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13 Educators providing Courses in Sheffield

Call Centre Training: Mastering Customer Service ExcellenceSheffield
Inova Consultancy

inova consultancy

Sheffield City Centre

Inova has been running since 2001 and provides consultancy services, training and coaching programmes in the areas of entrepreneurship, employability, career development and wellbeing, with a focus on diversity and equal opportunities. We work with a wide target group for which we provide a variety of training and support programmes. Much of our work focuses on supporting those who are under-represented or who face challenges to fulfil their potential, and many of these are co-funded by the European Union’s Erasmus+ programme. Our funded programmes have helped many of those who are most vulnerable, including migrants, NEET young people, older people and women who have been victims of violence, trafficking, homelessness or abuse, to name a few. We have worked extensively with entrepreneurs, artists and women in non-traditional fields such as Science, Technology, Engineering & Maths (STEM). Our director, Marina Larios, is president of WiTEC, the European Association of Women in SET. Our programmes use coaching and mentoring to support individuals to develop their ‘soft skills’, build confidence and self-efficacy and reflect on and achieve their goals. Our in-house trainers have over 50 years of experience between them and can provide one to one coaching, workshops and Enterprise/Career/Mentoring and Mindfulness Circles™. Meet them at our “Our Team” page! Our Circles are a series of products developed by Inova which combine mentoring, coaching and action learning to support individuals to reflect on and develop either a new or existing business, change or progress in their career or consider their personal life goals. This methodology was recognised by Aberdeen University business academics as a successful programme for the development of entrepreneurial skills and they have since been adapted to support many other people in different areas of life.

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DAB Music ||: ONLINE

dab music ||: online

Sheffield City Centre

I’m David Barnard, a UK-based professional musician (pianist) with 20+ years of industry experience. DAB ||: Music emerged in 2022 as I returned to the UK after eight years in the Southern Hemisphere. I wanted to bring my strong pedigree, leadership training and entrepreneurial skills together in one place, to create something new. I see the value in cross-discipline work and the unlimited synergies that this can spark. This has lead me to re think how we approach our learning ethos and how we engage our audiences.

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The Corner: CGL Sheffield

the corner: cgl sheffield

Sheffield City Centre

The Corner is Sheffield's young people's (under 18's) substance misuse service. We provide support and treatment to young people under 18 in the Sheffield area who are experiencing problems with drugs and alcohol. We also provide advice and information to family members and significant others who may be worried about or affected by a young person's substance misuse. We also offer group work and free training for Sheffield based professionals and a prescribing service.

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12

Courses matching "Call Centre Training: Mastering Customer Service Excellence"

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Essential call centre technologies

5.0(3)

By Systems & Network Training

Call centre training course description A theory based course covering the major technologies found in call centres today. What will you learn ACD IVR CRM CTI Diallers Call centre training course details Who will benefit: Anyone needing to know about technologies used in call centres. Prerequisites: Telecommunications Introduction Introduction to data comms and networking Duration 2 days Call centre training course contents Overview What are call centres? What are contact centres, Inbound call centres, outbound call centres, blended call centres, Call centre architectures. Telephony and telecomms basics PSTN, switching, PBXs, call routing. Data basics OSI, IP, VoIP. Routing, queuing and matchmaking Principles, distribution, sequencing. ACDs PBX features, Users, call processing, agent features, supervisor features, ACD telephones, ACD calls vs PBX calls, agent positions, ACD groups, routing calls, skills based routing. IVR Types, architectures, choice and control, best practices, IVR input technologies, IVR output technologies, speech recognition, call routing, IVR sizing, web based self service. CRM Contact management, databases, integration, use in call centres, benefits and features. Call centre integration Media types, VoIP, unified messaging, VoiceXML. CTI Simple CTI, 1st and 3rd party integration, CTI benefits and applications in call centers. Diallers History, campaigns, campaign types, Call Progress Detectors, Preview and Predictive Dialling. Management tools Measuring, managing, optimising, recorders, forecasting call centre resources.

Essential call centre technologies
Delivered in Internationally or OnlineFlexible Dates
£2,477

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