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January 2020

Sales through Service

Tuesday 28 January
Free

For Agents Building sales through service is beneficial to the customer, the business and the advisor. Taking a ‘back to basics’ approach, this session creates a foundation of the skills needed and teaches advisors how to be the best version of themselves, to take pride in the job and the skills they need to achieve that. Consistency is the key An understanding of the sales process Selling skills Positive habits and Goal setting A structured approach. To attend this session…

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Using Your Voice for Your Success

Wednesday 29 January
Free

Using your voice effectively for the best results For Agents Even with todays multi-channel contact centre, a large portion of time is still spent on the telephone. It therefore follows that correctly utilising the voice is vitally important. The aim of the session is to teach the benefit of clear and concise speech, positive language and looking after the voice and how that impacts on the customer. Learn about pitch, pace, tone and how that can affect the customers response.…

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The Customer Journey. Why it Matters

Thursday 30 January
Free

...and your impact in delivering it For Agents Surveys have shown that the service you provide and how you provide it is now much more prominent in the mind of the customer, often taking priority over cost. It therefore stands that, creating a great customer journey has become paramount. They expect a journey that is fluid and without incident and making sure that this is what you deliver is what this session establishes and encourages. Learn to listen to what…

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February 2020

Being a Self-Aware Team Leader

Tuesday 11 February
Subfero, The Hub, 500 Park Avenue, Aztec West
Bristol, BS32 4RZ United Kingdom
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Free

Being aware of your own actions whilst at work can sometimes be challenging. How can you be self-aware? This workshop considers how your own actions can alter the effectiveness of you as a leader. During the practical workshop, you would review methods to learn more about yourself, your learning styles and those around you. Have you ever thought about what people see in you and what you do not see about yourself? The key outputs for this workshop include: Who…

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Contact Centre Leaders Convention 2020

Thursday 13 February @ 9:00 am - 4:30 pm
St Pierre Marriott Hotel, St. Pierre Park, Chepstow, NP16 6YA, St Pierre Park
Chepstow, NP16 6YA
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Free

A unique opportunity for contact centre leaders in the South West to collaborate and get set for 2020. Inspirational speakers will deliver insight and best practice. Click here for more information.

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Planning, Analysis & Insight User Group

Thursday 27 February
Free
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March 2020

Developing a Coaching Culture

Wednesday 4 March
Subfero, The Hub, 500 Park Avenue, Aztec West
Bristol, BS32 4RZ United Kingdom
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Free

An engaging interactive 1 day workshop aimed at Team Leaders, new to role or established in role to enhance a current coaching culture or develop a new strategy. With a good mixture of theory and practical learning, this session will deliver and share best practice as well as engage with coaching methodology to include the following key outputs: Structured feedback sessions using appropriate methodology for a Contact Centre environment. Are you an Instructor or are you a Coach? ROI on…

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Sales through Service

Tuesday 24 March
Free

For Agents Building sales through service is beneficial to the customer, the business and the advisor. Taking a ‘back to basics’ approach, this session creates a foundation of the skills needed and teaches advisors how to be the best version of themselves, to take pride in the job and the skills they need to achieve that. Consistency is the key An understanding of the sales process Selling skills Positive habits and Goal setting A structured approach. To attend this session…

Find out more »

Using Your Voice for Your Success

Wednesday 25 March
Free

Using your voice effectively for the best results For Agents Even with todays multi-channel contact centre, a large portion of time is still spent on the telephone. It therefore follows that correctly utilising the voice is vitally important. The aim of the session is to teach the benefit of clear and concise speech, positive language and looking after the voice and how that impacts on the customer. Learn about pitch, pace, tone and how that can affect the customers response.…

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Your Personal Brand

Tuesday 31 March
Subfero, The Hub, 500 Park Avenue, Aztec West
Bristol, BS32 4RZ United Kingdom
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Free

How can Team Leaders stand out from the crowd? It is important to enjoy what we do – how can your personal brand help to deliver excellence within our teams which in turn leads to higher performance? This workshop will develop your awareness and confidence about yourself as a leader, you as a person as well as considering what you offer to your teams. Team Leaders will be challenged to consider what their legacy is and how this is delivered…

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