Sharpening Skills at the Contact Centre Masterclass

November 5, 20193min

A fresh crop of eager professionals has benefited from the expert knowledge of CX and contact centre guru Daniel Ord at the latest High Performance Management for Inbound Contact Centres Masterclass.

Delegates from across the UK arrived in London for the two-day course, which equips participants with the skills to reshape their call centre through effective management processes and performance enhancement.

Masterclass leader Daniel is the founder and Director of OmniTouch, and has delivered public and in-house training courses in over 40 countries. This class helps students understand which metrics matter most for each call centre role, and comprehend the interrelationships between metrics and how to interpret results.

The class, which is delivered over the two days in four comprehensive modules, also debunks common call centre myths and misunderstandings, and provides knowledge on how to calculate budgets and effectively manage a team, while mastering effective wait time practises.

Ready to learn: Dan Ord (front row, second right) and his recent Contact Centre Masterclass students

Places are now available for the next Masterclass with Dan, which takes place in may 2020 at Cisco Systems HQ in London’s Park House at Finsbury Circus. A special Early Bird booking offer is available for those who secure their place before April 17 2020, saving an incredible £100 off the fee.

Further Masterclasses will be held in July, October, and December. Click here for further details on upcoming dates.

Meanwhile, those who attended the recent Masterclass have praised the experience, and are urging fellow professionals to take the plunge.

Sophie Tozer, Customer Service Manager at goto.energy, said: “It has been really useful to refresh myself in areas which are now more relevant to my company.”

Cary Rowland, Team manager at Santander Consumer Finance, said: “This is a very informative and well-run course. Dan is engaging and I would highly recommend the class to anyone running a contact centre.”

Meanwhile, Joanne Fullwood, Customer Operations Director at software firm Advanced, added: “We covered interesting and thought-provoking topics, and what we learned can easily be applied in the workplace. The pace of the course was great, and Dan is an excellent tutor, who provided us lots of opportunities to question and discuss what we were learning.”

Click here to book your place in the next High Performance Management for Inbound Contact Centres Masterclass.

 

 

 

 

 


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




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