In partnership with CCMA, GBC deliver unique and highly tailored 2 and 3 day contact centre management training programs. Since 2006, over 220 contact centre managers and team leaders have attended the highly interactive 3 day program. The results have been outstanding with all participants indicating that they would highly recommend the program to others. CCMA and GBC are working closely together to continue the development and success of CCMA’s education services.
Now we offer the 2 day Delivering Results Through Your People program.
For more information contact the CCMA Education Team education@ccma.asn.au
Participants say...
“Excellent course. Great development for Team Leaders as well as a fantastic opportunity for experienced managers to update and refresh their knowledge.”
Maureen Wilkinson, Manager - Customer Service Centre, Royal District Nursing Service
“This course has excellent content and facilitation that allows you to enhance your business - well worth the investment in yourself and/or your people.”
Suzie Mulligan, Unsecured Debt Solutions Manager, Collections, National Australia Bank
“Fantastic. Most informative 3 days. Can’t manage a contact centre without it.”
Paul West, Team Leader, Dept of Immigration & Citizenship
“Greg’s presentation style and ability to engage a diverse audience was superb. . . .”
Brett Fenton, COO, Netregistry
“As an executive manager without a contact centre background I gained great knowledge in what key areas I should review/monitor with the contact centre manager.”
Rosemary Boissezon, Exec Manager Sales & Service, Victoria Teachers Credit Union
Greg Bailey heads up a boutique consulting firm, specialising in the fields of contact centre management and service delivery management. Established in 2003, Greg works in close partnership with many leading Australian businesses and has a track record of helping clients to achieve significant and measurable business improvement.
The GBC team has over 40 years combined contact centre management experience, which means the team’s skills and knowledge are therefore practical, proven and derived from hands-on experience in building and leading high-performing and award-winning operations.
Built on the values of honesty, integrity, passion and partnership, GBC delivers tangible business benefits for its clients. These include significant improvements in customer satisfaction, substantial reductions in operating costs, improved service delivery and improved staff skills and performance.
Margaret has 14 years senior service management experience across multiple industry sectors including infrastructure, Sales, Financial Services, Health, Utilities and Telecommunications.
She has extensive experience in operational planning, contact centre set-ups, change management, relocations, technology transitions and has implemented significant employee engagement strategies with outstanding results.
Margaret has won numerous industry awards for operational excellence and directly managed service operations with up to 600 full-time employees.
As a management coach, trainer and mentor, Margaret has designed and delivered extensive training programs in the areas of leadership, coaching and service management. She delivers training for frontline staff as well as executive level managers and is engaged as a mentor and professional coach by service manages across a range of industries.
