Overview:
Call center staffing is at the heart of achieving service level objectives. Perfect to help supervisors and new managers understand the science of staffing, this seminar will lay a firm foundation for effective call center staffing.

Overview:
Does it feel like you jump through hoops to establish agent schedules? Attend this seminar to uncover some key scheduling practices and principles that will help you develop flexible schedules that meet workload demands.

Overview:
Anyone tasked with staffing and scheduling efficiently and effectively will benefit from a look at these larger considerations, including queue size, skills-based routing, multi site routing, adherence and scheduling flexibility.

Overview:
Call centers are awash in data. It's difficult to know on which statistics you should focus to measure the success of your call center and your agents. Cheryl Helm will help you identify what you should be focused on and why.

Overview:
Take your ability to handle difficult callers to the next level! You will learn key phrases that convey empathy and demonstrate your company’s commitment to building customer relationships.

Overview:
Monitoring customer contacts is an important activity for any call center. But monitoring alone won’t improve performance. It takes effective coaching to turn valuable monitoring observations into the action that will transform...