Service Leaders Development and Training Programmes
|
|
- Harriet Wright
- 8 years ago
- Views:
Transcription
1 Service Leaders Development and Training Programmes
2 Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company Number: Australian Business Number: Name and title of key contact: Julie-Anne Hazlett Telephone: Mobile: Facsimile: jhazlett@fifthquadrant.com.au P a g e 2
3 Table of Contents 1. Overview Choosing the right programme How is training delivered? Access to supporting resources Training programmes Our Trainers About Fifth Quadrant P a g e 3
4 1. Overview Fifth Quadrant provides customised training and development programmes to the Service Sector in Asia Pacific. Based on 15 years of research, consulting, publishing and training in the services sector, Fifth Quadrant has developed a unique series of training and development programmes for people working in the services sector, from executives to front-line staff. Our Service Leaders Executive Development Programme includes the following courses: 1. Developing an Enterprise Wide Service Strategy 2. Service Leadership Development Fifth Quadrant partners with the world s leading contact centre training provider, The Call Centre School, to deliver the specialist role and front-line training programmes. Our Service Leaders Specialist Development Programme includes the following courses: 1. Contact Centre Supervision 2. Workforce Management 3. Quality Monitoring and Assurance 4. Operations and Business Management Our Service Leaders Front-line Development Programme includes the following courses: 1. Frontline Fundamentals 2. Sales Training P a g e 4
5 2. Choosing the right programme For those companies that recognise the need for training but require more information about where investments in training are best focused, Fifth Quadrant draws on its wealth of experience in consulting to offer a comprehensive Training Needs Analysis. We are highly experienced in the timely and efficient identification of problem areas and can help you to select the most appropriate training modules for your needs. Fifth Quadrant can deliver any combination of the modules as classroom training at your chosen location. They can be presented as standard courses, or can be customised with your unique products, terminology, and examples. Select any course and have it delivered multiple times to cover all your staff. As part of our training methodology, we perform a skills assessment on each trainee in order to pinpoint areas of strengths and weaknesses among groups and individuals. We use the results of this assessment to customise your training. P a g e 5
6 3. How is training delivered? Fifth Quadrant provides many different training formats and options to meet the needs of your business. Choose from our webinars, where you can learn from industry experts from the comfort of your own office, or from our traditional classroom seminars that can be delivered to you at your site. Classroom Seminars Fifth Quadrant offers classroom seminars on a variety of contact centre management and service topics. All classes are taught by one of our experienced trainers and consultants and are designed to be practical, hands-on learning experiences. Each class includes a mix of faculty instruction, individual and group learning activities and practical case problem application. They can be delivered at your site, scheduled at your convenience and our faculty can tailor our delivery to meet your specific requirements. Some of the most popular on-site programs are: 1. 1-day Customer Service Fundamentals 2. 1-day Key Elements of Coaching and Motivation 3. 2-day Fundamentals of Contact Centre Supervision 4. 3-day Workforce Management Essentials 5. 2-day Developing a Comprehensive Quality Monitoring Program Classes can be customised to include any combination of our standard topics or you can have content developed specifically for your unique needs. Please contact us for more information on how our packages can be tailored to suit your requirements. Web Seminars Each of our seminars has been built as an interactive learning experience, with real-time polling and class activities, along with post-class application problems, references, and activities and projects to put newly acquired knowledge to work immediately. Seminars typically last approximately 90 minutes, and again, relevant modules can be selected. These seminars will be charged on a per connection basis. Certification Students who pass the Fifth Quadrant mastery exam will be awarded certification. P a g e 6
7 4. Access to supporting resources Fifth Quadrant s partner, The Call Centre School has a wide variety of books and resources, ranging from contact centre management books to resources for supervisors and agents. Popular PowerBooks for frontline staff, The Power of One and Power Phrasing, along with their supporting collateral materials, have been used to train and motivate thousands of frontline staff. The contact centre management books are 200+ page books that provide detailed, how-to information for today s contact centre professionals. The Power of One is a 35-page book in the Frontline Fundamentals series that is designed for contact centre employees. It is an easy-to-read book that shows each contact centre employee the significant impact each can make on customer perceptions and retention as well as contact centre service and productivity. It also demonstrates the impact that each person has on speed of answer, efficiency, and cost in the call center. You ll want this book to be in the hands of all your frontline staff. Power Phrasing is a popular book for contact centre frontline staff. It is designed to help staff make the best word choices for all types of customer conversations. Whether it's opening a call, responding to voice mail, transferring callers or placing them on hold, relaying bad news, or handling a difficult call, this book can help staff find just the right words. Readers will learn about all types of communications mistakes and how to replace them with the best possible words and phrases to maximise customer conversations. P a g e 7
