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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240423T090000
DTEND;TZID=Australia/Melbourne:20240423T120000
DTSTAMP:20260423T000543
CREATED:20240210T055707Z
LAST-MODIFIED:20240520T204607Z
UID:10000246-1713862800-1713873600@shop.acxpa.com.au
SUMMARY:April 2024 Inbound Phone Sales Essentials
DESCRIPTION:The April 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
URL:https://shop.acxpa.com.au/event/april-2024-inbound-phone-sales-essentials/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Inbound-Phone-Sales-Essentials-Training-Course-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240419T100000
DTEND;TZID=Australia/Melbourne:20240419T130000
DTSTAMP:20260423T000543
CREATED:20240210T020307Z
LAST-MODIFIED:20240520T204406Z
UID:10000247-1713520800-1713531600@shop.acxpa.com.au
SUMMARY:April 2024 Tech Support Customer Service Essentials
DESCRIPTION:Suitable for employees working in technical support and helpdesk roles\, this April 2024 Tech Support Customer Service Essentials course is delivered via a live 3-hour online/virtual training session.
URL:https://shop.acxpa.com.au/event/april-2024-tech-support-customer-service-essentials/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Tech-Support-Customer-Service-Essentials-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240418T090000
DTEND;TZID=Australia/Melbourne:20240418T170000
DTSTAMP:20260423T000543
CREATED:20231011T010637Z
LAST-MODIFIED:20240520T204107Z
UID:10000187-1713430800-1713459600@shop.acxpa.com.au
SUMMARY:April 2024 WFM for Contact Centre Team Leaders
DESCRIPTION:A ‘must’ for all Team Leaders – Learn the basics of Call Centre Workforce Management in this one-day April 2024 WFM for Contact Centre Team Leaders training course.
URL:https://shop.acxpa.com.au/event/wfm-for-contact-centre-team-leaders-april-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Workforce-Planning-for-Team-Leaders-in-a-call-centre-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240417T090000
DTEND;TZID=Australia/Melbourne:20240417T120000
DTSTAMP:20260423T000543
CREATED:20240210T084706Z
LAST-MODIFIED:20240520T204808Z
UID:10000248-1713344400-1713355200@shop.acxpa.com.au
SUMMARY:April 2024 Customer Service Reception Essentials
DESCRIPTION:The April 2024 Reception Essentials course teaches essential customer service skills for in-person\, phone and email – suitable for all front desk/reception roles.
URL:https://shop.acxpa.com.au/event/april-2024-customer-service-reception-essentials/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Customer-Service-Reception-Essentials-course-3.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240416T090000
DTEND;TZID=Australia/Melbourne:20240416T120000
DTSTAMP:20260423T000543
CREATED:20240209T043515Z
LAST-MODIFIED:20240520T204307Z
UID:10000250-1713258000-1713268800@shop.acxpa.com.au
SUMMARY:April 2024 Retail Essentials
DESCRIPTION:The April 2024 Retail Essentials training course teaches customer service and sales skills to employees in a short\, live 3 hour online/virtual course.
URL:https://shop.acxpa.com.au/event/april-2024-retail-essentials/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Retail-Sales-Customer-Service-Essentials-Course-Australia-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240409T090000
DTEND;TZID=Australia/Melbourne:20240409T170000
DTSTAMP:20260423T000543
CREATED:20231011T011554Z
LAST-MODIFIED:20240520T203406Z
UID:10000191-1712653200-1712682000@shop.acxpa.com.au
SUMMARY:April 2024 WFM Essentials
DESCRIPTION:Learn the essentials of Workforce Management for Call Centres in this 3-day April 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.
URL:https://shop.acxpa.com.au/event/wfm-essentials-april-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/WFM-for-Practitioners-online-training-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240403T090000
DTEND;TZID=Australia/Melbourne:20240405T120000
DTSTAMP:20260423T000543
CREATED:20240210T050806Z
LAST-MODIFIED:20240520T204516Z
UID:10000252-1712134800-1712318400@shop.acxpa.com.au
SUMMARY:April 2024 Inbound Phone Sales Professional
DESCRIPTION:Improve your employee’s sales conversions and customer service skills in this April 2024 Inbound Phone Sales Professional training course designed for all phone-based employees.
