- Contact Centre
- Contact Centre Micro
- Workforce Management: Lesson 3 Managing Change
- Lesson
Workforce Management: Lesson 3 Managing Change
- 6m
- Editable
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 lesson 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 lesson include:
Develop communication techniques and creating a productive workplace
Tips and tricks on strategy development and meeting performance targets
Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]
Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]
Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]
This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]
This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]
This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]
This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]
A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]
A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]
A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]
A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]
Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]
Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]
Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]
Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]
Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]
Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]
Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]
Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]
In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]
In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]
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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