Great CX Professionals connect business strategy to human experience.

They deepen their understanding of the five core competencies of the CXPA framework and become trusted changemakers within their organizations.

This course combines practical CX management tools with exam-focused insights to help participants lead CX with confidence and, for those who wish to, prepare for the Certified Customer Experience Professional (CCXP) exam.

Great cultures don’t happen by chance — they’re built through leadership, belief, and action.

Participants learn how to translate company purpose into employee behaviors, align leaders around CX values, and nurture a workplace where great experiences thrive.

We also cover what holds culture back — and ideas to overcome barriers.

This program helps organizations evolve from CX as an idea to CX as a living, breathing culture that shapes everyday decisions.

Great Contact Center Managers and Team Leaders turn complexity into clarity.

They learn the essential components of Contact Center success — from dynamics and metrics to processes and performance — and how everyone contributes to Center results.

It’s not the kind of know-how you learn in school — and learning purely ‘on the job’ isn’t enough to master a business discipline.

This program provides the structure and insight to manage operations with confidence and control.

Great Team Leaders multiply productivity, quality, and attitude across their teams.

They know where to spend their time, how to help and inspire through leadership, and how to build strong relationships through conversation — even the difficult ones.

This course has been called a masterclass in leading and managing people — with a focus on Team Leaders in Contact Centers and Customer Service.

Great Coaches turn observation into growth.

Participants learn how to design effective quality approaches, monitor performance across different dimensions, and coach in ways that build capability and confidence.

This course gives Team Leaders and Managers practical tools and approaches to help their people perform better at the art of having great conversations.

Great Quality programs build improvement, not fear.

Participants learn how to design and implement QA frameworks — step by step — that measure what matters, align with both business and Customer goals, and set the stage for quality development.

This course has been called a masterclass in creating Quality Programs that people respect, trust, and use well.

Outbound Centers operate very differently from inbound Centers.

Participants learn how to manage every aspect of an effective outbound campaign — from design requirements and metrics to key reports and team leadership.

Our practical approach comes from years of hands-on experience launching and running outbound campaigns in a BPO environment.

Great organizations use Mystery Shopper Research as a catalyst for CX improvement — sometimes on its own and sometimes alongside other Customer research methodologies.

Participants learn how to design meaningful Mystery Shopper studies, execute them effectively, and interpret both objective and subjective findings.

There are so many incorrect ways that Mystery Shopper programs are designed and executed — so we focus on helping participants avoid common mistakes and deliver programs that genuinely improve the Customer and Employee experience.

All based on our 25 years of global Mystery Shopper Research work with clients.

Great email writing is one of the most complex communication skills to master — because truly great emails sound human.

In this course, participants learn to use a 9-step process for writing emails that are clear, concise, and empathetic — whether writing to a Customer or a Colleague.

This training course has been so well received that several global clients, including DHL Global and Hyatt Hotels, have purchased it for their own in-house use — a real testament to its power and practicality.

Great chat conversations feel clear, human, and helpful.

We break a chat down into its core stages — Greet, Listen, Control, and Solve — and work through specific behaviors at each stage.

Everything from how to express empathy to how to structure a reply.

Because we’re Contact Center experts, we also cover the dynamics of Live Chat — including operational realities, best practices, and key metrics.

The more Participants understand the channel, the better they are able to use the channel.

Even today, Customers reach for the phone when they need help — especially for challenging or emotional situations.

This course is a masterclass in how to have great phone conversations. We break a call down into its core stages — Greet, Listen, Control, and Solve — and work through specific behaviors at each stage.  Everything from how to express empathy, and how to present an effective solution.

Because we’re Contact Center experts, and have worked with Frontline Employees for decades, we share practical and inspirational insights on how to better succeed in the role.

To get people interested in Customer Experience it helps to appeal to both their hearts and their minds. Our introduction to CX is designed for non-CX professionals to help inspire influencers and leaders throughout your organization.  People can’t help with what they don’t understand – and we not only close the gap, we help establish the imperative.  An important aspect of developing that all important Customer-focused culture where you work.

A masterclass in how to provide superb Customer Service experiences across multiple channels – particularly when you are responsible for managing multiple channels at the same time.

Great service includes knowing when and how to offer more value.

Together with participants, we build a complete upsell/cross-sell communication table with phrasing and techniques for each step — including relevance and benefit statements, as well as objection handling when needed.

This course helps people move beyond “selling” to building win–win outcomes for both the Customer and the Organization.

Great outbound calls are consultative, not pushy.

Participants learn how to plan effective call strategies, open conversations with purpose, and guide Customers toward solutions that make sense for them — even when that involves handling objections.

This course brings a practical, human approach to outbound sales — built on years of hands-on experience running outbound programs for Clients around the world.

More and more service professionals today handle multiple channels — and work to deliver consistently great experiences across each one.

In this special course, participants learn how to maintain tone, empathy, efficiency, and effectiveness while switching between phone, email, chat, social media, and even face-to-face interactions.

Because we teach every channel of communication, we help people identify what stays the same across channels — and what specific nuances make each channel unique. All designed to build confidence and skill.

Great service starts inside the organization.

This course helps everyone understand that serving colleagues well is the first step to serving Customers well. 

Participants explore the principles of internal and external service — how responsiveness, clarity, and care between teams build a workplace where helping each other is simply how great service happens every day.  A real culture-building program.

Great Customer Experience isn’t about a department — it’s a shared responsibility across everyone.

This course helps participants from all areas of the organization understand how their actions, decisions, and communication shape the Customer experience.

We explore the fundamentals of CX, what it looks like in their own roles, and how working together across functions creates consistency, trust, and stronger results for both Customers and colleagues.

Great relationships begin with self-awareness.

This course gets into the essentials of emotional intelligence — understanding emotions, managing reactions, and recognizing how our behavior affects others.

Through scenario-based discussions, participants explore self-awareness, self-regulation, empathy, and social awareness — and learn how to bring them to life in the work they do every day.

Learn how to build rapport and provide value to Customers during telemarketing conversations.

The concept of serving others shouldn’t just be one for Customer Service professionals.  We help to shift mindsets & attitudes so that everybody has better intentions and better communication.

Great work isn’t possible when stress runs the show.

This course explores how unmanaged stress impacts communication, teamwork, and performance — and what can be done about it. Participants learn to recognize stress signals early, apply practical coping tools, and build habits that promote energy, focus, and balance.

It’s about creating a culture where people look after themselves, support each other, and deliver great results, even under pressure.

Contact Centers have been around for a long time.  And yet they’re often misunderstood and viewed as cost centers or worse in some organizations.  We help non-Contact Center folks understand the fundamentals of Contact Center operations, how Centers work and how they deliver strategic value in today’s world.