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DTSTART;TZID=Australia/Melbourne:20240220T090000
DTEND;TZID=Australia/Melbourne:20240220T170000
DTSTAMP:20260423T021530
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:20260423T021530
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:20260423T021530
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:20260423T021530
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:20260423T021530
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:20260423T021530
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:20260423T021530
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:20260423T021530
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240130T130000
DTEND;TZID=Australia/Melbourne:20240130T160000
DTSTAMP:20260423T021530
CREATED:20231103T091640Z
LAST-MODIFIED:20240520T202206Z
UID:10000201-1706619600-1706630400@shop.acxpa.com.au
SUMMARY:January 2024 Customer Service Reception Essentials
DESCRIPTION:The January 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-january-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-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240123T130000
DTEND;TZID=Australia/Melbourne:20240123T160000
DTSTAMP:20260423T021530
CREATED:20231101T121234Z
LAST-MODIFIED:20240520T201710Z
UID:10000197-1706014800-1706025600@shop.acxpa.com.au
SUMMARY:January 2024 Customer Service Phone Professionals
DESCRIPTION:Equip your employees with superior customer service skills in the January 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-january-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-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240118T123000
DTEND;TZID=Australia/Melbourne:20240119T163000
DTSTAMP:20260423T021530
CREATED:20230727T051222Z
LAST-MODIFIED:20240429T090611Z
UID:10000159-1705581000-1705681800@shop.acxpa.com.au
SUMMARY:Managing Difficult Customers (January 2024)
DESCRIPTION:How to Manage Difficult Customers Training Course\nThe January 2024 Managing Difficult Customers training course teaches employees how to identify the different types of difficult customers and situations\,  and then how to identify and apply the correct solutions with confidence and increased resilience.  \nFrom learning how to negotiate or how to say NO! effectively and with professionalism\, the Managing Difficult Customers Training Course is the ideal course to help you or your employees handle difficult customer situations with grace and style.  \nThis course isn’t just a few words and phrases to use – it’s a comprehensive\, high-quality program that’s been refined over decades\, delivered over 2 x 4-hour sessions that will make a lasting lifetime impact. \nThe course is suitable for:\nThe Managing Difficult Customers course is suitable for anyone who deals with customers with typical roles including: \n\nContact Centre agents (sales or service)\nCustomer service staff\nRetail/counter staff\nAdministration/Office staff\nEducation/Teachers\nSmall Business owners\nSales/Account Management\nComplaints teams\nTeam Leaders\nManagers\n\nWith a customer review score of 4.8/5\, this course is loved by attendees and will provide them with new-found confidence they can apply immediately! \nCore modules include:\nModule 1. Considering Human Behaviour\n\nUsing Transactional Analysis to understand Customer behaviour and our own behaviour\nThe issue of changing someone else’s character\nThe issue of ‘satisfying’ an Unhappy Customer\n\nModule 2. Classifying the Classic Types of Difficult Situations\nLearn the differences between them all the different types of difficult customers and how to handle them including: \n\nThe Abusive Customer\nThe Irritating Customer\nThe Unhappy Customer\n\nModule 3. Service Skills Requirements \nThe Classic use of Listening: \n\nDeciding whether to use Empathy or Affirmation\nWhat are the 5 levels of Empathy?\nWhat you must do when interacting with someone who is upset\n\nModule 4. Understanding your solution options\nWe’ll teach our proprietary UNER (R) model that will guide you on: \n\nHow to Say YES\nHow to say NO\nHow to explain WHY\nHow to provide a Conditional or Creative YES\nHow and when to Escalate\n\nClick the link below to learn more about the course and to secure your tickets.
URL:https://shop.acxpa.com.au/event/managing-difficult-customers-january-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/07/How-to-Manage-Difficult-Customers-training-course-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240117T133000
DTEND;TZID=Australia/Melbourne:20240117T170000
DTSTAMP:20260423T021530
CREATED:20231117T062217Z
LAST-MODIFIED:20240429T090612Z
UID:10000214-1705498200-1705510800@shop.acxpa.com.au
SUMMARY:How to Be a Great Call Centre Team Leader (January 2024)
DESCRIPTION:How to be a Great Call Centre Team Leader (January 2024) Training Course\nThe How to be a Great Call Centre Team Leader training course provides everything new and existing Team Leaders (or those preparing to become one) need to become an effective Call Centre Team Leader in any call centre/contact centre environment. \nThis course will provide the participants with the training\, tools and resources they need to effectively lead an engaged team that consistently hits their targets and KPIs (and even learn which KPIs they should be using!)\, along with coaching skills to help turn all their team members into top achievers! \nDelivered over 2 x 3.5-hour workshops each week (so a total of 7 hours) of live\, facilitated training\, the workshops and included easy-to-customise tools and resources\, teach participants how to become a great Call Centre Team Leader with skills that can be applied in any contact centre. \nThe course is facilitated by Call Centre Team Leader training specialist Marc Carriere\, and it’s a great all-round course for any new\, existing or emerging Call Centre Team Leader looking to hone their skills and learn industry best-practice. \nIncludes eight powerful modules\nThe How to be a Great Call Centre Team Leader training course includes eight powerful modules that have been honed over decades of real-world experience and are essential for all great Call Centre Team Leaders to know: \n\nPreparing Your Framework For Success\nKey Traits\, Characteristics and Practices of Amazing Team Leaders\nEffective Time Management\nCoachable Call Structures\nCall Monitoring and Scoring\nProviding Effective Feedback\nTeam Member Skills Audits\nTeam Member Coaching Plans\n\nLearn more about the course and secure your ticket at the link below.