8 Call Center Staffing: The Complete Practical Guide to Workforce Management is a comprehensive guide to contact centre workforce management. Running a successful contact centre means managing by the numbers and perhaps the most important number of all is the number of resources available to respond to customer contacts. With the overwhelming majority of costs in a contact centre made up of HR costs, it is crucial to get the "just right" number of staff in place. This book guides the reader through the step-by-step process of forecasting workload, calculating contact centre staffing requirements, creating workforce schedules, and managing daily performance in the contact centre. The most important resource that any contact centre has is its people. With much riding on the shoulders of frontline employees, managing these staff effectively is one of the contact centre supervisor's most important jobs. Leading and managing contact centre staff requires specialised skills and knowledge to ensure that they perform to their potential and stay motivated to deliver excellent service. Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff is a book designed for anyone that manages people in a contact centre. It is a compilation of over 100 tips and strategies for maximising the performance of contact centre employees. Running a successful contact centre is like running a business. The leader of the business must have skills in strategic planning, organisational design, financial management, business process improvement, risk management, and more. Today's contact centre leaders must also have practical knowledge of staff planning and management, workplace design, and how to make the most of contact centre tools and technologies. Business School Essentials for Call Center Leaders is a book designed to provide managers and leaders with the knowledge and skills to be successful in today's evolving contact centre environment. P a g e 8
9 5. Training programmes Service Leaders Executive Development Programme This programme is aimed at Service Directors, Chief Operating Officers, Senior Executives responsible for service and Senior Contact Centre Managers. The courses will provide training on essential strategic and leadership skills required to effectively navigate the rapidly changing service landscape and consumer market place. Attendees who successfully complete this programme will be well equipped to: 1. Develop Service Strategies that integrate with other strategic plans such as Marketing, Sales, Finance and IT. 2. Understand how to develop multi-channel strategies for service delivery. 3. Develop leadership skills and competencies to deliver against corporate strategic goals related to service. This is a two component course developed by Dr. Catriona Wallace and focuses on the following areas: 1. Developing an Enterprise Wide Service Strategy Core Modules 1. Analysing corporate strategic objectives, competitors and the market 2. Linking Service Strategy to Corporate Strategy 3. Developing Multi-channel Service Strategy 4. Operationalising Service Charters 5. Measuring Service Performance strategically 2. Service Leadership Development Core Modules 1. History of Leadership Theory 2. Exploring different Leadership Styles 3. Identifying Leadership skills relevant for Service 4. Leadership and Employee Performance 5. Leadership versus Management: What s the difference? P a g e 9
10 Service Leaders Specialist Development Programme 1. Contact Centre Supervisor Fundamentals of Contact Centre Supervisor is designed specifically for the contact centre supervisor or lead agent. Students will learn proven approaches for selecting the right staff, monitoring and measuring performance, making use of contact centre reports, diagnosing performance problems, developing performance plans, coaching for improved performance, and implementing retention programmes. Students will leave with a detailed plan to improve motivation and morale, increase staff productivity and impact overall contact centre performance. Did you know that investing in the development of your frontline supervisors and managers generally provides the biggest return on training dollars? Many contact centre supervisors are placed in the job because they were good on the phones, yet do not receive the proper training to make them effective in their new role. While most companies provide company-specific training on disciplinary procedures and the performance review process, there is often little instruction on how to be an effective leader in today s complex, fast-paced contact centre environment. Fifth Quadrant classes on people management and contact centre operations provide practical, howto information on managing more effectively and making the most of valuable staffing resources. Your supervisors will come away from class with a wealth of new ideas for improving the performance of their contact centre teams. Core Modules 1. Contact Centre Supervisor: Essentials Skills and Competencies Outline the top ten competencies for contact centre leaders 2. Setting the Standards: Defining Performance Goals and Objectives Apply a proven performance management model for defining frontline standards 3. Don t know, Can t, Won t Model: Diagnosing and Treating Performance Problems Identify the root cause of performance problems and apply the right treatment 4. Fundamentals of Coaching: Techniques for Shaping Employee Performance Learn fundamental principles of coaching and identify most common coaching mistakes 5. Motivation Marvels: 100 Ways to Improve Motivation and Morale Identify six different categories of motivation and hear over 100 proven ideas 6. Teamwork Template: Techniques for Building and Managing Teams Identify ways to organise, build, manage and motivate in a team environment 7. Finders Keepers: Proven Strategies for Staff Retention Identify why staff leave and learn supervisory strategies for improving retention 8. Contact Centre Time Management: Budgeting a Supervisors Day Make the most of time to accomplish essential supervisory tasks 9. Introduction to WFM: Understanding Contact Centre Staffing and Scheduling Learn about staff planning and identify the supervisor s and agent s role in the process 10. Key Performance Indicators: Managing a Contact Centre by the Numbers Learn about the top performance measures and how to report them effectively P a g e 10
11 Elective Modules 11. Sales Coaching for Supervisors: Techniques for Maximising Sales Learn the specialised techniques for coaching to maximise sales efforts 2. Workforce Management Fifth Quadrant can evaluate the health of your Workforce Management function with our Benchmarking and Diagnostic Review. With almost 25 years of specialised experience in Workforce Management around the world amongst our team members, and more than 65 years experience in contact centre consulting, we have a unique diagnostic approach to identify problems and outline recommendations. Our Workforce Management Diagnostic Review is frequently conducted in conjunction with our full industry benchmarking review, and focuses on forecasting, scheduling, and intra-day management procedures, as well as the utilisation of WFM tools. Core Modules 1. Data Collection and Analysis: Getting Off to the Right Start Review data sources for the WFM process and needed adjustments for aberrations 2. Forecasting Fundamentals: Practices for Predicting Call Workload Learn strategies for gathering data and applying time-series analysis to predict calls 3. Calculating Contact Centre Staff: The Math of Contact Centre Staffing Trade-offs Applying Erlang and other staffing calculations and evaluate service and cost trade-offs 4. Scheduling Principles and Problems: Solutions to Scheduling Challenges Discuss scheduling issues and identify schedule optimisation strategies 5. Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service Monitor intra-day developments and make adjustments to optimise staff and service Elective Modules 1. Introduction to Workforce Management: An Overview of the WFM Process Define WFM, its importance in the contact centre and the detailed steps of the WFM process 2. Attendance and Adherence: Getting and Keeping Bodies in Seats Identify strategies for improving attendance and managing intra-day schedule adherence 3. Advanced Forecasting Techniques: Fine-Tuning Workload Predictions Hear proven practices for improving the accuracy of your workload forecasts 4. WFM Design Dilemmas: Optimising Staffing in Evolving Contact Centre Scenarios Analyse back-office, web, and design and consolidation issues 5. Skill-Based Routing Design: Balancing Customer, Agent, and Centre Needs Optimise routing plans to send each contact to the person best able to handle it 6. Skill-Based Routing WFM Challenges: Forecasting and Scheduling for SBR Scenarios Match workforce properly to your centre s skill-based routing design P a g e 11
12 3. Quality Assurance Quality Assurance plays an integral role in shaping culture and behaviours within contact centres. All employees will have a tendency to behave according to how they are measured, and as such ensuring that measurement criteria is fully aligned to organisational objectives is absolutely paramount to a successful Quality Assurance Programmes. Not only can Fifth Quadrant provide first rate training on Quality Assurance principals and best practice behaviours, but we are experienced in conducting in-depth, diagnostic reviews of existing Quality Assurance challenges, and provide tailored recommendations that align to organisational goals. Our Quality Assurance Review is generally a sub-set of our Service Strategy Consulting; where we work with organisations to create a competitively advantageous Service Strategy, and accordingly facilitate them to bring other business units into alignment. Core Modules 1. Building a Quality Form Part I Create forms and quality standards documents that define desired behaviours 2. Building a Quality Form Part II Apply weighting and scoring schemes that promote essential call behaviours 3. Defining Call Standards: What a Call Should Sound Like Set standards for vocal quality, tone, empathy and call control 4. Calibration Corner: Best Practices in Calibration and Scoring Learn how to conduct successful calibration sessions to maximise quality and fairness 5. Basics of Call Coaching: Techniques for Shaping Call Techniques Learn fundamental principles of coaching to improve call handling 6. Making the Most of QM Systems: Optimising Monitoring/Recording Technology Learn about the latest in quality monitoring tools and how to maximise their use Elective Modules 1. Satisfaction Guaranteed: Performing a Contact Centre Satisfaction Audit Outline the processes for conducting customer and employee satisfaction audits 2. Voice of the Customer: Developing a Systematic Listening/Feedback System Develop a system for becoming a conduit for customer information to the enterprise 3. Quality Monitoring: Writing the Right Way Build a quality process that ensures consistent written communications P a g e 12
13 4. Operations / Business Management Today s successful Contact Centre Manager must be competent not only in traditional contact centre operational skills, but must also be proficient in such traditional business disciplines as human resources, business processes, financial analysis, fiscal management, strategic planning, risk assessment and performance management. This course will help managers to ensure that key business objectives are being met, and their efforts recognise and address the needs of the customer, employee and stakeholder. Core Modules 1. Introduction to WFM: Understanding Contact Centre Staffing and Scheduling Learn about staff planning and identify the supervisor s and agent s role in the process 2. Key Performance Indicators: Managing a Contact Centre by the Numbers Learn about the top performance measures and how to report them effectively 3. Making the Match: Recruiting and Hiring Contact Centre Staff Define the job, recruit, screen and hire the best people 4. Introduction to Contact Centre Technology: Understanding Contact Centre Technologies Define technologies used to improve customer service and maximise efficiency of the centre 5. Telecommuting that Works: Strategies for Utilising Remote Agents Implement remote staffing including essential operational checkpoints Elective Modules 1. A Winning Vision: Essentials of Strategic Planning for Contact Centre Leaders Develop a strategic plan and tactics to accomplish centre mission and goals 2. Dollars and Sense: Basics of Finance for Today s Contact Centre Professionals Interpret financial statements and calculate return on investment and payback period 3. Making the Case: Business Case Development and Project Management Apply the fourteen steps of developing business cases and managing projects 4. Business Process Improvement: Six Sigma and Beyond Define Six Sigma and other business improvement processes and their place in contact centres today 5. Analytics and Reporting: Developing a Contact Centre Reporting Plan Develop a reporting strategy aligned with enterprise mission and goals 6. Building a Sales Operations: Ten Essential Elements Learn the ten critical elements of creating a telesales organisation P a g e 13
