Make the most of your experience and seize the opportunity to be trained by the gold standard in contact center training. Highly recommended and included with your Premium Learning Pass and Training Only Pass! Training classes take place October 27th and 28th, 2025.
Registrants need to select their training course while completing the online registration process.
Contact Center Management
Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Instructor: Brad Cleveland
The fundamental principles of contact center management that equip call center management professionals to build exceptional operations and careers.
This class provides the practical information you need to hone your contact center’s resource and technology planning, leverage strategic planning and partnerships, build a comprehensive customer access strategy, drive continuous improvement, and build a business case for the resources you need to meet your organization’s most critical goals.
Contact Center Senior Leadership
Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Instructor: Laura Grimes
This executive-level planning workshop will provide the tools and direction necessary to develop, implement and manage a contact center strategy and leadership process.
This class demonstrates how you can use your organization’s strategic vision to drive contact center planning, how to bridge strategy and tactics, and how to develop an operational strategy that will support high performance. Understand how to manage the people, the processes, and the technology to meet your goals, support the organization’s priorities, and meet customer expectations. Discuss innovation and learn how you should prepare your contact center for the future.
Foundations in Contact Center Metrics
Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Instructor: Doug Tedder
Managing a contact center’s performance is more complicated now than ever before. The diversity of channels, technologies, and service offerings leaves behind a mess of data that can overwhelm even the most experienced of leaders. Achieving success today means having the ability to find and act on the metrics that truly matter most.
This course equips contact center leaders with the insights and resources they need to effectively define, measure, and achieve results. Participants will learn how to categorize key performance areas, establish leading indicators, accurately analyze results, and clearly articulate the contact center’s business impact.
Artificial Intelligence in the Contact Center
Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Instructor: Josh Streets
Transform your organization’s customer experience at all levels by improving your team’s knowledge surrounding artificial intelligence (AI) and automation!
In recent years, leading companies have created or accelerated their strategies to gain efficiency and effectiveness in their contact centers using AI and automation. In this course, you will learn about the core concepts of AI and automation, how to align it with your customer experience strategy and service level commitments, how to build a case for funding, how to design the right architecture, and how to deliver measurable results that transform your organization.
You will leave this workshop with a refreshed sense of what the contact center of tomorrow will look like, including best practices, real examples, and a structured plan for moving your strategies forward. Whether you have a mature roadmap or you’re just getting started, this course is for you.
Supporting Operational Excellence and Unlocking Potential Through Coaching
Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Instructor: Wendy Fowler
Master transformative coaching techniques to unlock agent potential and drive exceptional contact center performance.
Transform your supervisory impact with this dynamic coaching course designed specifically for contact center supervisors and team leaders ready to elevate their coaching capabilities. Through interactive, scenario-based training, you'll master proven coaching methodologies to enhance agent development, build a powerful toolkit of feedback techniques, and discover how to spark breakthrough performance in your team – transforming everyday conversations into powerful coaching moments that consistently deliver outstanding results.
By the end of this course, you will:
• Understand coaching's vital role in contact center success
• Connect coaching efforts to measurable performance outcomes
• Leverage coaching to enhance performance, engagement, and retention
• Recognize and act on key moments for impactful coaching interventions
• Apply SMART goals and constructive feedback techniques for performance enhancement