|
|
About Us
E-Learning
Call Center Manager Certification
Agent Courses
Supervisor/Manager Courses
CCLS Courses taught on-your-site
License CCLS Courses and Train-your-trainers
Online Courses
Public Seminars
Web Seminars
- The ABCs of Grammar in the Call Center - For Your Frontline Agents
- Achieving Better Service Levels When Adding Staff Isn't an Option
- The Agent's Essential Guide to Understanding Call Center Dynamics
- Absenteeism & Adherence to Schedule 2-Part Series, Part 1: Absenteeism Tips and Techniques
- Absenteeism and Adherence to Schedule 2-Part Series, Part 2: Making the Move to an Adherence Culture
- Building a Call Center Culture that Inspires Employee Commitment
- Call Center Coaching 3-Part Series, Part 1: Improving Performance Through Effective Coaching
- Call Center Coaching 3-Part Series, Part 2: Addressing Challenges in Performance Improvement
- Call Center Coaching 3-Part Series, Part 3: How to Inspire Employees Through Positive Feedback
- Call Center Forecasting 3-Part Series, Part 1: The Fundamentals of Success
- Call Center Forecasting 3-Part Series, Part 2: Steps to Greater Accuracy
- Call Center Forecasting 3-Part Series, Part 3: Effective Approaches and Tools
- Call Center Hiring 2-part Series, Part 1: Determining Who's Best for the Job: Interview Guidelines and Questions for Call Center Positions
- Call Center Hiring 2-Part Series, Part 2: Everything But the Interview: Using Hiring Assessments, Simulations and Job Previews
- Call Center Monitoring 3-Part Series, Part 1: Designing (or Refining) a Monitoring Program that Achieves Results
- Call Center Monitoring 3-Part Series, Part 2: Setting Results-Oriented Performance Standards for Quality Monitoring
- Call Center Monitoring 3-Part Series, Part 3: Creating Inspiring Monitoring Forms (that Guide the Process)
- Connecting with Customers Through Email
- Customer Satisfaction Surveying, 2-Part Web Seminar Series, Part 1: How to Design Surveys for Maximum ROI
- Customer Satisfaction Surveying, 2-Part Web Seminar Series, Part 2: Leveraging Survey Results for Maximum Impact
- Designing Self-Service that Customers Love to Use
- Effective Agent Training: What Every Call Center Manager Should Know
- Handling Difficult Callers: Offering Empathy and Dissolving Dissatisfaction - For Your Frontline Agents
- An Introduction to Call Center Operations: Seven Critical Issues
- Leading Practices in IVR Design: Turn Your IVR from a Liability to an Asset
- Managing Stress in the Ever-Changing Call Center
- Making Sense of Metrics, Part 1: Definitions, Calculations and Pitfalls
- Making Sense of Metrics, Part 2: Measuring, Reporting and Communication
- Getting Real Results from Real-Time Management
- Call Center Staffing and Scheduling 3-Part Series, Part 1: The Science of Staffing
- Call Center Staffing and Scheduling 3-Part Series, Part 2: Proven Scheduling Practices
- Call Center Staffing and Scheduling 3-Part Series, Part 3: Group Design and Other Considerations
- Supervising Your Team to Success Two-Part Web Seminar Series, Part 1: Meetings, Conflicts and Team Development
- Supervising Your Team to Success Two-Part Web Seminar Series, Part 2: Motivating, Mentoring and Measuring
- Developing Supervisors Who Lead
- Technology Tools to Optimize Contact Center Performance
- Time Management in the Time-Critical Call Center Environment
- Understanding ACD Data: What You Need to Know and Why
- VoIP in the Call Center: What You Need to Know Today to Plan for Tomorrow
- Words and Tone: Your Voice as a Powerful Customer Service Tool - For Your Frontline Agents
Curriculum Planner-Learning Map
Seminar Calender
Articles, Books, Resources
Contact Us
|
Call Center Learning Solutions "Training the voice of your business" ©
|
|
