Call Centre, Customer Experience & Online Customer Service Training Courses
Whilst our in-person public courses can be a great way to meet others and learn about other industries, with the arrival of the COVID pandemic we’ve all had to adapt quickly to a remote working arrangement, including us!
Through our training partners, we’ve had decades of experience running onsite training courses so we were forced to pivot quickly to offer online customer service training courses as well as courses for contact centres/call centres and customer experience.
Whilst we had some initial reservations about moving to 100% online, we’ve been pleasantly surprised about the numerous benefits offering online training courses has provided both us, and those attending our courses.
As we now all move into remote working as “business as usual”, the same focus on quality, efficiency, coaching, support and so on as the on-premise world is expected so we’ve worked hard to ensure all our courses is online optimised to maximise the training effectiveness.
And with more choices than ever before, it’s never been easier to find an online customer service training course to suit your business.
Upcoming online customer service training courses:
You’ll find a selection of all our upcoming publicly available online customer service training courses for contact centres, retail staff, office staff and more below. You can search all upcoming events or contact us for further information about any of our courses.
May 2022 Introduction to Contact Centre Management
Learn global best-practice contact centre fundamentals in our Introduction to Contact Centre Management
May 2022 class for Team Leaders and Managers.
May 2022 Phone Customer Service Booster
The May 2022 Phone Customer Service Booster course is a 3-hour online course designed to supercharge customer service skills for phone-based staff.
June 2022 Customer Service Phone Professionals
Supercharge your customer service skills with our June 2022 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (delivered over 3-weeks) suitable for all phone-based staff.
June 2022 Contact Centre Quality Assurance Training
Learn how to design and build a quality assurance program for customer service, call centres etc that will improve compliance and drive customer service excellence in our June 2022 online course delivered by global expert Daniel Ord.
June 2022 Contact Centre Management Fundamentals
Learn global best practice contact centre management skills in these 16 hours (4 x 4-hour sessions) June 2022 online training course delivered by global expert Daniel Ord.
June 2022 BECOME an Amazing Call Centre Team Leader
Give your Team Leader superpowers in this June 2022 How to BECOME an Amazing Call Centre Team Leader training course 3 x 2.5-hour live sessions).
June 2022 Real-Time WFM for Contact Centre Analysts
The June 2022 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role in a Contact Centre.
June 2022 CREATE Amazing Call Centre Team Leaders
Learn the framework to develop amazing Call Centre Team Leaders in this June 2022 course delivered over 3 x 2.5-hour sessions.
June 2022 Live Chat Customer Service
The June 2022 Live Chat Customer Service course is for frontline employees helping them to deliver great customer service over the live chat channel. Delivered over 2 x 4-hour online sessions.
June 2022 WFM for Practitioners
Learn the essentials of Workforce Management for Call Centres & Retail in this 3-day June 2022 WFM for Practitioners & Managers training course.
June 2022 Introduction to Customer Experience Course
Fast track your customer experience skills in our June 2022 Introduction to CX Course – suitable for busy managers and executives wanting to learn more about Customer Experience.
June 2022 Phone Customer Service Booster
The June 2022 Phone Customer Service Booster course is a 3-hour online course designed to supercharge customer service skills for phone-based staff.
June 2022 How to Monitor and Coach Call Centre Agents
Learn the skills to effectively Monitor and Coach Call Centre Agents in this June 2022 training course delivered online by global expert Daniel Ord. Suitable for all contact centres!
June 2022 Employee Engagement Activities for Managers
Empower your leaders with the tools, processes and skills to inject more energy, fun and interaction into your team in this June 2022 Employee Engagement Activities for Managers workshop.
July 2022 Inbound Sales Phone Professional Training Course
Improve your sales conversions and customer engagement in this July 2022 Inbound Sales Phone Professional Training Course designed for all phone-based employees.
July 2022 Managing Difficult Customers
Learn how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour July 2022 online course suitable for all customer-facing employees.
Benefits of online training courses
Having trained for decades onsite, we were initially a bit hesitant to move our training online with a view it would compromise the effectiveness of the learning.
The good news is that over the past two years of experience running online courses full time, our customer review scores haven’t changed a bit! Sure, our trainers have had to modify the content a little bit but there is a range of benefits of attending an online training courses for customer service, contact centres or customer experience including:
Course Delivery
We are able to use a variety of online training tools – from Skype, Google Hangouts, Zoom, GoTo Meeting etc we are able to ensure you can clearly see and hear our presenter, and that they can also see you whether it’s one to one training, or training an entire team across different locations.
Where we have associated workbooks, they are emailed directly to students prior to the course commencing.
During the course, we use a range of tools from online quizzes, breakout rooms, videos and so on to enhance the learning experience. Regular refresher breaks and scheduled breaks are included to ensure focus can be maintained.
Online course delivery options
All of our online training courses can be delivered publicly or privately:
Public Courses
Our publicly available online courses enable you to enrol as few as one employee making them a cost-effective way of upskilling your employees as well as minimising impact to your operations.
The public courses can also be a great way to interact and learn from others in either the same or different industries who have also purchased tickets – in fact, many of our students rate the opportunity to interact with others as a big highlight.
Each public course has fixed times and dates making it easy to plan ahead around shifts, holidays, induction periods etc.
Private Courses
Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.
Our online private courses can deliver the same course with dates, times and durations tailored to suit you and we can also include custom-built role plays, simulations and call examples based on your business rather than the generic ones we use in our public courses.