Webinar: Coaching Skills for Team Managers
Effective coaching has been shown to improve performance by 84% and make staff twice as likely to stay with their…
CCMA Training
Introduction to Resource Planning
To deliver the best customer experience and service levels and make optimum use of your company’s finite resources it’s…
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…
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: 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…
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…
CCMA Announce Forthcoming Training Events
The CCMA have announced their forthoming schedule of contact centre training events. Managing a Webchat Team Effectively Webchat is the…
CCMA Announce Training and Seminar Events for 2016
The CCMA have announced a series of both seminars and training courses for 2016. Seminar held at Hermes Europe member…