Loading Events
Find Events

Event Views Navigation

Past Events › Training

Events List Navigation

December 2018

Performance and Quality Challenge

Wednesday 5 December, 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,…

Find out more »

Team Leader Training: Module 4

Thursday 6 December, 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 4:  The Team Leader and 121’s ✓ Having quality one to one conversations with your team ✓ The locus of responsibility in 121’s ( your natural style and how that might impact the effectiveness of 121’s) Feedback ✓ Giving constructive feedback ✓…

Find out more »
January 2019

Performance and Quality Challenge

Friday 18 January

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,…

Find out more »
February 2019

Performance and Quality Challenge

Friday 8 February

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,…

Find out more »
June 2019

Developing a Coaching Culture (TLD 5)

Thursday 6 June

TLD 5 -  Workshop 1 An inspiring 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 and engage with coaching methodology to include: Action Planning Actions V’s Objectives. The structured flow from corporate objectives to individual objectives. Writing SMART objectives with an agent not for an…

Find out more »
July 2019

Influencing and Communicating (TLD 5)

Wednesday 3 July

TLD 5 -  Workshop 2 Consider the possibilities of influencing your team members with this workshop to explore the outputs of influencing through communication. Aimed at Team Leaders new to leading teams, this 1 day session will develop a plan of action for any leader. To include: Explore the concept of Drains V’s Radiators. Understanding why a Team Leader will need to influence a team. The theory of ‘Push-Pull’. Knowing the audience and understanding the communication cycle. Categorising verbal &…

Find out more »
August 2019

5 Steps for Managing a Successful Team (TLD 5)

Thursday 8 August

TLD 5 -  Workshop 3 Offering 5 key features for managing a team, this workshop works with the delegates to enhance the understanding for ‘the team’. 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 to include motivation methodology and understanding engagement status. Praise and recognition through understanding the needs of a team.…

Find out more »
October 2019

Planning and Time Management (TLD 5)

Thursday 10 October

TLD 5 -  Workshop 4 A Team Leader needs to be organised throughout their day to ensure they get the best from their day and their team. This 1 day workshop offers the opportunity to consider how to develop planning and time management skills. Suitable for Team Leaders new to the role, this session will include: The 3 P’s. ‘Worthwhile’ theory for the role of a Team Leader and Agent demonstrating the ‘Golden Circle’. Self-aware time management. Action planning the…

Find out more »

Sales Through Service

Thursday 31 October @ 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.

Find out more »
November 2019

Developing a Team Culture (TLD 5)

Thursday 14 November

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.…

Find out more »
+ Export Events