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Download our whitepaper “How employee engagement drives profit” to better understand the "Service-Profit Chain" concept as well as the relationship between engaged employees, customer satisfaction and superior profits.
Over the past few years, mobile learning has rapidly developed and revolutionised the way we learn. To understand this better, Prosell sponsored two Aston University post graduates to conduct an independent study of mobile learning.
Provide your customer services managers and supervisors with the skills to coach and develop their staff.
Learn how to develop conversational selling skills and turn a conversation into a sales opportunity.
Equip your sales managers with the skills to coach and develop their frontline staff on an ongoing basis. Designed for frontline retail staff, this course will equip your teams with the skills to adopt a successful conversational selling approach. Appropriate for client facing staff, this course will equip technical experts with the required skills to cross-sell other departments and harness the potential of word-of-mouth referrals. Suitable for sales and business development teams in industries where high value, low frequency transactions are the norm.
Gain the necessary skills to become an effective sales manager and develop your sales teams. This course offers a solid grounding in the basics of sales for those who are new to sales, recent graduates or people who have spent less than one year in the sales function.
Born in 1972, Danny Alexander grew up in the Highlands and Islands and went to Lochaber High School in Fort William. In 2003 he was appointed the Head of Communications for the recently formed Cairngorms National Park Authority before becoming an MP for the newly created seat of Inverness, Nairn and Badenoch & Strathspey in the 2005 election. Danny joined the shadow Work and Pensions Team in 2005 and in July 2007 was appointed Shadow Secretary of State for Work and Pensions, holding the post until June 2008. He played a key role in the negotiating team and in the drawing up of the coalition document for the new Government. Brian Sloan has a background in financial services, hospitality and retail, and he was for over a year Chairman of Age Scotland Enterprises, the Charity’s social enterprise arm. Previously Brian was involved in strategic business development for Young Enterprise Scotland, charged with leading the promotion and expansion of enterprise into mainstream education.
Brian is married with four children, active both as a participant (golf and squash) and a spectator in a variety of sports and in early 2011 was appointed by the Scottish Government as a member of the Edinburgh Children's Panel.
Recent and current research at the Institute on ageing and work has included a systematic review of the health, safety and health promotion needs of older workers and on-going work is adding to this evidence base in an EU funded project called e-capacit8.
After many years providing strategic management consultancy services within the Public and Private Sectors, although nominally retired, Bryan has continued to accept a number of strategic commissions across the Health & Social Care domain. Added to this he continues to be deeply immersed in international standards development with ISO, CEN and BSI, and is currently part of an international Strategy Group working on Ambient Assisted Living for the Elderly and those with Long Term Conditions. Typical activities have been aimed at countering latent and low-level Mental Health problems at source in the context of the IAPT Cognitive Behavioural Therapy programme via the development of enhanced inter-disciplinary cross-agency community Well-Being services.
For five years Tommy was a full-time carer for his late mother Joan who had Vascular Dementia and in 2011 undertook a walk around Scotland’s towns and cities to collect hundreds of life story letters detailing the experiences of individuals caring for a loved one living dementia.
Prior to joining PSYBT Brenda was employed by Scottish Enterprise, (SE) Scotland’s economic development body.
She subsequently was project manager with the SE Financial Services Team responsible for the design, development and delivery of a strategy for the sector in Scotland with a focus on skills development. Before joining SE Brenda was engaged in medical and scientific research with both the NHS and in the private sector. Joined the Scottish Office in 1992 working on Housing and Urban Regeneration Policy, then headed up the Management of Change Unit. Appointed a member of the University Court at Stirling 2005-13 and chair of the Finance and Research Committee from 2008-2012.
Dr Ian C Elliott is a lecturer and programme leader of the Postgraduate Certificate in Public Services Governance at Queen Margaret University.


In addition to programme leadership Ian teaches across undergraduate, MSc and MBA programmes in subjects including operations management, economics and strategy.
Ian is also Chair of Dads Rock, Scotland's only network of free playgroups for dads and kids. Eddie Frizzell is Chair of Court at the University of Abertay,  a Non-Executive Director of the Scottish Ambulance Service, a visiting professor at Queen Margaret University and Chair of Trefoil (a registered charity in Edinburgh). Eddie is a former senior civil servant, retired from the post of Head of the Scottish Executive’s Enterprise, Transport and Lifelong Learning Department. Eddie was, until February 2008, an external member of HM Prison Service Audit Committee (England and Wales). Carolyn Hirst is a former Deputy Scottish Public Services Ombudsman, serving a term of office from the formation of the SPSO in 2002 until 2007. Carolyn now works part-time at Queen Margaret University as a Lecturer in Ombudsman and Complaint Handling Practice, where she designs and delivers courses relating to complaints and conflict resolution. Prior to establishing Baccus Consulting, Lynda was Head of External Affairs at Pfizer with responsibility for all aspects of External Affairs for Scotland and Northern Ireland.
Before working in the pharmaceutical sector with Pfizer, Lynda spent twenty years in the NHS as a nurse and a manager and three years as Regional Manager of the Institute of Health Services Managers (now Institute of Healthcare Managers) and has a strong working knowledge of the NHS and the public sector, its successes and challenges.
Professor Duncan MacLennan was very engaging and easy to listen to and I found Ewan Fraser's energy efficiency talk interesting. However, for many organisations the key questions still remain – is mobile learning here to stay? This intensive five day course ensures that your in-house trainers can confidently plan, develop and deliver customer service training programmes throughout your business. Appropriate for new call centre recruits and more experienced operators, wishing to fine-tune their skills. Ensure they understand how they can actively contribute to lead generation and nurturing potential customers. A good workplace coach can lead to increased employee engagement, lower turnover and improved performance.
This intensive five day course will ensure that your in-house trainers will be confident to plan, develop and deliver sales training programmes. Whilst many frontline staff might not feel comfortable with what they regard as “selling” they are very happy to talk to customers, understand their needs and suggest solutions. Suitable for those moving into key account management or wishing to improve their key account management skills. Ideal for those new to sales management or for a refresher course for more experienced managers.
He became the Charity’s Interim Chief Executive in July 2012 and was appointed Chief Executive in January 2013.
His financial experience included over a year as Head of Business Development with Capital Credit Union, Britain’s fifth largest not-for-profit cooperative.
This is closely linked with developing Compunetics as a new inter-disciplinary research topic based within the School of Electronics and Computer Science, but also closely involving Applied Psychology and Management  sciences within the University of Westminster. In the latter context he is guiding strategic development of the Dementia Action Alliance, having previously fulfilled a similar role for the Thalidomide Trust. As a result he has gained exceptionally wide range of expertise dealing with strategic and operational issues across the complete spectrum of Community, Primary, Secondary, Tertiary, Care service commissioning and provision, spanning Physiological, Mental and Social problems. Her role is to raise awareness of PRIME and what they offer to support self-employment for the over 50’s, to establish and develop partnerships with other organisations who share their interest in enterprise and to secure funding to support activities in Scotland. Her main area of responsibility was to secure funding from Trusts and Foundations to support a variety of programmes. This provided her with a varied career, initially in the field of securing foreign direct investment for Scotland, including a period working in the US. This strategy was devised in collaboration with industry partners, Scottish government, academia and the professional financial bodies in Scotland.
She leads on all flagship programme developments and particularly our work with young people.


