2021 Customer Strategy & Planning Speakers

This box set offers a deep dive into the key aspects of the contact centre industry. This includes an overview of the industry's history and evolution, an exploration of potential career pathways, a demystification of key terminologies, and an emphasis on the importance of the right mindset. By offering your new hires this early access to relevant industry knowledge, we are setting them up for success and ensuring they step into their roles with a solid foundation.

We've meticulously developed each module to provide an insightful introduction to the contact centre industry. From the industry's history and evolution to potential career pathways, key terminology, and the importance of the right mindset, we've covered essential knowledge areas that will equip your new hires with a solid foundation even before they step into their roles.

This comprehensive set of modules is designed to be flexible and accessible, allowing learners to engage with the material at their own pace, playing a pivotal role in equipping you with a deeper, practical understanding of the contact centre dynamics.

The aim of this learning programme is to support the operational Team Leaders and Managers understand the key dynamic of operational effectiveness and basic planning principles. Focusing on the “Power of 1 & The Shrinkage Wheel”, the difference each person can make to the achievement of organisational objectives, customer outcomes and colleague experience through effective influencing skills. 

Learn how to apply the whole planning cycle, from capacity to scheduling & real-time, with the chance to explore further your role and where it fits in.

After this course, you will;

 - See how each planning stage impacts others
 - Explore the importance of handoffs and the data journey
 - Understand the importance of shrinkage and forecasting in maintaining an effective plan

Learn new approaches to driving improvement in your role, alongside other professionals looking to gain new skills or knowledge and make a tangible difference over the coming year. You will:

 - Learn how to put customer experience and quality at the heart of your operating model & culture.
 - Understand how a fit-for-purpose monitoring & prioritisation framework can drive improvement and be able to apply this in your work.
 - Learn how to drive powerful improvement, using data and feedback, for service recovery, process improvement and behavioural change.
 - See what best practice looks like, with insight from practical examples, emerging trends and top tips, seeing how to avoid key pitfalls.

Knowledge and Content Management is growing in importance within our industry. It is key to helping both internal colleagues and external customers. These videos offer practical knowledge and examples for specialist knowledge management teams, as well as key tips and guidelines for analysts, planners or managers looking to understand more, or curate knowledge in their own area of specialism.  

The analysis and insight we produce is of little use if it does not drive action. This box set looks at how we can present our data to gain the buy-in and support of our stakeholders so we can drive change and improvement. This series includes 5 online learning modules to apply the learning in your own role to become an accredited professional.

You can watch each module on its own without applying for accreditation. You will then be charged for each individual module.

This Box Set will take you on a journey to help you change your mindset and learn key professional skills to support your role now and in the future.  

The knowledge and ideas we have is of little value if we cannot drive change and improvement. This box set offers you a number of different methods that can improve your engagement with your stakeholders and increase their buy-in. This series includes 5 online learning modules to apply the learning in your own role to become an accredited professional.

These modules explore the role of insight analysts, and the scientific method, in shaping decisions, generating measurable improvement, and engaging key stakeholders. The modules include practical exercises to help you identify gaps and opportunity in your current approaches.

In this box set we show you the excel formula you need to create effective dashboards. These seven short modules start with the key basic techniques and from these, show how you can soon create complex formula.

 - Basic Mathematical Formulae
 - Structuring Formulae
 - Averages & Ranges
 - Decision Formulae
 - Reference Formulae
 - Dashboard Formulae
 - Pivot Tables

On completion of the box set you can become accredited at a foundation level in our Professional Accreditation Programme by sharing an example of how you have applied these techniques in your own work.