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DTSTART;TZID=Australia/Melbourne:20231017T130000
DTEND;TZID=Australia/Melbourne:20231019T160000
DTSTAMP:20260423T054219
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:20260423T054219
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:20260423T054219
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:20260423T054219
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:20260423T054219
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:20260423T054219
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:20260423T054219
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:20260423T054219
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:20260423T054219
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:20260423T054219
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:20260423T054219
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
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230906T090000
DTEND;TZID=Australia/Melbourne:20230906T170000
DTSTAMP:20260423T054219
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230829T123000
DTEND;TZID=Australia/Melbourne:20230829T170000
DTSTAMP:20260423T054219
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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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230816T090000
DTEND;TZID=Australia/Melbourne:20230816T120000
DTSTAMP:20260423T054219
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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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230815T133000
DTEND;TZID=Australia/Melbourne:20230815T153000
DTSTAMP:20260423T054219
CREATED:20230626T070043Z
LAST-MODIFIED:20230814T031653Z
UID:10000149-1692106200-1692113400@shop.acxpa.com.au
SUMMARY:August 2023 ACXPA Members Symposium
DESCRIPTION:August 2023 ACXPA Members Symposium\nJoin us live for the August 2023 ACXPA Members Symposium! \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 > or jump straight to the options: Individual Membership   |   Business Membership   |   Vendor Membership \n \n\nConfirmed Speakers and topics for the August 2023 ACXPA Members Symposium:\nKey considerations before collecting Voice of the Customer Data\nUsing Voice of Customer data is key in any CX program. Before you start collecting data what do you need to consider ensuring data can be used to deliver the most value to your program?  These tips help you to future proof your data collection methods \nPresented by Linda Battin\, National CX & Insights Manager\, Compass Group Australia \n\nUnlocking data’s potential: Building engaging customer conversations\n  \n \nKevin is back to present some practical tips that can help CX Professionals deliver improved outcomes through the use of data. \nAnd if we’re lucky\, Kevin might throw in a few cooking tips as well (for those that don’t know Kevin was also a contestant on Masterchef)! \nIn this presentation\, you’ll learn how to: \n\nHarness data to gain deeper customer insights and create tailored messages that resonate\nAlign Campaign Strategy and Data: Develop a strategic campaign that aligns seamlessly with your data\nMeasure success with metrics and analytics: Quantify the impact of your data-driven campaigns using meaningful metrics\n\nPresented by Kevin Perry\, Director – Data and Personalisation & Data Driven Communications\, IVE Group \n\nIntroduction to Human-Centered Design (Part 2)\n  \n \nIn our four-part series of all things Human Centred Design\, in this presentation\, the focus is on how to identify problems and define opportunities for design. \nIn this presentation\, you’ll learn how to: \nPresented by Rod Netterfield\, Director – Humind
URL:https://shop.acxpa.com.au/event/august-2023-acxpa-members-symposium/
LOCATION:Live Stream
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/August-2023-ACXPA-Members-Symposium.jpg
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230809T130000
DTEND;TZID=Australia/Melbourne:20230809T160000
DTSTAMP:20260423T054219
CREATED:20230521T000554Z
LAST-MODIFIED:20230616T034209Z
UID:10000121-1691586000-1691596800@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Essentials (August 2023)
