In-person Seminar. 5-day, instructor-led training course. Includes certification exam. This 5-day learning experience is perfect for management professionals making a lateral move to a call center, as well as those charged with building a new call center or improving an existing one.
In-person Seminar. 3-day training class. This is THE course on call center metrics, taught by James Abbott, the service engineer that literally wrote the book on the subject. This course fulfills hours requirements toward the Six Sigma Black Belt and the Call Center Engineering Certification (CCCE).
In-person Seminar. 3-day instructor-led training course, includes certification exam. Learn the art and science of contact center management. Hone tactical skills you can utilize every day. Jump-start your center's improvement initiatives. And, earn the industry's most prestigious credential.
In-person Seminar. 3-day instructor-led training and certification. Under the guidance of workforce management authority Margaret Klenke, attendees will learn each and every step in the process: from forecasting, scheduling, and real-time respond strategies; to tactics for optimizing costs, coverage and service levels.
Own Your Own Email Training Program. This course is available in an extended version that you can own and tailor to provide your customer service and sales staff with the specific netiquette skills and online perspective they need to better handle customer emails.
Training DVD for Front-Line Customer Service Reps by Steve Coscia. Innovative, proactive stress-reducing ideas to minimize burnout. A methodical approach to immediate attitude improvement. Improved enthusiasm and vitality in serving your customers.
Training DVD for Front-Line Customer Service Reps by Steve Coscia. World class behaviors which will increase customer retention and yield higher profits. The front-line strategies will improve employee morale and result in a World Class Culture.