Learning Planet Micro-Learning | Contact Centre Agent & Leadership Certifications
Enhance skills and gain certifications with CCNNZ and LearningPlanet.
CCNNZ partners with LearningPlanet to bring you structured, bite-sized learning designed for the modern contact centre professional. Our Certification Pathways are built on existing Learning Planet video resources, complemented by workbooks and quizzes to ensure practical application.
What you’ll gain from LearningPlanet Pathways
- Practical Application: Each pathway includes a workbook and action plan, allowing you to immediately apply new skills in your role.
- Expert Feedback: Independent NZQA certified assessors mark workbooks and provide valuable feedback, creating evidence of your learning.
- Recognised Certification: Receive a digitally awarded certificate on completion, which can be saved as a PDF and used to show a record of learning.
- Flexible Learning: Engage with content in manageable 10-minute video segments, perfect for busy schedules.
CCNNZ Contact Centre Agent Certificate Course
This course develops core skills essential for front-line agents, boosting confidence in customer interactions. It’s ideal for new agents or those seeking to improve existing skills.
Course Details: 12 videos, totaling 120 minutes. Each segment includes a 10-minute video and a workbook with three sections guiding you to pause and answer questions. Tutor feedback and workbooks marked by an NZQA accredited assessor. Topics include:
- Introduction to Contact Centre
- Attitude
- Customer Service Excellence
- Answering the Telephone
- Showing Empathy Communication Skills
- Award Winning Telephone Techniques
- Positive First Impressions
- Handling Difficult Customers
- Telephone Call Control
- Award Winning Emails
Price: $400 + GST
CCNNZ Contact Centre Team Leader Certificate Course
Designed for new leaders or existing leaders in a contact centre looking for fresh ideas, this course can help you.
Course Details: 12 videos, totaling 120 minutes. Split into 12 bite-sized 10-minute videos each with a workbook. Tutor feedback and workbooks marked by an NZQA accredited assessor. Topics include:
- Being a New Leader
- Influencing Skills
- Coaching for Change
- Giving Instructions
- Being Assertive
- Handling Conflict
- Difficult Conversations
- Time Management
- Giving and Receiving Feedback
- Delegation
- Dealing with Change
Price: $450 + GST
CCNNZ Contact Centre Manager Certificate Course
This pathway helps existing leaders look at next steps for improving their leadership skills and stretch their thinking. It can help take your leadership skills to the next level.
Course Details: 12 videos, totaling 120 minutes. Each segment is a 10-minute video with a workbook. Tutor feedback and workbooks marked by an NZQA accredited assessor. Topics include:
- Workforce Management and Analytics
- Situational Leadership
- Employee Engagement
- Growth Mindset
- Critical Thinking
- Appreciation in the Workplace
- Persuasive Skills
- Emotional Intelligence
- Creativity and Innovation
- Business Storytelling
- Project Management
- Interviewing Skills
Price: $500 + GST