URL:https://shop.acxpa.com.au/event/april-2024-inbound-phone-sales-professional/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Inbound-Sales-Phone-Professional-Course-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240321T130000
DTEND;TZID=Australia/Melbourne:20240321T140000
DTSTAMP:20260423T000543
CREATED:20240222T060019Z
LAST-MODIFIED:20240429T090454Z
UID:10000219-1711026000-1711029600@shop.acxpa.com.au
SUMMARY:Food for Thought: MaxContact Australia’s First Webinar for 2024
DESCRIPTION:Don’t miss this opportunity to learn from the best in the business! \nMaxContact Australia invites you to partake in our upcoming webinar\, to hear from some of the top global voices in the contact centre space. \nWe’ve managed to secure this incredible line-up to bring you up to speed about the hottest industry trends and conversations with the likes of Ryan McGrory\, Luke Jamieson\, and Simon Kriss. \nImpressive arrangement\, we know. \nWe’re offering $15 UberEATS vouchers to all attendees so you can enjoy lunch on us for the session. \nAll you need to do to claim it is:\n1. Register for the ‘Food for Thought’ webinar\n2. Follow MaxContact Australia on Linkedin \n3. Attend the webinar \nLooking forward to seeing you there! \nMaxContact Australia Team
URL:https://shop.acxpa.com.au/event/food-for-thought-maxcontact-australias-first-webinar-for-2024/
LOCATION:Zoom
CATEGORIES:Training Courses,Webinars
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/02/Food-for-thought-lineup.jpg
ORGANIZER;CN="MaxContact Australia":MAILTO:daniel.harding@maxcontactaustralia.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240320T090000
DTEND;TZID=Australia/Melbourne:20240320T120000
DTSTAMP:20260423T000543
CREATED:20231103T134814Z
LAST-MODIFIED:20240520T201607Z
UID:10000205-1710925200-1710936000@shop.acxpa.com.au
SUMMARY:March 2024 Customer Service Reception PRO
DESCRIPTION:Perfect for receptionists/front-desk employees etc\, the March 2024 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
URL:https://shop.acxpa.com.au/event/customer-service-reception-pro-march-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Customer-Service-Reception-Pro-course-1-3.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240319T133000
DTEND;TZID=Australia/Melbourne:20240319T170000
DTSTAMP:20260423T000543
CREATED:20231117T062610Z
LAST-MODIFIED:20240520T205015Z
UID:10000215-1710855000-1710867600@shop.acxpa.com.au
SUMMARY:March 2024 How to Be a Great Call Centre Team Leader
DESCRIPTION:The March 2024 How to be a Great Call Centre Team Leader is a great all-rounder course for new\, emerging and existing team leaders.
URL:https://shop.acxpa.com.au/event/how-to-be-a-great-call-centre-team-leader-march-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/How-to-be-a-Great-Call-Centre-Team-Leader-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240319T123000
DTEND;TZID=Australia/Melbourne:20240322T170000
DTSTAMP:20260423T000543
CREATED:20230727T081859Z
LAST-MODIFIED:20240520T202407Z
UID:10000165-1710851400-1711126800@shop.acxpa.com.au
SUMMARY:March 2024 Customer Experience (CX) Management Training
DESCRIPTION:The gold standard of customer experience (CX) courses – delivered live by global CX expert Daniel Ord and rated 4.9/5 stars!
URL:https://shop.acxpa.com.au/event/customer-experience-cx-management-training-march-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Training-Course-for-Customer-Experience-Management.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240319T090000
DTEND;TZID=Australia/Melbourne:20240319T170000
DTSTAMP:20260423T000543
CREATED:20231011T010919Z
LAST-MODIFIED:20240520T204907Z
UID:10000188-1710838800-1710867600@shop.acxpa.com.au
SUMMARY:March 2024 Real-Time WFM for Contact Centre Analysts
DESCRIPTION:The March 2024 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.
