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Course	Location	Start Date	Cost
Advancing Contact Center Quality Through Monitoring and Coaching	On Site	N/A	Contact Us for Pricing
Program of Excellence in Customer Service: Agent Training	On Site	N/A	Contact Us for Pricing
Connecting with Customers Through Email	On Site	N/A	Contact Us for Pricing
Proven Inbound Sales Techniques	On Site	N/A	Contact Us for Pricing
Contact Center Coaching: A Practical Approach to Getting Results	On Site	N/A	Contact Us for Pricing
Customers Second Generation CIAC Certification Course	On Site	N/A	Contact Us for Pricing
Managing Difficult Customer Contacts	On Site	N/A	Contact Us for Pricing
Monitoring and Coaching for Supervisors	On Site	N/A	Contact Us for Pricing
Contact Center Strategy: A Planning Workshop	On Site	N/A	Contact Us for Pricing
It’s All About the Customer	On Site	N/A	Contact Us for Pricing

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OnDemand All Access

Training & Events

	Contact Center Training: Designing Effective Training for Agents February 10 - Virtual Classroom

	Contact Center Agent Training: Managing Difficult Customers February 17 - Virtual Classroom

	The Role of Social Media in Customer Service - NEW! February 24 - Virtual Classroom

	Small Contact Centers: Forecasting and Scheduling Virtual OnDemand

QueueTip Posts

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10	Repeat Call Analysis? Prashant L Yagnik - 10 answers

1	Calculating Employee Satisfaction? Harold Becht - 1 answer

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Webinars & Whitepapers

	Cloud Call Centers: Myth Busting to Opportunity Webinar – Feb 23 – Register Now!

	Cloud Cover for the Call Center: Meeting Demands Intelligently and... Whitepaper

	Business Talk for the Call Center: Data that Drives Action Webinar – Watch Now!

	Blending in the Call Center: Benefits, Barriers and Breakthroughs Whitepaper

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Articles & Blog Posts

	Hosted From Home: How the Virtual Model is Transforming Contact... Operations

	ICMI's Call Center Cartoon Caption Contest #5 Operations - 11 comments

	Expert's Angle: Call Center Metrics vs. Customer Experience Metrics: The... Operations - 1 comment

	Taking Charge of Social Customer Service Operations

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Videos

8:51	Global Call Center of the Year Award Ceremony 222 views - 6 months ago

28:27	Personalized Customer Experience - Your Competitive Edge 335 views - 6 months ago

4:51	CIAC Professional Certification 374 views - 6 months ago

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Bilingual/Multilingual Support

Business Continuity

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Communicating with Senior Management

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Customer Satisfaction Measurement/Management

Demonstrating the Call Center's Value to the Organization

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Employee Motivation and Retention

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Operations Management Certification

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Sales in the Call Center

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