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An organism of the federal public service
The customer: an organism of the federal public service
The demand: After the guidance of the middle management and management of this institute, in a training trajectory in management, in several workshops, followed by coaching sessions, we were asked to train the agents of the becoming Contact Centre. The agents are new to this function and are confronted daily with dissatisfaction, demands for complex information and stress. We propose a three-day program containing work around activities and values, but also the development of the Contact Centre agent, workshops about verbal and non-verbal communication and the adaptation of the communication to the conversation partner and finally, the high point of the training, a guidance in the management of complaints and aggressiveness.
This way we offered the basic tools to all these “call talkers”, new to this profession.
The results:
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