Public Training Seminars
Small Contact Centers Delivering Big Results
This two-day course is designed specifically for those running contact centers with less than 100 agents. The challenges you face are substantial, and the support is limited. Staffing at all levels is often constrained. Budgets are tight. Technology is too expensive, and too often it is designed with the larger center in mind. This seminar addresses those issues and more. It goes beyond a great learning opportunity – we will also provide you with basic tools to help you schedule staff and monitor call quality. Through group discussion and case studies, we will explore creative ways to apply principles and utilize the tools you received to substantially improve the performance of your organization. For more information and to register for the event, please click the date and location of your choice from above.
Contact Center Director Training and Certification
This two-day course is designed for senior managers responsible for developing and executing the call center strategy. Utilizing a participative approach that combines expert content, class discussion, and case study exercises, attendees will explore all the strategic options that drive contact center value. Topics range from classic issues such as employee retention to more modern challenges like social media. The class is highly interactive with a number of group exercises designed to help you bring the concepts from the classroom to the contact center. For more information, including class dates and registration information, please click here.
Managing a High Impact Contact Center
This is our flagship class that addresses the fundamentals of contact center management. Our two-day dynamic contact center course integrates classic principles with the reality of today’s multichannel 24×7 world to deliver innovative ideas for success. During this session you will learn how to enhance the strategic value of your operation and build customer loyalty through exceptional customer service. Participants will discover new ways to deliver value and lower overall expenses while raising customer satisfaction levels. With our development model to guide you through assessment and prioritization, you will leave this seminar ready to implement the ideas, solutions, and methodologies that will improve your contact center’s performance. For more information on this seminar please select a date and location from options above.
WFM and Beyond: Efficiency that Builds Loyalty
Our two-day course, WFM and beyond: Efficiency that Builds Loyalty, will give you the knowledge required to reduce expenses and improve customer satisfaction. You will learn how to design your workflow processes from the customer’s perspective, and how the attention to speed will positively impact the customer experience. This session will also present examples on how to use analytics to always be prepared for customer needs, and to evaluate how well you have performed. Our approach of combining efficient workflow design with the most valuable workforce management practices will help you to create an organization that is always able to wow the customer without needing to break the bank. This course is exactly what you need when the call is to do more with less. For more information on this seminar please select a date and location from options above.
Quality Monitoring and Beyond: Minding the Gap Between Performance and Possibility
Our two-day course, Quality Monitoring and Beyond: Minding the Gap between Performance and Possibility, will give you the knowledge to develop a comprehensive contact center quality plan that drives critical key performance indicators. Additionally, you will learn how to use a proven model to assess the key processes of your quality monitoring program, identify gaps between current versus desired levels of quality program development and results, identify best practices, and gain support for needed resources. For more information on this seminar please select a date and location from options above.
Results Coaching: The Secret to Building High Performance Teams
Our two-day course, Effective Coaching: The Secret to Building High Performing Teams, will equip and energize you to deliver transformational coaching in your contact center. You will learn and practice a simple method for delivering specific, concise feedback to agents that will have a measurable impact on the quality of service delivered to your customers. This approach to coaching will positively affect employee performance, increase the level of staff engagement, and improve the culture of your operation. You will leave this course ready to implement coaching methodologies that will improve results from even your most challenging employees. If you want to lead a high performing team delivering excellent service then this is your ideal seminar. For more information on this seminar please select a date and location from options above.