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People
Operations
Essentials
Strategy
Technology
Complete List

 

Improve Your Customer Experience Through a Seamless Multi-Channel Approach
Technology
Strategy

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

  Price:$299.00 Details/Register

 

Designing a Call Center Incentive Program that Drives Results
Strategy
People

Overview:
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.

  Price:$299.00 Details/Register

 

Adding Sales to a Service Environment
Strategy

Overview:
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!

  Price:$299.00 Details/Register

 

Designing Self-Service that Customers Love to Use
Technology
Strategy

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 . . .

  Price:$299.00 Details/Register

 

Customer Satisfaction Surveying, 2-Part Web Seminar Series, Part 1: How to Design Surveys for Maximum ROI
Strategy

Overview:
The first part of this series will look at the how-to behind sound surveying so that you can have confidence in the results and choose the right methodologies for your contact center.

  Price:$299.00 Details/Register

 

Customer Satisfaction Surveying, 2-Part Web Seminar Series, Part 2: Leveraging Survey Results for Maximum Impact
Strategy

Overview:
The first part of this series will look at the how-to behind sound surveying so that you can have confidence in the results and choose the right methodologies for your contact center.

  Price:$299.00 Details/Register

 

Building a Call Center Culture that Inspires Employee Commitment
Strategy
People

Overview:
In this seminar you will gain an understanding of the relationships and dynamics of culture and how it impacts employee commitment and performance. You will learn a framework for building a supporting culture under various conditions.

  Price:$299.00 Details/Register

 

Making Sense of Metrics, Part 1: Definitions, Calculations and Pitfalls
Strategy

Overview:
So many metrics are generated in a contact center, yet few are used to take action. Attend this seminar to discover which metrics are most important, how to calculate them and common pitfalls in using them.

  Price:$299.00 Details/Register

 

Making Sense of Metrics, Part 2: Measuring, Reporting and Communication
Strategy

Overview:
Once you’ve determined the right metrics for your center, there is still work to be done! How do the metrics work together to give you a complete picture? How can you develop reports that have maximum impact?

  Price:$299.00 Details/Register

 


call center training, online call center training, call center skills, call simulations,  call center agent courses,call center resources
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