URL:https://shop.acxpa.com.au/event/real-time-wfm-for-contact-centre-analysts-march-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Real-Time-Analyst-for-Contact-Centres-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240319T090000
DTEND;TZID=Australia/Melbourne:20240319T120000
DTSTAMP:20260423T000543
CREATED:20231105T050539Z
LAST-MODIFIED:20240520T203707Z
UID:10000210-1710838800-1710849600@shop.acxpa.com.au
SUMMARY:March 2024 Customer Service Phone Essentials
DESCRIPTION:The March 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-march-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Customer-Service-Phone-Essentials-training-course-in-Australia-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240312T130000
DTEND;TZID=Australia/Melbourne:20240312T160000
DTSTAMP:20260423T000543
CREATED:20231105T230925Z
LAST-MODIFIED:20240520T202708Z
UID:10000213-1710248400-1710259200@shop.acxpa.com.au
SUMMARY:March 2024 Inbound Phone Sales Essentials
DESCRIPTION:The March 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
URL:https://shop.acxpa.com.au/event/inbound-phone-sales-essentials-march-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Inbound-Phone-Sales-Essentials-Training-Course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240312T130000
DTEND;TZID=Australia/Melbourne:20240312T160000
DTSTAMP:20260423T000543
CREATED:20231031T222305Z
LAST-MODIFIED:20240520T203016Z
UID:10000194-1710248400-1710259200@shop.acxpa.com.au
SUMMARY:March 2024 Introduction to Contact Centre Management
DESCRIPTION:Fast-track your knowledge of contact centre management in this 2 x 3-hour course delivered by Australian contact centre expert & CX SKills CEO Justin Tippett.
URL:https://shop.acxpa.com.au/event/introduction-to-contact-centre-management-march-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Introduction-to-Contact-Centre-Management-training-course-in-Australia.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240312T090000
DTEND;TZID=Australia/Melbourne:20240312T120000
DTSTAMP:20260423T000543
CREATED:20231101T121517Z
LAST-MODIFIED:20240520T201807Z
UID:10000198-1710234000-1710244800@shop.acxpa.com.au
SUMMARY:March 2024 Customer Service Phone Professionals
DESCRIPTION:Equip your employees with superior customer service skills in the March 2024 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
URL:https://shop.acxpa.com.au/event/customer-service-phone-professionals-march-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Customer-Service-Phone-Professionals-training-course-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240311T130000
DTEND;TZID=Australia/Melbourne:20240311T160000
DTSTAMP:20260423T000543
CREATED:20240209T041015Z
LAST-MODIFIED:20240520T204208Z
UID:10000295-1710162000-1710172800@shop.acxpa.com.au
SUMMARY:March 2024 Retail Essentials
DESCRIPTION:The March 2024 Retail Essentials training course teaches customer service and sales skills to employees in a short\, live 3 hour online/virtual course.
URL:https://shop.acxpa.com.au/event/march-2024-retail-essentials/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Retail-Sales-Customer-Service-Essentials-Course-Australia-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240308T130000
DTEND;TZID=Australia/Melbourne:20240308T160000
DTSTAMP:20260423T000543
CREATED:20240210T081514Z
LAST-MODIFIED:20240520T204707Z
UID:10000296-1709902800-1709913600@shop.acxpa.com.au
SUMMARY:March 2024 Customer Service Reception Essentials
DESCRIPTION:The March 2024 Reception Essentials course teaches essential customer service skills for in-person\, phone and email – suitable for all front desk/reception roles.
URL:https://shop.acxpa.com.au/event/march-2024-customer-service-reception-essentials/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Customer-Service-Reception-Essentials-course-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240307T130000
DTEND;TZID=Australia/Melbourne:20240307T160000
DTSTAMP:20260423T000543
CREATED:20240208T111743Z
LAST-MODIFIED:20240520T203908Z
UID:10000294-1709816400-1709827200@shop.acxpa.com.au
SUMMARY:March 2024 Tech Support Customer Service Essentials
DESCRIPTION:Suitable for employees working in technical support and helpdesk roles\, this March 2024 Tech Support Customer Service Essentials course is delivered via a live 3-hour online/virtual training session.
URL:https://shop.acxpa.com.au/event/march-2024-tech-support-customer-service-essentials/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Tech-Support-Customer-Service-Essentials-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240222T123000
DTEND;TZID=Australia/Melbourne:20240223T170000
DTSTAMP:20260423T000543
CREATED:20230727T060418Z
LAST-MODIFIED:20240520T203107Z
UID:10000160-1708605000-1708707600@shop.acxpa.com.au
SUMMARY:February 2024 Email Customer Service
DESCRIPTION:Learn how to write better emails to customers in the February 2024 Email Customer Service training course (suitable for all employees).
