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Training & Coaching

call center skills

Training partnership with CCMA offers enhanced contact center training for all

We are delighted to announce that we’ve extended the reach of our excellent training programmes by partnering with the CMMA and delivering some of our course titles through their comprehensive open schedule of courses.

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Call Center Quality Management

Webinar: Using Quality Management to create a new, improved normal

Helen Beaumont-Manahan and Pete Dunn discuss what’s changed for Contact Centres, Quality Management and Customers, and how we can utilise that for the better.

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Empathy as a coachable Emotional Intelligence competence

Special Interest Group: Exploring Empathy

Our latest SIG included a brief introduction to the topic of Empathy as a coachable Emotional Intelligence competence, and a focus on delivering feedback to remote teams.

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Call Center Quality and Business Transformation

Call Center Quality and Business Transformation

How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.

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Tips for self-care

These quick tips help combat stress, increase positivity and improve our wellbeing with self-care, and can be done anywhere, any time.

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Customer Experience Strategies

Handling the customer service experience in the festive season

Before we put our feet up for the festive holidays, here’s our expert advice on how to handle customer service during the busy Christmas period

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Coaching the contact center – The art of conversation: Part Three

In the final instalment of our series on the art of conversation, Helen Beaumont Manahan discusses why coaching the contact centre is not a competition.

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Creating connection in Contact Center Conversation – The art of conversation: Part Two

Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.

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The seven deadly sins of measurement in contact centres

Pete Dunn discusses how and why measurement in contact centres doesn’t always add up as part of our ‘Seven Deadly Sins’ series.

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The seven deadly sins of call scripting in contact centers

Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series.

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