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This seminar will provide you with the knowledge and confidence you need to excel in today's demanding customer contact environment.

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Customers do business with companies through many different channels, but the experience is often disjointed and inconsistent. At best, this causes confusion and frustration.

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Focused listening is arguably the bedrock of a quality customer interaction. Yet it’s one of the most neglected skills trained in our centers.

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Learn how to create an incentive program for your center that drives the results you are trying to achieve. You'll learn the 10 best incentive practices of leading call centers, as well as three common incentive mistakes.

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In this web seminar, you'll learn how assess the current state of your call center’s internal communications, understand the risks and rewards of a solid communication plan and learn how to build one.

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Attend this seminar to discover how you can apply solid cross-selling and upselling techniques that will delight both your customers and your company!

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Adding sales can hurt or help customer satisfaction with your call center. Find out how to do it right in this two-hour Web seminar. You CAN deliver additional revenue and increase customer satisfaction at the same time!

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Join us for a Web seminar series tailored specifically for the small call center of 60 seats or less. This two-part series takes an in-depth look into the challenges of small centers and offers practical and effective methods to overcome . . .

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Join us for part two of our Small Call Centers series where we will investigate how you can achieve the highest levels of performance in your center. Spend two hours with us to find out how you can improve the service your center provides without . . .

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“How can we motivate our agents?” This is one of the most frequent refrains voiced by call center supervisors and managers during our workshops and conferences.

In this Web seminar, we will explore ways that you can develop lasting motivation among

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Carefully chosen interview questions can reduce turnover by consistently identifying the best candidates. In this information-packed seminar, you’ll learn how to filter out the fluff from your interview questions and compose powerful questions.

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Go beyond the traditional face-to-face interview process and explore innovative assessment tools that will elevate your selection process to the next level. We’ll show you how to make the most valid and reliable assessment of...

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Just one grammar mistake can undermine your credibility no matter how articulate you are. Chances are if your supervisors notice errors, your customers notice them too.