Alphabetical Listing

Course Cost
Adding Sales to a Service Environment $299
Advancing Contact Center Quality Through Monitoring and Coaching $1795
Connecting with Customers Through Email $795
Contact Center Agent Coaching: Addressing Challenges in Agent Development $299
Contact Center Agent Coaching: Improving Performance Through Effective Coaching $299
Contact Center Agent Coaching: Inspiring Employees Through Positive Feedback $299
Contact Center Agent Training: Connecting with Customers Through Email $299
Contact Center Agent Training: Managing Difficult Customers $299
Contact Center Basics: An Agent's Role in Contact Center Success $299
Contact Center Coaching: A Practical Approach to Getting Results $945
Contact Center Culture: Motivation Through Collaboration $299
Contact Center Forecasting: Effective Tactics and Tools $299
Contact Center Forecasting: Improving Accuracy $299
Contact Center Forecasting: The Fundamentals of Success $299
Contact Center Home Agents: Assessment and Strategic Planning $299
Contact Center Home Agents: Leadership and Management $299
Contact Center Home Agents: Operational Execution $299
Contact Center Metrics: Building Reports and Communicating their Meaning $299
Contact Center Metrics: What Metrics Matter and Why $299
Contact Center Monitoring: Creating Effective Monitoring Forms $299
Contact Center Monitoring: Designing a Program that Achieves Results $299
Contact Center Monitoring: Setting Agent Performance Targets $299
Contact Center Operations: An Introduction to Seven Fundamentals $299
Contact Center Real-Time Management: Effectively Meet Goals $299
Contact Center Staffing: Absenteeism and Adherence $299
Contact Center Staffing and Scheduling: Building a Long-Term Model $299
Contact Center Staffing and Scheduling: Group Design and Other Considerations $299
Contact Center Staffing and Scheduling: Implementing Best Practices $299
Contact Center Staffing: Escaping the Costly Cycle of Turnover $299
Contact Center Strategy: A Planning Workshop $1895
Contact Center Stress Management: Signs, Symptoms, and Solutions $299
Contact Center Supervisor Leadership Development Program
Contact Center Technology $945
Designing a Contact Center Incentive Program that Drives Results $299
Contact Center Training: Designing Effective Training for Agents $299
Contact Center Management: Developing Supervisors Who Lead $299
Do-It-Yourself Workforce Management: For Small Contact Centers Without the Fancy Software $299
Essential Principles of People Management - One Day $945
Essential Principles of People Management - Two Day $1695
Essential Skills and Knowledge for Effective Contact Center Management $1695
Essential Skills and Knowledge for Supervisors $945
Improving Your Customer Experience Through a Seamless Multi-Channel Approach $299
It’s All About the Customer $795
Leading Practices in IVR Design: Turn Your IVR from a Liability to an Asset $299
Managing Customer Contacts with Quality $795
Managing Difficult Customer Contacts $795
Mastering Contact Center Financials: Strategies for Planning, Measuring, and Reporting $1995
Measuring Contact Center Effectiveness $945
Monitoring and Coaching for Supervisors $1695
Optimizing Your Contact Center Resources 2-Part Series $499
Principios de la Gestión Efectiva del Contact Center $499
Principles of Effective Contact Center Management $499
Program of Excellence in Customer Service: Agent Training
Proven Inbound Sales Techniques $795
Small Contact Centers: Forecasting and Scheduling $299
Small Contact Centers: Measuring and Improving Performance $299
The Dynamic Contact Center $795
The Role of Social Media in Customer Service $299
The Workforce Management Boot Camp $2995
Understanding ACD Data: What You Need to Know and Why $299
Understanding and Boosting the Value of the Contact Center
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