Strategy Analyst Modules

Understanding the benefits of working at a strategic level. These webinars are designed to help everyone in analytical roles become a more active contributor to their organisation’s strategy, to gain a place at the top table.

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