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October 2019

Sales Through Service

Thursday 31 October, 2019 @ 9:00 am - 4:00 pm
£299

FOR AGENTS Building sales through service is beneficial to the customer, the business and the advisor. Taking a 'back to basics' approach, this session creates a foundation of the skills needed and teaches advisors how to be the best version of themselves, to take pride in your job and the skills they need to achieve that. Consistency is the key An understanding of the sales process Selling skills Positive habits and Goal setting A structured approach.

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November 2019

Training and Coaching User Group

Wednesday 13 November, 2019 @ 2:30 pm - 4:30 pm

Welcome to the first series of our Training & Coaching User Group! This group has been created to give you an unique opportunity to discuss training issues with like minded people. During this series of sessions we will exam the role of the coach and how to embed coaching into the learning culture through a colleague-to-colleague approach.  Sharing best practice and identify topics for future sessions along the way.

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Developing a Team Culture (TLD 5)

Thursday 14 November, 2019

TLD 5 -  Workshop 5 Aimed at a Team Leader with 6 months plus exposure to leading. This 1 day interactive workshop will discuss opportunities within your team to develop a team culture which can make a difference. Explore current team dynamics through the workshop activities to transform your teams into a high performing team through visioning and developing the right culture. To include: Creating a Team Culture. What is your vision for an ideal team? Barriers to success. Engagement.…

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Webinar: Build a Game-changing Contact Centre

Wednesday 20 November, 2019 @ 10:00 am - 10:40 am

To excel in today’s experience economy, your contact centre needs to be at the top of its game.  But contact centre agents can’t do it alone.  Are your systems up to the challenge? On Wednesday 20th November from 10am to 1040am, Rob Mukherjee of EveryCloud Communications and Tom Croft of 8x8 will show you how cloud-based technology can supercharge your agents and empower them to delight customers with a fast, high-quality experience every time. Click here to join the webinar…

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January 2020

Contact Centre Leaders Convention 2020

Thursday 30 January @ 9:00 am - 4:30 pm
Village Hotel Warrington, 110 Centre Park Square
Warrington, WA1 1QA United Kingdom
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Be inspired with a unique opportunity for contact centre leaders in the North West to collaborate and get set for 2020. A full programme will deliver industry insight and best practice at the North West’s leaders event of the year. Get set to be the best you and your business can be in 2020. 1-2 places 3-4 places 5 or more places £135+VAT p/p £120+VAT p/p £100+VAT p/p To attend any of the sessions listed above, please send us an…

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February 2020

Sales through Service

Tuesday 25 February

For AgentsBuilding sales through service is beneficial to the customer, the business and the advisor. Taking a ‘back to basics’ approach, this session creates a foundation of the skills needed and teaches advisors how to be the best version of themselves, to take pride in the job and the skills they need to achieve that. Consistency is the key An understanding of the sales process Selling skills Positive habits and Goal setting A structured approach. To attend this session please…

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Using Your Voice for Your Success

Wednesday 26 February

Using your voice effectively for the best results For Agents Even with today's multi-channel contact centre, a large portion of time is still spent on the telephone. It, therefore, follows that correctly utilising the voice is vitally important. The aim of the session is to teach the benefit of clear and concise speech, positive language and looking after the voice and how that impacts the customer. Learn about pitch, pace, tone and how that can affect the customer's response. Learn how…

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The Customer Journey. Why it Matters

Thursday 27 February

...and your impact in delivering it For AgentsSurveys have shown that the service you provide and how you provide it is now much more prominent in the mind of the customer, often taking priority over cost. It therefore stands that, creating a great customer journey has become paramount. They expect a journey that is fluid and without incident and making sure that this is what you deliver is what this session establishes and encourages. Learn to listen to what works…

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March 2020

Managing a Successful Team in 2020

Wednesday 11 March
TBC

Offering 5 key features required to manage a team, this workshop helps the delegates to enhance the understanding for ‘the team’. This is all about knowing your people, knowing how you can make a successful team and use their strengths to gain maximum performance. Suitable for Team Leaders new to role, this 1 day interactive session will include: The performance gap, a performing and an underperforming agent. Managing ‘Skill’ and ‘Will’ related issues. Coaching a team to success. Team motivators…

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Quarterly Forum Thursday 12th March 2020

Thursday 12 March @ 12:30 pm - 4:00 pm
58 Mosley Street, Manchester M2 3HZ, 58 Mosley Street
Manchester, M2 3HZ United Kingdom
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12:30pm registration - 4:15pm Hosted by Slater & Gordon Lawyers, 58 Mosley St, Manchester M2 3HZ Car parking at NCP Manchester China Town M1 4EE To book, please RSVP below or email info@callnorthwest.org.uk This event is free to members of Call North West. Non-members are welcome to attend one event free.   12.30pm - Registration and light lunch 1.00pm - Welcome to Call North West  -  Jane Thomas, Managing Director, Call North West 1.05pm - Welcome to Slater & Gordon…

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