DESCRIPTION:Inbound Phone Sales Essentials (August 2023) Training course\nThe Inbound Phone Sales Essentials (August 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. \nThis is a training course that has been three decades in the making. It leverages the insights and assessment of over 50\,000 phone calls\, and a nearly 30-year career spent training and coaching phone skills. \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-august-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Acxpa-Inbound-Phone-Sales-Essentials-Training-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230809T090000
DTEND;TZID=Australia/Melbourne:20230811T120000
DTSTAMP:20260423T054219
CREATED:20240208T111800Z
LAST-MODIFIED:20240208T111800Z
UID:10000119-1691571600-1691755200@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Professional Course (August 2023)
DESCRIPTION:Inbound Phone Sales Professional Course (August 2023)\nThe Inbound Phone Sale Professional (August 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 five core competencies and specific behaviours within the Five Degrees methodology 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/ainbound-phone-sales-profesional-course-august-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Inbound-Sales-Phone-Professional-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230808T090000
DTEND;TZID=Australia/Melbourne:20230810T170000
DTSTAMP:20260423T054219
CREATED:20221125T081011Z
LAST-MODIFIED:20230523T020549Z
UID:10000048-1691485200-1691686800@shop.acxpa.com.au
SUMMARY:WFM for Practitioners (August 2023)
DESCRIPTION:WFM for Practitioners (August 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 August 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 August 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-august-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-1-3.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230808T083000
DTEND;TZID=Australia/Melbourne:20230808T163000
DTSTAMP:20260423T054219
CREATED:20230727T235447Z
LAST-MODIFIED:20231113T095113Z
UID:10000171-1691483400-1691512200@shop.acxpa.com.au
SUMMARY:livepro Forum 2023 Perth
DESCRIPTION:livepro Forum 2023\nThe registrations for livepro Forums 2023 are now officially open! This year\, we’re taking the event to multiple locations across Australia\, creating an opportunity to connect face-to-face for the first time in a few years! \nWhether you are already a part of the livepro community or exploring livepro’s offerings\, we warmly welcome you to join us for the day to learn\, share\, and collaborate on everything livepro has to offer. We also encourage you to bring along your colleagues from other departments that might be interested in expanding livepro to their team. \nThe agenda:\nWe’ve crafted an engaging interactive agenda for the livepro Forums 2023! The day will include guest speakers from livepro specialists in industries such as Local Government\, superannuation\, and insurance. In addition\, there will be: \n\nA deep-dive into the livepro roadmap including the latest developments;\nNetworking activities and a chance to engage with industry professionals;\nKnowledge management best practice tips to optimise your CX results;\nAnnouncing the livepro Awards 2023 winners and their achievements;\nand a livepro panelist Q&A session to cover off all the hot topics from integrations\, AI tools\, and cyber security.\n\nWe can’t wait to see you in Sydney\, Brisbane\, Melbourne\, Adelaide\, and Perth\, so be sure to get in early by registering below: \nSydney – 26 July 2023\, Wednesday| Kirribilli Club\nBrisbane – 27 July 2023\, Thursday | Marriott\nMelbourne – 1 August 2023\, Tuesday | Collins Square Event Centre\nAdelaide – 3rd August 2023\, Thursday | Stamford Plaza\nPerth – 8 August 2023\, Tuesday | Fraser Suites \nLearn more and book via the link below.
URL:https://shop.acxpa.com.au/event/livepro-forum-2023-perth/
LOCATION:Fraser Suites\, 10 Adelaide Terrace\, East Perth\, Western Australia\, 6004
CATEGORIES:Conference
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/Forum-General-scaled.jpg
ORGANIZER;CN="livepro":MAILTO:marketing@livepro.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230803T123000
DTEND;TZID=Australia/Melbourne:20230803T163000
DTSTAMP:20260423T054219
CREATED:20230403T061708Z