URL:https://shop.acxpa.com.au/event/how-to-be-a-great-call-centre-team-leader-january-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/11/How-to-be-a-Great-Call-Centre-Team-Leader-training-course-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240116T130000
DTEND;TZID=Australia/Melbourne:20240116T160000
DTSTAMP:20260423T021530
CREATED:20231103T134050Z
LAST-MODIFIED:20240520T201408Z
UID:10000203-1705410000-1705420800@shop.acxpa.com.au
SUMMARY:January 2024 Customer Service Reception PRO
DESCRIPTION:Perfect for receptionists/front-desk employees etc\, the January 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-january-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-1-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20240109T130000
DTEND;TZID=Australia/Melbourne:20240109T160000
DTSTAMP:20260423T021530
CREATED:20231105T230137Z
LAST-MODIFIED:20240429T090613Z
UID:10000211-1704805200-1704816000@shop.acxpa.com.au
SUMMARY:January 2024 Inbound Phone Sales Essentials
DESCRIPTION:The January 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-january-2024/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2024/01/Inbound-Phone-Sales-Essentials-Training-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231213T090000
DTEND;TZID=Australia/Melbourne:20231213T120000
DTSTAMP:20260423T021530
CREATED:20231003T105400Z
LAST-MODIFIED:20240429T090614Z
UID:10000185-1702458000-1702468800@shop.acxpa.com.au
SUMMARY:Contact Centre Coaching PRO Training Course (December 2023)
DESCRIPTION:Contact Centre Coaching PRO Course (December 2023)\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 December 2023 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. \nThe course is held online on: \n\nSession 1 – Wednesday\, December 13\, 09:00 to 12:00 AEDT\nSession 2 – Thursday\, December 14\, 09:00 to 12:00 AEDT\nSession 3 – Friday\, December 15\, 09:00 to 12:00 AEDT\n\n\n\n\n\n\n\n\nIncluded Modules\n\n\n\n\n\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. These 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-training-course-december-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/10/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:20231212T130000
DTEND;TZID=Australia/Melbourne:20231214T160000
DTSTAMP:20260423T021530
CREATED:20231101T001059Z
LAST-MODIFIED:20240429T090615Z
UID:10000195-1702386000-1702569600@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Professional (December 2023)
DESCRIPTION:Inbound Phone Sales Professional Course (December 2023)\nThe Inbound Phone Sale Professional (December 2023) Training course will teach your phone-based employees (e.g. call centre\, phone sales\, admin team) a set of premium call-handling sales skills and advanced behaviours needed for sales success that is proven to work for any product\, service or industry. \nThe training is aligned to the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards that has been refined and optimised over three decades\, and is the same framework used to assess the sales performance of contact centres that is published in the Australian Contact Centre Rankings each month. \nThe five core competencies and specific behaviour taught to your employees will influence a perspective and approach that shifts the focus from using a traditional ‘sales process’ to one that makes it easier for customers to buy. \nThe Buying versus Selling method is perfect for those people and cultures where sales is resisted or looked upon as a fearful or negative thing either internally or by your customers. \nIt’s a sales-from-a-service paradigm that actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call. \nSales Conversion\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted as your staff learn to be both more efficient and effective when customers contact you looking for solutions to their needs. \nDelivered over 3 x 3-hour sessions to minimise operational impact\, we’ll teach a structured yet natural approach (no scripts!) that encourages staff to be themselves and build rapport with customers\, resulting in increased sales opportunities. \nNot only will your contact centre/phone-based employees come away with increased knowledge and skills in premium call handling\, but they’ll also be armed with behaviours that will deliver improved job satisfaction and business outcomes. \nCore Modules include:\n1. Engage\nAn exploration of why customers buy; the first 30 seconds of conversation to personalise; How to build trust as the foundation for customer buying decisions. \n2. Energy\, Empathy & Resilience\nBreathing\, the power of the pause to sell in the silence\, staying resilient in the face of repetition\, vibrant delivery with empathy. \n3. A Bridge to Conversation\nHow to build and execute multiple 3-part bridging statements that manage customer expectations around your sales method to solidify trust and transition the call into a targeted conversation. \n4. Discover\nA deep exploration and practice in the art of conversation to get customers to reveal key insights into what they want to achieve and exactly what they need from you to make a decision to buy. \n5. Educate & Close\nHow to paint pictures in the mind of the customer with your words as to how your product/service will deliver what they wanted to achieve; how to ask for the business; how to validate the buying decision; how to show true appreciation to finish the call. \n6. Bring it Together\nPractice of entire calls; individual progress updates; priority next steps and action plans; Certificate of Achievement awarded! \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/inbound-phone-sales-professional-december-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/11/Inbound-Sales-Phone-Professional-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231211T130000
DTEND;TZID=Australia/Melbourne:20231211T160000
DTSTAMP:20260423T021530
CREATED:20231031T204304Z
LAST-MODIFIED:20240429T090615Z
UID:10000193-1702299600-1702310400@shop.acxpa.com.au
SUMMARY:Introduction to Contact Centre Management (December 2023)
DESCRIPTION:Introduction to Contact Centre Management course (December 2023)\nThe Introduction to Contact Centre Management course is designed to equip new and existing Team Leaders or Managers with the fundamental skills and awareness required to manage a best-practice contact centre environment. \nIt doesn’t matter if you’ve got a 10-seat call centre or a 200-seat call centre\, if your call centre handles enquiries\, complaints\, sales\, service etc – this course will be suitable! \nFacilitated by local contact centre industry expert Justin Tippett\, the course is designed to excite\, inform and educate participants on the current trends and challenges in the contact centre industry whilst equipping them with the fundamental skills that are applicable to all contact centres globally. \nAcross six different modules\, students will learn the basic principles of contact centre management that apply regardless of the size\, location or industry type of your contact centre. \nLearn more and secure your tickets on the link below!
