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Course	Location	Start Date	Cost
Essential Skills and Knowledge for Effective Contact Center Management Register	Sydney, AU	Feb 16	Partner Course
Essential Skills and Knowledge for Effective Contact Center Management Register	Melbourne, AU	Feb 23	Partner Course
Mastering Contact Center Financials Register	San Francisco, CA	Mar 27	Symposium Session
The Workforce Management Boot Camp Register	San Francisco, CA	Mar 27	Symposium Session
Essential Skills and Knowledge for Effective Contact Center Management Register	San Francisco, CA	Mar 27	Symposium Session
Knowledge Management: Knowledge-Centered Support Fundamentals Register	San Francisco, CA	Mar 28	Symposium Session
Measuring Contact Center Effectiveness Register	San Francisco, CA	Mar 29	Symposium Session
Contact Center Strategy: A Planning Workshop Register	San Francisco, CA	Mar 29	Symposium Session
Advancing Contact Center Quality Through Monitoring and Coaching Register	San Francisco, CA	Mar 29	Symposium Session

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OnDemand All Access

Training & Events

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

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

	Contact Center Home Agent Management: Assessment and Strategic Planning March 2 - Virtual Classroom

	Contact Center Operations: An Introduction to Seven Fundamentals Virtual OnDemand

QueueTip Posts

4	What SL Does 45-Second ASA Represent? Olaf Weber - 4 answers

1	Impact of the Call Center on the Hotel Industry? g singh - 1 answer

10	Repeat Call Analysis? Prashant L Yagnik - 10 answers

1	Calculating Employee Satisfaction? Harold Becht - 1 answer

Read More QueueTips

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

More Whitepapers

Articles & Blog Posts

	Agent Adherence — Don't Go Big Brother on Them Operations

	Customer Retention is a Shared Responsibility Operations

	Companies Partner for UC&C Solutions, ShoreTel Acquires M5, No Cost... Technology

	What would prompt your organization NOT to outsource offshore? Operations

More Blog Posts

Videos

8:51	Global Call Center of the Year Award Ceremony 228 views - 6 months ago

28:27	Personalized Customer Experience - Your Competitive Edge 357 views - 6 months ago

4:51	CIAC Professional Certification 381 views - 7 months ago

Watch More Videos

Is agent adherence so bad that you feel like you need to time your agents' bathroom breaks?

	Absolutely! Our agents are dillydallying!
	Heck no! Our agents are adherence champs!
	Adherence is bad, but bathroom breaks aren't the issue.

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Categories

Bilingual/Multilingual Support

Business Continuity

Call Center Technology Applications/Offerings

Communicating with Senior Management

Cost Performance

Customer Satisfaction Measurement/Management

Demonstrating the Call Center's Value to the Organization

Employee Management Issues

Employee Motivation and Retention

Metrics/Performance Measurement

Multi-site management

New Technology Evaluation

Operations Management Certification

People Development

Quality Monitoring

Sales in the Call Center

Strategic Value Certification

Technology Implementation/Maintenance

Workforce Management/Staffing