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Course	Location	Start Date	Cost
Contact Center Forecasting: The Fundamentals of Success Register	Virtual Classroom	Jun 1	$299
Contact Center Forecasting: Improving Accuracy Register	Virtual Classroom	Jun 8	$299
Contact Center Forecasting: Effective Tactics and Tools Register	Virtual Classroom	Jun 15	$299
Understanding ACD Data: What You Need to Know and Why Register	Virtual Classroom	Jun 27	$299
Contact Center Staffing and Scheduling: Building a Long-Term Model Register	Virtual Classroom	Jul 13	$299
Contact Center Staffing and Scheduling: Implementing Best Practices Register	Virtual Classroom	Jul 20	$299
Contact Center Staffing and Scheduling: Group Design and Other Considerations Register	Virtual Classroom	Jul 27	$299
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
Contact Center Metrics: What Metrics Matter and Why Register	Virtual Classroom	Aug 24	$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

	Contact Center Staffing: Absenteeism and Adherence 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

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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