URL:https://shop.acxpa.com.au/event/introduction-to-contact-centre-management-december-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/10/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:20231207T123000
DTEND;TZID=Australia/Melbourne:20231207T133000
DTSTAMP:20260423T021530
CREATED:20231129T110518Z
LAST-MODIFIED:20240816T234341Z
UID:10000217-1701952200-1701955800@shop.acxpa.com.au
SUMMARY:Meet the #1 Contact Centre in Australia
DESCRIPTION:Meet the #1 Contact Centre in Australia!\nMeet the leaders of Australia’s #1 ranked contact centre for the past two months and discover some of their secrets for success! \nThe City of Onkaparinga has been assessed as the best contact centre in Australia in the ACXPA Call Centre Rankings report that commenced in August 2023. \nThe rankings are determined by mystery shopping calls that assess the contact centre experience across 48 different performance elements to generate three key metrics: \n\nThe Contact Centre Accessibility Score (CCAS) captures how easy was it to connect to a live contact centre agent.\nThe Quality Insights Score (QIS)  measures the experience received during the interaction with the live contact centre agent.\nAn overall performance score that combines the two scores above with proprietary weightings on the competencies that influence the customer experience the most to determine the overall ranking results.\n\nView the latest Call Centre Ranking reports > \nIntroduction to City of Onkaparinga\nThe City of Onkaparinga is South Australia’s largest metropolitan council\, delivering services to more than 160\, 000 residents across the area of 518 square kilometres. It covers a diverse range of suburbs and areas\, including coastal regions\, urban areas\, and rural landscapes. \nTheir work is guided by our organisational values\, quality service delivery\, customer responsiveness and community input. \nApproximately 185\,000 customers contact the City of Onkaparinga per year to access our services through a variety of contact channels. \nMeet our Guests \nJulie Janssan\, Acting Team Leader Marketing & Communications \nJulie is an experienced customer service professional with 32 years of experience in retail\, banking\, utilities\, and local government sectors. \nHer career at the City of Onkaparinga started as a Team Coordinator\, she worked her way up to the role of Team Leader Customer Relations\, successfully leading a team of over 45 staff across five sites for the past 15 years. Julie manages a 20-seat contact centre and oversees over the counter services at five locations across the city. \nJulie’s leadership style focuses on customer experience and continuous improvement\, championing initiatives to refine processes and optimise service delivery. Julie is dedicated to the team in creating memorable interactions and understands the importance of a team committed to providing exceptional service. \nWith experience ranging from direct customer interactions to strategic management\, Julie has demonstrated dedication to elevating customer experience standards. Committed to team growth\, she ensures that each team member is provided extensive training and coaching\, so each team member reaches their full potential. \nAs she embarks on new opportunities in a secondment as Team Leader Marketing and Communications at the City of Onkaparinga\, Julie brings with her a wealth of experience\, a passion for customer service excellence\, and a proven track record of effective team management. \nHannah Stevens\, Acting Team Leader Customer Relations \nHannah Stevens has devoted the past 11 years of her professional journey in customer service excellence. She began her career at the City of Onkaparinga council\, where she started as a Customer Relations Officer. Over time\, she explored different roles in teams including marketing\, development services\, and information management. \nHannah’s leadership journey started when returning to the Customer Relations Team. Hannah secured a permanent position as a Coordinator in the Customer Relations Team. Leveraging opportunities from LG Professionals SA\, she completed the Management Challenge and the Emerging Leaders Program\, enhancing her leadership experience. \nHannah is all about creating a workplace where productivity and enjoyment go hand in hand. Incorporating service delivery and a positive team culture. She recognises each team member’s strengths and guides them to grow professionally and personally. \nShe’s dedicated to improving service delivery and customer experience\, evident in her coaching and continuous improvement efforts. Hannah always aims to take the customer journey to the highest standards of professionalism and satisfaction. \nCurrently on secondment as the Team Leader of Customer Relations at the City of Onkaparinga\, Hannah is proud to lead a high-performing team that consistently delivers outstanding results. \nHow to Attend\nThe Contact Centre Manager Roundtables are free to attend for all ACXPA Subscribers and Members! \n \nBeing an ACXPA Subscriber provides a range of benefits\, including access to all of our industry roundtables\, where you get to meet and learn from leading contact centres and CX professionals every fortnight. It’s completely free to subscribe and your inbox will not be spammed! Subscribe here > \nAnd if you’d really like to step it up\, an ACXPA Membership unlocks exclusive industry insights\, a video library of all our Member Symposiums and Roundtables\, access to a powerful Members Directory\, industry resources you can download including Erlang Calculators\, Journey Maps and more. \nAnnual Memberships start at just $197 per year. Learn more about ACXPA Memberships >
URL:https://shop.acxpa.com.au/event/meet-the-1-contact-centre-in-australia/
LOCATION:Zoom
CATEGORIES:Call Centre Roundtables,Online Roundtables,Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/11/ACXPA-Roundtable-7-Dec-2023-Share.jpg
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231206T130000
DTEND;TZID=Australia/Melbourne:20231208T160000
DTSTAMP:20260423T021530
CREATED:20230919T020549Z
LAST-MODIFIED:20240429T090617Z
UID:10000184-1701867600-1702051200@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (December 2023)
DESCRIPTION:Customer Service Phone Professionals December 2023 Training Course\nThe December 2023 Customer Service Phone Professionals training course is designed to provide your employees with advanced customer service skills to deliver superior phone experiences day after day\, call after call. \nThis program has been three decades in the making and is based on the ACXPA Contact Centre Quality Standards\, leveraging the insights and assessment of more than 50\,000 phone calls to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience. \nDelivered over 3 x 3-hour sessions (for a total of 9 hours of training) by an industry professional\, we’ll teach your employees a structured yet natural approach (no scripts!) that is aligned to 18 core competencies that are proven to improve customer satisfaction no matter how you measure it\, i.e. First Contact Resolution\, Customer Satisfaction\, Net Promoter Score\, Call Quality\, Employee Engagement or just happier customers! \nYour employees will be coached to progressively learn\, build and apply new habits and skills that will transform their psychology and performance and encourage them to be themselves (no scripts!)