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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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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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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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Resilience: Lesson 1 Perspective
lesson / 6m

This lesson 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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Resilience: Lesson 2 Emotional Intelligence
lesson / 6m

This lesson 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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Resilience: Lesson 3 Drivers
lesson / 6m

This lesson 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 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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Resilience: Lesson 4 Network
lesson / 6m

This lesson 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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Resilience: Lesson 5 Selfcare
lesson / 6m

This lesson 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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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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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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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 centers. 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 centers. 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 centers. 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 centers. 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 centers. 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 centers. 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 centers. 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 centers. 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 centers. 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 centers. 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 centers. These metrics are the heartbeat of […]

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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 centers. 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 centers. 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 centers. 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 4 Quality
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 3 Key Skills
lesson / 6m

In this module, we will start to look at how contact center 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 center team managers can better coach their teams and the skills needed 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 center 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 icon

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 […]

View
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