This document discusses career progression opportunities for contact center agents. It outlines the typical roles and requirements to advance from an agent to team leader, manager, executive. It emphasizes that contact center experience provides transferable skills in business functions like customer service, performance management, and data analysis. These skills can be applied to careers in management, human resources, marketing and communications. The document recommends developing a personal strategic career plan and continuing education to retain designations and advance in the contact center field or beyond.
A simple plan : 5 Step Enhanced contact centerAshutosh Anil
As the title suggests, a simple plan to enhance any brand's contact center business, and through it, their customer experience.
Hope it is worth the reader's time and helps spread the awareness and empowerment to bring customer centricity to their business.
Executive Secretary - What are the skills of executive secretary?Zabeel Institute
Executive Secretary is extremely knowledgeable professionals who sustain execs or administration in an administrative capacity. They carry out research, manage schedules, as well as provide reliable and also effective administrative assistance.
This article discusses and explains to you about the Executive Secretary, and what are the skills of an executive secretary?
A simple plan : 5 Step Enhanced contact centerAshutosh Anil
As the title suggests, a simple plan to enhance any brand's contact center business, and through it, their customer experience.
Hope it is worth the reader's time and helps spread the awareness and empowerment to bring customer centricity to their business.
Executive Secretary - What are the skills of executive secretary?Zabeel Institute
Executive Secretary is extremely knowledgeable professionals who sustain execs or administration in an administrative capacity. They carry out research, manage schedules, as well as provide reliable and also effective administrative assistance.
This article discusses and explains to you about the Executive Secretary, and what are the skills of an executive secretary?
MSA Worldwide: Field Support in FranchisingMSAworldwide
This presentation addresses the role of field staff in franchising, coaching and consulting functions of the franchisor, the purpose and importance of field visits, and monitoring compliance to brand standards.
Training: The DNA of Your Franchise SystemMSAworldwide
This presentation addresses the role of franchise training in developing the knowledge, skills and attitudes in franchisees and their staff to achieve franchisor standards.
During this session, we team up with CSO Insights to discuss why great coaching is critical for a successful sales organization. We will also examine CSO Insights metrics that show revenue gains enjoyed by organizations with great sales coaches.
In the early days, people used to arrive at a career in BPO as if by accident. It’s now a more clearly defined profession in itself. Recent analysis by HfS Research (commissioned in partnership with Capgemini BPO), which surveyed BPO staff about their perceptions of BPO as a profession had generally positive findings, with the majority of experienced professionals seeing BPO as an enabler of innovation and business change. Yet there is work to be done particularly among newer entrants to the industry, with only one in eight seeing it as a long-term career option. That’s the challenge facing BPO leaders now if we are to continue the reputational growth of recent years.
MSA Worldwide: Field Support in FranchisingMSAworldwide
This presentation addresses the role of field staff in franchising, coaching and consulting functions of the franchisor, the purpose and importance of field visits, and monitoring compliance to brand standards.
Training: The DNA of Your Franchise SystemMSAworldwide
This presentation addresses the role of franchise training in developing the knowledge, skills and attitudes in franchisees and their staff to achieve franchisor standards.
During this session, we team up with CSO Insights to discuss why great coaching is critical for a successful sales organization. We will also examine CSO Insights metrics that show revenue gains enjoyed by organizations with great sales coaches.
In the early days, people used to arrive at a career in BPO as if by accident. It’s now a more clearly defined profession in itself. Recent analysis by HfS Research (commissioned in partnership with Capgemini BPO), which surveyed BPO staff about their perceptions of BPO as a profession had generally positive findings, with the majority of experienced professionals seeing BPO as an enabler of innovation and business change. Yet there is work to be done particularly among newer entrants to the industry, with only one in eight seeing it as a long-term career option. That’s the challenge facing BPO leaders now if we are to continue the reputational growth of recent years.
Worker attrition in the contact center industry front line can be a costly and frustrating problem. The attractiveness of outside offers as well as management issues inside the organization can both contribute to difficulty in holding together a strong team. Fortunately, through a balanced and strategic approach, it is possible to create an environment that encourages better worker retention and positive results.