\, resulting in improved engagement\, increased efficiency and increased effectiveness on every customer interaction. \nUnlock the superstars in your team and empower them with premium call-handling skills that will assist them in dealing with any inbound enquiry or customer type for any industry\, product or service! \n9 hours of training delivered over 3 x 3-Hour Sessions \nThe Customer Service Phone Professional public course is a 9-hour course spaced out over 3 x 3-hour sessions\, enabling your employees to learn and apply their new skills in between sessions and minimise the impact of off-phone learning. \nWhilst this is a public course (meaning anyone can purchase a ticket)\, this course is also available for private bookings (just for your employees) that enable greater flexibility with the course dates\, times and duration (e.g. we could deliver it over 2 x 4.5-hour sessions or a single full-day session) – contact us for further information. \nSession 1\n1. The Psychology of Customers\nAn exploration of what customers want\, what customers need and why. \n2. The Five Degrees of Service\nIntroduction & exploration of the five core competencies that impact great customer service based on the ACXPA Contact Centre Quality Standards. \n3. Engage\nCreate strong first impressions & have an immediate impact from the start of any phone call. \nSession 2\n4. Discover\nHave better needs-based conversations with mirroring\, empathy & listening. \n5. Educate\nPersonalised solutions with proactive checks for improved experiences and resolution. \n6. Close\nFinish any conversation with structure and warmth with a dose of gratitude. \nSession 3\n7. Energy & Empathy\nHow to sound fresh and engaging whilst projecting confidence and clarity. \n8. Dealing with Difficult Customers\nA powerful 2-step method for responding to challenging customers\, emotions & situations. \n9. Bring it all together\nEmbed new call habits learnt through practice with variable contexts and call types. \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-phone-professionals-december-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/09/Customer-Service-Phone-Professionals-training-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231205T130000
DTEND;TZID=Australia/Melbourne:20231205T160000
DTSTAMP:20260423T021530
CREATED:20230919T001340Z
LAST-MODIFIED:20240429T090617Z
UID:10000182-1701781200-1701792000@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (December 2023)
DESCRIPTION:Customer Service Phone Essentials course (December 2023)\nThe December 2023 Customer Service Phone Essentials course is designed as a short-duration (3-hour) course perfect for new starters who need to learn the basics of good customer service or for existing employees who are a little stale and have never been taught the fundamentals. \nThe course goes beyond traditional customer service training tropes such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’. \nThis program has been three decades in the making and is based on the ACXPA Contact Centre Quality Standards\, leveraging the insights and assessment of more than 50\,000 phone calls to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience. \nCrucially\, we don’t teach scripts (they don’t work!)\, but we do provide your employees with a proven\, reliable structure for phone calls that will enable them to communicate in key moments with energy\, empathy and simplicity. \nIncluded Modules\n1. How to Engage\nHow to create a strong first impression and impact at the start of any phone call by showing strong ownership and intent\, managing expectations and building trust and confidence to set up the call for success. \n2. How to Close\nHow to create a lasting final impression and confident finish to conversations through a simple method of strong final checks\, expressions of gratitude and thanks in a warm farewell. Staff will learn how to avoid those often awkward\, clunky finishes. \n3. How to Educate\nParticipants learn how to proactively educate customers through consistent checks of understanding and comfort with key information provided. to gain verbal nods and insight to make good judgements as to what else is needed. \n4. Energy & Empathy\nExploration of the critical phone communication techniques and underlying psychology behind acknowledging and empathising with customer concerns and objections. \nThey will learn how to diffuse emotion and take ownership to satisfy both a customer’s emotional and transactional needs. \nThe modules are designed to have an immediate impact – delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone. \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-december-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/09/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:20231205T090000
DTEND;TZID=Australia/Melbourne:20231205T170000
DTSTAMP:20260423T021530
CREATED:20221128T030921Z
LAST-MODIFIED:20240429T090618Z
UID:10000060-1701766800-1701795600@shop.acxpa.com.au
SUMMARY:Real-Time WFM for Contact Centre Analysts (December 2023)
DESCRIPTION:WFM Real-Time Analyst for Contact Centres training course\nWorkforce management is one of the most critical functions in a contact centre\, so it is important to ensure everyone on the WFM team has the skills and knowledge they need to be successful. \nThe December 2023 Real-Time WFM for Contact Centre Analysts training course is specifically designed for Real-Time Analysts (RTAs) in a Contact Centre to ensure they have the tools they need to make better decisions\, encourage more efficient planning\, and improve your customers’ experience. \nIt covers everything from workforce planning fundamentals to tracking and analysis as well as what needs to be considered when things don’t go to plan such as adjusting rosters\, break times\, queue allocations and so on. \nIn larger contact centres\, the Real-Time Analyst is typically a dedicated role (or roles). If you are in a smaller centre where you have to wear multiple hats\, we recommended the Workforce Management for Practitioners training course that covers all you need to know about WFM. \nFinally\, the principles and techniques taught in this course are vendor agnostic and are not dependent on the type/brand of WFM software you are using. \nThis course includes four core modules:\n1. Introduction to Workforce Management \nWith over 70% of contact centre operating costs being related to personnel\, it is critical to ensure the right number of staff are in place to optimise the customer experience. \nYou will gain an understanding of what workforce management is; why it is so important and the challenges that organisations face when trying to optimise the customer experience. \n2. Workforce Planning Fundamentals\nAs a Real-Time Analyst\, it is important to understand the basics of workforce management. \nIn this module\, we provide insight into the importance of workforce planning. This includes an overview of forecasting and scheduling as well as why multi-skilling is important. \n3. Tracking and Analysis\nOnce the plan has been created\, it’s important to track what is happening and analyse the results. As an RTA\, this is one of the primary tasks. \nReal-Time Analysts will learn what they need to be looking at and how to spot any variances from what was planned. \n4. Intervention and Recommendations\nEven with the best planning\, things change. Events happen that can increase or decrease customer demand\, schedules change and RTA’s need to take actions to try to ensure the best and most consistent service outcome. \nThe final module covers why intervention is often required; how to manage exceptions; when to re-forecast and how best to provide recommendations to the business.
