Foundations of Contact Centre Management- Fall 2019


After these two intensive days of learning you will have the knowledge and confidence to  apply strategy and tactics that will make you- and your Contact Centre teams-  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 (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…)

Reinventing QA for Multichannel and Omichannel 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…)