Events
Training and PD
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22 May 2012National Learning & Development Forum - Sydney Professional Development 8.30am - 4.30pm Four Points Sheraton, 161 Sussex Street, Sydney
Attrition, absenteeism and employee engagement continue to be the key challenges in contact centres today, but how do we best respond to these issues when we are constantly asked to ‘do more with less’?
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22 May 2012Webinar: Scheduling Principles and Problems Webinar 11am - 12.30pm
Webinar Series Core Program Part 4. Practical Solutions to Scheduling Challenges. This session outlines the most common scheduling problems call centers face and will provide some traditional solutions as well as some creative new ones to help with your scheduling dilemma.
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23 May 2012National Learning & Development Forum - Brisbane Professional Development 8.30am - 4.30pm Stamford Plaza, Cnr Margaret & Edward Sts, Brisbane CBD
Attrition, absenteeism and employee engagement continue to be the key challenges in contact centres today, but how do we best respond to these issues when we are constantly asked to ‘do more with less’?
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25 May 2012National Learning & Development Forum - Melbourne Professional Development 8.30am - 4.30pm Karstens Conference Centre, Level 9, 123 Queen Street, Melbourne
Attrition, absenteeism and employee engagement continue to be the key challenges in contact centres today, but how do we best respond to these issues when we are constantly asked to ‘do more with less’?
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29 May 2012National Learning & Development Forum - Perth Professional Development 8.30am - 4.30pm The Studio, Burswood Entertainment Complex
Attrition, absenteeism and employee engagement continue to be the key challenges in contact centres today, but how do we best respond to these issues when we are constantly asked to ‘do more with less’?
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30 May 2012National Learning & Development Forum - Adelaide Professional Development 8.30am - 4.30pm Hilton Adelaide, 233 Victoria Square, Adelaide
Attrition, absenteeism and employee engagement continue to be the key challenges in contact centres today, but how do we best respond to these issues when we are constantly asked to ‘do more with less’?
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6 June 2012Coaching for Immediate Results Brisbane Professional Development 8.30am - 4.30pm Saxons Training, Level 11, 300 Adelaide Street, Brisbane
This 1-day Masterclass for Team Leaders is a highly interactive and practice rich training workshop helping participants think, communicate and behave in ways that increases skills and gets results. Among other things Team Leaders will learn, Coaching Fundamentals, The Three Step Approach, Developing a Questioning Strategy, Practical Application and Coaching and Development Plan.
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7 June 2012Coaching for Immediate Results Sydney Professional Development 8.30am - 4.30pm Vibe Hotel North Sydney, 88 Alfred Street, Milsons Point
This 1-day Masterclass for Team Leaders is a highly interactive and practice rich training workshop helping participants think, communicate and behave in ways that increases skills and gets results. Among other things Team Leaders will learn, Coaching Fundamentals, The Three Step Approach, Developing a Questioning Strategy, Practical Application and Coaching and Development Plan.
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19 June 2012Webinar: Managing Daily Service Levels Webinar 11am - 12.30pm
Webinar Series Core Program Part 5. An Intra-Day Guide to Managing Staff and Service. This session will outline the process of tracking performance within the day and provide overstaffing and understaffing reaction strategies should the plan go awry.
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24 July 2012Webinar: Introduction to Workforce Management Webinar 11am - 12.30pm
Webinar Series Elective Program 1. An Overview of the Workforce Management Process. Learn about the critical tradeoffs between staffing, service, and cost and how each of these tradeoffs affects the final staff count. Attendees will also learn the impact that each and every person can make in terms of achieving service goals for the day.
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30-31 July 2012Workforce Management 1-2-3 Melbourne Professional Development 9.00am - 5.00pm TBC
The Art and Science of Forecasting, Scheduling, and Meeting Service Goals. This course teaches the basic workforce management fundamentals that are essential for all workforce planners to know and understand.
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16 August 2012Coaching for Immediate Results Adelaide Professional Development 8.30am - 4.30pm TBC
This 1-day Masterclass for Team Leaders is a highly interactive and practice rich training workshop helping participants think, communicate and behave in ways that increases skills and gets results. Among other things Team Leaders will learn, Coaching Fundamentals, The Three Step Approach, Developing a Questioning Strategy, Practical Application and Coaching and Development Plan.
