Accreditations and Endorsements

CPD certified

Also in Contact Centre Micro

Workforce Management: Lesson 1 Forecasting
lesson / 6m

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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Workforce Management: Lesson 2 Daily Patterns
lesson / 6m

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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Workforce Management: Lesson 3 Managing Change
lesson / 6m

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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Workforce Management: Lesson 4 Managing Performance
lesson / 6m

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 1 Approaching a sales call
lesson / 6m

This lesson 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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The Sales Process Lesson 2 Types of questions
lesson / 6m

This lesson 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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The Sales Process Lesson 3 Handling objections
lesson / 6m

This lesson 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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The Sales Process Lesson 4 Closing the sale
lesson / 6m

This lesson 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 1 Time Stealers
lesson / 6m

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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Team Priority Management Lesson 2 The Matrix
lesson / 6m

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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Team Priority Management Lesson 3 The circle of influence
lesson / 6m

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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Team Priority Management Lesson 4 The payoff matrix
lesson / 6m

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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Team Priority Management Lesson 5 The 3Ds
lesson / 6m

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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Rapport building Lesson 4 It’s not just what you say
lesson / 6m

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 3 What’s the plan
lesson / 6m

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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Problem solving Lesson 4 Mind the gap
lesson / 6m

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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Rapport building Lesson 1 Why is rapport important?
lesson / 6m

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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Rapport building Lesson 2 Get off to a good start
lesson / 6m

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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Rapport building Lesson 3 Listening and responding
lesson / 6m

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 1 Here to help
lesson / 6m

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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Problem solving Lesson 2 What’s the problem
lesson / 6m

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 5 Percentage of calls answered
lesson / 6m

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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Metrics for managers Lesson 6 Quality
lesson / 6m

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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Metrics for managers Lesson 7 Abandonment rate
lesson / 6m

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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Metrics for managers Lesson 8 Staff costs and staff engagement
lesson / 6m

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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Metrics for managers Lesson 9 CSAT/NPS
lesson / 6m

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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Metrics for managers Lesson 10 Error rate and goodwill
lesson / 6m

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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Metrics for managers Lesson 11 First contact resolution
lesson / 6m

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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Metrics for managers Lesson 12 Volume
lesson / 6m

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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Metrics for managers Lesson 13 Adherence
lesson / 6m

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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Metrics for managers Lesson 14 Compliance
lesson / 6m

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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Metrics for managers Lesson 15 Credibility and responsiveness
lesson / 6m

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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Metrics for managers Lesson 16 Team culture and bad behaviour
lesson / 6m

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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Metrics for managers Lesson 2 Why do metrics matter
lesson / 6m

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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Metrics for managers Lesson 3 Contract type
lesson / 6m

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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Metrics for managers Lesson 4 Average handling time
lesson / 6m

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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Metrics for managers Lesson 1 Introduction
lesson / 6m

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 3 What not to say…
lesson / 6m

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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Live Chat Lesson 1 Why live chat?
lesson / 6m

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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Live Chat Lesson 2 First contact resolution
lesson / 6m

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 1 Preparation
lesson / 6m

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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Handling Brave Conversations Lesson 2 Why reading moods matter
lesson / 6m

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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Handling Brave Conversations Lesson 3 How do I steer a conversation?
lesson / 6m

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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Handling Brave Conversations Lesson 4 Adjusting your approach
lesson / 6m

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 1 What is empathy
lesson / 6m

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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Empathy Lesson 2 Cognitive empathy
lesson / 6m

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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Empathy Lesson 3 Emotional empathy
lesson / 6m

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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Empathy Lesson 4 Compassionate empathy
lesson / 6m

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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Email Customer Service Lesson 1 Email Customer support
lesson / 6m

Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]

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Email Customer Service Lesson 2 Bring your personality
lesson / 6m

Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]

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Email Customer Service Lesson 3 Email essentials
lesson / 6m

Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]

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Email Customer Service Lesson 4 The impact of email
lesson / 6m

Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]

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Coaching for success Lesson 2 Listen up
lesson / 6m

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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Coaching for success Lesson 3 Key Skills
lesson / 6m

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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Coaching for success Lesson 4 Structuring the conversation
lesson / 6m

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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Coaching for success Lesson 1 What is coaching
lesson / 6m

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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