LAST-MODIFIED:20230727T203731Z
UID:10000106-1691065800-1691080200@shop.acxpa.com.au
SUMMARY:Live Chat course for Customer Service staff (August 2023)
DESCRIPTION:August 2023 Live Chat course for Customer Service staff\nToday\, the use of Live Chat conversations is growing amongst the Contact Centre\, Digital Service and Customer Service industry as customers continue to use different channels to engage with your business using communication channels that are most convenient to them. \nUnlike voice/phone conversations which have their own set of skill requirements\, there are some unique considerations for handling customers who choose to use Live Chat to contact your organisation. \nAs this form of contact is in writing\, most organisations are highly sensitive with regard to the protection of their brand and image\, as well as overall courtesy and writing skills. \nThis August 2023 Live Chat Customer Service training course is designed to assist frontline employees who handle live chat interactions whether it’s a contact centre agent\, customer service employee etc. \nWe address the role of Live Chat in the Customer Experience\, the 5 most important mistakes to avoid\, the use and abuse of pre-scripted functionality and the overall 4-Step structure that delivers best-practice live chat customer interactions. \nThe August 2023 Live Chat course for customer service is facilitated by global expert Daniel Ord and is delivered over two x four-hour online sessions. \nThree included modules:\nModule 1: Expectations\, Alignment and Customer Access\nWhilst we spend the bulk of this course teaching employees how to have great live chat conversations\, it always helps to have a big picture of what you want to achieve.  A purpose\, a mission – a vision.  Call it what you will. \nModule 2. Hygiene Factors for Live Chat\nHygiene factors are the basics.  Getting the basics right is expected.  But getting the basics wrong is all too easy sometimes. \nIn this section\, we cover what those basics are and how to make sure they stay in tip-top shape. \nModule 3. The Four-Step Process for Managing Live Chat Conversations \nNow comes the fun part! This is where we spend most of our time on this course – learning how to have great conversations on Live Chat.  Our 4-part structure along with practical tips at each step of the way makes it possible. \nLearn more about the course and secure your ticket on the link below.
URL:https://shop.acxpa.com.au/event/live-chat-course-for-customer-service-staff-august-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/04/Live-Chat-course-for-Customer-Service-staff.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230803T090000
DTEND;TZID=Australia/Melbourne:20230804T170000
DTSTAMP:20260423T054219
CREATED:20230526T061411Z
LAST-MODIFIED:20230526T061627Z
UID:10000127-1691053200-1691168400@shop.acxpa.com.au
SUMMARY:CMO Summit (August 2023)
DESCRIPTION:We are excited to announce that the Chief Marketing Officer/CMO Summit returns once again! \nThe CMO August 2023 Summit is an invitation-only\, premium forum bringing together leading marketing executives\, innovative agencies and solution providers. \nThe summit’s content is aligned with key marketing challenges and interests\, relevant market developments\, and practical\, progressive ideas and strategies adopted by successful pioneers. \nThe Summit provides a highly focused and interactive atmosphere to address and gain solutions specific to the core concerns of individual attendees. \nKey Topics for 2023: \n–           EFFICIENCY MEETS IMPACT\n–          DEEP INSIGHTS\, DEEPER LOYALTY\n–          INNOVATION AT ITS ESSENCE\n–          COMPELLING STORIES\, LASTING IMPRESSIONS\n–          REACHING NEW HEIGHTS\n–          AMPLIFYING SHARED VALUES \nNotable Speakers 2023: \n–           Phoebe Miller\, CMO – Made Group\n–           Liana Dubois\, CMO – Nine\n–           Tamara Howe\, CMO – SunRice\n–           Ryan Gracie\, CMO – MyDeal.com.au\n–          Nick Emery\, Former Chief Customer & Digital Officer – Crown Resorts\n–          Anubha Sahasrabuddhe\, Chief Growth Officer – Lion \n+25 more notable speakers! \nRegister your interest here or directly contact Stavros Karelidis at stavroska@marcusevanscy.com or call at +357 22849378.
