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Course	Location	Start Date	Cost
Essential Skills and Knowledge for Effective Contact Center Management Register	Brisbane, AU	Feb 6	Partner Course
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
Essential Skills and Knowledge for Effective Contact Center Management Register	Adelaide, AU	Feb 28	Partner Course
Contact Center Home Agent Management: Operational Execution Register	Virtual Classroom	Mar 9	$299
Contact Center Home Agent Management: Leadership and Management Register	Virtual Classroom	Mar 16	$299
Mastering Contact Center Financials 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
Contact Center Strategy: A Planning Workshop Register	San Francisco, CA	Mar 29	Symposium Session
Principles of Effective Contact Center Management 2-Part Series Register	Virtual Classroom	Aug 3	$499

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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

	Contact Center Monitoring: Designing a Program that Achieves Results 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

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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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Does your contact center measure "hold of holds", or the average hold time of callers placed on hold?

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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