URL:https://shop.acxpa.com.au/event/email-customer-service-february-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Email-Customer-Service-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240221T130000
DTEND;TZID=Australia/Melbourne:20240221T160000
DTSTAMP:20260423T000543
CREATED:20231103T134519Z
LAST-MODIFIED:20240520T201516Z
UID:10000204-1708520400-1708531200@shop.acxpa.com.au
SUMMARY:February 2024 Customer Service Reception PRO
DESCRIPTION:Perfect for receptionists/front-desk employees etc\, the February 2024 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
URL:https://shop.acxpa.com.au/event/customer-service-reception-pro-february-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Customer-Service-Reception-Pro-course-1-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240220T130000
DTEND;TZID=Australia/Melbourne:20240220T160000
DTSTAMP:20260423T000543
CREATED:20231103T092346Z
LAST-MODIFIED:20240520T202111Z
UID:10000202-1708434000-1708444800@shop.acxpa.com.au
SUMMARY:February 2024 Customer Service Reception Essentials
DESCRIPTION:The February 2024 Reception Essentials course teaches essential customer service skills for in-person\, phone and email – suitable for all front desk/reception roles.
URL:https://shop.acxpa.com.au/event/customer-service-reception-essentials-february-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Customer-Service-Reception-Essentials-course-in-Australia.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240220T090000
DTEND;TZID=Australia/Melbourne:20240220T170000
DTSTAMP:20260423T000543
CREATED:20240110T004453Z
LAST-MODIFIED:20240429T090602Z
UID:10000218-1708419600-1708448400@shop.acxpa.com.au
SUMMARY:CMO Summit 2024
DESCRIPTION:CMO Summit 2024\nWe are excited to announce that the CMO Summit returns on February 20-21\, 2024! \nThe CMO Summit is an invitation-only\, premium Summit bringing Chief Marketing Officers and innovative\nsuppliers and solution providers together. \nRenowned Marketing Leaders such as Angela Greenwood – CMO (Youi Insurance)\, Astrud Burgess – CMO (ANZ Group) and many more will speak and address contemporary marketing topics such as Marketing ROI\, Data Analytics and AI Integration. \nACXPA is a proud media partner for this event! \nFor information about the event\, click the button below or directly contact Stavros Karelidis at stavroska@marcusevanscy.com
URL:https://shop.acxpa.com.au/event/cmo-summit-2024/
LOCATION:The Star Gold Coast\, 1 Casino Drive\, Broadbeach\, Queensland\, 4218\, Australia
CATEGORIES:Conference,Training Courses
ATTACH;FMTTYPE=image/png:https://shop.acxpa.com.au/wp-content/uploads/2024/01/Social-Media-Banner-CMO-Summit-2024.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240220T090000
DTEND;TZID=Australia/Melbourne:20240220T120000
DTSTAMP:20260423T000543
CREATED:20231105T050247Z
LAST-MODIFIED:20240520T203805Z
UID:10000209-1708419600-1708430400@shop.acxpa.com.au
SUMMARY:February 2024 Customer Service Phone Essentials
DESCRIPTION:The February 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-february-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Customer-Service-Phone-Essentials-training-course-in-Australia-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240213T130000
DTEND;TZID=Australia/Melbourne:20240215T160000
DTSTAMP:20260423T000543
CREATED:20231101T003031Z
LAST-MODIFIED:20240520T203515Z
UID:10000196-1707829200-1708012800@shop.acxpa.com.au
SUMMARY:February 2024 Inbound Phone Sales Professional
DESCRIPTION:Improve your employee’s sales conversions and customer service skills in this February 2024 Inbound Phone Sales Professional training course designed for all phone-based employees.
URL:https://shop.acxpa.com.au/event/inbound-phone-sales-professional-february-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Inbound-Sales-Phone-Professional-Course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240213T123000
DTEND;TZID=Australia/Melbourne:20240216T163000
DTSTAMP:20260423T000543
CREATED:20230727T074727Z
LAST-MODIFIED:20240520T202908Z
UID:10000163-1707827400-1708101000@shop.acxpa.com.au
SUMMARY:February 2024 Contact Centre Management Fundamentals
DESCRIPTION:Learn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) online training course designed specially for contact centre managers.
