Skills and Knowledge...

bluepotential accreditation programme consists of 8 core modules, each designed to provide relevant skills, knowledge and practical application that will be required to develop the commercial awareness and operational performance of key management personnel within your business.

Explore
Gives an introduction to the bluepotential programme and toolkit and describes how you will be engaged in its delivery. The module sets out the criteria for skills and knowledge application that first line and mid line managers require to influence bottom line performance within the direct remit of their Contact Centre teams. It identifies the potential audience that will benefit most from the bluepotential toolkit and sets out target groups. 

The module explores the key criteria for calculating return on investment and examines the use of Kirkpatrick's model of evaluation, relating this to practical situations and applications in the workplace.

Navigate
Provides delegates with a comprehensive overview and user guidance for the online learning and assessment system as key component of the Licensed Practitioners toolkit. This modules looks into the benefits of a blended learning approach and provides practical training across each of the main system features.

Yield
Provides delegates with awareness of the scope of profit and loss in the contact centre, enabling delegates to identify what constitutes revenue and cost in their own environments and gives a background in the creation of balanced scorecards.

Essence
Enables delegates to understand how morale can impact on team performance, and the effects that this can have on business productivity. This module identifies the different motivators and explores the benefit of playing to strengths, engaging motivation levels in the team and effective use of creativity, incentives and rewards.

Keep Net
Enables delegates to understand how much current attrition levels are really costing their business. This module provides the relevant skills and awareness to identify appropriate retention strategies that will improve the performance of the team and how to identify and develop talent to grow the team for the future.

Tides
Provides delegates with the ability to identify absence trends and understand and measure the impact of absence within the Contact Centre team. This module explores practical strategies for reducing absence and looks at the direct business benefit of effective absence management.

Currents
Enables delegates to understand the direct link between the quality of coaching and performance. This module deals with the requirements for establishing the best evaluation frameworks and practices for assessment and coaching feedback, and sets out criteria for identification of customer loyalty due to improved customer experience.

Leagues
Introduces delegates to the theories, models and management information principles. These relate to the requirements for forecasting and planning to meet service level agreements and managing daily performance indicators. This module will show delegates how to utilise balanced scorecards in a practical contaxt. 

It focuses on identification of what data should be measured in a Contact Centre and provides awareness of how to develop a service level agreement. It examines the principles of forecasting and shows delegates how to apply these to their own operational environments, and introduces models to support capacity planning and scheduling. This also helps delegates to understand the factors affecting real-time adherence in the workplace and their relationship to team and business performance, and puts learning into practice.