Our Courses

When you’re ready to exceed Employee & Customer expectations.

Our workshop curriculum is one of the most robust in the industry. Across CX, EX and Contact Centers Participants tell us that we deliver the best training experience ever.

Here we present our Courses for Leadership, Management & Expert Roles and our courses for Frontline, Backline and ‘Everyone’. Because everyone – no matter what level or how many years of experience – should have a chance to learn and grow.

Courses for Leadership, Management & Expert Roles

Customer Experience Management / CCXP Exam Preparation
High-Performance Management for Inbound Contact Centres
High-Performance Management for Outbound Contact Centres
High-Performance Management for Email & Response Time Operations
High-Performance Management for the Live Chat Channel
How to Manage & Lead People
Journey Mapping for Professionals
How to be a Great Team Leader
How to Design a Quality Assurance Program for Service Excellence
How to Master Complaint Management & Handling
How to Monitor & Coach Frontline Team Members
How to Build a Customer-Centric Culture
How to Develop & Implement a Customer Experience Strategy
Customer Research Know-How for Non-Research People
How to Design & Execute a Great Mystery Shopper Program

Courses for Frontline, Backline & Everyone

Introduction to Customer Experience
Service Skills for Outstanding Phone-based Service
Service Skills for Outstanding Live Chat-based Service
Connecting with Customers through Email
How to Deliver a Great Voice for Social Media Customer Care
Managing Difficult Customer Situations
Omnichannel Customer Service for Agents
How to Upsell & Cross-sell
Consultative Telemarketing for Outbound Telemarketers
Contact Centers for Everyone
Customer Service for Everyone
Emotional Intelligence for Everyone
Stress Management for Everyone