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DTSTART;TZID=Australia/Melbourne:20231211T130000
DTEND;TZID=Australia/Melbourne:20231211T160000
DTSTAMP:20260423T035812
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:20260423T035812
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231206T130000
DTEND;TZID=Australia/Melbourne:20231208T160000
DTSTAMP:20260423T035812
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:20260423T035812
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:20260423T035812
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:20260423T035812
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:20260423T035812
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:20260423T035812
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231116T123000
DTEND;TZID=Australia/Melbourne:20231117T163000
DTSTAMP:20260423T035812
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231115T090000
DTEND;TZID=Australia/Melbourne:20231117T120000
DTSTAMP:20260423T035812
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231114T130000
DTEND;TZID=Australia/Melbourne:20231114T160000
DTSTAMP:20260423T035812
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231108T090000
DTEND;TZID=Australia/Melbourne:20231108T170000
DTSTAMP:20260423T035812
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231031T130000
DTEND;TZID=Australia/Melbourne:20231102T160000
DTSTAMP:20260423T035812
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231025T130000
DTEND;TZID=Australia/Melbourne:20231025T160000
DTSTAMP:20260423T035812
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231024T130000
DTEND;TZID=Australia/Melbourne:20231024T160000
DTSTAMP:20260423T035812
CREATED:20230819T000027Z
LAST-MODIFIED:20231118T050432Z
UID:10000176-1698152400-1698163200@shop.acxpa.com.au
SUMMARY:Customer Service Reception Essentials (October 2023)
DESCRIPTION:October 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-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/08/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:20231024T123000
DTEND;TZID=Australia/Melbourne:20231024T163000
DTSTAMP:20260423T035812
CREATED:20230524T095106Z
LAST-MODIFIED:20230616T034029Z
UID:10000126-1698150600-1698165000@shop.acxpa.com.au
SUMMARY:How to Manage and Lead Contact Centre Employees (October 2023)
DESCRIPTION:How to Manage and Lead Contact Centre Employees (October 2023)\nThere is overwhelming evidence that businesses that focus on improving the Employee Experience (EX) outperform organisations that don’t. \nAnd while that may not be an earth-shattering revelation\, the reality is the majority of employee engagement surveys conducted continually suggest it’s an area most organisations are not performing well at. \nDrawing from our work with Contact Centre Managers & Team Leaders around the world\, we designed this How to Lead and Manage Contact Centre Employees October 2023 training course to help Team Leaders and managers understand the practices\, behaviours & practical ideas to lead\, engage and create a better experience for their employees (e.g. Employee Experience). \nThe four online modules (each four hours in duration) will provide participants with the skills to create amazing workplaces arming them with the critical components that make a great leader: \n\nLeadership and Management\nEmpowering Team Leaders to succeed\nPerformance management & conversations\nEmployee Engagement and Culture\n\nThe modules are a combination of theory\, great stories\, lots of practice and of course\, all delivered in a fun and welcoming environment that will ensure that you’ll be ready to put your skills straight to work with confidence at the end of the course. \nDelivered by global expert Daniel Ord\, this is one course not to be missed for anyone looking to be a world-class contact centre leader. \nLearn more about the course and secure your ticket on the link below.
