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 will select their training course during the online registration process.
Contact Center Management
Monday | 8:30 AM – 5:00 PM
Tuesday | 8:30 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: A Strategic Roadmap for Planning and Innovation
Monday | 8:30 AM – 5:00 PM
Tuesday | 8:30 AM – 3:45 PM
Instructor: Laura Grimes
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 | 8:30 AM – 5:00 PM
Tuesday | 8:30 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 | 8:30 AM – 5:00 PM
Tuesday | 8:30 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 | 8:30 AM – 5:00 PM
Tuesday | 8:30 AM – 3:45 PM
Instructor: Wendy Fowler
This comprehensive two-day program is designed specifically for Contact Center Supervisors seeking to advance their leadership capabilities and coaching expertise in today's complex environments. Through interactive learning and peer collaboration across diverse industries, participants will develop a complete skillset to excel in modern contact center management.
Day 1: Leadership & Operations Excellence Master the critical balance between service metrics and team engagement while developing essential skills in operations management, quality control, and resource optimization. Through targeted assessments, practical exercises, and our exclusive Excel toolkit, you'll gain actionable strategies to navigate daily challenges and drive measurable improvements in your contact center's performance—whether managing in-person, remote, or hybrid teams.
Day 2: Advanced Coaching & Performance Development Build on your leadership foundation by mastering proven coaching methodologies to enhance agent development. Through interactive, scenario-based training, you'll build a powerful toolkit of feedback techniques and discover how to spark breakthrough performance in your team. Learn to transform everyday conversations into powerful coaching moments that consistently deliver outstanding results.
By the end of this intensive two-day experience, you'll emerge equipped with both the strategic leadership capabilities and practical coaching skills needed to optimize your team's performance and advance your career in contact center management.