URL:https://shop.acxpa.com.au/event/cmo-summit-august-2023/
LOCATION:The Star Gold Coast\, 1 Casino Drive\, Broadbeach\, Queensland\, 4218\, Australia
CATEGORIES:Conference
ATTACH;FMTTYPE=image/png:https://shop.acxpa.com.au/wp-content/uploads/2023/05/ACXPA-Event-Banner-1200x630-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230803T083000
DTEND;TZID=Australia/Melbourne:20230803T163000
DTSTAMP:20260423T054219
CREATED:20230727T235242Z
LAST-MODIFIED:20231113T095152Z
UID:10000170-1691051400-1691080200@shop.acxpa.com.au
SUMMARY:livepro Forum 2023 Adelaide
DESCRIPTION:livepro Forum 2023\nThe registrations for livepro Forums 2023 are now officially open! This year\, we’re taking the event to multiple locations across Australia\, creating an opportunity to connect face-to-face for the first time in a few years! \nWhether you are already a part of the livepro community or exploring livepro’s offerings\, we warmly welcome you to join us for the day to learn\, share\, and collaborate on everything livepro has to offer. We also encourage you to bring along your colleagues from other departments that might be interested in expanding livepro to their team. \nThe agenda:\nWe’ve crafted an engaging interactive agenda for the livepro Forums 2023! The day will include guest speakers from livepro specialists in industries such as Local Government\, superannuation\, and insurance. In addition\, there will be: \n\nA deep-dive into the livepro roadmap including the latest developments;\nNetworking activities and a chance to engage with industry professionals;\nKnowledge management best practice tips to optimise your CX results;\nAnnouncing the livepro Awards 2023 winners and their achievements;\nand a livepro panelist Q&A session to cover off all the hot topics from integrations\, AI tools\, and cyber security.\n\nWe can’t wait to see you in Sydney\, Brisbane\, Melbourne\, Adelaide\, and Perth\, so be sure to get in early by registering below: \nSydney – 26 July 2023\, Wednesday| Kirribilli Club\nBrisbane – 27 July 2023\, Thursday | Marriott\nMelbourne – 1 August 2023\, Tuesday | Collins Square Event Centre\nAdelaide – 3rd August 2023\, Thursday | Stamford Plaza\nPerth – 8 August 2023\, Tuesday | Fraser Suites \nLearn more and book via the link below.
URL:https://shop.acxpa.com.au/event/livepro-forum-2023-adelaide/
LOCATION:Stamford Plaza\, 150 North Terrace\, Adelaide\, South Australia\, 5000
CATEGORIES:Conference
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/Forum-General-scaled.jpg
ORGANIZER;CN="livepro":MAILTO:marketing@livepro.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230802T130000
DTEND;TZID=Australia/Melbourne:20230802T160000
DTSTAMP:20260423T054219
CREATED:20230520T234712Z
LAST-MODIFIED:20230616T034259Z
UID:10000120-1690981200-1690992000@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (August 2023)
DESCRIPTION:Customer Service Phone Essentials course (August 2023)\nThe August 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 is a program that has been three decades in the making. It leverages the insights and assessment of more than 50\,000 phone calls and a nearly 30-year career spent training and coaching phone customer service skills and is facilitated live by Simon Blair\, Australia’s leading customer service phone training expert. \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. \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-august-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/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:20230802T090000
DTEND;TZID=Australia/Melbourne:20230804T120000
DTSTAMP:20260423T054219
CREATED:20230520T231521Z
LAST-MODIFIED:20230616T033716Z
UID:10000118-1690966800-1691150400@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (August 2023)
DESCRIPTION:Customer Service Phone Professionals August 2023 Training Course\nDo you need to improve the customer service skills of your frontline employees? \nThe Customer Service Phone Professionals August 2023 training course is designed to provide students with advanced customer service skills to deliver superior phone experiences day after day\, call after call. \nDelivered over 3 x 3-hour sessions (total of 9 hours) to minimise the impact on your operations\, we’ll teach a structured yet natural approach (no scripts!) that encourages staff to be themselves and engage with empathy. \nYour staff will be coached to progressively learn\, build and apply new habits and skills that will transform their psychology and performance to positively impact your customers and business like never before. \nFirst Contact Resolution\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted through learning how to be both more efficient and more effective in each customer interaction. \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! \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. \nUnlock the superstars in your team and empower them with premium\, transferrable call-handling skills that will assist them in dealing with any type of inbound enquiry or customer type for any industry\, product or service!
