TCI offers Programs focused in Developing the Potential of Talent through information and new trends generated as a result of studying in the best Universities such as Harvard University or The Chicago Business School.
Prepare and develop supervisors, coordinators, managers and directors of Contact Centers to run the operation, enhance talent, manage technology solutions and ensure exceptional service delivery with operational models in the Mexican and international market.
Directors, managers, coordinators, team leaders or phone representatives in preparation to be supervisors, as well as leaders from other areas who deal with Contact Centers.
Train supervisors and coordinators in a practical and didactic manner to keep their representatives motivated and inspired to achieve their goals as well as the best practices for performance review, development, retention and recognition; preparing them to be the future managers of the Contact Center.
Contact Center Supervisors and staff in the process of being a supervisor.
Identify the reasons for an annoying customer, identifying the sources of tension, empathic processes, handling of a relationship and appropriate conversation and alternative solutions and response.
All service personnel of Contact Centers.
Supervisors, mentors, coaches and quality staff of Contact Centers.
Know the best practices to improve the performance of quality analysts and representatives, through different quality techniques, transaction monitoring, review of the evaluation criteria, appropriate use of the evaluation card and the technical review of the call. Improve the interaction between quality, operations and training to have a common language in terms of quality in the Contact Center.
Develop the ability to listen, understand and communicate clear, concise and timely messages; with the purpose of improving communication in organizations, reducing conflicts caused by communication failures.
Managers, supervisors, coordinators and personnel that need to improve communication.
Know the fundamental elements that must be present in the duty of Customer Service to be satisfied when providing a service, with the purpose of properly serving internal customers, as well as external customers.
Managers, coordinators, supervisors and, in general, personnel who serve external and internal clients.
Know the process to develop Leadership skills with three models: Leadership 4.0, Situational Leadership, Personal Leadership and Intrapersonal Leadership, with the purpose of applying it to daily practice and improving team results.
Managers, managers, coordinators, supervisors and in general to personnel responsible for work teams.
Know the methods that contribute to integrate work teams with the purpose of organizing work activities around a set of goals, goals and results to be achieved, communicating in a timely manner and developing a culture of achieving more with the work team.
Managers, coordinators, supervisors and in general the staff responsible for leading work teams.
Know and apply problem analysis tools according to the Contact Centers to improve the process, identifying the forces and variables that have influence over the decision making and negotiation process in real issues.
All staff in back up areas, quality, supervisors and coordinators.
Reflect on the quality of the service offered and know the influence of emotions on customer service, and develop effective communication strategies to handle particular situations in customer service.
All staff of Contact Centers.
Potentialize the performance of managers with the purpose of impacting staff motivation, achieving goals, collaborating substantially, developing strong trust and skills. Enriching organizational culture and customer experience through global-minded leaders.
Know the models of creativity and innovation, with the purpose of applying the process of Creative Thinking, Design Thinking and techniques; Develop innovative solutions and projects. A process based on teamwork in empathy and co-creativity.
R.H. operational staff, planning, managers, managers, coordinators, supervisors and in general who needs to develop their creativity and innovate to develop projects more efficiently.
Know the fundamental concepts of customer service and service, as well as the techniques to attend them correctly and provoke a service experience, with the purpose of improving the relationship, leaving a good image and keeping customers satisfied.
Managers, coordinators, supervisors and personnel who need to improve the service attitude to provide excellent service to customers by telephone, web or through networks.
Know each of the seven habits of highly effective people, as well as their interrelation and how to apply it in private and professional life with the purpose of achieving life and career goals, living successfully based on principles and values.
Executives, managers, supervisors and in general the personnel responsible for the areas of an organization that are interested in improving their personal leadership and their interrelation.
Bosses, managers and directors or people with the position of leader in the company.
Supervisors, coordinators and support staff.