It’s a Wrap - A Review of our Quality In Training Series One
BPA Quality UK | Contact Centre Quality
Providing contact centre quality solutions which will transform your customer interactions and deliver real results.
As the curtains closed on 2023 so did Season 1 of Helen Beaumont Manahan 's fabulous ‘Quality in Training’ LinkedIn live series. Before we kick off Season 2, we invite you to look back at any of the episodes you might have missed.
Throughout the last season, Helen shared the stage with guests including our senior trainer, Sophia Jakeman, our US training colleague and VP of People Development, Yvette Renda, Dane Newman our Insight Product Manager and Jude Yates, our UK HR Manager.?
Together, they delved into a range of topics, everything from working with vulnerable customers, exploring consumer duty and its implications, deep listening and effective questioning techniques, and more… Join us to revisit these insightful discussions and get ready for the upcoming season filled with even more engaging content.
Here’s what you might have missed:
Episode 1 - Improving Human Interactions
Helen kicked off the series with introduction to Quality in Training and what her exciting new LinkedIn Live series had in store, She shared anecdotes and learnings from the training team’s work with contact centres across the country what the trends she is seeing in customer contact training needs. The perfect starting point for anyone interested in improving their contact centre performance.
Episode 2 - Consumer Duty & Vulnerable Customers
The new FCA Consumer Duty came into effect in July 2023 and represented the latest addition to consumer protection in this area. This session discussed how the regulation was not just relevant to those in Financial Services; a key part of the guidance relates to good practice in assessment, testing, understanding and evidencing the outcomes our customers receive, which are foundational to good customer care in any industry.
The session also looked at how we can train our teams to have greater awareness of the dynamic nature of vulnerability, and how we can ensure we treat all our customers with the right levels of empathy, care and attention at all times.
Episode 3 - Effective Questioning & Deep Listening
Delivering a great customer experience in the contact centre has never been more important, and effective questioning and deep listening skills are critical to building strong relationships with customers.
Helen Beaumont Manahan and senior training team member Sophia Jakeman chat about effective questioning and deep listening. Both skills are often overlooked or under-valued, yet fundamental to success if we are truly to understand customer needs, resolve issues, and better manage emotional situations in every contact.
Episode 4 - Wellbeing & Resilience
For Mental Health Awareness Week, Helen Beaumont Manahan invited BPA Quality’s HR Director, Judith Yates to talk about Wellbeing and Resilience.?
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The session also discussed the need to cultivate the conditions for a resilient workforce - whether remote, in-house or hybrid - and how the onus is on organisations to enable individuals to boost their resilience through a practical and authentic focus on wellbeing.
Episode 5 - Ready, Set, Consumer Duty
Helen and BPA Quality’s Insight Product Manager Dane Newman talked about how all companies should be listening in to the regulatory 'mood music' around championing good customer outcomes for the benefit of all customers.??
This insightful chat looked at the importance of the new regulations, what it could mean for company culture and CX, and discussed how 'cross-pollination' with other sectors should be a natural and positive progression in contact centre quality.
Episode 6 - Global Trends in Contact Centre Training
It’s no surprise that there are some common 'golden threads' in effective contact centre practices across the globe, as well as some key differences. So what does the post-pandemic picture look like in contact centre training on both sides of the Atlantic??
Helen was joined by US-based training colleague Yvette Renda to discuss how cultural nuance, regulatory and multi-lingual considerations, and customer expectations are affecting training needs for advisors and other contact centre teams in the US, UK & beyond.
Episode 7 - How Self-awareness Supports Our Relationship with Customers
Senior Trainer Sophia Jakeman returned to double-click on how our teams can excel in building and maintaining strong relationships. The session looked at the transformative power of self-awareness in supporting our customers and ourselves, as well as the central role of empathy and how expanding self-awareness is central to enhanced customer interactions and relationships.?
Series 2, Episode 1 - Ready to upskill your team in 2024?
Season two of Quality in Training starts on Wednesday, January 17th where Helen will be looking at? Challenges and Opportunities for Contact Quality and Training in 2024.
You can join her simply by clicking ‘attend’ at https://www.dhirubhai.net/events/7148704062610337792/