URL:https://shop.acxpa.com.au/event/real-time-wfm-for-contact-centre-analysts-december-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/Real-Time-Analyst-for-Contact-Centres-training-course-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231130T130000
DTEND;TZID=Australia/Melbourne:20231130T160000
DTSTAMP:20260423T021530
CREATED:20231103T091337Z
LAST-MODIFIED:20240429T090619Z
UID:10000200-1701349200-1701360000@shop.acxpa.com.au
SUMMARY:Customer Service Reception Essentials (November 2023)
DESCRIPTION:November 2023 Customer Service Admin/Reception Essentials\nThe Customer Service Reception Essentials course is designed as a short-duration (3-hour) training course designed to provide new employees working in reception/admin/office roles that have to handle customers in person and/or over the phone with the core customer service fundamental skills that will assist them in delivering great face-to-face\, phone and email customer service. \nAs well as for new employees\, this course also serves as a great ‘refresher’ course for existing employees who are a little stale or learnt ‘on the job’ and were never taught professional skills. \nWhile this is a short customer service course of only 3 hours\, it’s been decades in the making and goes well beyond the traditional customer service training tropes such as ‘always smile’ or ‘ask the customer how their day has been’. \nIt leverages the insights and assessment from measuring and observing thousands of customer service interactions and over 30 years of training\, coaching and assessing. \n6 Included Modules:\nThe modules are designed to have an immediate impact on the confidence in your employees dealing with customers and deliver improved customer service for your business. \n1. How to Engage\nHow to create a strong first impression and impact at the start of any service interaction by using effective body language\, showing strong ownership and intent\, managing expectations and building trust and confidence in the customer. \n2. How to Close\nHow to create a lasting final impression and confident finish to any customer conversation through a simple method of strong final checks\, expressions of gratitude and thanks in a warm farewell. Staff will learn how to avoid those often awkward\, clunky finishes. \n3. How to Educate\nParticipants learn how to initiate open conversations to identify customer needs and then proactively educate customers with tailored\, personalised information. \n4. Body Language & Voice Projection\nParticipants will explore and practice the use of good posture\, breathing\, vocal delivery and body language to enable strong face-to-face and phone communication that builds confidence and trust in customers. \n5. Dealing with Difficult Customers\nParticipants will explore and practice a simple 2-step method for dealing with more difficult customers with effective use of appropriate body language\, words and empathy. \n6. Email Essentials\nCritical tips and techniques to transform your emails when responding to customer enquiries to better engage the reader and deliver information in a clear & concise manner. \nThe modules are designed to have an immediate impact in improved confidence for your employees working with customers that deliver better outcomes for your business. \nLearn more about the course and secure tickets at the link below.
URL:https://shop.acxpa.com.au/event/customer-service-reception-essentials-november-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/11/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:20231129T130000
DTEND;TZID=Australia/Melbourne:20231129T160000
DTSTAMP:20260423T021530
CREATED:20230912T024351Z
LAST-MODIFIED:20240429T090620Z
UID:10000179-1701262800-1701273600@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Essentials (November 2023)
DESCRIPTION:Inbound Phone Sales Essentials (November 2023) Training course\nThe Inbound Phone Sales Essentials (November 2023) Training course is designed as a short-duration course (3 hours) for employees who handle (or are about to handle) sales-related phone calls. \nThe premium sales skills training is aligned to the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards that have been refined and optimised over three decades to identify the behaviours that influence results. \nIt’s also the same framework used to assess the sales performance of contact centres each month with the results published in the Australian Contact Centre Rankings. \nPut simply\, the course teaches premium call-handling sales skills that are proven to work for any product\, service or industry\, whether it’s in a contact centre environment or just answering the phone in your workplace (office\, warehouse\, etc). \nIt’s based on a sales-from-a-service paradigm that delivers high engagement with your customers (not hard\, pushy tactics) resulting in happier customers and more business. \nSales Conversion\, Sales Volumes\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement – however you measure your success\, are all positively impacted as your employees learn to be more efficient and effective when customers contact your business looking for solutions to their needs. \nDelivered over a single 3-hour session\, we’ll teach your employees a structured yet natural approach (no scripts!) that encourages them to be themselves and build rapport with customers\, delivering an immediate improvement in sales results for your business! \nIncluded Modules\n1. How to Engage\nHow to nail the first 10-20 secs of any call and bridge to needs discovery with confidence. \n2. Discover\nTechniques to have better conversations to establish what customers want to achieve. \n3. How to Close\nHow to make it easy for customers to buy in a way that makes them feel great about their decision and the experience. \n\n\nThe course is the perfect way for your employees to learn the essential phone sales call behaviours and consumer sales psychology required to deliver superior phone experiences and sales outcomes. \nThere’s plenty of role-playing and practice built in to ensure employees can put their new skills to work with the practice conducted in a safe\, fun and welcoming online environment. \nAt the end of the course\, trainees will be provided with a certificate of achievement and be armed with new skills to help them and your business to succeed. \n\n\n\n\n\n\n\n\n\n\n\n\n\nLearn more about the course and secure your ticket(s) on the link below. \n 
URL:https://shop.acxpa.com.au/event/inbound-phone-sales-essentials-november-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/09/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:20231128T100000
