Agent and Team Leader Programmes

CCA Recognition Programme for Talented Front-Line Managers

CCA is launching a new programme to equip team leaders with the skills and competencies required for managing teams in a multi-channel digital environment and to present them with a fresh and up to date perspective on front-line support and engagement.

 

Programme Schedule

16 November Programme Launch, Glasgow

December Broadcast 1: Facing challenges and dealing with conflict

January Broadcast 2: Practical Coaching

February Broadcast 3: Understanding behaviours and personality types

March Broadcast 4: Mindfulness at work

 


CCA Recognition Programme for Talented Front-Line Advisors

We all have somebody in the team that we would love to clone – they always go the extra mile, have the right attitude and perform consistently well. However, recognising these achievements and encouraging the same behaviours team-wide is not always easy.

CCA is launching a new programme to recognise and promote the best front-line talent in customer service. The programme will build on existing skills and traits to support ongoing personal development.

 

Programme Schedule

16 November Programme Launch, Glasgow

December Broadcast 1: Effective communication and assertiveness

January Broadcast 2: Delivering a great customer experience

February Broadcast 3: Building trust with customers

March Broadcast 4: Mindfulness at work

 

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