The Agent user group for Tuesday 6th June will be an agent led group discussion covering the following topics: Addressing challenging calls How you recover after a difficult call How I motivate myself to be the best I can be Join Us >>> https://us02web.zoom.us/j/87450709307?pwd=YkxoYkJkbi81OUJaVzVPVlFpbndsdz09
‘Managing Hybrid Teams – The Challenges’ Join this month’s TL User group where we will be discussing the challenges and opportunities of managing hybrid teams. Join group chair Jane Thomas Join Zoom Meeting https://us02web.zoom.us/j/86081282862?pwd=Ti9SV0NzMjh2aEpPUllOa1NBZDB5QT09 Meeting ID: 860 8128 2862 Passcode: 591607
We will be continuing the topic of Induction at the June User Group where we will be discussing 'Integration of New Starters into the operation following formal Induction Training'.
Senior Manager’s User Group (we’re SMUG!) – 3rd Party Review Sites Review Sites – those wonderful places that expose your laundry in public whether you like it or not! Love them or loathe them your control over them is very limited, but its risky to leave them fester without your engagement. As my Mother used to say, “if you’re going to show your knickers, make sure you know what they look like” This session will uncover the secrets behind the algorithms, particularly around Trustpilot as its one of the dominant platforms but the insights are equally relevant to Google, Reevoo, Feefo, Facebook reviews, Yelp, Amazon, Tripadvisor (travel, tourism, entertainment), The Review Place (new homes) etc etc etc. You could ... Read More
I am delighted to be joined by Matt Cleveland from the South West Contact Centre Awards 2023 Winners "Outsourced Contact Centre of the Year – Foundever" as my guest presenter on Tuesday 4th July The session will be: Agent Engagement – What do you want? We will be covering: On Site/Hybrid/Working From Home: The differences The benefits The Challenges Zoe Bell from Liverpool John Moores will also be joining the last 15 minutes of my session to conduct some research with the Agents on breaks and health & wellbeing.
The session is suitable for everyone, from planning and operations staff, to team leaders and advisors. Please encourage your teams to join us. The role of breaks in health and wellbeing We will discuss: · The break schedule in your centre and challenges around these (from planning, to adherence, to what to do on your breaks) · How to overcome challenges and better use breaks to improve health and wellbeing
Research has shown that if you are able to engage a new starter in a contact centre for 8 weeks, then you are more likely to retain the agent. The first relationships that a new agent forms is with the L&D Professional and the Team Leader. These sessions will allow the 2 roles to align to ensure they are working towards the same goals and objectives, and ultimately work towards the company vision and values. SWCCF and CNW have created a 2-month series in which the Team Leader and Training & Coaching User Group will join forces to tackle this important topic. In this first session of the series: how can Team Leaders and L&D come together to ensure longevity ... Read More
We are excited to welcome Nick Elston with his signature session "Find Your Voice" Dont miss out and book your space today Watch the trailer to find out more! https://www.youtube.com/watch?v=PRB1rdr77I4 Join us on Zoom >>> https://us02web.zoom.us/j/87450709307?pwd=YkxoYkJkbi81OUJaVzVPVlFpbndsdz09