DTEND;TZID=Australia/Melbourne:20231128T130000
DTSTAMP:20260423T021530
CREATED:20231102T073908Z
LAST-MODIFIED:20240429T090621Z
UID:10000199-1701165600-1701176400@shop.acxpa.com.au
SUMMARY:Customer Service Reception PRO (November 2023)
DESCRIPTION:Customer Service Reception PRO (November 2023) Course Overview\nAre you looking to equip your employees with premium customer service skills to take your business to the next level? \nThe November 2023 Customer Service Reception PRO course will equip your employees with premium skills to deliver consistent customer service across face-to-face\, phone & email channels. \nThe course is specifically designed for employees who deal with customers in their day-to-day roles\, including receptionists\, office administration\, front-of-house employees in medical/dental/veterinary practices and so on. \nThe course is delivered over 3 x 3-hour sessions on different days (a total of 9 hours) to enable you to upskill your employees with minimal operational impact. \nYour employees will progressively learn\, build and apply new habits and skills that will transform their psychology and performance\, positively impacting your customers and business like never before. \nThis course has been developed and is delivered live by Simon Blair\, and having been refined over decades of training customer service staff in diverse roles and industries; it’s not just a course full of theory – it’s designed to deliver immediate results! \n9 Course Modules\nThe November 2023 Customer Service Reception PRO course is designed first to influence the psychology of participants to start viewing service from a customer perspective rather than their own internal\, operational mindset. \nThe service experience model that forms the basis of the program\, ‘The 5 Degrees of Customer Experience’\, is introduced sequentially\, building competency and new habits in a staged approach. \nWe’ve also included a module to master the skills of handling difficult customers that will not only reduce your staff’s anxiety in handling those tough situations but also help your business by reducing the number of frustrated customers. \nPlenty of role-playing and practice is built in to ensure staff can put their new skills to work with the practice conducted in a safe\, fun and welcoming online environment. \nAt the end of the course\, trainees will be provided with a certificate of achievement and\, most importantly\, be empowered with new skills that will help them succeed in their role and help improve the outcomes for your business. \nModules Overview\n1. The Psychology of Customers\nAn exploration of what customers want\, what customers need and why. \n2. The Five Degrees of Customer Experience\nIntroduction & exploration of the Five Degrees of Customer Experience service model. \n3. Engage\nHow to create strong first impressions & have an immediate impact from the start of any face-to-face or phone customer interaction. \n4. Discover\nLearn how to be better at starting open conversations and then using mirroring and labelling techniques to identify what matters most to customers and their needs from you. \n5. Educate\nHow to provide personalised solutions with proactive checks for improved experiences and resolution. \n6. Close\nHow to finish any conversation with structure and warmth with a dose of gratitude. \n7. Body Language\, Energy & Empathy\nHow to look and sound fresh and engaging whilst projecting confidence and clarity. \n8. Dealing with Difficult Customers\nA powerful 2-step method for responding to challenging customers\, emotions & situations. \n9. Email Best Practices\nAn email writing workshop that reveals simple but powerful guidelines and methods for writing clear\, concise & effective email responses that engages the reader and triggers positive emotional responses. \nLearn more about the course and secure your ticket(s) using the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-reception-pro-november-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/10/Customer-Service-Reception-Pro-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231116T123000
DTEND;TZID=Australia/Melbourne:20231117T163000
DTSTAMP:20260423T021530
CREATED:20230727T045458Z
LAST-MODIFIED:20240429T090621Z
UID:10000157-1700137800-1700238600@shop.acxpa.com.au
SUMMARY:Managing Difficult Customers (November 2023)
DESCRIPTION:How to Manage Difficult Customers Training Course\nThe November 2023 Managing Difficult Customers training course teaches employees how to identify the different types of difficult customers and situations and then how to identify and apply the correct solutions with confidence and increased resilience.  \nFrom learning how to negotiate or how to say NO! effectively and with professionalism\, the Managing Difficult Customers Training Course is the ideal course to help you or your team members handle difficult situations with grace and style.  \nThis course isn’t just a few words and phrases to use – it’s a comprehensive\, high-quality program that’s been refined over decades\, delivered over 2 x 4-hour sessions that will make a lasting lifetime impact. \nThe course is suitable for:\nThe Managing Difficult Customers course is suitable for anyone who deals with customers with typical roles including: \n\nContact Centre agents (sales or service)\nCustomer service staff\nRetail/counter staff\nAdministration/Office staff\nEducation/Teachers\nSmall Business owners\nSales/Account Management\nComplaints teams\nTeam Leaders\nManagers\n\nWith a customer review score of 4.8/5\, this course is loved by attendees and will provide them with new-found confidence they can apply immediately! \nCore modules include:\nModule 1. Considering Human Behaviour\n\nUsing Transactional Analysis to understand Customer behaviour and our own behaviour\nThe issue of changing someone else’s character\nThe issue of ‘satisfying’ an Unhappy Customer\n\nModule 2. Classifying the Classic Types of Difficult Situations\nLearn the differences between them all the different types of difficult customers and how to handle them including: \n\nThe Abusive Customer\nThe Irritating Customer\nThe Unhappy Customer\n\nModule 3. Service Skills Requirements \nThe Classic use of Listening: \n\nDeciding whether to use Empathy or Affirmation\nWhat are the 5 levels of Empathy?\nWhat you must do when interacting with someone who is upset\n\nModule 4. Understanding your solution options\nWe’ll teach our proprietary UNER (R) model that will guide you on: \n\nHow to Say YES\nHow to say NO\nHow to explain WHY\nHow to provide a Conditional or Creative YES\nHow and when to Escalate\n\nClick the link below to learn more about the course and to secure your tickets.