14 Service Leaders Frontline Development Programme Many of today s contact centres have evolved from providing only customer service to handling both service and sales. However, most contact centres are ill-equipped to make the most of the revenue and opportunities hiding in customer calls. Fifth Quadrant can help your organisation make the most of these opportunities. 1. Frontline Fundamentals Core Modules 1. The Power of One: The Difference One Agent Can Make See what difference one person can make in customer service and loyalty 2. World of Contact Centres: An Operational Overview Introduce new staff to contact centre operations and expectations 3. Vocal Makeover: Techniques for a Winning Voice Learn the critical component of spoken communications and how to fine-tune your voice 4. First Class Phone Manners: The Absolute Musts of Telephone Best Practices Make a better phone impression with these must-have telephone techniques 5. Power Phrasing: Winning Word Choices for Effective Communications Identify the words to use-and not to use-to make the most of every phone contact 6. Tyrant Turnaround: Going from Difficult to Delighted Callers Learn the techniques that can turn a negative caller into a positive one Elective Modules 1. Essentials: Frontline Guide for Writing Effective s Create effective content and eliminate the top ten most common errors 2. Selling Through Service: Increase Revenues with Customer-Focused Selling Apply proven service and selling techniques to maximise revenues on every call 3. Anatomy of a Sales Call: Four Steps to Successful Selling Learn the four essential steps and techniques of the sales process 2. Telephone Sales Core Modules 1. Selling Through Service: Increasing Revenues with Customer-Focused Selling Get everyone on board with a customer-service selling mindset that encourages the right behaviours 2. Anatomy of a Sales Call: Four Steps to Successful Selling Learn the four essential steps and techniques for sales success 3. Sales Coaching for Supervisors: Techniques for Maximising Sales Learn the specialised techniques for coaching frontline staff to maximise sales efforts 4. Building a Sales Operation: Ten Essential Elements Learn the ten critical elements of creating a telesales organisation P a g e 14
15 6. Our Trainers Dr Catriona Wallace Director Dr Wallace is the Managing Director of callcentres.net. Dr Wallace is Adjunct Faculty at the Australian Graduate School of Management, in the field of Organisational Behaviour, where she lectured on the Executive MBA Programme for 10 years. Catriona has published numerous research reports and articles related to the service industry and is the author of "The Complete Guide to Call and Contact Centre Management". Julie-Anne Hazlett Head of Contact Centre Training Julie-Anne has been providing training and consulting services to the service sector around the world for more than 15 years. She has worked with organisations varying in size from 10 to 26,000 seats focusing primarily in the area of service strategy improvement through Workforce Optimisation. Julie-Anne is recognised as one of the industry s leading trainers in supervisory and workforce management training. Julie-Anne has a BA (Hons) in International Business Studies and German. She also has a Diploma from the University of Cambridge in Teaching English as Second Language and worked for several years as an English language teacher in Germany. William Dieu Senior Trainer William Dieu has a Bachelor s Degree in Economics and a Master s Degree in Marketing. William s role at callcentres.net since 2001 is to manage Asia- Pacific contact centre projects. William is an expert on contact centre operations and is an accredited trainer in this field. Ronene Cauchi Senior Trainer Ronene has worked in the contact centre industry for over 15 years with the last 11 of those being in Workforce Planning. Ronene has extensive experience Workforce Planning in both front and back office environments with organisations including Westpac and Telstra. Ronene is an accredited trainer across many specialised Contact Centre areas. P a g e 15
16 Susan Kealy Trainer Susan holds a Master s degree in Organisational Psychology, BA (Hons) in Spanish and Geography, and a Diploma in Psychology. Susan is specialised in the field of Human Resource Development and is an experienced trainer. Her qualifications in psychology give her a unique understanding of the dynamics of information flow and learning, while her background in teaching has trained her to incorporate practical hands-on learning techniques into her classes. P a g e 16
17 7. About Fifth Quadrant Fifth Quadrant is a Service Strategy and Research Consultancy and Fifth Quadrant callcentres.net is our online publishing and social media division. We are changing the way organisations think about Service Strategy and are dedicated to ensuring that Service has on-going presence at the Boardroom table. Working across Voice, Face-to-Face, Online, Correspondence and Social Media service channels, Fifth Quadrant delivers an unrivalled level of knowledge, subject matter expertise and proprietary methodologies to ensure organisations have highly effective Service Strategies. Fifth Quadrant has five core divisions: Consulting Services Service Research Analyst Services Training Online Publishing & Social Media P a g e 17
Contact Centre Supervisor
Development and Training Programme: Contact Centre Supervisor July 2011 Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney NSW 2060
More informationQuality Monitoring and Assurance
Development and Training Programme: Quality Monitoring and Assurance July 2011 Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney
More informationQuality Monitoring and Assurance
Development and Training Programme: Quality Monitoring and Assurance Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company
More informationDevelopment and Training Programme: Workforce Management
Development and Training Programme: Workforce Management Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company Number:
More informationDevelopment and Training Programme: Sales Training
Development and Training Programme: Sales Training Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company Number: 088
More information2014 Workforce Management Seminars
2014 Workforce Management Seminars 5 Module Workforce Management Core Programme Data Collection and Analysis: Getting Off to the Right Start Review data sources for the WFM process and needed adjustments
More informationFIFTH QUADRANT CREDENTIALS DOCUMENT
FIFTH QUADRANT CREDENTIALS DOCUMENT WHO WE ARE Management consultants Researchers Analysts Educators Established in 1998, Fifth Quadrant Pty Ltd is a Customer Experience Strategy, Design and Research company.
More informationCONSULTING SERVICES CREDENTIALS DOCUMENT
Our Company Fifth Quadrant is a Service Strategy and Research Consultancy focusing on voice, face-to-face, online, correspondence and social media service channels. Fifth Quadrant callcentres.net is our
More informationCustomerEngage. The Heart and Mind of Customer Experience Measurement
CustomerEngage The Heart and Mind of Customer Experience Measurement Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney NSW 2060
More informationLeadership and Management Training
Bury College Business Solutions Leadership and Management Training The employers choice. For all your company training needs. Bury College Business Solutions - Customer Excellence Award Winner 2011 Develop
More informationcustomer interaction solutions Contact Centres that Enhance Customer Engagement
customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.
