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July 2020

(Webinar) What 100 UK contact centre leaders think that their centres will look like in 2021

Wednesday 8 July @ 12:00 pm - 12:45 pm

  The South West Contact Centre Forum, Call North West and ContactBabel - in partnership with Talkdesk - are delighted to announce the results of a major market survey into the future of the UK contact centre industry.   At this webinar, you will discover:  What lessons contact centres have learnt from their lockdown experiences What percentage of staff are likely to work from home in 2021 Which of the following: Employee Engagement/Motivation, Productivity, Adherence, Training, Health & Well-Being, and Team Communications are expected to be bigger issues…

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Influencing & Communicating

Thursday 9 July

This workshop will develop the vital skills needed to influence your team members, fellow managers and the senior management teams through use of solid and appropriate communication. It can be challenging to consistently be influencing all of the personalities of differing team members. What will you as a leader consider you could start, stop and continue doing to make you a more focussed leader? You will be asked to make a pledge about your next steps to influencing for good…

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September 2020

Quarterly Forum Thursday 10th September 2020

Thursday 10 September @ 9:00 am - 1:00 pm

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Training & Coaching User Group

Wednesday 16 September @ 2:00 pm - 4:00 pm

An opportunity to discuss training issues with like minded people. Previous sessions have examined the role of the coach within the centre and how centres have embedded coaching into their learning culture through a colleague approach and Training for the 'Now' and the 'Future'.

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Team Success – Motivation, Praise & Recognition

Thursday 17 September

How do you motivate yourself? If you know your self-motivators, you will start your journey to understand your teams. Knowing your teams strengths will enhance the ability to be able to motivate through this knowledge, understanding and appreciation of every individual. This workshop will offer an opportunity to learn from best practice, tried and tested ideas, learn from the industry expert, as well as get Team Leaders leaving with a plan of action to motivate team members to deliver excellent…

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October 2020

Planning & Time Management

Thursday 8 October

How can a Team Leader gain the best from their day which in turn gets the best from the team? This workshop will demonstrate what offering a ‘purpose’ to any role can bring and how this effects performance and engagement. By the end of the 1 day workshop the Team Leaders will appreciate that being selfaware can enhance their time management skills. Key outputs include: The 3 P’s. ‘Worthwhile’ theory for the role of a team leader and agent demonstrating…

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The Contact Centre Team Leader of 2023

Wednesday 21 October

With the future of AI offering a self-serve facility to our customers within the Contact Centre arena, we are working towards building teams of ‘super agents’. With this in mind – we need leaders who offer strong, passionate, capable and knowledgeable traits. This 1 day session looks at what makes a good leader, what leadership styles are appropriate and when as well as how to inspire your team to deliver great performance. In addition, this interactive workshop will benefit from…

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November 2020

Developing a Team Culture

Wednesday 4 November

Aimed at a Team Leader with 6 months plus exposure to leading. This workshop will leave the Team Leaders exploring team dynamics to return to their teams to make a difference. Team Leaders will be challenged to consider how to effectively start engaging and motivating their teams which in turn will transform their teams to high performing teams. By the end of this interactive workshop, Team Leaders will be visioning for the future and take away a plan on how…

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Quarterly Forum 12th November 2020

Thursday 12 November @ 9:00 am - 1:00 pm

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Back to Basics of Emotional Intelligence

Wednesday 18 November

What is Emotional Intelligence? Team Leaders are often faced with the challenges associated with different personalities and how you as a leader handle the daily situations is paramount to making better leaders. This 1 day workshop explores the basics of emotional intelligence and what it means to be emotionally intelligent. Listen to an industry expert as they explain how this can work within a successful team within a thriving brand. Key outputs include: An opportunity to learn emotional intelligence methodology…

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