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17 August 2012Coaching for Immediate Results Melbourne Professional Development 8.30am - 4.30pm TBC
This 1-day Masterclass for Team Leaders is a highly interactive and practice rich training workshop helping participants think, communicate and behave in ways that increases skills and gets results. Among other things Team Leaders will learn, Coaching Fundamentals, The Three Step Approach, Developing a Questioning Strategy, Practical Application and Coaching and Development Plan.
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21 August 2012Webinar: Attendance and Adherence Webinar 11am - 12.30pm
Webinar Series Elective Program 2. Getting and Keeping Bodies in Seats. This session will share proven practices on attendance and adherence that have resulted in increased availability.
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22 August 2012Coaching for Immediate Results Brisbane Professional Development 8.30am - 4.30pm TBC
This 1-day Masterclass for Team Leaders is a highly interactive and practice rich training workshop helping participants think, communicate and behave in ways that increases skills and gets results. Among other things Team Leaders will learn, Coaching Fundamentals, The Three Step Approach, Developing a Questioning Strategy, Practical Application and Coaching and Development Plan.
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23 August 2012Coaching for Immediate Results Sydney Professional Development 8.30am - 4.30pm Vibe Hotel North Sydney, 88 Alfred Street, Milsons Point
This 1-day Masterclass for Team Leaders is a highly interactive and practice rich training workshop helping participants think, communicate and behave in ways that increases skills and gets results. Among other things Team Leaders will learn, Coaching Fundamentals, The Three Step Approach, Developing a Questioning Strategy, Practical Application and Coaching and Development Plan.
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27-28 August 2012Workforce Management 1-2-3 Sydney Professional Development 9.00am - 5.00pm TBC
The Art and Science of Forecasting, Scheduling, and Meeting Service Goals. This course teaches the basic workforce management fundamentals that are essential for all workforce planners to know and understand.
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24-25 September 2012Workforce Management 1-2-3 Brisbane Professional Development 9.00am - 5.00pm TBC
The Art and Science of Forecasting, Scheduling, and Meeting Service Goals. This course teaches the basic workforce management fundamentals that are essential for all workforce planners to know and understand.
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26 September 2012Webinar: Advanced Forecasting Techniques Webinar 11am - 12.30pm
Webinar Series Elective Program 3. Fine-Tuning Workload Predictions. This session will explore various approaches to help fine-tune your tactical call forecasting process. Whether you’re forecasting by spreadsheets or with workforce management software, you’ll learn how to improve the accuracy of your daily and half-hourly forecasts through techniques like regression analysis and use of correlation coefficients.
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23 October 2012Webinar: WFM Design Dilemmas Webinar 11am - 12.30pm
Webinar Series Elective Program 4. Optimizing Staffing in Evolving Contact Center Scenarios. This session delves into some of the more common issues to consider that will effectively address these challenges for single-site, multiple-site, and consolidated contact center operations.
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29-30 October 2012Workforce Management 1-2-3 Adelaide Professional Development 9.00am - 5.00pm TBC
The Art and Science of Forecasting, Scheduling, and Meeting Service Goals. This course teaches the basic workforce management fundamentals that are essential for all workforce planners to know and understand.
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20 November 2012Webinar: Skill-Based Routing Design Webinar 11am - 12.30pm
Webinar Series Elective Program 5. Balancing Customer, Agent, and Call Center Needs. This session provides a map to guide you through a process of applying skill-based routing (SBR) fundamentals to both a traditional and multi-channel environment. It will help you determine and assign priorities in order to manage service differences that make the most sense in your center.
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4 December 2012Webinar: Skill-Based Routing WFM Challenges Webinar 11am - 12.30pm
Webinar Series Elective Program 6. Forecasting and Scheduling for SBR Scenarios. This session provides a brief review of the skill-based routing (SBR) design principles and focuses primarily on the changes that will be needed in the workforce management (WFM) operation.
- All prices shown are in Australian dollars ($AU)
- Once your payment has been processed a confirmation email and invoice will be sent to the email address provided