URL:https://shop.acxpa.com.au/event/managing-difficult-customers-november-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/07/How-to-Manage-Difficult-Customers-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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DTSTART;TZID=Australia/Melbourne:20231115T090000
DTEND;TZID=Australia/Melbourne:20231117T120000
DTSTAMP:20260423T021530
CREATED:20230919T020408Z
LAST-MODIFIED:20240429T090622Z
UID:10000183-1700038800-1700222400@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (November 2023)
DESCRIPTION:Customer Service Phone Professionals November 2023 Training Course\nThe November 2023 Customer Service Phone Professionals training course is designed to provide your employees with advanced customer service skills to deliver superior phone experiences day after day\, call after call. \nThis program has been three decades in the making and is based on the ACXPA Quality Insights Score framework\, leveraging the insights and assessment of more than 50\,000 phone calls to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience. \nDelivered over 3 x 3-hour sessions (for a total of 9 hours of training) by an industry professional\, we’ll teach your employees a structured yet natural approach (no scripts!) that is aligned to 18 core competencies that are proven to improve customer satisfaction no matter how you measure it\, i.e. First Contact Resolution\, Customer Satisfaction\, Net Promoter Score\, Call Quality\, Employee Engagement or just happier customers! \nYour employees will be coached to progressively learn\, build and apply new habits and skills that will transform their psychology and performance and encourage them to be themselves (no scripts!)\, resulting in improved engagement\, increased efficiency and increased effectiveness on every customer interaction. \nUnlock the superstars in your team and empower them with premium call-handling skills that will assist them in dealing with any inbound enquiry or customer type for any industry\, product or service! \n9 hours of training delivered over 3 x 3-Hour Sessions \nThe Customer Service Phone Professional public course is a 9-hour course spaced out over 3 x 3-hour sessions\, enabling your employees to learn and apply their new skills in between sessions and minimise the impact of off-phone learning. \nWhilst this is a public course (meaning anyone can purchase a ticket)\, this course is also available for private bookings (just for your employees) that enable greater flexibility with the course dates\, times and duration (e.g. we could deliver it over 2 x 4.5-hour sessions or a single full-day session) – contact us for further information. \nSession 1\n1. The Psychology of Customers\nAn exploration of what customers want\, what customers need and why. \n2. The Five Degrees of Service\nIntroduction & exploration of the five core competencies that impact great customer service based on the Australian Contact Centre Quality Framework. \n3. Engage\nCreate strong first impressions & have an immediate impact from the start of any phone call. \nSession 2\n4. Discover\nHave better needs-based conversations with mirroring\, empathy & listening. \n5. Educate\nPersonalised solutions with proactive checks for improved experiences and resolution. \n6. Close\nFinish any conversation with structure and warmth with a dose of gratitude. \nSession 3\n7. Energy & Empathy\nHow to sound fresh and engaging whilst projecting confidence and clarity. \n8. Dealing with Difficult Customers\nA powerful 2-step method for responding to challenging customers\, emotions & situations. \n9. Bring it all together\nEmbed new call habits learnt through practice with variable contexts and call types. \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-phone-professionals-november-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/09/Customer-Service-Phone-Professionals-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231114T130000
DTEND;TZID=Australia/Melbourne:20231114T160000
DTSTAMP:20260423T021530
CREATED:20230919T001157Z
LAST-MODIFIED:20240429T090623Z
UID:10000181-1699966800-1699977600@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (November 2023)
DESCRIPTION:Customer Service Phone Essentials course (November 2023)\nThe November 2023 Customer Service Phone Essentials course is designed as a short-duration (3-hour) course perfect for new starters who need to learn the basics of good customer service or for existing employees who are a little stale and have never been taught the fundamentals. \nThe course goes beyond traditional customer service training tropes such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’. \nThis program has been three decades in the making and is based on the ACXPA Contact Centre Quality Standards\, leveraging the insights and assessment of more than 50\,000 phone calls to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience. \nCrucially\, we don’t teach scripts (they don’t work!)\, but we do provide your employees with a proven\, reliable structure for phone calls that will enable them to communicate in key moments with energy\, empathy and simplicity. \nIncluded Modules\n1. How to Engage\nHow to create a strong first impression and impact at the start of any phone call by showing strong ownership and intent\, managing expectations and building trust and confidence to set up the call for success. \n2. How to Close\nHow to create a lasting final impression and confident finish to conversations through a simple method of strong final checks\, expressions of gratitude and thanks in a warm farewell. Staff will learn how to avoid those often awkward\, clunky finishes. \n3. How to Educate\nParticipants learn how to proactively educate customers through consistent checks of understanding and comfort with key information provided. to gain verbal nods and insight to make good judgements as to what else is needed. \n4. Energy & Empathy\nExploration of the critical phone communication techniques and underlying psychology behind acknowledging and empathising with customer concerns and objections. \nThey will learn how to diffuse emotion and take ownership to satisfy both a customer’s emotional and transactional needs. \nThe modules are designed to have an immediate impact – delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone. \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-november-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/09/Customer-Service-Phone-Essentials-training-course-in-Australia.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231108T090000
DTEND;TZID=Australia/Melbourne:20231108T170000
DTSTAMP:20260423T021530
CREATED:20221125T084302Z
LAST-MODIFIED:20230523T020710Z
UID:10000052-1699434000-1699462800@shop.acxpa.com.au
SUMMARY:WFM for Contact Centre Team Leaders (November 2023)