URL:https://shop.acxpa.com.au/event/customer-service-phone-professionals-august-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Customer-Service-Phone-Professionals-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230801T083000
DTEND;TZID=Australia/Melbourne:20230801T163000
DTSTAMP:20260423T054219
CREATED:20230727T235048Z
LAST-MODIFIED:20231113T094748Z
UID:10000168-1690878600-1690907400@shop.acxpa.com.au
SUMMARY:livepro Forum 2023 Melbourne
DESCRIPTION:livepro Forum 2023\nThe registrations for livepro Forums 2023 are now officially open! This year\, we’re taking the event to multiple locations across Australia\, creating an opportunity to connect face-to-face for the first time in a few years! \nWhether you are already a part of the livepro community or exploring livepro’s offerings\, we warmly welcome you to join us for the day to learn\, share\, and collaborate on everything livepro has to offer. We also encourage you to bring along your colleagues from other departments that might be interested in expanding livepro to their team. \nThe agenda:\nWe’ve crafted an engaging interactive agenda for the livepro Forums 2023! The day will include guest speakers from livepro specialists in industries such as Local Government\, superannuation\, and insurance. In addition\, there will be: \n\nA deep-dive into the livepro roadmap including the latest developments;\nNetworking activities and a chance to engage with industry professionals;\nKnowledge management best practice tips to optimise your CX results;\nAnnouncing the livepro Awards 2023 winners and their achievements;\nand a livepro panelist Q&A session to cover off all the hot topics from integrations\, AI tools\, and cyber security.\n\nWe can’t wait to see you in Sydney\, Brisbane\, Melbourne\, Adelaide\, and Perth\, so be sure to get in early by registering below: \nSydney – 26 July 2023\, Wednesday| Kirribilli Club\nBrisbane – 27 July 2023\, Thursday | Marriott\nMelbourne – 1 August 2023\, Tuesday | Collins Square Event Centre\nAdelaide – 3rd August 2023\, Thursday | Stamford Plaza\nPerth – 8 August 2023\, Tuesday | Fraser Suites \nLearn more and book via the link below.
URL:https://shop.acxpa.com.au/event/livepro-forum-2023-melbourne/
LOCATION:Collins Square Event Centre\, Level 5\, Tower 2/727 Collins St\, Melbourne\, Victoria\, 3000
CATEGORIES:Conference
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/Forum-General-scaled.jpg
ORGANIZER;CN="livepro":MAILTO:marketing@livepro.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230727T123000
DTEND;TZID=Australia/Melbourne:20230728T163000
DTSTAMP:20260423T054219
CREATED:20230321T102908Z
LAST-MODIFIED:20230523T014351Z
UID:10000105-1690461000-1690561800@shop.acxpa.com.au
SUMMARY:Managing Difficult Customers (July 2023)
DESCRIPTION:How to Manage Difficult Customers (July 2023)\nThe July 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-july-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/03/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:20230726T083000
DTEND;TZID=Australia/Melbourne:20230726T163000
DTSTAMP:20260423T054219
CREATED:20230615T140934Z
LAST-MODIFIED:20230615T140934Z
UID:10000134-1690360200-1690389000@shop.acxpa.com.au
SUMMARY:livepro Forum 2023
DESCRIPTION:livepro Forum 2023\nThe registrations for livepro Forums 2023 are now officially open! This year\, we’re taking the event to multiple locations across Australia\, creating an opportunity to connect face-to-face for the first time in a few years! \nWhether you are already a part of the livepro community or exploring livepro’s offerings\, we warmly welcome you to join us for the day to learn\, share\, and collaborate on everything livepro has to offer. We also encourage you to bring along your colleagues from other departments that might be interested in expanding livepro to their team. \nThe agenda:\nWe’ve crafted an engaging interactive agenda for the livepro Forums 2023! The day will include guest speakers from livepro specialists in industries such as Local Government\, superannuation\, and insurance. In addition\, there will be: \n\nA deep-dive into the livepro roadmap including the latest developments;\nNetworking activities and a chance to engage with industry professionals;\nKnowledge management best practice tips to optimise your CX results;\nAnnouncing the livepro Awards 2023 winners and their achievements;\nand a livepro panelist Q&A session to cover off all the hot topics from integrations\, AI tools\, and cyber security.\n\nWe can’t wait to see you in Sydney\, Brisbane\, Melbourne\, Adelaide\, and Perth\, so be sure to get in early by registering below: \nSydney – 26 July 2023\, Wednesday| Kirribilli Club\nBrisbane – 27 July 2023\, Thursday | Marriott\nMelbourne – 1 August 2023\, Tuesday | Collins Square Event Centre\nAdelaide – 3rd August 2023\, Thursday | Stamford Plaza\nPerth – 8 August 2023\, Tuesday | Fraser Suites \nLearn more and book via the link below.
