• Collection

Contact Center Micro

  • 60 Lessons
  • 5h 0m
  • Editable
  • Assessment

Learners’ needs are constantly changing and the ability to set aside an hour or more away from their day to complete learning modules is not an option. That’s why all the modules in the Contact Centre catalogue are designed to be consumed through space practice – just a few moments to read, understand and do something different to enhance your learner’s effectiveness in the role

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Accreditations and Endorsements

CPD certified

Lessons in this collection

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