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Learning and Development

We specialise in professional development for those involved in resource planning, analysis, customer insight or quality in customer contact centres. We offer a range of learning and development programmes to suit the needs of our wider community. Find out more about or suite of Flexible Learning Programmes.

You can choose to enter one of our university accredited programmes, available at a number of entry points and study this as a single programme or work towards the our full BSc degree programme in Customer Contact Planning and Management in association with the University of Ulster. Alternatively, you can select one of our specialist workshops below to address your skill gap.
 
Find out more about the University qualifications, review the learning and development programmes and specialist training below or read more about our bespoke and onsite support.

About our Learning and Development opportunities

We offer introductory level one day courses, through to advanced level programmes. All of our training is taught by university accredited trainers who are highly experienced contact centre specialists in their own right.  Our courses cover a wide range of specialist topics and are interactive and practical, using material derived from real-life experience. We offer support from expert tutors and the chance to gain from sharing experience with others. Our development programmes combine classroom teaching, tutorials and project work. Most courses can be taught in-house, as well as by booking onto the public programmes.

  Duration Level Who should attend What you will learn BSc
Introduction to Planning: Resourcing and Planning Insights 1 Day Introduction Operational leaders / agents / brand new planners/ new to contact centres
 
How a call centre (queue mechanics) works No
Advanced Certificate in Managing the Customer Contact 5-6 months  Foundation   Operational leaders / brand new planners / new to contact centres
 
(Accredited qualification) Fundamental laws around operational dynamics / planning within customer contact
 
Yes
Advanced Certificate in Managing the Customer Contact for Analysis of Data and Speech 
 
5-6 months  Foundation Operational leaders/ agents/ brand new planners / new to contact centres /Analysts / Quality or Customer Experience analysts
 
(Accredited qualification) Fundamental laws of Data and  Speech Analysis Yes
Advanced Certificate in Managing the Customer Contact for Operations 5-6 months  Foundation Operational leaders/ agents (Accredited qualification) Fundamental laws around operational dynamics within customer contact
 
Yes
Advanced Diploma in Managing the Customer Contact 5-6 months  Specialist Operational leaders / planners (Accredited qualification) Advanced learining around operational dynamics / planning within customer contact 
 
Yes
Advanced Diploma in Managing the Customer Contact for Operations
 
5-6 months  Specialist Operational leaders / agents (Accredited qualification) Advanced learining around operational dynamics within customer contact 
 
Yes
Advanced Planning Techniques (Forecasting & Scheduling)  2 Days Specialist Planners a few years in role/ those in defined scheduling or forecasting roles/ development plans 

 
Flexibility options, budget setting and forecasting relationship and data management best practice 
 
Yes
Analysis & Forecasting Workshop
 
2 Days Specialist

Forecasters / Analysts / Any planner who is looking to improve their forecast accuracy
 

Data Management, Analysis Techniques No
Back Office Planning Workshop 2 Days  Specialist Back office planners / operational team leaders/ managers Planning fundamentals for long to short term within an operations environment
 
No
MI & Performance Analysis Course 2 Days Specialist Any data analysts (forecasting, MI, HR etc..) Data, customer engagement and reporting best practice
 
No
Operational Effectiveness (Intra-day) Workshop 2 Days Specialist Departmental and business leaders who have a responsibility for ultimate delivery and application
 
Best Practice No
BSc (Hons) in Managing the Customer Contact 1 year Advanced

Experienced / advanced planners, MI analysts, planning managers and operations managers looking to drive enhanced learning

(Accredited qualification)
Strategy, Leadership, Finance, Quality
Yes


Just contact 0333 123 5960 or email advice@theforum.social for further information and to discuss what is best for you.

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Take a look at these articles, videos and links
Advanced Certificate in Customer Contact Planning & Management for Operations
Advanced Certificate in Customer Contact Planning and Management for Analysis of Data and Speech
Advanced Certificate in Managing the Customer Contact
Advanced Diploma in Customer Contact Planning & Management for Operations
Advanced Diploma in Managing the Customer Contact
Analysis Workshop
Back Office Planning Workshop
Costs of Training
Customer Contact Operations: Resourcing and Planning Insights workshop
Introduction to Planning: Resourcing and Planning Insights
Make the Case for Training
MI & Performance Analysis Course
Operational Effectiveness (Intra-day) Workshop
Return on Investment
Undergraduate Qualifications
Why invest in training?


 

Select the event below to see more detail

2017 Winter Graduation

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