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Course	Location	Start Date	Cost
Essential Skills and Knowledge for Effective Call Center Management Register	Philadelphia, PA	Jun 19	Symposium Session
Mastering Contact Center Financials Register	Philadelphia, PA	Jun 19	Symposium Session
Contact Center Strategy Register	Philadelphia, PA	Jun 21	Symposium Session
Principles of Effective Contact Center Management 2-Part Series Register	Virtual Classroom	Aug 3	$499
Leading Practices in IVR Design: Turn Your IVR from a Liability to an Asset Register	Virtual Classroom	Aug 17	$299
Essential Skills and Knowledge for Effective Contact Center Management Register	Minneapolis, MN	Aug 21	Symposium Session
Mastering Contact Center Financials Register	Minneapolis, MN	Aug 21	Symposium Session
Contact Center Strategy Register	Minneapolis, MN	Aug 23	Symposium Session
Adding Sales to a Service Environment Register	Virtual Classroom	Sep 14	$299
Small Contact Centers: Forecasting and Scheduling Register	Virtual Classroom	Sep 21	$299

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OnDemand All Access

Training & Events

	Contact Center Forecasting: The Fundamentals of Success June 1 - Virtual Classroom

	ICMI Symposium June 19-22 - Philadelphia, PA

	Contact Center Forecasting: Improving Accuracy June 8 - Virtual Classroom

	Principios de la Gestión Efectiva del Contact Center Virtual OnDemand

QueueTip Posts

1	Explanation of ACD Service Level? Amanda Reth - 1 answer

1	Average Shrinkage? Nina Westvold - 1 answer

5	Removing <10 Second Abandons at Skill Level? Mary Wierbicki - 5 answers

1	Formula for Agents Needed? Mohamed Haqqi - 1 answer

Read More QueueTips

Webinars & Whitepapers

	Keep (and Optimize) Your Call Center's Best Agents: Agent Salary... Webinar – Jun 7 – Register Now!

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

	The Role of Workforce Optimization in Balancing Contact Center Efficiency... Webinar – Watch Now!

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

More Whitepapers

Articles & Blog Posts

	Expert's Angle: Why Customer Service Reps Don't Sell… and What... Operations - 1 comment

	Customer Service is a Contact Sport Operations

	Blended and Outbound Call Centers Series: Outbound Campaign Design Operations

	Inbound-only Centers and Outbound Traffic Operations

More Blog Posts

Videos

0:41	Jean Bave-Kerwin -- Call Center on Fast Forward Book Testimonial 20 views - 5 days ago

0:39	Tiffany LaReau -- Call Center on Fast Forward Book Testimonial 32 views - 2 weeks ago

0:44	Gina Szabo -- Call Center on Fast Forward Book Testimonial 30 views - 2 weeks ago

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Does your center use agent desktop tools?

	Yes we do - and they’re great!
	Yes, but we’re having some challenges with them.
	No, we tried but they didn’t work out.
	No, but we'd like to.
	No, they’re not for us.

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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