Overview:
Even the most sincere manager can encounter resistance to his or her best coaching efforts. This seminar will show you how to tackle coaching challenges and be effective in handling employee resistance, stalled performance negotiations and..

Overview:
Tap into one of the most powerful motivators in your call center — positive feedback! One third of employees cite lack of management recognition as their #1 job complaint. Attend this seminar to learn how to celebrate performance in your call center . . .

Overview:
Most self service applications, IVR, ASR and web are created with business cases that focus on realizing internal benefits such as reducing costs, or freeing up call center staff. But as more organizations strive to . . .

Overview:
New to call centers? Not sure what you’ve gotten yourself into? Take time now to understand the unique operating principles of contact centers and you’ll be able to make better decisions for your center’s success.

Overview:
Previously titled "Reporting and Analytics Technology", this session will discuss technology options to help you avoid time-consuming manual processes and enable you to achieve your performance optimization goals.

Overview:
Call center agent absenteeism and poor adherence to schedule are often the culprits that keep customers holding despite solid planning processes. Attend this seminar and develop a more effective way of keeping agents available.