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Off-the-shelf content roadmap

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Problem Solving (Contact Center)
Problem solving is at the heart of good customer service. Think about it – customers are not calling you for a chat! They are calling because they have a prob-lem and they want you to resolve it. Making sure that you end the call with a satis-fied customer is no easy task. You will need to use effective problem-solving skills to resolve their query – whether it’s a routine issue or a complex problem. This module looks at some techniques for effective problem solving, so that you can take ownership for finding solutions to any problems you face in your role, and to ensure you feel confident in dealing with customers.
Email Customer Service (Contact Center)
Every email sent to a customer is an opportunity to connect and enhance their ex-perience with your company or brand. Therefore it’s important to pay attention to each one. This module will outline some ways to help you approach your customer service emails. Respond effectively every time and inspire your customers to come back for more!
Rapport Building (Contact Center)
Rapport building is the process of establishing a connection and sense of understanding between two or more people. It is one of the foundation stones of communication and is therefore essential for delivering excellent customer service. In this module you’ll learn some simple concepts and techniques that will help you to have more enjoyable and productive customer interactions, and make you feel more comfortable and confident in your role.
Handling Brave Conversations (Contact Center)
Some conversations are harder than others. Knowing how to react and keep calm in tough and stressful situations can be challenging. Knowing how to respond in the best way possible can be even more so. In this module you’ll learn some simple techniques that will help you feel more comfortable during brave conversations so that you can achieve the best result for both you and your customer.
Incontinence Management Parts 1 and 2 (Adult Social Care, Health)
These modules are for those working in social care, residential care and health care settings who care for patients who might suffer with incontinence. The modules cover what incontinence is, the different types and underlying causes and other associated conditions.
Introduction to Retail (Retail)
There are some basic principles that apply to all retailers that you should understand: hygiene, temperature control, price control, replenishment, customer service. We will look at these subjects in an overview in order to help induct you into retailing principles.
County Lines (Adult Social Care, Children’s Social Care, Housing, Health)
This module is designed to raise awareness of ‘County Lines’ and is relevant to all those working with at risk children, young people and vulnerable adults. A ‘county line’ describes a situation where an individual or group establishes and operates a telephone number in an area outside of their normal locality to sell drugs directly to drug users. It involves drugs, violence, gangs, safeguarding, modern slavery and trafficking, criminal and sexual exploitation and missing persons.
Objective Setting (Foundation Skills)
Companies set aims and objectives at an organisational level to provide them with a framework around which to create their plans. These plans enable an organisation to set particular targets and monitor their progress towards achieving these. An organisation then communicates their goals to their employees through a business plan which is then translated to individual objectives across the organisation. These individual objectives focus every employee’s attention on carrying out work that enables the organisation to achieve their aims and objectives.

