Course Calendar

October 2021
Su Mo Tu We Th Fr Sa

Coaching for Performance in the Contact Centre (2 days)

Contact centres have transformed into customer experience centres and this is a vital component of modern customer management. Frontline agents and team leaders are now responsible for prolonged satisfaction of every customer they encounter. Along with the continued digital evolution and increasing necessity for contact centre agents to apply deeper relationship-building, multi-tasking, and problem-solving skills, skills gaps are increasing. The best mechanism for achieving real-time agent improvement is via 1-on-1 and team coaching. This online live course will provide managers with all the tools they require to conduct effective improvement coaching discussions and provide the feedback and ongoing support to their staff to operate at their personal best within the contact centre environment.

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Excel 2016 Advanced (0.5 day)

This online live Advanced Microsoft Excel 2016/365 training course is designed for students who are familiar with intermediate concepts. Topics Covered: Using Pivot Tables; Inserting Pivot Charts; Auditing Worksheets; Data Tools of Goal Seek, Data Validation, and Consolidating Data; Working with Others to protecting worksheets and workbooks, tracing changes and marking a workbook as final; Recording and Using Macros and Sparklines.

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