More informationprofessional practice
professional practice management programs customised for the healthcare sector leadership service support UNE Partnerships Pty Ltd The Education & Training Company of the University of New England professional
More information2015 BACHELOR OF BUSINESS MANAGEMENT
2015 BACHELOR OF BUSINESS MANAGEMENT YOUR INDUSTRY YOUR FUTURE 1 2 3 4 5 YOUR NEXT GENERATION EDUCATION A business degree designed by the best, for the best The ICMS Bachelor of Business Management has
More informationPeople Management and Leadership Training That Gets Results!
and Leadership Training That Gets! Welcome to Great Managers! A 5 year Australian Government-funded research report, Leadership, Culture and Management Practices of High Performing Workplaces: The High
More informationService Strategy Maturity: A Model for Business Performance
Service Strategy Maturity: A Model for Business Performance A White Paper Written by callcentres.net Commissioned by IBM Published: June 2011 Contents 1. Introduction... 1 2. Executive Summary... 2 3.
More informationProfessional Marketing Qualifications
Professional Qualifications Smart and flexible qualifications from CIM Foundation Certificate in Certificate in Professional Diploma in Professional Chartered Postgraduate Diploma in Smart, flexible and
More informationBUSINESS INTELLIGENCE YOU NEED TO DEVLIVER EXCEPTIONAL CUSTOMER EXPERIENCE
BUSINESS INTELLIGENCE YOU NEED TO DEVLIVER EXCEPTIONAL CUSTOMER EXPERIENCE Fifth Quadrant has launched a new market research subscription for the Customer Experience and Contact Centre industries. Combining
More informationMedical Practice Management Services. Helping Healthcare Professionals Succeed in Business
Medical Practice Management Services Helping Healthcare Professionals Succeed in Business Background of Company Indigo Medical Consulting Services is a boutique medical practice management consulting company
More informationSetting Standards Achieving Success
Setting Standards Achieving Success Resolve F1 customer service problems Manage a project B5 Provide B10 leadership for your team Manage risk F5 team E14 Support E1 Manage a budget team and virtual working
More informationLeading Experts in Employment Law, Industrial Relations and best practice Human Resource Management in Ireland
Leading Experts in Employment Law, Industrial Relations and best practice Human Resource Management in Ireland Who We Are Established in 2003, we are one of Ireland s best-known and respected providers
More informationSTUDY AT ONE OF THE WORLD S BEST UNIVERSITIES
STUDY AT ONE OF THE WORLD S BEST UNIVERSITIES WHY AT UOW Psychology at UOW connects you with people, programs and technology to enhance your learning experience. 1. RECOGNISED AUSTRALIA-WIDE When peak
More informationIMI Certificate in Front Line Management
th Anniversary 1953-2013 IMI Certificate in Front Line Management About the Programme In today s business the frontline delivers the bottom line. You can have the greatest strategy and products, however,
More informationperth. sydney. melbourne. brisbane.
perth. sydney. melbourne. brisbane. We design and deliver learning and development programs that bring about business change. assess. align. accelerate. REAL OUTCOMES Astute Learning s focus is to improve
More informationCHARLES STURT UNIVERSITY WORKFORCE PLANNING FRAMEWORK 2007 2011
CHARLES STURT UNIVERSITY WORKFORCE PLANNING FRAMEWORK 2007 2011 1. DEFINITION... 1 2. CONTEXT... 1 3. STRATEGIC ALIGNMENT AND DRIVERS... 1 4. VALUES... 2 5. PRINCIPLES OF PRACTICE... 2 6. PERFORMANCE INDICATORS...
More informationLeadership Development Catalogue
The TrainingFolks Approach The importance of superior management, leadership and interpersonal skills are critical to both individual and organizational success. It is also critical to apply these skills
More informationCorporate programmes for employers. Corporate Training & Professional Development. University of Hertfordshire Business School
Corporate Training & Professional Development Corporate programmes for employers University of Hertfordshire Business School Plug into your true potential Contents Turning potential into performance 3
More informationTime Care Professional Services
Time Care Professional Services Time Care Professional Services Time Care Professional Services Welcome to Time Care Professional Services, giving customers access to the training and support that enables
More informationSDI - Service Desk Manager (SDM) - SDI-SDM
SDI - Service Desk Manager (SDM) - SDI-SDM Course Details Days 4 Course code SDI-SDM Course Outline Please note :The Service Desk Manager course has recently been re-launched by SDI to now be completed
More informationwe re all about you ABOUT US
HR Consulting Executive and Executive Recruitment and Recruitment HR Consulting ABOUT US Quinton Anthony s point of difference is their ability to intimately understand our business and objectives, enabling
More informationHow To Train For Business
TRAINING BROCHURE 2015 Sales Training International Limited www.salestrainingint.com / Tel: 0845 8901 701 Contents About Sales Training International... 2 Training Courses... 3 Leadership and Management...
More informationMasters. in Digital Marketing. www.digitalmarketinginstitute.com
Masters in Digital Marketing www.digitalmarketinginstitute.com Contents Masters in Digital Marketing 1. Welcome 2. Course overview 3. Course content 4. Course assessment 5. Digital Qualifications Roadmap
More informationJanuary 2016. Communications Manager: Information for Candidates
January 2016 Communications Manager: Information for Candidates Thank you for expressing interest in the role of Communications Manager. We have compiled this information pack to tell you more about The
More informationBSB50215. Diploma of Business
BSB50215 Diploma of Business ENROL NOW 03/04 About Conwal 08/10 Completion details Our Program Online Study Completion of your course Other qualifications you may be interested in Job Squad Who we are
More informationAccredited Training in Sales and Marketing
Accredited Training in Sales and Marketing...invest in a Brighter Future academy 2 academy s Introduction 03 Profile of Ethos Academy s head tutor 06 Course Details Level 1 Award in Sales and Marketing
More informationUnderstanding and Improving Customer Focus
Understanding and Improving Customer Focus How customer focus can help sustain and grow your organisation Module 1: Introduction to Customer Focus Last updated: December 2013 For more information and details
More informationBSB51915 Diploma of Leadership and Management. Course Overview
BSB51915 Diploma of Leadership and Management Course Overview Table of Contents Table of Contents... 1 1. Welcome... 2 1.1 The Victorian Chamber Team... 2 2. BSB51915 Diploma of Leadership and Management...
