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May 2018

Accelerating Your Digital Customer Service Strategy

Thursday 3 May, 2018 @ 9:00 am - 4:30 pm

If you need to find a way to track customer digital adoption to align my service investments, or need to set the right balance between automation and the human touch to retain loyalty, then This masterclass provides the examples, frameworks and thinking time to accelerate you on that journey. Customer Service is being disrupted. Customers have adopted digital lifestyles and passed on those expectations to brands. This translates into omni-channel fluency, 24×7 responsiveness and everything being fixed as speedily as…

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Train the Trainer

Wednesday 9 May, 2018 @ 9:00 am - Thursday 10 May, 2018 @ 4:30 pm

Intelligent Dialogue training is highly practical. Train the trainer training models good training practices, and helps participants develop their own training style. This training is more appropriate for those trainers who want to develop skills and behaviours rather than those who wish to transfer knowledge. Great for new trainers, or those who have been running training sessions for some time, and who want to invest in their own professional development. What makes an effective training session? This is not presentation skills…

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Team Leader Training: Module 2

Thursday 24 May, 2018 @ 10:00 am - 4:30 pm
Free

Each module, focuses on the critical areas in which Team Leaders need to be effective, and is full of practical ideas and insights to help participants develop themselves and their teams. Every module includes a learning review, to help participants reflect on the key things that they can do immediately to be more effective in their role, and also includes an action plan to transfer that insight into practice. ‘Discuss and Do’ is a major theme of this Team Leader…

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June 2018

Team Leader Training: Module 3

Thursday 21 June, 2018 @ 10:00 am - 4:30 pm
Free

Each module, focuses on the critical areas in which Team Leaders need to be effective, and is full of practical ideas and insights to help participants develop themselves and their teams. Every module includes a learning review, to help participants reflect on the key things that they can do immediately to be more effective in their role, and also includes an action plan to transfer that insight into practice. ‘Discuss and Do’ is a major theme of this Team Leader…

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July 2018

Team Leader Training: Module 4

Thursday 26 July, 2018 @ 10:00 am - 4:30 pm
Free

Each module, focuses on the critical areas in which Team Leaders need to be effective, and is full of practical ideas and insights to help participants develop themselves and their teams. Every module includes a learning review, to help participants reflect on the key things that they can do immediately to be more effective in their role, and also includes an action plan to transfer that insight into practice. ‘Discuss and Do’ is a major theme of this Team Leader…

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September 2018

Team Leader Training: Module 1

Friday 21 September, 2018 @ 10:00 am - 4:00 pm

BACK DUE TO POPULAR DEMAND! This programme is specifically designed to help Team Leaders focus on how they can be both effective and productive in their role, leading their team to be the best they can be! MODULE 1: BEING AN EFFECTIVE TEAM LEADER What makes an effective Contact Centre Team Leader? This module helps participants focus on how they spend their time, focus and energy and how they can be more effective. It’s really useful for those Team Leaders…

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October 2018

Performance and Quality Challenge

Friday 5 October, 2018

P&Q Challenge 2018: The P&Q Challenge is a highly regarded transformation programme that has involved hundreds of UK contact centres over the last six years. It is focussed on helping you deliver a more effective approach to quality management that fits the needs of today's customers and contact centre teams. The four month programme is being led by Martin Hill-Wilson who created the planning framework and collaborative approach between participating organisations. He brings a lifetime of experience in contact centres,…

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Team Leader Training: Module 2

Thursday 18 October, 2018 @ 10:00 am - 4:00 pm

BACK DUE TO POPULAR DEMAND! This programme is specifically designed to help Team Leaders focus on how they can be both effective and productive in their role, leading their team to be the best they can be! MODULE 2: DEVELOPING THE RIGHT TEAM CULTURE A practical day focussing on team culture, high performing teams and how your leadership can affect that. With a focus on communication skills and where you spend your time so that you can make a difference.…

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November 2018

Performance and Quality Challenge

Friday 9 November, 2018

P&Q Challenge 2018: The P&Q Challenge is a highly regarded transformation programme that has involved hundreds of UK contact centres over the last six years. It is focussed on helping you deliver a more effective approach to quality management that fits the needs of today's customers and contact centre teams. The four month programme is being led by Martin Hill-Wilson who created the planning framework and collaborative approach between participating organisations. He brings a lifetime of experience in contact centres,…

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Team Leader Training: Module 3

Wednesday 28 November, 2018 @ 10:00 am - 4:00 pm

BACK DUE TO POPULAR DEMAND! This programme is specifically designed to help Team Leaders focus on how they can be both effective and productive in their role, leading their team to be the best they can be! MODULE 3: THE TEAM LEADER AND TEAM PERFORMANCE Here we explore KPI’s and the team leader’s role in influencing performance in each of those areas. This focuses on the practicalities of monitoring performance, getting to the heart of any issues, and developing robust…

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