Coming soon

Life Transitions (Foundation Skills)
This module describes what is meant by Life Transition events and will help you identify some of the emotions that may be experienced during a Life Transition. You’ll be able to describe the stages of the Change Cycle, understand some of the coping skills needed during Life Transitions and name some of the professional support groups available. We’ll also help you understand the impact Life Transitions can have on performance in the workplace.
Data Protection Suite (Foundation Skills)
This is a suite of five modules covering all aspects of Data Protection for the modern, post-GDPR age. The modules cover: 1. Data security and security breach reporting 2. Data protection principles, subject rights and other requests for information under Freedom of Information/Environmental Information Regulations 3. For call center workers and accounts team who take payments by phone 4. Freedom of Information/Environmental Information Regulations for Managers and HR 5. Freedom of Information/Environmental Information Regulations for Marketing
CSR (Foundation Skills)
This short module is all about corporate social responsibility. You may not have had much involvement in your organisation’s CSR strategy up to now, or you might have been wanting to get involved, but not been sure how. This is your chance to get clued up.
Agile Project Management Suite (Foundation Skills)
This is a set of two modules covering different aspects of Agile Project Management. In the first module you’ll find out what Agile Project Management is, the basics of how it works, and how it can help you deliver fit for purpose projects in a fast paced and changing environment. The second module explores what a Scrum is and how to use them to successfully apply Agile methodology to your projects.
Lean M2 and M3 (Manufacturing)
The second and third modules in the Lean suite follow on from the Introduction provided in Module 1. Module 2 is on The Application of Lean and is broken into 5 sections that cover the most important aspects of Lean and how the methodology can be applied to your organisation. Module 3 is titled Practical Examples of Lean and you’ll see how Lean can be taken from the factory and applied to the office environment.
Resilience (Contact Center)
Let’s face it, when working in customer service there will be plenty of challenging situations you’ll need to navigate. You might find in such instances that you strug-gle to manage your emotions and stay on track - it’s completely natural to feel an-gry or upset during the tough times. By working on our resilience skills, however, we can find ways to help us push through these situations. The great thing is that resilience can always be learned and improved.
Sales Process (Contact Center)
Generating sales can be tricky, especially considering that a lot of people don’t like being sold to! There is no ‘one size fits all’ approach for sales calls, your strategy will vary depending on the site, the customer and the product or service you are selling. However, there are some simple steps you can take to enhance your skills. This module will introduce you to some general tips and techniques that will help you to engage with customers effectively from start to finish, in order to achieve the desired result.
Workforce Management (Contact Center)
Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered to your customers. But getting this right can be tricky! Manager, Ahmed is about to start his shift at a busy contact center. Let’s see how he manages his staff levels in line with forecast contact volumes and how he copes with unexpected events that arise throughout the day! As you work through, try to pick up some tips to use in your role to ensure that no matter what happens, you’ll be best placed to meet ever changing workplace demands.
Coaching for Success (Contact Center)
Great coaching is a must if you want your call center agents to perform well and provide excellent customer service to your customers. Coaching call center agents provides an opportunity for them to gain new skills, get feedback on the work they're doing, and get to the heart of any problems they may be experiencing. But what is coaching and how can you use it to get the best out of your team? Let's see!

Planning

Safeguarding Level 3 (Health)
This module follows on from the Levels 1 and 2 titles on Safeguarding in our suite of courses aimed at those who work in the Health sector, taking learners to Level 3 of the NHS Core Skills Framework.
Payment Services Directive (Financial Services)
This module will provide a high-level introduction to the Revised Payment Services Directive (PSD 2) and the Payment Services Regulations 2017 (PSR 2017). Covered in the module will be Payment Services, Authorisation and registration, Conduct of Business, Capital resources, Safeguarding and Complaints.
Dementia L2 (Adult Social Care, Health)
This course is for those in social care, health and housing settings who provide direct care and support for people living with dementia. The course meets the requirements for Tier 2 of the Dementia Training Standards Framework which was developed by Skills for Health, Health Education England and Skills for Care (2018) and follows on from the existing module in the Social Care, Health and Housing catalogues.
Procurement suite (Foundation Skills)
A suite of content designed to be a one-stop shop for all you need to know about procurement. The content will cover the following topics: 1. Introduction to Procurement - procurement definition; procurement v buying; Department, process of relationship; Centralised v decentralised; Stakeholder relationships 2. The Procurement Cycle 1 - overview of the ten steps of the cycle (Cycle will be categorised further into Plan, Procure and Implement) 3.Managing spend and costs 4. Supplier selection and evaluation 5.Award and manage the contract 6.Manage the supply base
Food safety L1, L2, L3 (Manufacturing)
These much-used titles have been a hit with our social care and hospitality customers for a number of years. They have now been specially adapted for food manufacturers, with contexts and case studies tailored accordingly.
Scabies (Foundation Skills)
By the end of this short course, you will be familiar with what causes scabies, how you can spot it, then how best to deal with it.
Bar Skills for Staff and Managers (Hospitality)
This is a set of two modules on bar hospitality. One is aimed at staff and another at managers. Across the set we’ll look at setting up the bar and all the ways you can ensure a smooth and high quality service.
Cellar Management (Hospitality)
By completing this module, learners will understand the basics of cellar management, including staying safe, preventing wastage and ensuring quality.