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2 Day Training Classes

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 Training + Standard Conference Pass and Training Only Pass! Training classes take place October 16th and 17th, 2023.

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Contact Center Management Bootcamp

Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Brad Cleveland

Evolving customer expectations, the rise of social media, proliferating contact channels, and the heightened strategic role of customer services are changing contact centers dramatically. Ensure your team's success and achieve your professional career goals with a solid foundation in planning and managing an exceptional contact center. You’ll learn how to apply the core principles of managing a contact center to these critical new environments. This course is guaranteed to give key staff involved in resource planning, contact center analysis, and performance reporting the tools necessary to make a lasting impact on their employees, their customers, and their companies.


Contact Center Strategy and Leadership

Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
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. Apply the lessons of the world’s best contact centers to transform your service and conquer new competitive challenges. You'll get the information, tools, and direction necessary to develop, implement, and manage a contact center strategy and leadership process—and then you and your colleagues will work through realistic exercises to discuss key contact center challenges. You'll leave with tools, techniques, and strategies you can implement immediately and for years to come.


Foundations in Contact Center Metrics

Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Justin Robbins

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
Josh Streets

Transform your contact center's service 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 center using AI and automation. In this course, you will learn about the core concepts of AI and automation, how to align it with your contact center model 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 contact center. 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.



Contact Center Fundamentals and People Management for Supervisors

Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Wendy Fowler

Whether you are a first-time supervisor or a seasoned pro, this two-part training will prepare you to implement the key principles of management that will have a direct impact on agent engagement and retention. On Day 1, learn about the fundamentals of a contact center: what it is, what it does, and what you need to know to manage one successfully. Take a deep dive into the planning and management process, real-time management and recovery, and improving quality and productivity. Day 2 is all about people management and mastering the skills you need to hire and manage an engaged team of people who are working at their full potential. You'll learn how to blend agents into a successful team and how to use critical management and communication tools to make decisions and solve problems in a team setting.