URL:https://shop.acxpa.com.au/event/how-to-manage-and-lead-contact-centre-employees-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/How-to-Manage-and-Lead-Contact-Centre-Agents.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231017T130000
DTEND;TZID=Australia/Melbourne:20231019T160000
DTSTAMP:20260423T035812
CREATED:20230726T075516Z
LAST-MODIFIED:20230726T075516Z
UID:10000156-1697547600-1697731200@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (October 2023)
DESCRIPTION:Customer Service Phone Professionals October 2023 Training Course\nHave your employees ever been taught professional call-handling skills by customer service experts? \nMost people working in a customer service role have just ‘learnt on the job’\, so the October 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 course isn’t just basic platitudes like ‘smile’ when you are on a call. This course has been developed and refined over three decades and leverages the insights and assessment of more than 50\,000 phone calls to ensure it delivers more than just theory; it delivers results! \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 staff will be coached to progressively learn\, build and apply new habits and skills that will transform their psychology and performance and encourage your employees to be themselves\, 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 students to learn and apply their new skills in between sessions and minimise the impact of off-phone learning. \nPrivate courses can also be delivered (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 Degrees of Service call handling model. \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-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/07/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:20231010T130000
DTEND;TZID=Australia/Melbourne:20231010T160000
DTSTAMP:20260423T035812
CREATED:20230818T230824Z
LAST-MODIFIED:20230818T230847Z
UID:10000174-1696942800-1696953600@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (October 2023)
DESCRIPTION:Customer Service Phone Essentials course (October 2023)\nThe October 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 Quality Insights Score framework\, leveraging the insights and assessment of more than 50\,000 phone calls to determine the skills and competencies directly linked to impacting performance. \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-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/08/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:20231010T090000
DTEND;TZID=Australia/Melbourne:20231012T170000
DTSTAMP:20260423T035812
CREATED:20221125T082125Z
LAST-MODIFIED:20230523T020638Z
UID:10000049-1696928400-1697130000@shop.acxpa.com.au
SUMMARY:WFM for Practitioners (October 2023)
DESCRIPTION:WFM for Practitioners October 2023 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 October 2023 WFM for Practitioners 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 6 core modules delivered over 3 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 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 October 2023 WFM for Practitioners 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-for-practitioners-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/WFM-for-Practitioners-online-training-course-1-4.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231006T100000
DTEND;TZID=Australia/Melbourne:20231006T120000
DTSTAMP:20260423T035812
CREATED:20230303T012704Z
LAST-MODIFIED:20230728T025815Z
UID:10000097-1696586400-1696593600@shop.acxpa.com.au
SUMMARY:Customer Journey Mapping (October 2023)
DESCRIPTION:October 2023 Customer Journey Mapping training workshop\nHow do we level-up our customer experience from good to great? How do we build an understanding of what our customers really need? What is most important for our customers? How do we best drive customer-centred change in our organisation? \nEnter Customer Journey Mapping! \nIt provides invaluable insights into how customers interact with all aspects of a business – from their first contact to post-purchase follow-up. \nIt takes information and data collected across several touchpoints and helps to provide visibility into what’s working well and what areas could use improvement. \nNo matter where you are in your understanding and maturity of journey mapping\, this course will support you to create journey maps that enable measurable and sustainable change for your customers and organisation. \nFacilitated by the team at Humind\, join us and explore the fascinating world of customer journey mapping! \nWith the right know-how and resources\, you’ll be equipped to make customer journey mapping a priority in your organisation. \nThis course includes:\n\n4 x 2-hour live facilitated workshops (1 per week over 4 weeks)\nCustomer Journey Mapping toolkit that contains templates and job aids that will enable you to lead a journey mapping project from end-to-end\n3 x 30-minute private coaching sessions\n\n  \nLearn more and secure your ticket on the link below.
URL:https://shop.acxpa.com.au/event/customer-journey-mapping-october-23/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/03/Customer-Journey-Mapping-Training-Workshop-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231005T123000
DTEND;TZID=Australia/Melbourne:20231006T170000