More informationCERTIFIED BUSINESS RELATIONSHIP MANAGER
CERTIFIED BUSINESS RELATIONSHIP MANAGER Leadership Stream Management, Business and Stakeholder Relationship personnel This Program is designed to provide graduates with a Nationally Accredited Professional
More informationPerformance audit report. Performance of the contact centre for Work and Income
Performance audit report Performance of the contact centre for Work and Income Office of the Auditor-General Private Box 3928, Wellington Telephone: (04) 917 1500 Facsimile: (04) 917 1549 E-mail: reports@oag.govt.nz
More informationDiploma in Applied Business. Education Engagement Enterprise
Diploma in Applied Business Diploma in Applied Business Business Development Services (Europe) Ltd. work in partnership with Putting education to work in your business... The Diploma is suitable for managers
More informationyour elearning partner innovative flexible Learning solutions
your elearning partner innovative flexible Learning solutions SOLUTIONS Learning Management System Custom Content Development elearning Course Catalogue Social Collaboration Platform Rapid Authoring Tools
More informationLeadership & People Management WSQ
Our frontline leaders in SIA are empowered to lead our service teams to achieve the highest levels of service excellence. They are trained in core functional skills as well as given the opportunity to
More informationDiploma In Coaching For High Performance & Business Improvement
THE HOUSTON EXCHANGE POWERFUL, PROFITABLE CONVERSATIONS Diploma In Coaching For High Performance & Business Improvement A professional coaching qualification for Leaders, Managers and HR professionals
More informationNEC Contact Centres (Genesys)
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
More informationAQTF Audit Report Initial Registration
AQTF Audit Report Initial Registration Australian Pacific College Brisbane NTIS# 32352 FM-PMA-34e TRIM No: 10/159096 Version 3 2 November 2010 Training and International Quality Organisation details Principal
More informationClubPATHWAYS. The club industry is an unique and exciting industry developed by the community for the benefit of the community.
ClubPATHWAYS The educational path to industry success and sustainability The club industry is an unique and exciting industry developed by the community for the benefit of the community. As an industry
More informationRedPrairie for Workforce Management
RedPrairie for Workforce Management Transforming the Workplace for an Agile, Accountable, and Efficient Enterprise Can you imagine a company where all workers consistently perform their jobs according
More informationSales Performance Improvement
Sales Performance Improvement The CappcoPartners team manage and improve revenue generation processes by fine tuning the value proposition, implementing demand creation campaigns which drive quality leads
More informationSpecialist training and coaching for retail bank staff, managers & executives
OXFORD FINANCIAL SERVICES TRAINING Specialist training and coaching for retail bank staff, managers & executives MUNGO DUNNETT ASSOCIATES Our Specialism About the company 2 Introducing Oxford Financial
More informationBSB50615 Diploma of Human Resources Management
BSB50615 Diploma of Human Resources Management 03/04 About Conwal 08/10 Completion details 05/06 Who we are Accreditation Age requirements What we provide Course overview Our Program Assessment Online
More informationSales Process White Paper
The objective of this white paper is to explain the value of implementing and managing consistent sales processes. The data included in the white paper has been taken from a variety of sources including
More informationChange Management Practitioner Competencies
1 change-management-institute.com Change Management Institute 2008 Reviewed 2010, 2012 Change Management Practitioner Competencies The Change Management Practitioner competency model sets an independent
More informationThe entrepreneurial role in the market economy
MBA Entrepreneurship Specialisation The entrepreneurial role in the market economy is a major influence behind spirited economic activity in all corners of the globe. Our MBA with a Specialisation Track
More informationProgramme Specification
Programme Specification Title: International Business Final Award: Bachelor of Arts with Honours (BA (Hons)) With Exit Awards at: Certificate of Higher Education (CertHE) Diploma of Higher Education (DipHE)
More informationRecruitment Process Outsourcing Methodology Statement
Recruitment Process Outsourcing Methodology Statement Contents An Overview... 3 Steps To Success The Components of an Outsourced Recruitment Process... 4 Why Use RPO?... 6 Why Consult Group?... 8 About
More informationHelping our clients win in the changing world of work:
Helping our clients win in the changing world of work: Recruitment Process: Why Outsource? A Manpower Insights Paper The future of RPO looks strong despite or perhaps aided by the current global recession.
