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April 2020

Using Your Voice for Your Success

Wednesday 29 April, 2020

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 30 April, 2020

...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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May 2020

Developing a Coaching Culture

Wednesday 13 May, 2020

An engaging interactive 1 day workshop aimed at Team Leaders, new to role or established in role to enhance a current coaching culture or develop a new strategy. With a good mixture of theory and practical learning, this session will deliver and share best practice as well as engage with coaching methodology to include the following key outputs: Structured feedback sessions using appropriate methodology for a Contact Centre environment. Are you an Instructor or are you a Coach? ROI on…

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June 2020

Your Personal Brand

Thursday 11 June, 2020

How can Team Leaders stand out from the crowd? It is important to enjoy what we do – how can your personal brand help to deliver excellence within our teams which in turn leads to higher performance? This workshop will develop your awareness and confidence about yourself as a leader, you as a person as well as considering what you offer to your teams. Team Leaders will be challenged to consider what their legacy is and how this is delivered…

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July 2020

Influencing & Communicating

Thursday 9 July, 2020

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

Team Success – Motivation, Praise & Recognition

Thursday 17 September, 2020

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, 2020

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, 2020

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, 2020

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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Back to Basics of Emotional Intelligence

Wednesday 18 November, 2020

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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