He was a member of the Communities Committee dealing with housing, planning, charity law, and social issues, and more recently Convenor of Parliament’s Transport, Infrastructure and Climate Change Committee. As things stand, more than half the over 60 population are involved in some sort of formal and structured voluntary work; over half of the population believes that this is part of what they should aspire to in later life, and a third are willing to take part in informal volunteering. Leads the Scottish Parliamentary Service which is responsible for delivering all services to the Parliament and its Members. Previous roles included Chief Executive, Scottish Prison Service and Director, Locate in Scotland, the inward investment attraction agency.
From 2007-2009, he led an Independent Inquiry into the former Kerelaw Residential School, which was run by Glasgow City Council. Before this, Carolyn worked in social rented housing for nearly 20 years, latterly as Deputy Director of a Housing and Care Organisation in Scotland.
Carolyn is also an independent consultant with her own business, Hirstworks, where she works as a mediator, workplace and complaints investigator, complaints reviewer, trainer, coach and independent researcher. His responsibilities in Scotland include raising awareness of the Data Protection Act and related legislation, influencing policy and practice in all organisations handling personal data and providing advice and guidance on specific data protection queries.
During her ten years with Pfizer, Lynda managed a number of highly successful partnership relationships and sought to identify new approaches to policy development in her field. It is suitable for recent graduates through to those new to a frontline role, or who have spent less than one year in customer service.
Rachael has been instrumental in the last 10 years in raising the profile of creative approaches to engaging young people, with a specific focus on engaging young people within their local communities. Patrick has also been involved with issues from asylum and civil liberties to sexual health and food policy.
He has contributed to publications including two book chapters on Innovations in Financing Public Services and a peer-reviewed journal article in Journal of Education and Work.
He also served on secondment to the Foreign and Commonwealth Office as a First Secretary in the office of the UK Permanent Representative to the EU in Brussels. She has extensive Board experience and is currently the Senior Non Executive Director of a national English Housing Association.
She is currently researching the role of Alternative Disputes Resolution (ADR) in Ombudsmen schemes.
As well as workplace mediations, Carolyn works as a mediator with the Scottish Legal Complaints Commission, Edinburgh Sheriff Court Mediation Panel and the Office of the Independent Adjudicator for Higher Education, and is the mediation practice supervisor for Edinburgh Cyrenians. Dawn was co-host of the 8th World Congress on Active Ageing, in 2012 and on the Expert Panel for the Chief Medical Officers Start Active Stay Active recommendations for physical activity and public health in 2011.
She has in depth knowledge of the social housing, regeneration and youth sector, and understands the challenges and opportunities faced when transforming communities. He is also the joint Convenor of the Scottish Green Party.Before Parliament Patrick worked in the sexual health field, for an organisation called PHACE Scotland which is now part of the Terrence Higgins Trust. It means, quite simply, that a majority of the older population are ready to do what they can, unpaid, to support the fabric of society; they are doing exactly what we expect responsible citizens to do. Ian has previous experience at the Employment Research Institute, Scottish Government, University of Edinburgh and Glasgow Caledonian University.
Carolyn also works with senior staff and boards, carrying out business process reviews, governance reviews and leadership development activities.
She also runs training courses to move research into practice with allied health professionals and fitness instructors. Improving the environment through high quality public art is one of Impact Arts strategic priorities.
Her recent research (MRC and NIHR) focuses on effects of visualisations of biomechanics on adherence to exercise in older people with a history of falls, group versus home exercise referred through the GP on habitual physical activity, effects of the Otago home exercise programme in visually impaired older people, the outdoor environment on avoidance of activity and falls in older people and reducing sedentary behaviour (long periods of sitting) in older people. Rachael has specific expertise in creative community consultation within a wider strategic framework, and has a long track record in translating this into highly creative, tangible project ideas which partners can engage in and adopt.



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