Skills Development Workshops
Up-skill your contact centre team for their current or next role through workshops and follow-up mentoring with our experienced contact centre professionals

Contact Centre Fundamentals
- This half-day workshop provides an industry-standard framework of contact centre terminology and practices to enable Team Leaders to know how to "have the right people in the right place at the right time doing the right thing in the right way"

[Supports skills and knowledge for NZQA Unit Standards in Contact Centre Management - Level 3:16775 Use and explain contact centre equipment and systems; Level 4:16785 Plan and allocate work to individuals in a contact centre.]

Workforce Management Fundamentals
- This full day workshop provides an ICMI principles-based introduction to workforce management practices including key inputs, pitfalls to avoid and practical tips on forecasting, schedules and roster development.

[Supports skills and knowledge for NZQA Unit Standards in Contact Centre Management - Level 4:17382 Demonstrate the knowledge and the use of contact centre technology in the management of a team.]

Contact Centre Team Leadership in Action
- This full day workshop provides a framework to enable Team Leaders to identify and close skill gaps with their front-line team members. In the morning session we cover contact centre fundamentals and map out a ''Day in the life of'' a Team Leader. In the afternoon session we introduce our performance development framework and participants use our proven templates to build a performance development plan for one of their team. Each participant also receives 2 hours of individual phone or email mentoring following the workshop to enable the learnings to be translated to on-the job actions.

[Supports skills and knowledge for NZQA Unit Standards in Contact Centre Management - Level 4:16785 Plan and allocate work to individuals in a contact centre; Level 4:17382 Demonstrate the knowledge and the use of contact centre technology in the management of a team.]

Contact Centre Management in Action
- This full-day workshop provides a structured framework to enable Contact Centre Managers to lead and manage their operations for success. Topics covered are Customer Experience Design, Workforce Management, Processes and systems, Roles and Readiness, Quality and Performance Reporting. Each participant also receives 2 hours of individual phone or email mentoring following the workshop to enable the learnings to be translated to on-the job actions.

[Supports skills and knowledge for NZQA Unit Standards in Contact Centre Management -Level 4:17382 Demonstrate the knowledge and the use of contact centre technology in the management of a team; Level 5: 19442 Manage the operation of a contact centre.]

Contact Centre Roles & KPI's
- This full day workshop provides a structured approach to building a complementary set of contact centre accountabilities and performance measures for the roles in your contact centre. There is a major focus on how to avoid overlaps of accountability and clearly establish performance measures which your team can adopt with confidence and sensible ''stretch''. Each participant also receives 2 hours of individual phone or email mentoring following the workshop to enable the learnings to be translated to on-the job actions.

[Supports skills and knowledge for NZQA Unit Standards in Contact Centre Management - Level 4:16785 Plan and allocate work to individuals in a contact centre; Level 5: 19442 Manage the operation of a contact centre.]

Contact Centre Planning in Action
- This full-day workshop provides templates, pitfalls and tips for preparing a contact centre budget and how to write a compelling business case to persuade your senior management team to invest in the tools you know you need to make a difference. It will provide an update on contact centre technology and telephony trends, opportunities and constraints. The final session will workshop current challenges tabled by participants when registering. Each participant also receives 2 hours of individual phone or email mentoring following the workshop to enable the learnings to be translated to on-the-job actions.

[Supports skills and knowledge for NZQA Unit Standards in Contact Centre Management -Level 5: 19443 Knowledge of emerging and recent technology developments relevant to contact centres; Level 6: 19441 Prepare a business plan and budget for a contact centre.]

These workshops are planned to be run progressively in Auckland and Wellington from October 2009 with Christchurch an option in 2010 subject to demand. Please contact us by email for further information or to check dates at ccpt@absol.co.nz