 Preparation
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Handling Brave Conversations: Lesson 2 Why Reading Moods Matter
  • 6m
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Handling Brave Conversations: Lesson 3 How Do I Steer a Conversation?
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Handling Brave Conversations: Lesson 4 Adjusting Your Approach
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Empathy: Lesson 1 What is Empathy?
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Empathy: Lesson 2 Cognitive Empathy
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Empathy: Lesson 3 Emotional Empathy
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Empathy: Lesson 4 Compassionate Empathy
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Email Customer Service: Lesson 1 Email Customer support
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Email Customer Service: Lesson 2 Bring Your Personality
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Email Customer Service: Lesson 3 Email Essentials
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Email Customer Service: Lesson 4 The Impact of Email
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Coaching for Success: Lesson 3 Key Skills
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Coaching for Success: Lesson 4 Structuring the Conversation
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Coaching for Success: Lesson 1 What is Coaching?
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Coaching for Success: Lesson 2 Listen Up
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