URL:https://shop.acxpa.com.au/event/livepro-forum-2023/
LOCATION:Kirribilli Club\, 1 Harbourview Cres\, Lavender Bay\, NSW\, 2061\, Australia
CATEGORIES:Conference
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/Forum-General-scaled.jpg
ORGANIZER;CN="livepro":MAILTO:marketing@livepro.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230719T130000
DTEND;TZID=Australia/Melbourne:20230719T160000
DTSTAMP:20260423T054219
CREATED:20230519T235911Z
LAST-MODIFIED:20230616T034328Z
UID:10000116-1689771600-1689782400@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Essentials (July 2023)
DESCRIPTION:Inbound Phone Sales Essentials (July 2023) Training course\nThe Inbound Phone Sales Essentials (July 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. \nThis is a training course that has been three decades in the making. It leverages the insights and assessment of over 50\,000 phone calls\, and a nearly 30-year career spent training and coaching phone skills. \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-july-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Inbound-Phone-Sales-Essentials-Training-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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DTSTART;TZID=Australia/Melbourne:20230719T120000
DTEND;TZID=Australia/Melbourne:20230719T130000
DTSTAMP:20260423T054219
CREATED:20240208T111801Z
LAST-MODIFIED:20240208T111801Z
UID:10000152-1689768000-1689771600@shop.acxpa.com.au
SUMMARY:Mental Health & Resilience Webinar: Tips to Enhance Team Engagement
DESCRIPTION:Do you want to take a proactive approach to creating a thriving work environment? Join us on 19th July for an empowering webinar that will equip Team Leaders and Managers with the essential tools to make a positive impact on your team’s mental health and wellbeing. ?? \n? Be inspired by ⁠Dr Liz Kirk (PhD) from ⁠Beyond Ergo in an interactive talk that will revolutionise the way you approach mental health in the workplace. Discover a treasure trove of easy-to-implement techniques that will help you reduce stress among your team\, initiate meaningful conversations about mental health and foster a supportive team environment that breeds success. \nDuring this talk\, you’ll gain access to research-backed tips and actions that can improve retention\, boost engagement and tackle presenteeism and absenteeism. If you’re looking to build happier\, more engaged\, and more productive team\, this webinar is for you! ? ? \nKey takeaways you don’t want to miss: \n1. Master a range of practical actions: Learn targeted stretches\, mindfulness exercises and other actionable steps to reduce both mental and physical stress. These simple practices can make an immediate difference in your team’s overall wellbeing. \n2. Start ongoing mental health conversations: No more meeting preparation time needed! You’ll access resources to effortlessly initiate conversations about mental health during your team meetings. Gain the tools and knowledge to lead these discussions effectively. \n3. Build confidence in stress management: Receive valuable handouts\, coaching sheets and additional resource links to enhance your confidence in discussing stress and stress management with your team. Gain the necessary skills to support your team members and cultivate a healthier work environment. \n4. Understand the signs of ongoing mental distress: Explore our comprehensive handout on the Symptoms of Ongoing Mental Distress to understand the different stages and indicators of long-term stress. By recognising these signs\, you’ll be better equipped to address and alleviate mental health challenges within your team. \n5. Raise awareness and improve team performance: Encourage your team to join in action demonstrations during team meetings and experience immediate stress reduction. By incorporating these activities into your