All staff benefit from training.  It serves as a way to expedite skill development as well as improve morale because the staff member feels valued.  It doesnt always happen due to a lack of suitable courses, both in terms of relevancy and how they challenge the staff member.

The Planning Forum has devised a unique suite of Contact Centre related courses, all relevant to contact centre managers - irrespective of their department.  Everyone from Team Leaders, to Planners, finance administrators to HR managers will find something in these courses which will leave them motivated and wanting to make a difference on their return to the office.

These courses are single day intensive events which are comprised of a mix of classroom and workshop style sessions.  Attendees receive all course materials as well as access to bonus templates and models on our website following the event.

The first five modules will be:

The Power of One - understand the difference each and every person makes within the centre

First Contact Resolution - why it is important and how to measure and improve it within your business

Driving Efficiency in your centre - what to look for, where to find it and key steps to address inefficiencies

Creating Agent and Team Leader dashboard - know what to consider and how to present data to your front line staff

Homeworking will work for you -  a practical workshop showing you how you can implement homeworking agents in your business.