Creating “Remarkable” Service
For customer facing, customer support, or managers looking to brush up on their internal or external customer service skills. Good customer service has become “table stakes” in this new order of global competition. To retain and attract customers, every touchpoint has to be a “remarkable” event which leads customers to tell others about the great experience of dealing with your organization! This motivating and empowering one day session will challenge students to understand themselves, their customers and the dynamics necessary to create “remarkable” service!
Leadership & Communications
For recently promoted or existing supervisors or managers who are looking to expand their understanding of leadership requirements in front line customer care operations. This course provides a comprehensive understanding of leadership skills from goal setting and coaching to communications and decision making.
Process Documentation, Design and Improvement
This hands on session focuses on the importance of documentation standards, developing a virtual “playbook” and tools that you can use immediately to document and improve the efficiency and consistent delivery of quality service. The session includes an overview of Microsoft Visio, an exercise in “call process mapping”, and other leading practice analytical approaches to process design and improvement. Efficiency expert Turaj Seyrafiaan will share a lifetime of process analysis experience techniques and tools.
Managing and Working with Personalities
Students will learn the value of understanding personality differences and the impact it has on behaviour, communication and leadership styles. Learn how this knowledge can have a tremendous impact in communication skills and leadership effectiveness. A direct result will be better recruitment, more effective coaching, which will lead to higher morale and reduced turnover. Well known industry leader and GTACC President , Sangeeta Bhatnagar will facilitate a number of exercises that will improve the students’ ability to respond to individuals and different behaviour types and drive team building.
CRM & Strategic Planning
More than ever, the customer is truly our most important asset. CRM and Strategic Planning focuses on the critical importance of managing customer relationships and how to develop and communicate a customer centric strategy that will influence your organization to think customer! During this session students actually develop a customer centric strategy that reflects your organizations goals and values.
Optimizing Contact Centre Performance
This interactive workshop shares with you the Fundamentals of Performance Management including management Strategies used in optimizing today’s’ contact centres. Using the data from your ACD as well as industry ‘best practices’ it outlines what should be measured and how to use this information to optimise quality and efficiency in your business. Performance Optimisation guru and Guest Lecturer Paul Wignal will provide the key to unlocking the complexities of performance metrics
IT for Non IT Managers
You know your business well and yet you depend on technology experts to develop and implement your ISIT business solutions. You don’t need to program the software, or configure the network, but having a high level understanding of many communications and information technologies can help you to work with the “Techs” to select or optimise relevant systems.
Recruiting, Hiring and Retaining Good People
We have entered into times where finding the right people with the right skills has become more challenging than ever! Learn about leading practice recruiting, hiring, motivation and other retention strategies from industry expert and Guest Lecturer, Jennifer McLeod.
Managing Change and Project Management
Departments and Managers typically struggle with today’s exponential growth in the rate of change and resulting requirements for continuous learning. Identifying organisational impacts and human factors are commonly overlooked, while communicating project details can get lost in other organisation priorities. Students learn how to identify opportunities, build a convincing business case, plan the details, communicate and successfully execute change.