DTSTAMP:20260423T035812
CREATED:20230725T044936Z
LAST-MODIFIED:20230725T044936Z
UID:10000154-1696509000-1696611600@shop.acxpa.com.au
SUMMARY:Email Customer Service (October 2023)
DESCRIPTION:Email Customer Service (October 2023) Training Course\nThe Email Customer Service (October 2023) training course is designed to equip employees with the knowledge and skills they need to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts)  better manage complaints and customer enquiries received via email. \nBecause whilst there are lots of training options for phone-based customer service\, employees are often ill-equipped how to communicate via email properly. \nSo this is very much an ‘architecture’ program designed to empower frontline employees with the skills to craft great emails whether they work in a contact centre\, customer service team\, reception/office admin etc. What we do is facilitate\, step by step\, how to create an email that delivers the desired results and how to address the content needs and the tone needs. \nAs while each email has its own unique properties (determined by the customer)\, an underlying aspect and structure helps. \nThe Email Customer Service Course includes 4 modules:\nModule 1 – Using an email framework\nUsing a solid email writing framework makes such a big difference for success & efficiency in email writing.  We use and work through a 9-Step Framework and use this section to introduce each step and practice understanding each step using real emails. \nModule 2 – How to interpret customer emails\nThe email channel requires us to become detectives.  What does the customer really want?  How do they really feel?  Interpreting Tone and Content is a vital first step in figuring out what to say and how to say it. \nUsing a variety of exercises\, we learn to interpret better what customers want – so we can deliver a more relevant and human experience. \nModule 3 – Service Skills for Email\nService skills for phone calls?  Yes – we all know about that.  But understanding service skills for email – including the all-important ‘empathy’ – aren’t as widely known. \nWe cover the important similarities & differences in written vs. verbal formats. \nModule 4 – How to address tone and content\nWriting a great email – one that’s concise\, human and addresses the needs clearly – is an art & science. \nWith content\, we look at the inverted Pyramid writing structure\, the elimination of wordy phrases\, better word choices and even how to say NO when you need to. \nFor Tone\, we talk about dropping some of the silly phrases that exist out there so that emails sound like they come from a human being and not a machine. \nAnd we cover the fine art of writing positively. \nThis is one of our most important courses and applies to anyone who writes emails – whether to customers or even just to internal colleagues. \nFacilitated live over Zoom by global expert Daniel Ord (delivered over 2 x 4.5-hour sessions)\, the Email Customer Service (October 2023) training course will teach a structured process that is applicable to all email correspondence regardless of your products\, services or industry\, making it ideal for employees who have frequent communication with customers via the email channel. \nTo secure your tickets and learn more about the course\, click the link below.
URL:https://shop.acxpa.com.au/event/email-customer-service-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/07/Email-Customer-Service-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230920T130000
DTEND;TZID=Australia/Melbourne:20230920T160000
DTSTAMP:20260423T035812
CREATED:20230818T235803Z
LAST-MODIFIED:20231118T050344Z
UID:10000175-1695214800-1695225600@shop.acxpa.com.au
SUMMARY:Customer Service Reception Essentials (September 2023)
DESCRIPTION:September 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-september-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/08/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:20230919T133000
DTEND;TZID=Australia/Melbourne:20230919T153000
DTSTAMP:20260423T035812
CREATED:20230626T070140Z
LAST-MODIFIED:20230815T073909Z
UID:10000150-1695130200-1695137400@shop.acxpa.com.au
SUMMARY:September 2023 ACXPA Members Symposium
DESCRIPTION:Septemeber 2023 ACXPA Members Symposium\nJoin us live for the September 2023 ACXPA Members Symposium which this time\, is all about the Contact Centre! \nOn the 3rd Tuesday of each month\, we host a Members Symposium that is free for all ACXPA members\, allowing them to hear and learn from a minimum of five industry experts across a wide variety of topics for people working in contact centres\, customer experience\, digital service and customer service. \nEach presenter has a presentation for a maximum of 20 minutes and following the live streaming of all the presentations\, all the presenters join us live for a Q&A session to answer any questions\, provide additional insights etc. \n\n\nYou need to be an ACXPA Member to join the monthly Symposiums. See which membership is right for you >\n \n\nConfirmed Speakers and topics for the September 2023 ACXPA Members Symposium:\nSave the date! Speakers will be announced soon. \nThe September 2023 Members Symposium will have a contact centre theme so if you work in a contact centre\, this is one you don’t want to miss!
