Reed Learning
London, United Kingdom
http://www.reedlearning.co.uk/

Managing in a Call Centre

This course provides a grounding in the techniques required to motivate staff to deliver a high quality response in a call centre environment. It equips you with an understanding of systems to measure and address service performance and shows you how to set benchmark standards of excellence for them to aspire to. Course Overview �People Differing personalities �understanding how they c......
 

Positive and assertive interaction with customers by credit control is essential to making sure you get paid whilst still maintaining good relations and customer loyalty. The course will assess how assertive delegates are, demonstrate how to react to aggressive behaviour and teach skills to help you take control and ensure positive outcomes every time. Course Overview �The six essential ......
 

Conflict is not a bad thing. However, the way that individuals and organisations deal with it (or fail to deal with it) often is. This course is designed to give you a positive approach to managing, resolving and, where appropriate, preventing conflict. You will acquire and practise established techniques for managing and resolving conflict in a variety of situations Course Overview �R......
 

All senior executives who care about improving the performance of the finance function. This includes CFOs/financial directors/controllers/managers, strategic/business planners and anyone responsible for performance management. It will be of interest to executives in both the public and private sectors, especially those working in larger organisations. Course Overview This course wil......
 

Drawing on a number of new case studies, this seminar will help you to: Cut out bureaucracy and flatten the hierarchy Avoid ‘cost protection�budgets Measure and manage end-to-end process flows rather than activities Manage resources dynamically and erase excess capacity Make central services responsive to the needs of internal customers Cut all projects that fail to impact strate......
 

Senior managers with responsibility for or involvement in the development or implementation of competitive strategy; other financial managers with a close involvement in a different functional area (eg marketing accountants), and finance staff providing supporting information for strategic decisions. Course Overview Accounting for a sustainable competitive advantage The need to iden......
 

Forecasting, planning and budgeting as part of the management accounting function Business forecasting A review of some of the modern quantitative methods available including: smoothing techniques regression analysis time series analysis expected value calculations Business planning models A look at available techniques including deterministic, stochastic, and optimising mo......
 

Understanding contemporary trends Increased volatility in all spheres of influence on management, with particular reference to the culture shift from command and compliance to trust and commitment The significance of the greater emphasis on strategy, customer orientation, flexibility and devolution of authority The limitations of the accounting model as a basis for managing in condition......
 

The overall context Cost management From ABC to overhead cost management Profitability analysis Managing micro profit-centres Value management Value added to cost ratio Economic value added Strategic management accounting Performance management Implementing strategic intent Balanced scorecard approaches Incentives and rewards Managing strategic risk Re-......
 

Session 1 The incremental after-tax cash flow concept Discounted cash flow - the basic techniques Session 2 Capital rationing Inflation The cost of equity capital for a company and for a specific project Session 3 Sensitivity analysis Project simulation Questions to speaker Session 4 Worked examples of specific problems Lease or buy Equipment replacement ......
 

This course will show you how to: Manage through continuous planning cycles Make rolling forecasts the primary management tool Produce high quality driver-based forecasts and avoid gaming Use forecasts to support strategy reviews and manage performance gaps Dynamically manage funding requirements Use forecasts for reporting and control Replace detailed budgets with rolling forec......
 

Why overheads are difficult to control The CRISP approach Assessing the scope for savings Preparing for the CRISP programme Data collection Generating options for improvement Evaluating the options Implementation Modifying the approach for the small company Common areas for cost saving Avoiding overhead ’creep’ 6 CPD hours (for non-CIMA......
 

The seminar is designed for the non-specialist who requires a working knowledge of the main features of UK taxation . Course Overview General principles (including computation of chargeable income) Relief for capital expenditure (capital allowances etc) Consideration of corporation tax case study Corporation tax self assessment procedures Relief for trading losses and group r......
 

Most organisations, regardless of their size, are data-rich, yet the quality of their management information is often only adequate and the business insights generated either poor or non-existent. All this despite the increasing dependency that organisations have on their IT systems and despite the massive effort and spend incurred. Failure to deliver the business insights necessary to inform m......
 

Review of current trends in management reporting, planning and control and the weaknesses that have been inherent in past and current practice An overview of recent changes in statutory reporting requirements and their implications A review of the effectiveness of current reporting and the implications Challenge of the established management direction and control models and their underlyi......
 

Managers and directors in finance, planning and analysis, either at the evaluation stage of first-time ABC/ABM implementations or wanting to maximise benefits from established activity-based costing and cost management processes. Course Overview Generating the vision and commitment that will guide the development of ABC/ABM in your organisation ABC/ABM �a quick re-cap of the basics foll......
 

Course Overview Introduction & Case Study Review Preparatory Stage: An Overview of the Process Case Study Acquirers: Acquisition Profiles Vendors: Information Memorandum Group Discussion & Round-up Planning for Successful Acquisitions Considering the alternatives The acquisition profile Identifying targets Using advisers Planning for Successful Sales De......
 

The course will be of particular benefit to those who need an intensive update on accounting standards, maybe because they have not previously been involved directly in external financial reporting or have recently moved into a financial accounting position with responsibility for external reporting. Course Overview DAY 01 Introduction The role and operation of the Accounting Sta......
 

This practical course will show you how to find the right content and write about it in an engaging, informative and stimulating format. It covers layout and design techniques to capture your readers�interest and hold their attention. ** In order to get the most from this course delegates are asked to bring a sample article from their corporate publication with them on the training day. ......
 

An unhappy customer whose problem is solved professionally by a skilled telephone operator can be turned in to your most profitable advocate. The course teaches all those working with the telephone how to use listening techniques to understand their customers�needs, how to control conversations through tried and tested call plans and how to regain control in explosive situations and diffuse a......
 

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