Accreditations and Endorsements

CPD certified

Also in Contact Center Macro

Workforce Management
lesson / 30m

Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]

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The Sales Process
lesson / 27m

This Module will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]

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Team Priority Management
lesson / 27m

Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]

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Resilience
lesson / 27m

This Module will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]

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Rapport Building
lesson / 27m

Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]

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Problem Solving
lesson / 27m

A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]

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Metrics for Managers
lesson / 30m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

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Live Chat
lesson / 27m

Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]

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Handling Brave Conversations
lesson / 27m

Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]

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Empathy
lesson / 27m

Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]

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Coaching for Success
lesson / 27m

In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]

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