OPEN TRAININGS

OPEN TRAININGS

We currently don't continuously offer our open trainings in English. Below, you can read a short introduction of the courses in our curriculum. Feel free to contact us if you are interested in an English session of one of the trainings or with any other questions.

Customer contact with front & back office

Creating value through customer contact

Duration: 1 day

Open training starting late 2017.

Trainer: Dimitri Jambé

Appointment setting

Duration: 1 day

Call agents, account managers and salespeople often face the issue of filling a calendar as effectively and efficiently as possible. If you've ever come across this problem, this training is made for you!

Trainer: Ben Spruyt


Leading a contact center

Leading and coaching

Stepping up to contact center leadership

Duration: 4 days

Good contact center team leaders fulfill a key role in the continuous improvement of remote customer contact. They are central players in enabling growth and unlocking potential of employees as well as the organization itself. This training offers them the right framework to create as much value as possible.

Trainer: Cris Luyckx

Coach your way to conversion

Duration: 1 day

As a coach or teamleader, you offer your team the right training and coaching sessions to reach their goals. However, it is just as important for you as a coach to keep learning and to find fresh and inspiring ideas in order to give your team the best support possible. In this training, we find the most inspirational techniques and examples in order to help you help your team to reach individual and collective goals.

Trainer: Dimitri Jambé

Coach your way to NPS

Duration: 1 day

As a coach or teamleader, you offer your team the right training and coaching sessions to reach their goals. However, it is just as important for you as a coach to keep learning and to find fresh and inspiring ideas in order to give your team the best support possible. In this training, we find the most inspirational techniques and examples in order to help you help your team to reach individual and collective goals.

Trainer: Dimitri Jambé

Support

Financial management and cost control

Duration: 2 days

‘Contact Center Financials’ helps participants gain insight into the two main aspects that define the financial aspect of a contact center: cost management and profitability. A well-combined mix of theoretical background and practical excercises is meant to inspire and enable you to get started on a smart and substantiated contact center budget.

Trainer: Inge Vissers

WFM

Duration: 2 days

This training enables participants to forecast and plan their workforce efficiently. Add some tips and tricks for an excellent intraday management process and you're on your way to generate as much profit as possible for the (contact center) organization.

Trainer: Inge Vissers

Medior & senior leadership

Expert Class Contact Center Leadership

Duration: from May 8th until late November 2017 (no classes during summer holidays)

A unique training for contact center managers and leaders. The course is based on the Contact Center Operating Model ©, a framework containing all essential elements a contact center manager should control in order to fulfill the contact center strategy.

Docents: 80 percent of the docents are actual contact center professionals with years of successful experience and a proven 'ability to teach', with a participant satisfaction of 8.7 out of 10.

Strategic Workshops for senior and executive management

Duration: 2 days

A two-day offsite inspirational session. Ten experts share their experiences regarding contact center development: we handle subjects like channel re-engineering, smart customer interaction, customer journey mapping, datamanagement, performance management, strategic sourcing, IT and leadership.

Trainers: David Gybels and Inge Vissers