• Library

Contact Centre

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In a time-pressured environment, contact center agents need to be on top of their game, in order to deliver the best customer service experience they can on every single contact. That’s why we created our Contact Center Library. With lessons specifically focused on contact centers, we aim to ensure your teams are empowered, with the right learning at the point of need to deliver brilliant customer service time and time again.

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Contact Center Micro

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Contact Center Micro

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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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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 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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Contact Center Macro

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Contact Center Macro

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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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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 […]

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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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