The Advantage Programme is a Team Leader Development Programme, which combines training and coaching, and has a real emphasis on development.
The Essentials Skills Series are open courses in areas which are essential for contact centres in 2017.
Diane Banister, Managing Director of Intelligent Dialogue said “I’m so excited to be working with Call North West on this. We know just how crucial team leaders are to an effective contact centre; they impact engagement, performance and customer experience. We also know that developing team leaders as a group, can be difficult because of the operational effects of taking them out of the business. That’s why we’ve created the Advantage Programme; focusing on developing Team Leaders through training, development opportunities and coaching.
I’m also delighted to be facilitating the Team Leader Group for Call North West, which is a great way for Team Leaders to network, share ideas and insights, and see other contact centre operations.”
Social media and technology means that we live in an ever changing world, where companies have to consider how their customers want to access customer service, and therefore how they engage and converse with their customers. Whereas calls used to be escalated to team leaders, now consumers feel that if they are unable to self-serve then they are escalating the issue when they call into the Brand. This has a huge impact on the people speaking with customers. Calls may be more complex and customers more demanding.
Details of the dates and venues for the training will be posted soon. For further details please, contact us here.