• Lesson

Workforce Management

  • 30m
  • Editable
  • Assessment

Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered to your customers. But getting this right can be tricky! This module shares some useful tips and guidance to ensure that Contact Centre Managers are best placed to meet ever changing workplace demands. Learning Outcomes for this module include:
Develop communication techniques and creating a productive workplace Tips and tricks on strategy development and meeting performance targets

Watch Content Preview

Accreditations and Endorsements

CPD certified

Also in Contact Center Macro

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 […]

View
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 […]

View
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. […]

View
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 […]

View
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 […]

View
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 […]

View
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 […]

View
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 […]

View
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 […]

View
Email Customer Service
lesson / 27m

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 […]

View
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 […]

View