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April 2020

Team Leader User Group

Wednesday 22 April @ 2:00 pm - 4:00 pm

CNW Team Leader User Group

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Being a Self-Aware Team Leader

Thursday 23 April

Being aware of your own actions whilst at work can sometimes be challenging. How can you be self-aware? This workshop considers how your own actions can alter the effectiveness of you as a leader. During the practical workshop, you would review methods to help understand how to learn more about yourself, your learning styles and those around you. Have you ever thought about what people see in you and what you do not see about yourself? The key outputs for…

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Sales through Service

Tuesday 28 April

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 29 April

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

...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

Quarterly Forum Thursday 7th May 2020

Thursday 7 May @ 9:00 am - 1:00 pm

Hurry, Book your places now

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Training & Coaching User Group

Tuesday 12 May @ 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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Developing a Coaching Culture

Wednesday 13 May

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

Team Leader User Group

Wednesday 10 June @ 2:00 pm - 4:00 pm

CNW Team Leader User Group

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Your Personal Brand

Thursday 11 June

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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