URL:https://shop.acxpa.com.au/event/contact-centre-management-fundamentals-february-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Contact-Centre-Management-Fundamentals-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240213T090000
DTEND;TZID=Australia/Melbourne:20240213T170000
DTSTAMP:20260423T000543
CREATED:20231011T011341Z
LAST-MODIFIED:20240429T090606Z
UID:10000190-1707814800-1707843600@shop.acxpa.com.au
SUMMARY:WFM Essentials (February 2024)
DESCRIPTION:WFM Essentials for Contact Centres training course\nIndustry leaders agree that workforce management is an essential component of an efficient\, productive team. But yet\, WFM is not an understood function in the contact centre industry and this equally applies to retail as well. So it’s time to learn! \nThe three-day February 2024 WFM Essentials course covers the critical WFM principles and applications that anyone working in the contact centre/retail environment needs to know\, understand\, and most importantly\, put into action. \nIt has been designed to teach best practice theory\, and has no dependency on owning or purchasing a particular brand of software for success – anyone can pick it up\, regardless of your existing business processes. \nUnderstanding and executing the fundamentals of Workforce Management will deliver measurable benefits to any contact centre or retail environment so enrol today and start driving efficiencies in your business! \nIncludes six core modules delivered over three days\nMODULE 1: INTRODUCTION AND OVERVIEW\nThe course begins with an overview of the what and why of WFM. Workforce management is vital for getting the right staff in the right place at the right time\, with the best possible tools in hand. \nBut the myriad of factors included within the broader WFM spectrum can be a puzzle to work out alone\, especially in fast-paced operational environments. \nWe dive into the various components of WFM\, and cover some of the common workforce planning tasks and team structures. In short\, this module sets the scene for the entire three-day course. \nMODULE 2: FORECASTING AND PLANNING\nSolid forecasting and planning underpin all best-in-class efforts to ensure staff can cope with demand and a business does not creak at its seams. \nForecasting has numerous practical applications. It’ll help you compare historical patterns with “what-if” scenarios to estimate shrinkage\, plan budgets and predict the number of contacts. \nAccurate forecasting will also help paint a complete picture of upcoming staffing requirements. \nWe explore the formulas and techniques used to analyse contact arrival patterns in order to calculate workload and plan for the future. \nMODULE 3: SCHEDULING\nForecasting is important\, but without a schedule to implement these insights\, businesses are still just hoping for the best. With thousands\, if not millions of dollars on the line\, getting your schedules right can make the difference between success and failure. \nEffective scheduling helps ensure the right people are in the right place at the right time and can help reduce stress for the staff themselves. \nThis module looks at the various scheduling components and flexibility options that are often provided to staff working in contact centres\, branches or retail environments. \nMODULE 4: PERFORMANCE ANALYSIS\nAfter you’ve created schedules (i.e rosters)\, ideally you want to ensure staff adhere to them. Even in a small business environment with just a handful of staff\, a lack of performance oversight could mean you’re missing service level targets when you don’t need to. \nBy monitoring performance\, however\, you can help you find the staff who are out of adherence or underperforming and address these issues with targeted change. \nIn this module\, we explore the processes required to manage and monitor your staff’s performance throughout the day. \nMODULE 5: REAL-TIME MANAGEMENT\nYou have the plan. Now it’s time to monitor the day and take action if necessary. Real-time management helps to preserve and improve your service quality and customer experience at the intra-day level. \nWhen things don’t go to plan\, which levers should you pull to achieve your required outcome? \nA clearly defined real-time management plan will help you determine the best actions to take when things don’t turn out the way you expect. \nWe explore rules and conditions that can be used to manage the changes and impacts on demand and staff at an intra-day level. \nMODULE 6: COMMUNICATION \nDo you think you’re an effective communicator? You may need to think again. According to a Wrike work management survey\, 46 per cent of employees leave meetings not knowing what to do next. \nAdditionally\, CareerBuilder found that a quarter of workers find emails are a time waster\, and a similar number felt the same about meetings. Basically\, you may think you’re communicating effectively\, but your staff might not agree. \nSo this February 2024 WFM Essentials course concludes with a module on better communication with a focus on how to effectively communicate with peers and manage conflict. \nSpaces are limited in this group due to small class sizes to maximise learning\, so book early to avoid disappointment. 
