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Learn the fundamental principles of contact center management that build exceptional operations and careers (previously "Essential Skills and Knowledge").
A comprehensive, four-day workshop that integrates all aspects of workforce management to improve forecasting and staffing efficiency.
Combines the fundamentals of the call center’s unique operating environment with general leadership and coaching skills.
This interactive two-day workshop focuses on how to build your Customer Experience (CX) Maturity Model.
This interactive, consultative workshop – facilitated by industry expert Jeff Rumburg – will provide a comprehensive overview of best practices in performance measurement and management for Contact Centers.