Training Clinic

Training in turbulent times

by Caroline Esterson, Leaps and Bounds The contact centre industry relies on the success of its staff. More and more we seek ways of enhancing customer loyalty, creating brand ambassadors and encouraging discretionary effort from staff. But when the going gets tough. training is cut. ... read more

Date - 29/08/2008
Category - Training Clinic

How to get royal approval for your contact centre

"In the end, probably, the training is the answer to a great many things. You can do a lot if you're properly trained." Queen Elizabeth II in 'Elizabeth R', BBC Documentary, 1992 You might not be partial to corgis and horses; you might be short on ermine. For ... read more

Date - 18/07/2008
Category - Training Clinic

Why should a Contact Centre invest in Blended Learning?

Comment by Phil Dodds, Group Sales Director, GBS Corporate Training. Increased competition is forcing businesses in markets, such as finance, telecoms and retail, to improve the level of service they offer, just to retain their customers. The best way to do that is to equip your a ... read more

Date - 09/02/2007
Category - Training Clinic

How can you develop a business model that drives continual improvement, achieves consistency and improves staff motivation in your contact centre?

This straightforward model is being implemented by hundreds of contact centres around the UK and overseas. It has been developed by the industry for the industry - ensuring that the model is relevant and successful for all those working in the contact centre sector. Those who have ac ... read more

Date - 01/09/2006
Category - Training Clinic