URL:https://shop.acxpa.com.au/event/september-2023-acxpa-members-symposium/
LOCATION:Live Stream
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/September-2023-ACXPA-Members-Symposium.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230919T123000
DTEND;TZID=Australia/Melbourne:20230919T153000
DTSTAMP:20260423T035812
CREATED:20230818T230535Z
LAST-MODIFIED:20230818T230636Z
UID:10000173-1695126600-1695137400@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (September 2023)
DESCRIPTION:Customer Service Phone Essentials course (September 2023)\nThe September 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 Quality Insights Score framework\, leveraging the insights and assessment of more than 50\,000 phone calls to determine the skills and competencies directly linked to impacting performance. \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-september-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/08/Customer-Service-Phone-Essentials-training-course-in-Australia.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230914T123000
DTEND;TZID=Australia/Melbourne:20230914T163000
DTSTAMP:20260423T035812
CREATED:20230524T011600Z
LAST-MODIFIED:20230727T200211Z
UID:10000124-1694694600-1694709000@shop.acxpa.com.au
SUMMARY:How to Assess and Coach Contact Centre Agent Performance (September 2023)
DESCRIPTION:How to Assess and Coach Contact Centre Agents (September 2023) training course\nThe How to Assess and Coach Contact Centre Agent Performance September 2023 training course is designed to equip Team Leaders with the skills and confidence to coach including the business reasons for why coaching is so important as well as practical guidelines for how (and why) you need to make time for coaching\, different approaches to coaching and the ‘how-to’ of coaching successfully using a 7-Step Coaching Process that has been used to successfully train thousands of Team Leaders around the world. \nParticipants are provided with insights and ideas to measure individual and Team Performance across both Quality and Productivity dimensions and they’ll leave this course with newfound confidence in how to manage both the ‘easy’ and more ‘challenging’ Coaching situations. \nDelivered by global Contact Centre expert Daniel Ord\, you can be assured this training is global best practice and it will provide Team Leaders with the skills they can implement immediately! \nTwo half-day (4-hour) sessions with four core modules:\nThis is one of our most popular workshops – because it’s practical\, full of insight and helps people improve their coaching skills – right away! We work through four interconnected and insight-rich modules across our two 4-hour sessions. \nSession 1\nModule 1. Team Leader Roles & Responsibilities\n\nAnalysing Team Leader roles & responsibilities\nThe 5 categories of roles & responsibilities\nConsidering where a Team Leader should be spending their time\nHow to evaluate contact centre agents across both Productivity & Quality dimensions\n\nModule 2. Monitoring practices that work\n\nThe 4 Strategic Objectives for Monitoring\nThe 5 Classic Forms of Monitoring\nThe Customer Service Vision and why it matters\nWhat goes into selecting\, defining & measuring Performance Standards\n\nSession 2\nModule 3. Calibration and getting on the same page\n\nDefining the who/what/when and how of Calibration\nThe 4 levels of Calibration and how each one works\nWhy Customer Satisfaction & Monitoring scores don’t always agree\n\nModule 4. Coaching Practices that work\n\nThe definition of Coaching\nCoaching best practices\nUsing Level 2 coaching to change behaviour\nThe 7-Step Process for Level 2 coaching\n\n  \nLearn more about the course and secure your tickets on the link below.
URL:https://shop.acxpa.com.au/event/how-to-assess-and-coach-contact-centre-agent-performance-september-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/How-to-assess-and-coach-contact-centre-agents-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230912T130000
DTEND;TZID=Australia/Melbourne:20230914T160000
DTSTAMP:20260423T035812
CREATED:20230726T071549Z
LAST-MODIFIED:20230726T071737Z
UID:10000155-1694523600-1694707200@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (September 2023 )
DESCRIPTION:Customer Service Phone Professionals September 2023 Training Course\nHave your employees ever been taught professional call-handling skills by customer service experts? \nMost people working in a customer service role have just ‘learnt on the job’\, so the September 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 course isn’t just basic platitudes like ‘smile’ when you are on a call. This course has been developed and refined over three decades and leverages the insights and assessment of more than 50\,000 phone calls to ensure it delivers more than just theory; it delivers results! \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 staff will be coached to progressively learn\, build and apply new habits and skills that will transform their psychology and performance and encourage your employees to be themselves\, 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 students to learn and apply their new skills in between sessions and minimise the impact of off-phone learning. \nPrivate courses can also be delivered (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 Degrees of Service call handling model. \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-september-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/07/Customer-Service-Phone-Professionals-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230907T123000
