Not for Bots


Learn advanced communication techniques that help you to create rapport and communicate with your customers better, verbally and in writing. Part psychology, part neuroscience,  in this session you will learn strategies that will help you connect better with people in your work and personal life.   (more…)

WFM- WorkForce Management Fundamentals


Agenda Contact Centre Basics Evolution of Call and Contact Centres Contact Centre architecture and technologies Contact Centre operations: Performance indicators (Service Level, ASA, occupancy, abandoned calls, blocked calls) Queuing theories – Erlang B, Erlang C WFM and the role of the WFM team Planning Work load Call Volume history Call drivers – important analyses Determining a (more…)

Lead Simply


“A leader is one who knows the way,  goes the way,  and shows the way.”                          – John Maxwell Being a leader these days has little to do with your title or position and a lot to do with how well you make good things (more…)

Foundations of Contact Centre Management


After these two intensive days you will be able to apply strategy and tactics that will make you- and your Contact Centre-  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 Contact Centre in providing (more…)