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Contact Centre Macro

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Contact Centres have their own specific needs when it comes to customer service, This collection was specifically designed with our Expert SME who was a judge at the European Contact Centre and Customer Service awards and helped to develop the BSC in Managing the Customer Contact now run at Ulster University. This collection is a one-stop-shop for the Sector specific needs of a Contact centre. All Macro modules, meaning that they are between 20-30 mins in length for Learning all you need to succeed in one sitting

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CPD certified

Lessons in this collection

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Leading a Great Team icon

Leading a Great Team

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Developing and Leading Teams to Achieve Goals
lesson

The aim of this module is to enhance your ability in developing and leading teams to achieve organisational goals. You’ll look at goals and objectives from both […]

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Team Types and Your Role as a Leader
lesson / 15m

As a leader of a team, your role is to bring individuals together, inspire and support them, making sure that they function well alone […]

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Creating a Team Vision
lesson / 20m

In this lesson learners will find out how to develop a vision that sets clear direction for the team, and the benefits it brings […]

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Supporting the Teams Wellbeing
lesson / 20m

Workplace wellness is more important than ever before. Here leaders will discover how to promote the wellbeing of their team as well as their […]

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Delegation
lesson / 20m

There’s more to delegation than assigning tasks to others. Here, learners will find out about the when, who, how and what of delegation so […]

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The Benefits of Great Feedback
lesson / 35m

This lesson’s got everything leaders need to know about how to use and give great feedback that will benefit the individual, the team and […]

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The Benefits of Great Feedback – a Video Case Study
lesson / 8m

This Feedback & Rewind video shows you what impact your feedback has on the person receiving it.

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Managing Conflict in the Team
lesson / 20m

This lesson guides learners through how to manage conflict in their team, from spotting the signs through to managing conflict situations and the skills […]

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Reviewing performance
lesson / 20m

Everything leaders need to know about performance and performance appraisals and how to make them work for the benefit of the individual as well […]

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Difficult conversations
lesson / 20m

In this lesson learners will explore how leaders and their teams can approach difficult conversations with each other in a constructive way. Every leader […]

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Training and Development
lesson / 20m

As a leader, you’re responsible for ensuring your team members not only have the resources to perform to the best of their ability, but […]

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Change – Your Role as a Leader
lesson / 20m

Leaders will understand their role in supporting the team through organisational change, and how to do this in ways that work for every member […]

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Using Teamwork to Boost Performance
lesson / 20m

The whole is greater than the sum of its parts… this lesson helps leaders explore the power of strong teamwork to get more done, […]

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