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Essential Skills and Knowledge for Effective Contact Center Management

Learn the fundamental principles of contact center management that build exceptional operations and careers.

Contact Center Strategy
Provides the tools and direction necessary to develop, implement and manage a contact center strategy and leadership process
Customer Experience Accelerator Boot Camp

This interactive two-day workshop focuses on how to build your Customer Experience (CX) Maturity Model.

Succeeding with Metrics

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.

Monitoring and Coaching

Design a comprehensive, cost-effective monitoring and coaching program.

Quality Form Development Workshop

Maximize the value of your quality program by learning how to develop and optimize your quality monitoring forms.