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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.

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
Voice of the Customer Workshop 1 Day Introduction Quality & Customer Experience professionals The value of customer feedback No
Advanced Certificate in Customer Contact Planning & Management
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 Customer Contact Planning and Management 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 Customer Contact Planning and Management for Operations 5-6 months 
Foundation
Operational leaders/ agents
(Accredited qualification) Fundamental laws around operational dynamics within customer contact

Yes
Advanced Diploma in Customer Contact Planning and Management 5-6 months 
Specialist
Operational leaders / planners (Accredited qualification) Advanced learining around operational dynamics / planning within customer contact 

Yes
Advanced Diploma in Customer Contact Planning and Management 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
Advanced Planning Techniques (Real-time)
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 with a focus on Real-time

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
Planning for Outbound Training Course
2 Days Specialist Outbound planners / dialler managers/ operational team leaders/ managers Planning fundamentals for long to short term with a focus on different type of desired outcome and best practice

No
Quality Master Class
2 Days
Specialist
Departmental and business leaders who have a responsibility for ultimate delivery and application

Best Practice No
Real Time Workshop
2 Days
Specialist
Departmental and business leaders who have a responsibility for ultimate delivery and application

Best Practice No
BSc (Hons) Customer Contact Planning and Management
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


To  book contact 0333 123 5960 or email events@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
Advanced Certificate in Customer Contact Planning & Management for Operations
Advanced Certificate in Customer Contact Planning and Management for Analysis of Data and Speech
Advanced Diploma in Customer Contact Planning & Management for Operations
Advanced Diploma in Customer Contact Planning and Management
Analysis Workshop
Back Office Planning Workshop
Costs of Training
Customer Contact Operations: Resourcing and Planning Insights workshop
Forecasting Methods Course
Introducing Speech and Text Analytics
Introduction to Planning: Resourcing and Planning Insights
Make the Case for Training
MI & Performance Analysis Course
Planning for Outbound Training Course
Planning For Social Customer Service Excellence Master Class
Quality Master Class
Real Time Workshop
Return on Investment
Standards & Challenge Support
Training & Qualifications for the Data, Insights and Analytics community
Training and Qualifications for Back Office Planners
Undergraduate Qualifications
Why invest in training?


 

Select the event below to see more detail

2016 Summer Graduation

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