Get your business benefitted with the Silver Bullet Coaching Framework specially offered by the Small Business Coach Associate. Our Silver Bullet Framework will help small business owners to understand their business priorities better and strengthen day-to-day business operations for improved results. The Silver Bullet Coaching process will include powerful business learning process, plan deployment and so much which are crucial for an entrepreneur to learn. Need more details? Get in touch with us at Small Business Coach Associate now. Visit us:- http://www.smallbusinesscoach.org/
Entrepreneur Scan - The Definitive Entrepreneurial Assessment ToolIdeas 2 Reality
E-Scan is an online psychometric assessment tool which evaluates the participants against 10 key entrepreneurial characteristics and establishes the thinking styles which are employed by the person; thus providing a unique and individual 'Entrepreneurial DNA'
For more information, visit us at:
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Contact us:
info@ideas2reality.co.uk
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The Amended B-BBEE Construction Sector Codes forces construction companies to focus on training and mentoring black people to speed up transformation in the industry. This presentation will demonstrate how Bayanda can enable large companies to score maximum B-BBEE points
Organizations and workers were thrust into a transformational change that left both work and home environments in a state of chaos. The need to understand the impact of the shift from the traditional workplace to a hybrid world provides you with the opportunity to realign and navigate how we work.Traditional work/life balance strategies will need to shift to a more integrated lifestyle to support the hybrid working model.
11 Feb 2021 10:00 am - 11:00 am
As most of us believe AFRICA IS CALLING indeed – it’s bunker down time for our contact centre operations to get better getting right what we do so that it’s portable and transportable across the continent. And that absolutely starts with getting our people ‘right’ first
2020 will be remembered as a somber year when the world changed, right in front of our eyes – week to week, month to month and lockdowns to unlocking. The BPO industry’s response was rapid and the collaboration of various public, private and governmental players was nothing short of noteworthy. It is also the year when South Africa ranked 2nd most favoured offshore destinations of the year. As we come back slowly to the new normal, we need a winning strategy to take us to the next level of service delivery for clients across the world. This will have to be a strategy of taking the South Africa customer experience ‘to the world’ while the world cannot visit (fully) due to the pandemic. This is OUR time.
In-terms of BBBEE Requirements, every company seeking to earn BBBEE Points for Procurement, should establish a Procurement Standard for itself, based on its interpretation of the BBBEE Code and apply that standard to Suppliers.
The Online and Internet Debate - The Film and Publication Bill (The Internet Censorship Bill). This Legislative change threatens to have devastating consequences for the Digital Sectors in SA including the Contact Centre Sector and it is for this reason that the CCMG is hosting an online discussion with Dr Ivor Blumenthal.
Audio of presentation provided in video
As you work to complete your awards entry, keep in mind the Hero’s journey and use the steps as your plan. The deadline is looming but the light at the end of the tunnel is you, the hero, showing the way with your light sabre.
Policy and Criteria for Recognising a Professional Body and Registering a Professional Designation for the Purposes of the National Qualifications Framework Act, Act 67 of 2008
As one of the Shared Services, Learnerships provide valuable BBBEE points.
Join us at an online CCMG Knowledge Sharing Event on understanding & applying 12h as a CCMG EA activity. This information session is for members of the CCMG, who can earn 1 CPD point for attendance.
The CCMG/BPESA Contact Centre Industry Awards are the only industry-wide awards in South Africa. The prestigious professional Awards recognise the best of the best in the industry and set a benchmark for all Contact Centres and individuals to strive towards.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
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As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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Presented at The Global HR Summit, 6th June 2024
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5. Why not use your Call Centre Job
to build a future career?
Options:
Management
Human Resources
Marketing
Communications
6. See your career as a path
So you started as a Contact Centre Agent
Learn to identify and work with customers; how
to understand needs and problems and fix them;
gather call centre related data; operate as a
team member; performance manage yourself…
Much of these are business functions with
multiple applications..
