High-performing Contact Centres are built on more than just the right technology; they also depend on well-trained, highly-motivated employees.
Employees who can quickly and easily navigate sometimes complex systems to get instant answers and keep customers happy; who understand the pivotal role they play in your Contact Centre operation – not to mention making your overall business a success.
Bespoke training that fits around your needs
Our comprehensive training courses and enablement programmes arm your employees with the skills they need to deliver the best possible customer experience, helping you maximise your Contact Centre investments.
Tailor made to deliver on your business goals
Your Contact Centre is unique. Your training programmes should be too.
We take a consultative approach to training and enablement, working in close partnership with each of our clients to design and deliver tailor made programmes that support them to achieve their desired business objectives and outcomes.
With IPI, there’s no such thing as a one-size-fits-all.
Delivered your way, at your speed
You have flexibility over how and when your training is delivered, with many of our clients opting for a blended programme, with a mix of in-person and e-learning courses. Whether you require a one-off course or a comprehensive programme, our experts can meet your training and enablement needs.
Wide range of role-based modules
Whether you require training for your agents, supervisors or your own in-house trainers, our comprehensive range of role-based training modules can help your entire team gain the skills they need to deliver exceptional service.
With topics spanning Contact and Interaction Handing, Contact Management, Management Information, Workforce Management, Quality Management and more, we have your needs covered.
Vendor-certified trainers
Our trainers have experience of working in Contact Centre operations as well as a deep understanding of both on-premise and cloud-based Contact Centre technology from vendors including Genesys, Avaya, ElasticCX and Verint. Our team will help you maximise the potential of your chosen technology platform, ensuring it fits your processes and supports your business goals.
Continuous improvement programmes
Our programmes are designed to support you at every stage of Contact Centre evolution, from training on new solutions and features, through ‘go-live’ days, to refresher courses that reinforce existing knowledge and maximise the future potential of your Contact Centre operations.
Metrics-driven programmes.
We help you deliver tangible, measurable business outcomes.
Whether it’s a reduction in the time taken to onboard new employees or technology solutions, improvements in productivity, the increased use of features, or more positive customer and employee feedback, we help you measure and demonstrate the benefits of your training strategy.
What’s more, we will use these insights to constantly refine your programme so it always delivers the best possible outcomes.
Contact us to find out more
Latest updates
News
IPI climbs to #18 on the Best Companies to Work For list for 2024, showcasing exceptional workplace culture, employee engagement, and a commitment to people-first values.
Blog
Understand how retailers can meet the needs of the experience centric customer by embracing digital, social listening and AI.
Upcoming Event
4th February, 2025
Designed to help you sharpen your focus on the latest trends, technologies, and challenges reshaping the Contact Centre industry. Through a wide-angle lens, we’ll explore how AI and cutting-edge innovations are reframing customer interactions, empowering your Contact Centre to capture success from every angle.