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Web & Public Seminars Calendar

Title Dates Location
Small Contact Centers: Forecasting and Scheduling Jan 20 Online
Small Contact Centers: Measuring and Improving Performance Jan 27 Online
Contact Center Staffing: Absenteeism and Adherence Feb 3 Online
Essential Skills and Knowledge for Effective Contact Center Management Feb 6 Brisbane, AU
Essential Skills and Knowledge for Effective Contact Center Management Feb 16 Sydney, AU
Contact Center Agent Training: Managing Difficult Customers Feb 17 Online
Essential Skills and Knowledge for Effective Contact Center Management Feb 23 Melbourne, AU
The Role of Social Media in Customer Service Feb 24 Online
Contact Center Home Agent Management: Assessment and Strategic Planning Mar 2 Online
Contact Center Home Agent Management: Operational Execution Mar 9 Online
Contact Center Home Agent Management: Leadership and Management Mar 16 Online
Mastering Contact Center Financials Mar 27 San Francisco, CA
Essential Skills and Knowledge for Effective Contact Center Management Mar 27 San Francisco, CA
The Workforce Management Boot Camp Mar 27 San Francisco, CA
Measuring Contact Center Effectiveness Mar 29 San Francisco, CA
Contact Center Real-Time Management: Effectively Meet Goals Mar 30 Online
Contact Center Culture: Motivation Through Collaboration Apr 13 Online
Contact Center Agent Coaching: Improving Performance Through Effective Coaching Apr 20 Online
Contact Center Agent Coaching: Addressing Challenges in Agent Development Apr 27 Online
Contact Center Agent Coaching: Inspiring Employees Through Positive Feedback May 4 Online
Do-It-Yourself Workforce Management May 11 Online
Designing a Contact Center Incentive Program that Drives Results May 18 Online
Contact Center Forecasting: The Fundamentals of Success Jun 1 Online
Contact Center Forecasting: Improving Accuracy Jun 8 Online
Contact Center Forecasting: Effective Tactics and Tools Jun 15 Online
Understanding ACD Data: What You Need to Know and Why Jun 22 Online
Contact Center Staffing and Scheduling: Building a Long-Term Model Jul 13 Online
Contact Center Staffing and Scheduling: Implementing Best Practices Jul 20 Online
Contact Center Staffing and Scheduling: Group Design and Other Considerations Jul 27 Online
Principles of Effective Contact Center Management Aug 3 Online
Leading Practices in IVR Design: Turn Your IVR from a Liability to an Asset Aug 17 Online
Contact Center Metrics: What Metrics Matter and Why Aug 24 Online
Contact Center Metrics: Building Reports and Communicating their Meaning Sep 7 Online
Adding Sales to a Service Environment Sep 14 Online
Small Contact Centers: Forecasting and Scheduling Sep 21 Online
Small Contact Centers: Measuring and Improving Performance Sep 28 Online
Contact Center Basics: An Agents Role in Contact Center Success Oct 5 Online
Contact Center Monitoring: Designing a Program that Achieves Results Oct 12 Online
Contact Center Monitoring: Setting Agent Performance Targets Oct 19 Online
Contact Center Monitoring: Creating Effective Monitoring Forms Oct 26 Online
Improving Your Customer Experience Through a Seamless Multi-Channel Approach Nov 2 Online
Contact Center Management: Developing Supervisors Who Lead Dec 7 Online
Contact Center Stress Management: Signs, Symptoms, and Solutions Dec 14 Online

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