Learning Academy On-Demand Modules

Over 100 modules of learning form the backbone of our academy, allowing you to focus on what is most relevant and important. Join the courses as online modules for just £65pp (free to anyone on an Assisted Learning Pathway) and pace yourself, with learning modules every month or quarter, to build a development plan for the year that is bespoke to your needs. If you missed the live module you can watch the recording below. If you have interest in a specific category click on the link below any module to see more in that topic.

See the full A-Z List

Consumer Duty: delivering the right outcomes

For many organisations Consumer Duty legislation is transforming the way we think about quality and customer service. Rather than thinking transactionally and breaking customer service into a series of tick boxes it focusses on customer outcomes.

Categories: Library

The modern contact centre has arrived

Make sure your agents don’t get left behind

Categories: Library, Planning & Resourcing, Strategy & Leadership

How Knowledge Management supports front-line colleagues

Francis Bacon said “knowledge is power” – and when it comes to your contact centre and the frontline of customer demands, knowledgeable agents are empowered agents, able to do their best work.

Categories: Library, Operational Improvement

Addressing early attrition: a fresh approach to recruitment and onboarding

Within the contact centre sector, the challenge of high attrition rates is widely acknowledged.

Categories: Library

Playbooks: Structured decision making

Design your playbooks from operating model design, customer journey, colleague succession to on-the-day operational effectiveness. Whatever your role, take confidence in understanding the impact and interconnectivity of every decision.

Categories: Library