May 2024 How to Assess and Coach Contact Centre Agent Performance

The Contact Centre Coaching PRO Course (July 2024) is designed to improve contact centre performance and enhance employee engagement.Effective coaching is essential for ensuring contact centre employees perform at their best. Many Team Leaders transition from phone roles without receiving training in coaching skills. This course aims to equip them with the...

The Contact Centre Coaching PRO Course (July 2024) is designed to improve contact centre performance and enhance employee engagement.Effective coaching is essential for ensuring contact centre employees perform at their best. Many Team Leaders transition from phone roles without receiving training in coaching skills. This course aims to equip them with the...

In today's competitive contact centre landscape, the ability to attract and retain top talent is crucial for success. As a supervisor or quality assurance professional, you play a vital role in driving business growth through your team's efforts.This course is designed to help you develop the skills and knowledge necessary to effectively assess and coach...

The Acxpa Contact Centre Coaching PRO Course is designed to enhance contact centre performance and employee engagement.Course Objectives:To equip leaders with the necessary skills to foster a strong coaching culture that drives results.Course Content:Understanding Effective Coaching: Exploration of different coaching types and key requirements.Customer...

The role of a contact centre team leader is multifaceted, requiring a unique blend of leadership skills, technical expertise, and emotional intelligence. As the frontline representatives of an organisation, contact centre agents have a direct impact on customer satisfaction, loyalty, and efficiency.This course is designed to equip supervisors and quality...

May 2024 Technical Support and Help Desk Customer Service Training Essentials CourseThe May 2024 Technical Support and Help Desk Customer Service Training Essentials course is designed as a short-duration (3-hour) course to provide your technical support/help desk employees with professional customer service skills that will immediately impact your...

In today's fast-paced contact centre environment, effective coaching is crucial for driving performance and enhancing employee engagement.Why Coaching Matters:A well-trained coach can make a significant difference in team performance and overall customer satisfaction.Course Structure:The Acxpa Contact Centre Coaching PRO Course consists of 3 x 3-Hour...

The Acxpa Contact Centre Coaching PRO Course provides a comprehensive framework for developing coaching skills and creating a high-performance contact centre team.Course Highlights:Interactive coaching simulations, practical exercises, and opportunities to learn from experienced coaches.What You Will Learn:Coaching Models and Techniques: Understanding...

In today's fast-paced contact centre environment, the ability to measure and improve performance is crucial for success. As a supervisor or quality assurance professional, you play a vital role in driving business growth through your team's efforts.This course is designed to help you develop the skills and knowledge necessary to effectively assess and coach...

As a Strategic Operations Manager at Acxpa, you will have the opportunity to equip yourself with global best-practice contact centre management skills. This comprehensive course is designed for individuals who want to understand the fundamentals that apply to all inbound contact centres.Key TakeawaysYou will learn how to implement a customer service vision,...

March 2025 Introduction to Contact Centre Management The Introduction to Contact Centre Management March 2025 class will be held online on the 26th and 27th of March 2025 from 13:00 to 16:00 AEDT each day (Melbourne, Australia). Price: $497.00 AUD ex GST March 2025 Introduction to Contact Centre Management Training Course This Introduction to...

Are you a dynamic leader with a passion for driving team success and delivering exceptional customer service? Our client is looking for a Contact Centre Manager to lead, support, and inspire a team to achieve outstanding results.Key Responsibilities: Team Leadership: Manage and mentor Team Leaders and phone-based staff to meet productivity and quality...

The July 2024 Real-Time WFM for Contact Centre Analysts training course will be held online on Tuesday, 16th of July, between 9:00 and 17:00 AEST.Course Fee: $697.00 AUD ex GSTLearn how to make real-time decisions to improve business and customer outcomesWorkforce management is one of the most critical functions in a contact centre, so it is important to...

The Customer Service Reception Essentials course has an average rating of 5.0 out of 5 starsDo you have employees who greet customers in person or over the phone that you'd like to add some customer service polish to?The May 2024 Customer Service Reception Essentials course is designed as a short-duration (3-hour) training course to provide employees working...

At the Australia and New Zealand Banking Group Limited, we're shaping a world where people and communities thrive. Our Operational Performance Delivery team in the Contact Centre is looking for an expert to join our ranks.About the RoleThis role involves applying your expertise in contact centre operations and telephony systems to design, implement, and...

The September 2024 Customer Service Phone Essentials course is a short-duration (3-hour) course designed to provide your employees with professional customer service skills that will immediately impact your business.This course will teach the core fundamentals to assist them in delivering consistently great customer service over the phone.Your employees will...

March 2025 Contact Centre Management FundamentalsThe Contact Centre Management Fundamentals March 2025 course will be delivered online/virtually via Zoom from the 18th to 21st of March 2025 from 12:30 to 16:30 AEDT (Melbourne, Australia) each day.Cost: $1,897.00 AUD ex GSTThe Contact Centre Management Fundamentals course has an average rating of 5.0 out of 5...

As a contact centre team leader, you understand the importance of providing exceptional service to customers. However, you may struggle to find the time and resources necessary to effectively coach your employees.This course is designed to help you overcome these challenges and develop the skills and knowledge necessary to provide top-notch coaching. By...

The September 2024 Inbound Phone Sales Essentials Training course is designed as a short-duration course (3 hours) for employees who handle (or are about to handle) sales-related phone calls.It teaches premium call-handling sales skills that are proven to work for any product, service, or industry, whether in a contact centre environment or just answering...

At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered.With the backing of our parent company Telstra, we're all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.Join us in...