7. Requirements for a
Contact Centre Agent
CCS L2 or 3 qualification
For the designation: Above plus entry exam
Minimum 2 years of experience – T & C applies..
CPD requirements…
Joe Soap (CCA)
8. Requirements for Contact
Centre Team Leader
So you are a Team Leader?
You will understand, implement service level
agreements; Monitor and control Contact Centre
support staff; Apply sales knowledge; Identify
customers; monitor performance; coach others;
work with statistics..
Management functions, applied…
9. Contact Center Manager
Articulate operations in either a commercial or emergency
environment
Analyse and use statistical data
Manage the quality of operations, service levels and
performance levels and implement service delivery
Assesses the sales environment and take appropriate action
where necessary
Determine and apply rewards and incentives, develop and
maintain contact centre customer database
Lead contact centre team members in diverse environment
11. Retaining the designation
Perform CPD activities worth 50 points within a 3 year cycle
Adhere to the CCMG’s code of conduct
Participate in CPD activities as follows
Education and training for up to 10 points
Professional development for 25 points
Personal development for 15 points
Ensure that hisher membership fees are paid
12. Contact Centre Executive
Initiate, develop, implement and evaluate operational
strategies, projects and action plans to improve
effectiveness of the contact centre
Monitor and measure performance and apply continuous
or innovative improvement interventions in the unit
effectiveness
Lead and manage a team of first line managers
Build relationships with superiors and stakeholders
Apply principals of risks, financial and knowledge
management and business ethics
Enhance the development of teams and team members
14. Retaining designation
Adhere to the CCMG’s code of conduct
Perform CPD activities worth 50 points within a 3
year cycle
Participate in CPD activities as follows
Education and training for up to 10 points
Professional development for 25 points
Personal development for 15 points
Ensure that hisher membership fees are paid
15. Getting Practical…
How to plan your career
Capitalize from professionalism
Personal Strategic Plan…?
Your introductory or title slide should convey the overall “feeling” and focus of your presentation. For instance, I typically present about small-business trends, new business ideas, growth opportunities or other positive trends. In this sample presentation, I’m talking about new business ideas, so I used a sun graphic in this slide template to convey a positive feeling. Personalize this slide template with your company’s logo. To add a logo to all slides, place it on the Slide Master. To access the Slide Master, on the Themes tab of the Ribbon, click Edit Master and then click Slide Master.Disclaimer: You understand that Microsoft does not endorse or control the content provided in the following presentation. Microsoft provides this content to you for informational purposes only; it is not intended to be relied upon as business or financial advice. Microsoft does not guarantee or otherwise warrant the accuracy or validity of this information and encourages you to consult with a business or financial professional as appropriate.RIEVA LESONSKY Founder and President, GrowBiz Media RievaLesonsky is founder and president of GrowBiz Media, a content and consulting company specializing in covering small businesses and entrepreneurship. A nationally known speaker and authority on entrepreneurship, Lesonsky has been covering America’s entrepreneurs for nearly 30 years. Before co-founding GrowBiz Media, Lesonsky was Editorial Director of Entrepreneur Magazine.
I like to speak spontaneously, so I use PowerPoint as an outline to keep me on track. It’s best to keep your PowerPoint text brief, simply reinforcing key points you will talk about at more length. You can use this slide template to convey a series of steps or related points in a short format.
I like to use an off-balance layout to keep things from getting too symmetrical. Customize this slide template graphics of your choice, including photos, clip art, your logo or illustrations. Good photos really help cement an idea in the audience’s mind. This slide is animated to display an appropriate image as you introduce each business type.
I often use color and graphics to add excitement to a presentation. Just because it’s about business doesn’t mean it has to be staid—you need movement, energy and color, as in this slide template. Use this slide template to illustrate relationships or processes. In this slide, I used it to show how demographic trends create a new consumer group and what products that group purchases. You could also use it to illustrate your sales cycle or relationships among departments in your company.
Insert a chart in this slide template to illustrate your topic visually, then use bullets or color to call out key findings or points from your chart in a brief format.