What our graduates say
“Sean & Arnie are great facilitators whose deep knowledge and experience in contact centres really comes through.
The training had a great balance between the theory and practice and I feel ready to apply what I’ve learnt” - ”
“Being paired up with a buddy and having some actions over the next 30 and 90 days will really help.”
“Really enjoyed the course and already have ideas on how to implement some of those things.”
ONLINE TRAINING COURSE: INTRODUCTION TO LEADING AGILE CUSTOMER SERVICE TEAMS
ONLINE TRAINING COURSE: INTRODUCTION TO LEADING AGILE CUSTOMER SERVICE TEAMS
A real-time interactive course
As the pace of change in the World increases and complexity in the organisation rises.
The need for effective and adaptive leaders has never been greater.
In the Introduction to Leading Agile Customer Service Teams training, you will learn the skills, tools and mindset necessary to build and lead high-performing , resilient agile customer service teams.
We do this by teaching you the fundamentals of what every leader will need in the new age of contact centres including leading with purpose, managing and building self-organising teams and coaching for success and performance.
This course is ideal for:
Customer experience team leaders who want to hone their skills or refine them
Aspiring customer experience team leaders that want to be prepared for that next opportunity
Team leaders from different backgrounds that want to move to a customer experience team leader role
With this highly practical and hands-on program, you will:
Understand and be able to utilise the tools and mindset for leading a productive and engaged remote team
Be able to facilitate the crafting of inspirational purpose and vision statements so your team can align their actions and behaviours to the needs of your customers.
Employ a meaningful structure to coaching individuals for success
Have the structure and knowledge to conduct successful performance management conversations
Be equipped to drive high engagement in your team and understand your role in this
Set up an effective operating rhythm for your team by understanding the needs of your customer and knowing how and when to bring the team together.
Understand the different visualisation techniques for different scenarios and how to set them up effectively so your teams can deliver outstanding customer experiences.
This Course includes:
3 X 2.5 hour course facilitated across 3 days
Small group learning with 2 highly experienced facilitators with over 20 combined years of experience leading contact centres.
Access to a community of support for ongoing collaboration and learning.
Digital workbook for use during the session.
Digital Certification.
Personalised advice from The Agile Contact Centre Coach
Option to extend your learning and combine with the Advanced Agile Leadership for Customer Service Teams
Book both courses together to save