Improve employee performance with Training Camp

The What

Training Camp includes an expanding curriculum of specialized courses that will equip you with all the skills you need to lead effectively. Upon successful completion of each course group, you'll earn a proficiency badge, an acknowledgment of your newly acquired skills, which can be showcased on LinkedIn or other professional social networks, reflecting your dedication and advancement in contact center leadership.

Performance Management

Acuity is an integrated performance management and employee engagement platform that optimizes people, processes and technology to strengthen culture, the employee experience and business results.

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The Where

Experience Training Camp in the convenience of your own space, tailored to fit your dynamic schedule. With our flexible, self-paced, and device-friendly online program, elevate your skills whenever and wherever suits you best. Embrace the opportunity to learn at your rhythm, ensuring a comfortable and effective journey to leadership excellence.

Business Process Transformation

TouchPoint One transforms your outdated, spreadsheet and paper-based Quality Assurance, Compliance Management, Performance Review, Corrective Action, Training, and other support and administrative workflows into secure, state-of-the-art, Cloud-based software systems.

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The Why

Embarking on your leadership journey without proper skills or training is like setting sail in uncharted waters without a compass. Equip yourself with the knowledge and tools offered by Training Camp. Empower your leadership path with confidence, charisma, and compassion, ensuring you become an inspiring, effective supervisor that teams aspire to follow.

Training Camp is comprised of
topic-oriented courses:

1) People and Engagement

2) Skills and Process

3) Essential Systems

4) Glossaries and Reference

While we recommend this sequence for an optimal learning journey, we understand that each student's needs are unique and hence, offer the flexibility to tailor the course order as desired. Upon successful completion of each course group, students earn a proficiency badge, an acknowledgment of their newly acquired skills, which can be showcased on LinkedIn or other professional social networks, reflecting their dedication and advancement in contact center leadership.

Skills and Processes

The New Supervisor
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Developing Consistent Routines
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Developing Effective Coaching Plans
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Data-Driven Decision Making
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Developing Leadership Skills
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People and Engagement

Conflict Resolution and Difficult Conversations
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Managing Remote Teams
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Practicing Empathy and Mindfulness
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Leveraging Gamification for Effective Coaching
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Igniting the North Star - A Supervisor's Guide to Instilling Purpose in Contact Center Agents

Essential Systems

Systems Guide 1 - CCPM
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Systems Guide 2- WFM
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Systems Guide 3 – CCaaS
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Glossaries and Reference

Glossary Guide 1 - Systems
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Glossary Guide 2 - KPIs
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Glossary Guide 3 – Roles
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KPI Relationships p1
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KPI Relationships p2

Operational

• Improved Call Handling Times

• Increased Agent Utilization

• Increased Sales Conversion

• Increased Customer Satisfaction Scores

• Reduced Agent Turnover

• Reduced Absenteeism

• Increased Supervisor Span of Control

Sales/Marketing

• System is a differentiator in the Marketplace

• Client has View to their Program Performance in Near Real-time

• Able to Measure and Track Contracted SLAs in Single View

HR/Legal

• Clear, Communicated, Measured and Tracked Employee Objectives

• Effective and Consistent Employee Evaluations

• Consistent and Automated Agent Notifications

• Reduced Wrongful Termination Claims

System And IT

• SaaS/Cloud solution eliminates capital investment and upgrade fees, lowers start-up and integration costs.

• Contact centers do not to have to purchase, set up, maintain, and upgrade hardware and software.

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Trusted by many

“Acuity has made life so much easier for the leadership team! Having a balanced scorecard is a necessity in our environment.“

‍- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ

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“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“

- Mark Wilson, Chime Solutions CEO

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“We are saving ourselves so much time and so many headaches. It is just a better way to work.”

- Tereasa M. Vukanovich, Manager, Regulatory Compliance & Audit