DESCRIPTION:Workforce Management for Team Leaders (November 2023 class)\nWorkforce Management is an important function in contact centres but one that is often misunderstood by people outside the WFM team. \nDesigned by the team at CallDesign\, this November 2023 WFM for Contact Centre Team Leaders course is designed specifically for call centre team leaders\, managers and anyone with a stake in the workforce management process to help them better understand the challenges involved; the impact on the day of staff movements and strategies that can be put in place to optimise the process. \nThe November 2023 WFM for Contact Centre Team Leaders course is designed to give your managers the tools they need to make better decisions\, encouraging more efficient planning and delivering a better experience for your customers. \nFour Key Modules\n1. Introduction to Workforce Management\n\nThe role of workforce management\nWhy workforce planning is so important\nThe challenges associated with optimising the customer experience\n\n2. Workforce Management 101\n\nForecasting- how and why historical data is analysed and the drivers that influence demand\nScheduling- balancing customer service requirements and meeting service level goals with the scheduling preferences of your staff\nReal-time management/ Service Level Planning – strategies to optimise staffing decisions throughout the day\n\n3. The Power of One\n\nThe impact each individual has on the customer experience\nThe impact on workload\, occupancy and service level when staff are not where they should be\n\n4. Workforce Engagement Management\n\nThe basic principles of staff motivation\nRecognition and rewards strategies\nProven techniques to ensure workforce engagement success
URL:https://shop.acxpa.com.au/event/wfm-for-contact-centre-team-leaders-november-2023/
LOCATION:Zoom
CATEGORIES:Site Tour
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/Workforce-Planning-for-Team-Leaders-in-a-call-centre-training-course-3.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231031T130000
DTEND;TZID=Australia/Melbourne:20231102T160000
DTSTAMP:20260423T021530
CREATED:20230912T034405Z
LAST-MODIFIED:20231118T224717Z
UID:10000180-1698757200-1698940800@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Professional Course (October 2023)
DESCRIPTION:Inbound Phone Sales Professional Course (October 2023)\nThe Inbound Phone Sale Professional (October 2023) Training course will teach your phone-based employees (e.g. call centre\, phone sales\, admin team) a set of premium call-handling sales skills and advanced behaviours needed for sales success that is proven to work for any product\, service or industry. \nThe training is aligned to the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Framework that has been refined and optimised over three decades\, and is the same framework used to assess the sales performance of contact centres that is published in the Australian Contact Centre Industry Benchmarking Data each month. \nThe five core competencies and specific behaviour taught to your employees will influence a perspective and approach that shifts the focus from using a traditional ‘sales process’ to one that makes it easier for customers to buy. \nThe Buying versus Selling method is perfect for those people and cultures where sales is resisted or looked upon as a fearful or negative thing either internally or by your customers. \nIt’s a sales-from-a-service paradigm that actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call. \nSales Conversion\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted as your staff learn to be both more efficient and effective when customers contact you looking for solutions to their needs. \nDelivered over 3 x 3-hour sessions to minimise operational impact\, we’ll teach a structured yet natural approach (no scripts!) that encourages staff to be themselves and build rapport with customers\, resulting in increased sales opportunities. \nNot only will your contact centre/phone-based employees come away with increased knowledge and skills in premium call handling\, but they’ll also be armed with behaviours that will deliver improved job satisfaction and business outcomes. \nCore Modules include:\n1. Engage\nAn exploration of why customers buy; the first 30 seconds of conversation to personalise; How to build trust as the foundation for customer buying decisions. \n2. Energy\, Empathy & Resilience\nBreathing\, the power of the pause to sell in the silence\, staying resilient in the face of repetition\, vibrant delivery with empathy. \n3. A Bridge to Conversation\nHow to build and execute multiple 3-part bridging statements that manage customer expectations around your sales method to solidify trust and transition the call into a targeted conversation. \n4. Discover\nA deep exploration and practice in the art of conversation to get customers to reveal key insights into what they want to achieve and exactly what they need from you to make a decision to buy. \n5. Educate & Close\nHow to paint pictures in the mind of the customer with your words as to how your product/service will deliver what they wanted to achieve; how to ask for the business; how to validate the buying decision; how to show true appreciation to finish the call. \n6. Bring it Together\nPractice of entire calls; individual progress updates; priority next steps and action plans; Certificate of Achievement awarded! \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/inbound-phone-sales-professional-course-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/09/Inbound-Sales-Phone-Professional-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231025T130000
DTEND;TZID=Australia/Melbourne:20231025T160000
DTSTAMP:20260423T021530
CREATED:20230912T023120Z
LAST-MODIFIED:20231118T050539Z
UID:10000178-1698238800-1698249600@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Essentials (October 2023)
DESCRIPTION:Inbound Phone Sales Essentials (October 2023) Training course\nThe Inbound Phone Sales Essentials (October 2023) Training course is designed as a short-duration course (3 hours) for employees who handle (or are about to handle) sales-related phone calls. \nThe training is aligned to the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Framework that has been refined and optimised over three decades\, and is the same framework used to assess the sales performance of contact centres that is published in the Australian Contact Centre Industry Benchmarking Data each month. \nThe course provides insight into premium call handling sales skills proven to work for any product\, service or industry with a sales focus. \nIt’s based on a sales-from-a-service paradigm that actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call. Sales Conversion\, Sales Volumes\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted as your employees learn to be both more efficient and effective when customers contact your business looking for solutions to their needs. \nDelivered over 1 x 3-hour session\, we’ll teach a structured\, natural approach (no scripts!) that encourages your employees to be themselves and build rapport with customers\, resulting in increased sales opportunities. \nIncluded Modules\n1. How to Engage\nHow to nail the first 10-20 secs of any call and bridge to needs discovery with confidence. \n2. Discover\nTechniques to have better conversations to establish what customers want to achieve. \n3. How to Close\nHow to make it easy for customers to buy in a way that makes them feel great about their decision and the experience. \nLearn more about the course and secure your ticket(s) on the link below.
URL:https://shop.acxpa.com.au/event/inbound-phone-sales-essentials-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/09/Inbound-Phone-Sales-Essentials-Training-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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