More informationSage CRM. Communicate, Collaborate, Compete with Sage CRM
Sage CRM Communicate, Collaborate, Compete with Sage CRM FEATURES AT-A-GLANCE FOR ALL USERS Easy to use with fresh look and feel Fully customisable interactive dashboard End-user personalisation of interface
More informationFIVE REASONS TO STUDY PSYCHOLOGY AT UOW
CONNECT: WELCOME Psychology, as an academic discipline, is the study of the human mind and behavior. We study both the why and how of human behavior. We try to understand how the human mind gives rise
More informationFive Secrets to Contact Center E-learning and Coaching Success
Five Secrets to Contact Center E-learning and Coaching Success A Guide to Best Practices An Ovum White Paper sponsored by Publication Date: August 2010 INTRODUCTION Training tools are valuable to contact
More informationDigital Marketing Institute s. Professional Diploma in Digital Selling. Validated by the Syllabus Advisory Council (SAC)
Digital Marketing Institute s Professional Diploma in Digital Selling Validated by the Syllabus Advisory Council (SAC) Content Professional Diploma in Digital Selling Welcome Course overview Course content
More informationProgramme Specification
Programme Specification MASTER IN BUSINESS ADMINISTRATION 1 Awarding body University of Cambridge 2 Teaching institution Judge Business School 3 Accreditation details EQUIS 4 Name of final award Master
More informationPOSITION DESCRIPTION. Role Purpose
POSITION DESCRIPTION Position Title Position Number Reports to Manager Marketing and Sales, UnitingCare Ageing Functional Auth HRM Auth Region UnitingCare NSW.ACT Communication and Marketing Date Date
More informationMaster Level Competency Model
Change Manager Master Level Competency Model The Change Manager Master competency model sets an independent industry benchmark for SENIOR level change management practitioners. The model was launched in
More informationProject Management Institute
Project Management Institute Professional Education Training Innovative solutions for modern businesses www.syzygal.com Quality matters Now in its fifth edition, the Project Management Body of Knowledge
More informationTalent Management and OD Specialist
Position Employee category level Department Reporting to Line reports Purpose of the role Key Responsibilities Talent Management and OD Specialist Professionally qualified HR professional and experienced
More informationPrestige Staffing Personnel is locally owned and operated and has continuously provided
Company profile The Complete HR package Prestige Staffing Personnel is locally owned and operated and has continuously provided the complete human resources package on a national level since 1998 including:
More informationWho is the RBA? The Certified Retail Banker (CRB) qualification is the only retail banking qualification programme of its kind in the world that:
21/08/2015 1 Who is the RBA? The RBA is the only educational and professional body in the world dedicated exclusively to offering post-graduate professional education in the retail banking field. The Certified
More informationProgramme Specification
Programme Specification EXECUTIVE MASTER IN BUSINESS ADMINISTRATION 1 Awarding body University of Cambridge 2 Teaching institution Cambridge Judge Business School 3 Accreditation details EQUIS 4 Name of
More informationManaging & Enabling Change
Managing & Enabling Managing & Enabling Experienced people, processes and methodologies that can guide you through change are critical to your business success SMS has partnered with Prosci to change enable
More informationStudent Handbook. Chartered Institute of Customer Relationship Management Africa
CICRMA Chartered Institute of Customer Relationship Management Africa Student Handbook The Chartered Institute Of Customer Relationship Management (Africa) N0. 6, Sims Road Mount Pleasant, Harare Zimbabwe
More informationThere are business opportunities in abundance
Master MBA Business of in Emerging Administration Markets Specialisation There are business opportunities in abundance throughout the emerging markets of the world; however the unique challenges that accompany
More informationIDP Education Position Description
IDP Education Position Description May 2016 1. IDP Education Overview and Context IDP Education is a global leader in the international education industry which operates a number of related business lines
More informationDIGITAL AND SOCIAL MEDIA TRAINING WORKSHOPS
DIGITAL AND SOCIAL MEDIA TRAINING WORKSHOPS WELCOME Over the past five years we ve helped scores of clients including Queen s University Belfast, Allstate NI and The Arts Council of Northern Ireland, upskill
More informationCERTIFICATE IV, DIPLOMA & ADVANCED DIPLOMA of PROJECT MANAGEMENT
Answer: Become Qualified in PROJECT MANAGEMENT Flexible Training Format Developed by Industry Leaders Delivered by Experienced Facilitators Assignments Applied to Real Workplace Situations Nationally Accredited
More informationBUILDING INDIVIDUAL & WORKPLACE CAPABILITY
BUILDING INDIVIDUAL & WORKPLACE CAPABILITY About Navitas Resources Institute At Navitas Resources Institute (NRI) we take a true partnership approach with clients in the design and development of programs
More informationBT Contact Centre Efficiency Quick Start Service
BT Contact Centre Efficiency Quick Start Service The BT Contact Centre Efficiency (CCE) Quick Start service enables organisations to understand how efficiently their contact centres are performing. It
More informationEmployer Demand for Qualifications for Sales Professionals
Employer Demand for Qualifications for Sales Professionals Chichester CWL Development Fund Project Final Report Prepared by: Sandra Coley Business Development Manager 24 th June 2011 Contents Page 1. Introduction
More informationABSTRACT. 2016 Workforce Management Product and Market Report
ABSTRACT 2016 Workforce Management Product and Market Report 1 DMG Consulting s 9th annual Workforce Management Product and Market Report provides the most thorough and detailed overage of this technology
More informationConfidence in negotiation outcomes and a winning performance every time
Confidence in negotiation outcomes and a winning performance every time Foreword from Jonathan O Brien Foreword from Jonathan O Brien Throughout my 25 year career as a procurement professional, I ve learnt
More informationCERIDIAN TRAINING & EMPLOYEE DEVELOPMENT PROGRAMS
CERIDIAN TRAINING & EMPLOYEE DEVELOPMENT PROGRAMS Invest in your people and generate greater profitability for your organization. CERIDIAN TRAINING & EMPLOYEE DEVELOPMENT PROGRAMS Organizations can demonstrate
More informationBusiness Services Directory 2015 Everything your business needs
WORKING WITH Business Services Directory 2015 Everything your business needs Introduction The UK s recruitment industry is growing. Is your business set up for growth, staying one step ahead and ready
More informationCHANGE MANAGEMENT PLAN
Appendix 10 Blaby District Council Housing Stock Transfer CHANGE MANAGEMENT PLAN 1 Change Management Plan Introduction As part of the decision making process to pursue transfer, the Blaby District Council
More informationCreating Real Value for Your Customers and Your Organization in the Call Center
2011 The Business Value in Balancing Call Center Efficiency with Customer Satisfaction Creating Real Value for Your Customers and Your Organization in the Call Center Sponsored by 1 Striking the Balance
More informationMBA students develop, or already possess,
Master MBA Leadership of Business Specialisation Administration MBA students develop, or already possess, strong management skills; however the practice of effective leadership is essential for dedicated
More informationBACHELOR OF SPORTS MANAGEMENT
BACHELOR OF SPORTS MANAGEMENT 1 2 3 4 5 YOUR NEXT GENERATION EDUCATION A sports management degree designed by the best, for the best At ICMS we are connected with industry. We work with sports industry
More informationSUPPORT KNOWLEDGE QUALIFY PETROCTM
Petroc Direct also deliver apprenticeships and full diplomas/certificates in: Business & Administration Customer Service Health & Social Care Hospitality & Catering For apprenticeships please contact 01271
More informationDid you know that Amadeus Altéa manages on average. passengers every second?