DTEND;TZID=Australia/Melbourne:20230907T170000
DTSTAMP:20260423T035812
CREATED:20230602T091453Z
LAST-MODIFIED:20230814T102315Z
UID:10000133-1694089800-1694106000@shop.acxpa.com.au
SUMMARY:Quality Frameworks for Contact Centres (September 2023)
DESCRIPTION:Quality Frameworks for Contact Centres (September 2023)\nThere is certainly no shortage of metrics available to measure quantitative performance in a contact centre – from the number of phone calls\, wait times\, Average Handle Time\, adherence\, occupancy\, and so on there are literally hundreds of different metrics to choose from. \nBut when it comes to measuring quality in the contact centre\, it’s where things really get tough. \nThere is no ‘off-the-shelf program you can purchase and there is no magic silver bullet in magically fixing all your quality issues in a contact centre. \nThe Quality Framework for Contact Centres September 2023 training course is completely agnostic and is not aligned with any technology vendors or consulting businesses trying to push their own agenda. It’s built on solid foundations of over 30 years of experience in global best-practice quality assurance programs in contact centres. \nCan you answer these questions?\nWhat is the standard greeting? Is a scoring mechanism of 1 to 5 or 1 to 10 better? Are you trying to achieve a fast and efficient service or provide a friendly service? What does good sound like? If you don’t ID the customer\, is that an automatic fail? Should you ask if there is anything else you can do to assist at the end of a call? How do we improve the quality of our customer service? \nHaving a robust QA framework for your Contact Centre is the answer to all these questions and so much more! \nThe course is delivered by global expert Daniel Ord and with an average review rating of 4.9/5 over the past 5 years\, you can be assured it’s a course that provides maximum value! \nTwo powerful workshops\nThe Quality Framework for Contact Centres (September 2023) training course is delivered online over two powerful workshops\, each approximately 4.5 hours in duration for a total of 9 hours of facilitated live learning. \nWorkshop 1\nModule 1: Decide what kind of service you plan to deliver\nThere isn’t one standard size\, flavour or type of service.  And people don’t necessarily know what their Customer Service is supposed to look like. It’s a leadership responsibility to define what kind of Service we deliver around here. \n\nUnderstanding how to use the Organization’s Mission\, Vision and Values\nCreating a Service Vision to guide your decisions & create alignment\nUnderstanding the 3 Sources of input for choosing Quality Standards\nUnderstanding the role of Customer Expectations for specific types of service and interactions and how to map those expectations into defining your Performance Standards\nIdentifying the difference between Activity-Based and Outcome-Based Standards and why that matters to your performance\nThe role of Journeys & Touchpoints\nThe Customer Experience Pyramid and how to use it\n\nModule 2: Standards & Forms – building the foundation\nForms are meant to guide everyone to the best possible performance for the kind of service you’ve selected. So documenting standards clearly – and designing forms that are clear and usable – means better outcomes for your QA program. \n\nUnderstanding Compliance based measures vs. Calibre based measures and why it matters\nUnderstand how to document Performance Standards clearly and effectively to ensure calibration both within and external to the Contact Centre & Customer touchpoints\nImportant considerations for your Monitoring Form\nEvaluate the samples provided\n\nWorkshop 2\nModule 3: Monitoring & Calibration practices that work\nMonitoring provides the data and calibration ensures equity & fairness. Let’s talk about how to set up your monitoring & calibration practices. \n\nDefining Monitoring\nDeciding the objectives for Monitoring\nThe 5 classic methods for Monitoring and how to craft a mix\nDefining Calibration and conducting effective calibration sessions\nThe 4 levels of Calibration\n\nModule 4:  Coaching & Development practices that work\n\nDefining Transaction Coaching and how it compares to ‘coaching’\nThe role of the Scorecard vs. the role of Future Coaching\nThe job functions of today’s Quality Assurance\nThe job functions of today’s Team Leader\nQA vs. Team Leader – who does what?\nTrend reporting – how to use it\nThe basics of a Transaction Coaching session\nSelf-coaching – when and how it works\n\nThe trainer for the Quality Framework for Contact Centres (September 2023) training course is Daniel Ord from OmniTouch International – recognised as one of the leading customer experience and contact centre trainers in the world with an average review score of 4.9/5.0 \nClick the button below to learn more and secure your tickets.
