Foundations of Contact Centre Management- Fall 2019


After these two intensive days of learning you will have the confidence to  apply strategy and tactics that will make you- and your Contact Centre team-  more efficient and effective. Workshop Content CONTACT CENTRE CONCEPTS AND THE PRACTICE OF MANAGEMENT The purpose and mission of business Contact Centre evolution and its strategic positioning Role of the (more…)

QA for Multi-channel Customer Service – Fall 2019


If you’re wondering how to deliver consistent, high-quality Customer Experience across all Channels in a  multi-channel Centre then  this workshop is for you. It’s likely that you’ve added new contact channels to your Centre – email, chat, SMS/text or social media.  It was a challenge to implement new technologies, hire and train the right people (more…)

WFM- WorkForce Management Fundamentals – Fall 2019


Don’t miss this one-day crash course in WorkForce Management (WFM) that’s suitable for beginners and anyone who learned WFM by trial- and-error. You will learn about all aspects of WFM-  planning, forecasting, scheduling, intra-day and reporting- and how WFM affects Operations, and vice-versa. This is the only instructor-led WFM workshop available in Canada. Agenda Contact (more…)