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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

	Principles of Effective Contact Center Management 2-Part Series 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

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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

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Call Center Technology Applications/Offerings

Communicating with Senior Management

Cost Performance

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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

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Sales in the Call Center

Strategic Value Certification

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Workforce Management/Staffing