Contact Centre Training: Social Media Customer Service
With more businesses operating online, social media is a critical tool for delivering great customer service. This course will prepare…
CCMA
Contact Centre Training: Coaching Skills for Team Managers
Effective coaching has been shown to improve performance by 84% and make staff twice as likely to stay with…
Contact Centre Training: Effective Performance Management
Effective and ongoing performance management of your team is critical, particularly now it’s become even more challenging with the advent…
Contact Centre Training: Written Communication
We can all write – but if you want to learn to write to customers, and colleagues, in a way…
Contact Centre Training: Boost your Resilience
Managing people in an environment as fast-paced as a contact centre means multi-tasking and constantly rising to challenges, whether…
Contact Centre Training: Strategic Thinking
It’s one of the most common reasons leaders don’t delegate complex work to their teams: “They don’t think strategically…
Contact Centre Training: Supporting Leaders to Manage Change
Most organisations are on a constant journey of change and transformation. To stay relevant in a changing world and…
Contact Centre Training: Better Complaint Responses
The way you respond to complaints is crucial. Sound too corporate and they can escalate and become impossible to…
How to Boost your Resilience
Managing people in an environment as fast-paced as a contact centre means multi-tasking and constantly rising to challenges, whether you’re…
53% of Contact Centre Agents Report Symptoms of Stress
Employers are stepping up as 53% of contact centre agents report symptoms of stress according to reaearch from the CCMA…
Multilingual Contact Centres Facing Challenges Recruiting Agents
Multilingual contact centres facing challenges recruiting language capabilities – Research released today by the CCMA (Call Centre Management Association) highlights…
What do Contact Centre Customers Really Think?
Understanding what contact centre customers really think – A CCMA research paper sponsored by Odigo How should contact centres respond…
Brits don’t think Utilities Companies Have Their Best Interests at Heart
35.7 million Brits don’t think utilities companies have their best interests at heart Less than one in five (19%) British…
Using AI to Improve CX Whilst Reducing Contact Centre Costs
Despite the immense value that contact centres bring to organisations through their understanding of, and engagement with customers, the financial…
Are you ready to support your colleagues through the Winter?
What is the health of your contact centre operation? Are you fighting fit and ready for the challenges ahead? As…
Managing Social Media Customer Service Teams
Does your team have the right skillset to deliver great customer service via social media? CCMA Contact Centre Training This…
Talking your Language in CX
If you can provide a high quality customer experience in your customers native language through all channels, you would see…
The Impact of the Cost of Living Crisis has on the Contact Centre
CCMA research reveals impact of cost of living crisis on contact centres The cost of living crisis is driving up…
Research Revealed: Barriers to Innovation
Everyone talks about innovation in the contact centre, but what exactly is this? What are the benefits of innovation in…