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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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Lessons in this collection

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Leading a Great Team icon

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Developing and Leading Teams to Achieve Goals
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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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Delegation
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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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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
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Reviewing performance
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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
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Training and Development
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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
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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
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