CCMA Academy Autumn Contact Centre Training Events

Mental Health Awareness for Contact Centre Managers

Looking after employee mental and physical health at work has never been more important

This 3 hour virtual training workshop explores various aspects of mental health and how you as a Contact Centre Manager can support your teams if they are struggling with certain aspects of their mental health and well-being.

Your colleagues are dealing with changes in their working lives and changes at home. Some are getting used to working from home for the first time. Checking in on advisors each day is a great start, but may not be enough. This course will help you understand when people might be struggling and give you a greater understanding of mental health.

Learning outcomes

– Gain a greater understanding of mental health as a topic
– Understand & explore the two most common mental health issues – anxiety & depression
– Learn how to spot the early signs that a colleague is struggling with mental health
– Understand how and when to intervene with effective support
– Explore the role of the Manager with regards to managing mental health at work
– Explore your boundaries and know your limits
– Learn more about working from home & the effects on mental health – helping your people to work smarter & better
– Help to create a Network Support Map for your people



Date: Thursday 5th November 2020

Time: 9:30 am – 12:30 pm

Location: Online

To reserve your place on this Training Event Click Here

Building empathy with customers

Connecting with customers on an emotional level reaps rewards

In recent months, contact centre advisors have demonstrated their empathy and ability to build emotional connections with customers and this has delivered increases in CSAT scores and loyalty. With more customers demonstrating loyalty to brands that connect on an emotive level, building a customer experience that meets this expectation is now paramount.

This three-hour workshop will give you the insight, the evidence and the framework to start building your approach to emotive CX. The result of deploying an end to end management approach to emotive CX will be an increase in NPS, customer satisfaction and customer effort scores that translate into commercial ROI.

Learning outcomes:

– Find out what Emotive CX really means and why it is critical
– Learn about the impact of emotional connections on customer loyalty
– Discover how to demonstrate an ROI for CX
– Gain insight that provides the evidence for change
– Appreciate why this is a customer service priority
– Discover a framework for end to end management of an emotive CX programme
– Understand the neuroscience of emotion
– Work through a competency framework for change



Date: Friday 23rd October 2020

Time: 9:00 am – 12:00 pm

Location: Online

To reserve your place on this Training Event Click Here

Date: Thursday 19th November 2020

Time: 9:00 am – 12:00 pm

To reserve your place on this Training Event Click Here

Creating a Contact Centre Great Team

Great contact centre teams are created by leaders that can understand the behaviours of others. The first step is to consider your own behaviours.

Starting with a highly personalised behavioural profile, this virtual course looks at your behaviours based on The Five Behaviours model taken from the book The Five Dysfunctions of a Team by Patrick Lencioni. The model explores the behaviours for a high functioning team to trust one another, engage in conflict around ideas, commit to decisions, hold one another accountable and focus on achieving collective results.

As a result, a productive, high functioning team creates an environment where it:

– Feels safe to ask for help and express their opinions
– Avoids wasting time and energy on politics, confusion, and destructive conflict
– Is committed to the end goal
– Holds one another accountable
– Has more fun—and delivers results!

The course provides you with the tools to better understand, internalise and apply the principles of the model and to foster communication that can be used throughout your organisation.

Learning outcomes

– A computer-adaptive psychological assessment and personal development profile
– Learn about the Five Behaviours of a Cohesive Team model and why it matters
– Understand about your tendencies for each of the five behaviours: trust, conflict, commitment, accountability and results
– Create an action plan for how you will address your tendencies to become a better team player
– Have a greater understanding of how your team’s behaviours could be impacting the cohesiveness of your team.



Date: Wednesday 11th November and Thursday 12th November 2020

Time: 9:30 am – 11:15 am

Location: Online

To reserve your place on this Training Event Click Here

Introduction to Resource Planning

Start forecasting and scheduling in your inbound centre

If you’re looking for someone to explain the basics to forecasting and scheduling, then this course is for you.

This intensive three-part virtual training course will help you understand how to approach the various resource planning tasks and what information is needed, providing a basic foundation in forecasting, scheduling and managing the plan on the day.

The course will take you step by step through the process, with helpful hints and exercises to put the theory into practice. From understanding how to produce a forecast, to putting together shift patterns, as well as appreciating the importance of advisors using the right activity codes and working to the plan you have produced.

Objective: To understand forecasting, scheduling and real time management in a small inbound centre, what impacts the accuracy of outputs including shrinkage, occupancy & adherence

Topics covered: A resource planner’s perspective on:

– What is needed and how to produce weekly, daily & interval Forecasts
– What to consider when producing a Schedule
– The challenges of managing Real Time
– The importance of tracking and factoring in Shrinkage
– The impact of Average Handle Time, correct use of Aux codes and Adherence on the accuracy of the outputs.



Three 2-hour online sessions

Date: Tuesday 20th October 2020 to Thursday 22nd October 2020

Time: 11:00 am – 1:00 pm

To reserve your place on this Training Event Click Here

Developing Resource Planning Skills
Are you a small contact centre operation that is looking to improve your forecasting and scheduling?

Workforce planning is more important now than ever. With changing shift patterns to adapt to changing colleague needs, getting your scheduling right and working for your operation is critical.

If your centre has been planning using intuition and now you want to produce data to support your decisions and check the accuracy of assumptions, then this very practical course will help you improve short, medium and long term planning outputs, track shrinkage and forecast accuracy, produce FTE requirements and identify periods of under/over staffing. Delegates will learn about the challenges of Real Time Management and the importance of tracking the advisor use of activity codes.

This is a highly practical three-part virtual training course only available for a a maximum of 6 delegates. We will use simple Excel models which the delegates can take away to adapt and develop to meet the needs of your centre.

By the end of this course attendees will be able to:

– Forecasting contact volume & AHT
– Forecast accuracy tracking
– Shrinkage tracking & measurements
– Scheduling to meet demand and offline activities
– Predicting service levels
– Occupancy & aux codes
– Forecasting agent requirements
– Producing summary data for operation including “Hotspots”



Three 2-hour online sessions

Date: Tuesday 24th November 2020, Wedneaday 25th November and Thursday 26th November 2020

Time: 11:00 am – 1:00 pm

Location: Online

To reserve your place on this Training Event Click Here




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