URL:https://shop.acxpa.com.au/event/quality-frameworks-for-contact-centres-september-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/Quality-Framework-for-Contact-Centres-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230906T090000
DTEND;TZID=Australia/Melbourne:20230906T170000
DTSTAMP:20260423T035812
CREATED:20221128T025327Z
LAST-MODIFIED:20230523T014616Z
UID:10000058-1693990800-1694019600@shop.acxpa.com.au
SUMMARY:Real-Time WFM for Contact Centre Analysts (September 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 team has the skills and knowledge they need to be successful. \nThe September 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. \nPlease note: 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-september-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.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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DTSTART;TZID=Australia/Melbourne:20230829T123000
DTEND;TZID=Australia/Melbourne:20230829T170000
DTSTAMP:20260423T035812
CREATED:20230521T113510Z
LAST-MODIFIED:20230727T082140Z
UID:10000123-1693312200-1693328400@shop.acxpa.com.au
SUMMARY:Customer Experience (CX) Management Training (August 2023)
DESCRIPTION:Customer Experience Management Fundamentals (August 2023)\nWith Customer Experience (CX for short) the hottest topic in business right now\, there are significant opportunities for individuals armed with the latest skills to position themselves as a CX Management leader and drive change based on a customer-centric culture to deliver real\, measurable results. \nIn the Customer Experience Management August 2023 Training course\, you’ll receive 18 hours of facilitated learning delivered via 4 x 4.5-hour live Zoom sessions\, teaching you the five core customer experience management skills and strategies based on the Internationally recognised CCXP certification (Certified Customer Experience Professional) ensuring the skills you learn are aligned to globally recognised\, vendor-agnostic\, best-practice techniques. \nAnd if that wasn’t enough\, you’ll learn CX Fundamentals directly from renowned global CX trainer Daniel Ord from OmniTouch International\, one of leading CX Trainers in the world. \nThis course is considered the Gold Standard primarily because of that reason – Daniel Ord. As you’ll notice in the testimonials\, Daniel is globally recognised as one of the industry’s most dynamic\, knowledgeable and engaging trainers. \nAnd whilst this course serves as the perfect preparation for those thinking of sitting for the CCXP exam (we have a 100% pass mark for those who choose to pursue their CCXP Certification)\, you don’t need to apply for the CCXP exam on completion of this course – you’ll be able to use and apply these global best-practice CX skills with or without an exam. \nWith lots of great case studies\, engaging course content that is constantly updated and fantastic customer reviews\, you can be assured this is the ideal path to learning global CX practices and processes. \nIn this course\, you’ll learn about the FIVE core CX Competencies:\n1: Customer Experience Strategy\nThe CX strategy defines and describes your intended customer experience\, how it links to your overall objectives and how it aligns to your brand values and attributes. \n2: Culture and Accountability \nLearn the building blocks of establishing a customer-centric culture across your business. \n3: Customer Insights and Understanding\nCustomer understanding is the thing that replaces everyone’s best guess about customers with real actionable insights using qualitative and quantitative research. And ensuring your organisation acts on Customer Insights. \n4: Design\, Implementation & Innovation\nLearn how to create new experiences or modify existing experiences that will help Stakeholders achieve their objectives. \n5: Metrics\, Measurement and ROI\nLearn how to choose the right CX Metrics and how to do the analysis and get the results out there including data architecture\, Return on Investment and Principles of Customer Valuation. \nTo learn more about the course and secure your ticket click the link below.
URL:https://shop.acxpa.com.au/event/customer-experience-cx-management-training-august-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Training-Course-for-Customer-Experience-Management.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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DTSTART;TZID=Australia/Melbourne:20230816T090000
DTEND;TZID=Australia/Melbourne:20230816T120000
DTSTAMP:20260423T035812
CREATED:20230520T225514Z
LAST-MODIFIED:20230616T033751Z
UID:10000117-1692176400-1692187200@shop.acxpa.com.au
SUMMARY:Customer Service Reception PRO (August 2023)
DESCRIPTION:Customer Service Reception PRO (August 2023) Course Overview\nThe Customer Service Reception PRO (August 2023 ) course is designed to equip your employees with advanced face-to-face\, phone & email customer service skills to deliver superior customer experiences day after day\, customer after customer. \nThe course is suitable for all employees who are expected to deal with customers in their day-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 August 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. Then the 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. \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-august-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Customer-Service-Reception-Pro-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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