Every contact centre environment is unique. As the first point of contact for many customers it needs to be well organised, reactive to customer demand and deliver a great experience.
The skills required to successfully run a contact centre team go beyond that required of other office environments: co-ordinating resources, handling escalations, managing absence, gathering customer insight, identifying broken processes as well as motivating and developing team members and hitting KPIs.
We understand that whether you are a Team Manager or coach in a contact centre it’s easy to get distracted or stuck behind your desk with the day to day issues and lose focus on driving continuous improvement for customers.
Our role is to help you to develop your understanding and expertise – making sure that you thrive at a time when customer and colleague expectations are growing. That’s why, here at the Academy, we have developed a number of learning interventions specifically designed to support Team Managers in the contact centre.
If you can’t find the course to meet your need right now, get in touch.