Operational Team Leader & Manager Learning Programme

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. The programme is designed around on-demand virtual learning modules, which can be interacted with over the duration of the programme. To further embed the learning, support sharing of ideas and promote a transformation of understanding - optional virtual tutorial workshops with The Forum specialist team can be added. Prices start at £75 per person.

On successful completion of this programme delegates will become Professionally Accredited at the Foundation Level.

Published on 05 April 2022

Partner Article: Workforce Wellbeing Recovery Kit at Calabrio

We all want a positive customer experience in our contact centres. Often, this can only be achieved when your staff are motivated, engaged, and experience the work-life balance they require. Companies are seeing the importance of the overall wellbeing of their staff at all levels – and there’s no one-size-fits-all approach. Calabrio’s Workforce Wellbeing Recovery Toolkit provides insights and resources to help identify common challenges and provide ideas for improvements that will positively impact employees, as well as customers. In this ebook, there are three personalised kits for:

Agents: Driving Engagements & Retention
Management & Operations Staff: Leading Teams amid Ever-Growing Complexity
CX Leaders: Powering the Next-Gen Customer Experience

In each kit, you will:

Learn about the key stressors impacting that group’s wellbeing
Receive a checklist to improve wellbeing via processes
Find a Tech Buyer’s Guide for tools to support the wellbeing and success of each stakeholder