routine\, you’ll not only boost awareness but also improve team performance and overall engagement. \nOverview of Webinar | Benefits of Attending: \n? Join our engaging webinar to discover why these easy-to-implement actions should be the first step in your mental health toolbox. \n? Designed to be seamlessly integrated into team meetings\, from mindful moments to targeted stretches\, we’ll introduce you to simple\, no-cost activities that deliver practical benefits and make mental health care enjoyable. \nAt the end of the session\, you’ll be sent the key takeaways\, including a range of handouts\, coaching sheets and links for additional resources and reading material. \nTake the leap and join us for this engaging webinar to have a positive impact on your team’s wellbeing
URL:https://shop.acxpa.com.au/event/mental-health-resilience-webinar-tips-to-enhance-team-engagement/
LOCATION:Zoom
CATEGORIES:Webinars
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DTSTART;TZID=Australia/Melbourne:20230718T173000
DTEND;TZID=Australia/Melbourne:20230718T193000
DTSTAMP:20260423T054219
CREATED:20230630T071017Z
LAST-MODIFIED:20230630T071618Z
UID:10000151-1689701400-1689708600@shop.acxpa.com.au
SUMMARY:CX\, SXSW & Sister Cities!
DESCRIPTION:CX\, SXSW & Sister Cities!\nYou are invited to the CX\, SXSW & Sister Cities Celebration from Adelaide SA to Austin TX that will celebrate the 40 year sister city relationship from Adelaide\, South Australia\, Australia to Austin\, Texas\, USA where y’all are welcome. \nThe event will focus on innovations in CX\, sharing insights from SXSW 2023 in Austin Texas\, new discovery technologies\, inviting local Meetups and the innovation ecosystem to get involved. \nWho is this event for? \nPeople interested in Customer Experience (CX); businesses who have been to SXSW or are interested in going to Sydney in 2023 or Austin in 2024; those who support the Austin sister city relationship\, and all sister cities; Meetup members plus anyone who enjoys networking and meeting new friends. \nThis will be the perfect opportunity to meet with entrepreneurs\, founders and innovators who are leading change\, applying cool tech\, changing customer experience\, making local\, national and global connections. \nPresented by Workforce BluePrint and the Australian Customer Experience Professionals Association (ACXPA) plus supporters\, light refreshments and drinks will be made available. \nJoining us will be the the meetups “Adelaide Virtual Reality” and “Augmented Reality Adelaide” which have been running for 7 years in Adelaide. Daish Malani from Add-Life technologies will show you the power of virtual reality facilitated mobility assessment and rehabilitation. Heath Amos from Headfelt can answer your questions about Augmented and Extended Reality. \nMore Meetups are joining this event including – Adelaide Education & Technology Meetup; Reinventing Work: Adelaide; SA Development Professionals; Sea to Valley Startups; and Side hustle and Startup to Scaleup and Standout. \nThere are a limited number of tickets available\, so please reserve your spots at this popular event supported by sponsors and Meetups. \nThe audience will be startups\, scaleups\, SMEs\, business\, industry and regional leaders\, local government\, creatives and arts sector\, events and festivals\, state government and feds too. \nOn the sister city connection\, it is open for anyone who likes to consider partnerships including NFPs and corporates\, policy makers\, and people addressing social issues. \nPlease note the event is free\, but you must still register on the link below. 
URL:https://shop.acxpa.com.au/event/cx-sxsw-sister-cities/
LOCATION:TAFE SA – Adelaide Campus\, 120 Currie Street\, Adelaide\, South Australia\, 5000\, Australia
CATEGORIES:ACXPA South Australia,Networking
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