CONTACT CENTRE & SHARED SERVICES
Training & Development
Courses and Programs designed for Contact Centre Leaders, Managers and Customer Service Consultants.
The nature of our workplace is changing, and with many organisations reporting a lack of leadership competency, now is the time to future proof and improve your operational talent.
Watch our short showcase:
This short clip shows how our platform benefits Contact Centres, providing targeted and ongoing training and development, and achieves high levels of engagement and learning.
Flexible Training Options
We know operational environments leave little chance for you to commit days at a time for development - so we design our training courses with flexibility in mind. Every course has:
- online eModules, accessible anytime on any device
- supportive 1:1 coaching sessions at times scheduled by you
- contact centre themed activities, examples, scenarios, templates and resources
- option to add facilitated workshops to supplement learning
Real Experience for Real Skills
The BBB Advisory team are experienced consultants who have each led and managed at all levels across all sectors ourselves. We have proven results particularly in contact centres and shared services teams, and we develop our courses to what we know is relevant and relatable.
Learning that Sticks
We are experts in creating learning that truly transfers the knowledge and skills leaders and managers need to create high performing, accountable and responsible teams.
All courses are interactive, engaging and include supportive coaching sessions, access to the BBB Team anytime for ongoing support, and optional facilitated workshops, enabling you to optimise your learning and apply it with positive and sustained outcomes for your people, customers and business.
What we offer:
CUSTOMER SERVICE & SKILLS TRAINING
Our training is suitable for:
Leaders & Managers who aspire to successfully take the next steps in their career
Existing team leaders/managers who want to fill a competency gap
Customer Support Phone Agents
New team leaders
Aspiring leaders
By 2025 millennials will make up the largest percentage of our Australian workforce - yet more than 1 in 2 millennials say they lack effective leadership development.
SOURCES: Deloitte; Hawarth and Work Collectiv.
Not sure where your leadership strengths & development areas are?
Take our Leadership Health-Check Assessment
Developed with the operational team leader in mind, this short self assessment will help you to better understand your leadership strengths and development areas - once completed, we will email your results directly to you, along with an invite to discuss further if you'd like to:
Need some direction?
We've done some heavy lifting for you with these free resources:
Tips for Leading a Hybrid & WFH Team
You have probably realised by now that leading a team of people you cannot see everyday brings more challenges to your leadership role. Download this PDF and discover some ways to tackle these.
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Video - Leading Change (3min)
How well does your team respond, embrace and embed change? This short clip helps why team leaders and managers benefit from understanding fundamental change skills and practices.
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Article - Leading with Authenticity
A great starting point for leadership development is to take a good look inwards, to yourself, and develop yourself on the inside, so you can be a better leader on the outside.
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Prefer training that's unique to your culture and people?
Many of our clients want courses and programs with learning outcomes and activities aligned to their organisation’s existing frameworks, specific deliverables, culture, values, language, etc.
Using our Leadership Framework & Assessment methodology, we can work with you to recommend and develop the courses that best suit your leaders and managers needs - at the relevant skills level and with the right competency outcomes.
Explore this option now by sending us an email (below) and we'll be in touch to discuss options with you.