09.00-16.30 @ InvestNI

Bedford Street, Belfast BT2 7ES

Customer Journey Mapping

Wed 13 February 2020

Held in association with Sedulous this masterclass is designed for those who are responsible for or want to improve their knowledge of the whole area of customer experience, journey mapping and service design.

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Delegates will gain a greater understanding of: 

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• The journey mapping role, plus the tools and support needed to deliver a great customer experience

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• Customer needs and expectations and how to deliver against them

• How to reduce your cost to serve and provide you with a competitive edge

Who should attend

First line managers/project managers responsible for ensuring that your customer is getting a great experience every time they contact you. Plus individuals involved in scripting and call guides design.

£399+VAT pp

£369+VAT pp 2 or more  

Homeworking Webinar

10.00-12noon 

Homeworking Webinar

Wed 25 March 2020

Held in association with Sensée, the UK’s leading outsourcer specialising in homeworking, FCA authorised and ISO approved, this webinar aims to help you get the most out of your homeworking, understand where the main technology, process and people gaps are and how you can develop a ‘route to green’ pathway to get the

most out of your homeworking, plus:

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• How to benchmark your approach and future homeworking plans

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• Best practices for everything from recruitment to IT and scheduling

• The benefits homeworking offers contact centres across all sectors. 

Who should attend

Directors and Contact Centre Managers, department heads including HR, IT, Resource Planning. 

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To get the most out of the webinar attendees will ideally require a VOIP headset and webcam.

Complimentary for CCNNI contact centre members

09.00-16.00 @ Clayton Belfast

22 Ormeau Ave BT2 8HS

TMAX 2020

EVENT POSTPONED

The ability to recover and bounce back from daily challenges is essential and TMAX offers Team Leaders and People Managers the opportunity to enjoy an inspirational day exploring the skills and strategies for Developing Resilience and Leading Through Change – to enhance their wellbeing and develop performance.
 
Learning Outcomes

• Develop leadership skills

• Learn ideas/tactics to develop, build, improve & sustain personal resilience

• Develop strategies of how to increase resilience within your teams

• Gain ideas to effectively manage different team members to help improve performance and behaviour 

• Understand the triggers that affect performance and develop strategies to affect improvement and impact the performance curve

• Collaborate and share new ideas

• Return energised with strategies to share with colleagues and implement immediately.

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£299+VAT pp after 15/1/20

£249+VAT early bird