Overview:
Attend this practical seminar to learn a proven, real-world forecasting process that will provide a solid foundation for your call center planning.

Overview:
Attend this seminar to understand the implications of inaccurate forecasting and how to overcome common reasons for inaccuracy.

Overview:
Join us for this seminar and learn forecasting approaches and when to use which one. We’ll also explore forecasting tools that can help you be more efficient and effective.

Overview:
Learn the characteristics of the most effective monitoring programs and how to translate best practices into reality in your contact center. Step by step, we’ll show you how to design a comprehensive plan that’s consistent with your quality objectives.

Overview:
Specific and measurable agent performance standards are the cornerstone of a successful monitoring program. Lay the groundwork for your program by establishing agent performance standards that drive quality contacts.

Overview:
Your monitoring form can impact the accuracy of your quality program and affect agent acceptance of feedback and ratings. A creative and energetic monitoring form can invigorate your program by prioritizing and focusing on the right performance standards.

Overview:
Is managing agent training included in your long list of responsibilities? Unsure of how to effectively direct this critical function? Want to allocate the right resources and get the most out of your training budget?

Overview:
This information-packed session will increase the commitment and motivation of your agents. They will learn about queues, customer expectations and the steps of the call center management planning process...