Did you know that Amadeus Altéa manages on average 22 passengers every second? 5 Customer service and customer satisfaction Customer support 24 hours a day, seven days a week +100 million travel fares
More informationPOSITION DESCRIPTION. Role Purpose. Key Challenges. Key Result Areas
POSITION DESCRIPTION Position Title Manager, Technical Services Support Position Number Reports to Manager Technology Services Functional Auth HRM Auth Region IT Services Centre Head Office Date Feb 2011
More informationHead of Engineering Job Description
Head of Engineering Job Description (Job Code and Level: E006) Definition: Overall responsibility and accountability for the Engineering function across the UK which will include people and budgetary management.
More informationwe transform sales revenue and therefore profit levels.
we transform sales revenue and therefore profit levels. Sales Training Our core sales transformation services provide you with sharper sales tools, and include... Proposal & Tender Development The Killer
More informationcustomer experiences Delivering exceptional Customer Service Excellence
Delivering exceptional customer experiences Customer Service QA can work with you to create customer experiences that consistently reflect the aims, values and aspirations of your organisation. Every organisation
More informationCorporate Profile. Financial Processing. Payroll Services. Management Reporting, Budgeting & Forecasting. Records Management & Archiving Services
Corporate Profile Financial Processing Payroll Services Managed for Remote & Regional AUSTRALIA SERVICES Management Reporting, Budgeting & Forecasting Records Management & Archiving Services Internal Audit
More information!"#$%&'()"*"++%(*,%-")+.*(#%/"0"#.12"*3
INTERNATIONAL BUSINESS SKILLS COURSEWARE!"#$%&'()"*"++%(*,%")+.*(#%/"0"#.12"*3!!!!!"#$!%&'()*(+,'(!".)+!""#$%&'%#()#*)+,"%("")./&$'%'%#(/" I hear and I Forget I see and I Remember I do and I Understand
More informationWorkforce Insights Employee Satisfaction Surveying
Workforce Insights Employee Satisfaction Surveying Overview One significant factor in your call center s success is how happy and satisfied the employees are. Employee satisfaction has an extremely high
More informationINTERNATIONAL SELLING PROGRAMME 2015
INTERNATIONAL SELLING PROGRAMME 2015 2 The International Selling Programme is Enterprise Ireland s proven export sales development programme targeted exclusively at maximising export sales for Irish companies.
More informationA world of HR at your fingertips
A world of at your fingertips Bradfield group 1 Contents The Bradfield Group... 4 Our Services... 11 Training... 6 Implants... 12 Leadership Courses... 7 Projects... 13 The Bradfield Certificate in Leadership...
More informationLaunch Your Career! Launch Your Career! Master of Business Degree Programs Administration (MBA) Graduate Diploma in Business. Administration (MBA)
Formerly Formerly UIC UIC SYDNEY SYDNEY Launch Your Career! Launch Your Career! Master of Business Degree Programs Administration (MBA) Master of Business Discipline of Accounting Administration (MBA)
More informationBusiness Improvement Solutions
Business Improvement Solutions THINKING BUSINESS > DRIVING IMPROVEMENT > ACHIEVING EXCELLENCE Assisting organizations to develop their capability to continuously improve performance in a sustainable manner.
More informationGraduate Diploma in. Management. (Grad.Dip.Mgmt)
cmi-ireland.com T: 01 492 7070 Graduate Diploma in Management (Grad.Dip.Mgmt) CMI Page 1 Graduate Diploma in Management About the Course CMI have teamed up with the ICM Institute of Commercial Management
More informationThe six digital imperatives. Moving your organisation towards Digital Excellence (and how we can help)
The six digital imperatives Moving your organisation towards Digital Excellence (and how we can help) Digital Excellence: a good place to aim for. Digital used to be just another channel to market. Now
More informationJOB AND PERSON SPECIFICATION
JOB AND PERSON SPECIFICATION Job Title: Division Grade: Reward Adviser G Reports To: Head of Organisational Development and Systems General Information The Commonwealth Secretariat is the principal inter-governmental
More information