Training Tuesdays – Building and Leading the Best Team

An online course for Team Leaders

Training Tuesday is our new 5-week development course in partnership with Real Results Training.

This paid-for course deals with all aspects of team management and has set outside ‘homework’ tasks giving you the opportunity to implement them in your contact centre.

The online interactive course uses a live video feed and has a chat room that runs in parallel where you get the opportunity to ask questions of your fellow attendees and the speaker.

Starting on Tuesday 19th January 2016 this 5 x 1-hour course (1-2pm UK time) has a maximum of 50 attendees to allow for better feedback.

Dates

• 19th January 1.00 pm – 2.00 pm
• 26th January 1.00 pm – 2.00 pm
• 2nd February 1.00 pm – 2.00 pm
• 9th February 1.00 pm – 2.00 pm
• Week break for work assignment
• 23rd February 1.00 pm – 2.00 pm

Agenda

Each week deals with a different area of team management;

Week 1 – Dealing with under performers in your team
Week 2 – Attracting and retaining the best team
Week 3 – Leadership secrets for contact centre managers
Week 4 – Call and contact centre management skills
Week 5 – Final week – Review and Implementation Support Session

Training Certificate

At the end of the course the assignment will be assessed and all participants passing the assignment will receive a certificate that can be used as evidence of Continued Professional Development.

Online course

The benefits of being online include;

• No travel – time, cost, offsite
• Cost saving – no room hire, no speaker travel
• Time – only need to give up one hour a week plus the assignments

Who should book

This course is for current team managers/ future team managers

Difficulty level

Intermediate – needs some understanding of people and operations management in contact centres

Resources

• Slides
• Video recording on-demand
• Additional material links
• Printable worksheets and accompanying study guides
• Certificate if attend all sessions and provide evidence of completion of assignment

Costs

£249 + VAT
We are offering an early bird discount; book before Friday 18th December 2015 and get a £50 discount (£199 + VAT).

About the Course Leader

Carolyn Blunt is a performance consultant, professional speaker and author and is MD of Real Results, a training and development company with specialist expertise in the contact centre industry. She designs and co-ordinates the delivery of large and small scale training solutions for all types of organisation; but especially contact centres in agent skills, team leader skills, coaching, sales and customer service strategy. Carolyn has delivered training to thousands of people over the past 15 years, working online and in-person with clients such as Bupa, Boots, Co-operative Insurance, Shop Direct, Vodafone, Blackpool Housing and Northern Gas Networks. She receives positive raving feedback wherever she goes.

http://www.real-results.co.uk
http://www.carolynblunt.com

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Real Results Training Ltd

Real Results Training improves performance by designing and delivering bespoke and interactive training that will surpass your KPI’s, improve customer experience, increase sales and get more value from your wage bill.

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