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April 2020

The Customer Journey. Why it Matters

Thursday 30 April @ 8:00 am - 5:00 pm
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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May 2020

Influencing & Communicating

Wednesday 6 May
Subfero, The Hub, 500 Park Avenue, Aztec West
Bristol, BS32 4RZ United Kingdom
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Free

This workshop will develop the vital skills needed to influence your team members, fellow managers and the senior management teams through use of solid and appropriate communication. It can be challenging to consistently be influencing all of the personalities of differing team members. What will you as a leader consider you could start, stop and continue doing to make you a more focussed leader? You will be asked to make a pledge about your next steps to influencing for good…

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Planning, Analysis & Insight User Group

Thursday 21 May
Free
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Team Leader User Group Thursday 21st May

Thursday 21 May @ 1:00 pm - 3:00 pm

Team Leader User Group Thursday 21st May Time TBC Hosted by NFU Mutual

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June 2020

Team Success – Motivation, Praise & Recognition

Wednesday 3 June
Subfero, The Hub, 500 Park Avenue, Aztec West
Bristol, BS32 4RZ United Kingdom
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Free

How do you motivate yourself? If you know your self-motivators, you will start your journey to understand your teams. Knowing your teams strengths will enhance the ability to be able to motivate through this knowledge, understanding and appreciation of every individual. This workshop will offer an opportunity to learn from best practice, tried and tested ideas, learn from the industry expert, as well as get Team Leaders leaving with a plan of action to motivate team members to deliver excellent…

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Training & Coaching User Group

Tuesday 16 June @ 10:00 am - 12:00 pm
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July 2020

Planning & Time Management

Thursday 2 July
Subfero, The Hub, 500 Park Avenue, Aztec West
Bristol, BS32 4RZ United Kingdom
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Free Sold out

How can a Team Leader gain the best from their day which in turn gets the best from the team? This workshop will demonstrate what offering a ‘purpose’ to any role can bring and how this affects performance and engagement. By the end of the 1 day workshop, the Team Leaders will appreciate that being self-aware can enhance their time management skills. Key outputs include: The 3 P’s. ‘Worthwhile’ theory for the role of a team leader and agent demonstrating…

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September 2020

SWCCF TEAM LEADER User Group Tuesday 8th September

Tuesday 8 September @ 1:00 pm - 3:00 pm

SWCCF TEAM LEADER User Group Tuesday 8th September @ Capita

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The Contact Centre Team Leader of 2023

Wednesday 9 September
Subfero, The Hub, 500 Park Avenue, Aztec West
Bristol, BS32 4RZ United Kingdom
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Free

With the future of AI offering a self-serve facility to our customers within the Contact Centre arena, we are working towards building teams of ‘super agents’. With this in mind – we need leaders who offer strong, passionate, capable and knowledgeable traits. This 1 day session looks at what makes a good leader, what leadership styles are appropriate and when as well as how to inspire your team to deliver great performance. In addition, this interactive workshop will benefit from…

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Planning, Analysis & Insight User Group

Thursday 10 September
Free
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