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Training Workshops

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Our 2024 Training Workshops!

In collaboration with The Forum, this year's Call and Contact Centre Expo offers you the chance to attend two exclusive training workshops, taking place on both days.

To learn more about each session, simply hover over the images below.

To secure your spot, you will need register for the event and select your preferred sessions on the registration form. Keep in mind that spots are limited and available on a first-come, first-served basis.

The workshops will be held at the Networking & Training Session Zone. We recommend arriving 5 minutes before the workshop begins.

FORUM

Effective Benchmarking Workshop:  Real customer operation benchmarking

Effective Benchmarking Workshop:  Real customer operation benchmarking

Effective Benchmarking Workshop:  Real customer operation benchmarking

Shrinkage, attrition, and service levels are key operating assumptions which need to be better understood. Move away from lazy “industry standard” assumptions for metrics which can be hugely variable. Start looking beyond averages to understand how to benchmark and compare. This interactive workshop will open your mind to effective benchmarking.

Analyse benchmarking data to understand the range and variability.

Learn how to challenge “industry standard” and bad-habits with reliable benchmarking,

Shape the future of your organisation with better assumptions, along with diagnostic and leading (not lagging) measures.

Operational Effectiveness Workshop: Creating a learning culture

Operational Effectiveness Workshop: Creating a learning culture

Operational Effectiveness Workshop: Creating a learning culture

Improve your operational effectiveness along with key strategic decisions and the develop your influencing skills. Learn how the Planning and Improvement cycle can be used to create and implement your strategy more effectively. Understand best-practice frameworks for forward thinking, which drive improvement and a culture of learning.

  • Build your framework to make the best next decisions for every time frame from strategy to on-the-day.
  • Understand how to create the cycle of activity and system of understanding to exchange knowledge and leverage cross functional expertise.
  • Shape the future with a tried and tested way to create the right targets, metrics and indicators that track and improve performance and behaviour.
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