URL:https://shop.acxpa.com.au/event/wfm-essentials-february-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/10/WFM-for-Practitioners-online-training-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240213T090000
DTEND;TZID=Australia/Melbourne:20240213T120000
DTSTAMP:20260423T000543
CREATED:20231105T230723Z
LAST-MODIFIED:20240520T202607Z
UID:10000212-1707814800-1707825600@shop.acxpa.com.au
SUMMARY:February 2024 Inbound Phone Sales Essentials
DESCRIPTION:The February 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
URL:https://shop.acxpa.com.au/event/inbound-phone-sales-essentialsfebruary-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/05/Inbound-Phone-Sales-Essentials-Training-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240207T130000
DTEND;TZID=Australia/Melbourne:20240207T130000
DTSTAMP:20260423T000543
CREATED:20231104T235517Z
LAST-MODIFIED:20240429T090607Z
UID:10000206-1707310800-1707310800@shop.acxpa.com.au
SUMMARY:Contact Centre Coaching PRO (February 2024)
DESCRIPTION:Contact Centre Coaching PRO Course (February 2024)\nAre you looking to gain improvements in your contact centre performance and improve employee engagement in the process? \nYes\, both are possible! \nEffective coaching is the key to ensuring your contact centre employees are working at their best\, but most Team Leaders moved into their role directly from being on the phones and have never been taught the skills on how\, and what to coach. \nAnd a Team Leader who is not coaching effectively can be a slippery slide for the culture and performance of your contact centre. \nThe Contact Centre Coaching PRO February 2024 course teaches your Team Leaders/Managers premium skills to manage\, support and coach frontline employees in a contact centre to achieve sustained\, long-term cultural and operational excellence by establishing a strong and effective coaching culture. \nWhether you have a small or large contact centre\, the coaching process and behaviours taught to your Team Leaders in this course will ensure they are equipped with the skills to have effective coaching conversations that drive results – helping both your Team Leaders and your employees. \nSo if your contact centre needs a cultural shift to improve performance based on sound coaching practices\, this course is designed to make it happen! \n\n\n9 hours of training delivered over 3 x 3-Hour Sessions \n\n\n\n\nThe Contact Centre Coaching Pro course is a 9-hour training course spaced out over 3 x 3-hour sessions to minimise the impact on your operations and enable participants time to learn and apply their new skills in between each session with staff that they manage or support. \n\n\n\n\n\n\n\n\n\nThe course is held online on: \n\nSession 1 – Wednesday\,  7th February 10:00 to 13:00 AEDT\nSession 2 – Thursday\, 8th February 10:00 to 13:00 AEDT\nSession 3 – Friday\, 9th February 10:00 to 13:00 AEDT\n\n\n\n\n\n\n\n\nIncluded Modules\n1. What makes a great coach?\nExploration of different types of coaching and the key requirements and considerations for effective coaching. Drawn from the direct insights obtained from some of the world’s best coaches in business and sport. \n2. Customer Experience Coaching\nExploration of the primary role and purpose of a Contact Centre coach in helping staff achieve desired standards of behaviour for premium call handling* to improve the sales and service experience for customers in those moments of truth when they pick up the phone. \n*We use the five core competencies and 18 call-handling behaviours from the Australian Contact Centre Quality Standards as the basis for this module. \nThese will help improve the quality of customer conversations in ANY contact centre\, but especially if your contact centre is listed in the monthly Australian Contact Centre Rankings report\, or you are part of the Contact Centre CX Benchmarking service\, you’ll see an improvement in your rankings once your employees have completed the course! \n3. Better Coaching Conversations\nIntroduction\, review\, demonstration and practice use the five coaching competencies to reveal staff strengths\, and how these can be utilised to develop improvements in specific call-handling behaviours*. \n*We use the Australian Contact Centre Quality Standards as the examples for premium call-handling behaviours (which directly correlate to improve quality performance however you measure it – CSAT\, NPS etc) however you don’t need to be using/applying the standards to benefit from this training\, the coaching competencies is the focus here and they apply in any contact centre. \n4. Coaching Simulations\nLots of practice in applying the five coaching methods within simulated coaching conversations that reflect different staff types and different levels of performance and attitudes. \n5. Difficult Coaching Conversations\nDemonstration and practice in how to facilitate more difficult coaching conversations due to negative or closed-minded attitudes of staff\, or where staff are not taking responsibility for their own development. \n6. Coach the Coach\nThe trainer conducts actual coach-the-coach sessions with each individual to demonstrate first-hand how to apply the methods in a real context. \n7. Bringing it all together\nWhatever learning gaps still exist within the training group are addressed with targeted demos and group practice. Rapid-fire learning checks and an online assessment are conducted by the trainer to confirm competency and to reinforce critical skills and methods. \nLearn more about the course and secure your ticket on the link below. 
URL:https://shop.acxpa.com.au/event/contact-centre-coaching-pro-february-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/11/Contact-Centre-Coaching-PRO-Course-in-Australia.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240131T130000
DTEND;TZID=Australia/Melbourne:20240131T160000
DTSTAMP:20260423T000543
CREATED:20231105T050041Z
LAST-MODIFIED:20240429T090609Z
UID:10000208-1706706000-1706716800@shop.acxpa.com.au
SUMMARY:January 2024 Customer Service Phone Essentials
DESCRIPTION:The January 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-january-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/01/Customer-Service-Phone-Essentials-training-course-in-Australia-13.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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END:VCALENDAR