Call Center Web-based Seminars
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From The College of Call Center Excellence
Call Center Social Media Certification - Live Online - May 9-11 2012
...nd measuring the results of these efforts.
Live Online Call Center Training
Our live online call center training provides a cost-effective way to maximize your training, provide virtual training in your call center or home, and cover the key challenges you need to address to successfully elevate your contact center to new levels of excellence.
Class size allows one-on-one interaction
more...
...nd measuring the results of these efforts.
Live Online Call Center Training
Our live online call center training provides a cost-effective way to maximize your training, provide virtual training in your call center or home, and cover the key challenges you need to address to successfully elevate your contact center to new levels of excellence.
Class size allows one-on-one interaction
more...
Call Center Social Media Certification - Live Online - October 3-5 2012
Social media represents one of the most significant changes in consumer media behavior in history, resulting in fundamental shifts in the way companies communicate and interact with consumers. This course provides the practical knowledge and insights required to establish objectives and strategies and to properly select the social media platforms to engage consumers, while monitoring and measuring
more...
Social media represents one of the most significant changes in consumer media behavior in history, resulting in fundamental shifts in the way companies communicate and interact with consumers. This course provides the practical knowledge and insights required to establish objectives and strategies and to properly select the social media platforms to engage consumers, while monitoring and measuring
more...
Call Center Quality Assurance Certification - Live Online - September 5-7 2012
Build a Best-in-Class Customer Service Center with Quality Assurance Monitoring Training. The quality assurance workshop provides participants with an understanding of the elements that are crucial in building a well-planned program that meets the strategic needs of the organization. Those goals and/ or needs may be orientated toward Cost, Service, Sales or Marketing.
more...
Build a Best-in-Class Customer Service Center with Quality Assurance Monitoring Training. The quality assurance workshop provides participants with an understanding of the elements that are crucial in building a well-planned program that meets the strategic needs of the organization. Those goals and/ or needs may be orientated toward Cost, Service, Sales or Marketing.
more...
Call Center Quality Assurance Certification - Live Online - June 6-8 2012
Build a Best-in-Class Customer Service Center with Quality Assurance Monitoring Training. The quality assurance workshop provides participants with an understanding of the elements that are crucial in building a well-planned program that meets the strategic needs of the organization. Those goals and/ or needs may be orientated toward Cost, Service, Sales or Marketing.
more...
Build a Best-in-Class Customer Service Center with Quality Assurance Monitoring Training. The quality assurance workshop provides participants with an understanding of the elements that are crucial in building a well-planned program that meets the strategic needs of the organization. Those goals and/ or needs may be orientated toward Cost, Service, Sales or Marketing.
more...
Call Center Quality Assurance Certification - Live Online - March 7-9 2012
Build a Best-in-Class Customer Service Center with Quality Assurance Monitoring Training. The quality assurance workshop provides participants with an understanding of the elements that are crucial in building a well-planned program that meets the strategic needs of the organization. Those goals and/ or needs may be orientated toward Cost, Service, Sales or Marketing.
more...
Build a Best-in-Class Customer Service Center with Quality Assurance Monitoring Training. The quality assurance workshop provides participants with an understanding of the elements that are crucial in building a well-planned program that meets the strategic needs of the organization. Those goals and/ or needs may be orientated toward Cost, Service, Sales or Marketing.
more...
Call Center Workforce Management Certification - Live Online - August 1-3 2012
The BenchmarkPortal contact center Workforce Management Certification training course for workforce managers covers the entire workforce management process from the gathering of data to the production of forecasts, schedules, and budgets. We include lessons that benefit attendees from any sized organization, large and small, with real-world examples of solutions that work in practice - not just
more...
The BenchmarkPortal contact center Workforce Management Certification training course for workforce managers covers the entire workforce management process from the gathering of data to the production of forecasts, schedules, and budgets. We include lessons that benefit attendees from any sized organization, large and small, with real-world examples of solutions that work in practice - not just
more...
Call Center Workforce Management Certification - Live Online - April 4-6 2012
The BenchmarkPortal contact center Workforce Management Certification training course for workforce managers covers the entire workforce management process from the gathering of data to the production of forecasts, schedules, and budgets. We include lessons that benefit attendees from any sized organization, large and small, with real-world examples of solutions that work in practice - not just
more...
The BenchmarkPortal contact center Workforce Management Certification training course for workforce managers covers the entire workforce management process from the gathering of data to the production of forecasts, schedules, and budgets. We include lessons that benefit attendees from any sized organization, large and small, with real-world examples of solutions that work in practice - not just
more...
From Guru - Your Online Mentor
Asterisk telephony Infrastructure setup
Design & build telephony infrastructure using Asterisk.
Agenda:
1. Introduction to Telephony
2. Understanding IP telephony
3. Understanding traditional PBX and Soft PBX.
4. Overview to Asterisk & related products.
5. Installing AsteriskNOW
6. Installing Elastix
7. Adding basic components - extensions, trunk, outboundroute etc.,
8. Working with Ring groups, VoiceMail & IVR.
9.
more...
Design & build telephony infrastructure using Asterisk.
Agenda:
1. Introduction to Telephony
2. Understanding IP telephony
3. Understanding traditional PBX and Soft PBX.
4. Overview to Asterisk & related products.
5. Installing AsteriskNOW
6. Installing Elastix
7. Adding basic components - extensions, trunk, outboundroute etc.,
8. Working with Ring groups, VoiceMail & IVR.
9.
more...
From International Contact Center Academy
FIRST CALL RESOLUTION HOW TO DEFINE AND MEASURE
First call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%. However, this means that 14% of your customers are contacting you more than once (or twice) to resolve their issues!
Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer satisfaction. 34% of customers who didna ™t get their
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Before You Hit Send How to Write Business-Friendly Emails That Create Emotional Connections and Leave Customers Saying WOW
Every email your employees send out has your company's brand in the signature line and it puts your corporate reputation on the line. A great email can completely restore customer confidence in your brand and regain goodwill. But, at the fingertips of a disgruntled customer, your emails can be plastered all over the Internet by way of a powerful blog. In Before You Hit Send, Myra shows your
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Contact Center Staff Engagement Wellness Webinar
Work-life balance is an indicator of health. Yet it seems that almost everyone has too much to do and not enough time to do it. Many things are constantly competing for your time and energy. Contact Centers today who want to attract and keep their talented workers understand the connection between employee satisfaction and employee wellness. They believe that workplace wellness is a business
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Work-life balance is an indicator of health. Yet it seems that almost everyone has too much to do and not enough time to do it. Many things are constantly competing for your time and energy. Contact Centers today who want to attract and keep their talented workers understand the connection between employee satisfaction and employee wellness. They believe that workplace wellness is a business
more...
Sales Coaching for Contact Center Managers
...les coach.
This webinar is designed specifically for a call center environment. As a result, these techniques can be applied immediately within your contact center.
In this interactive 75-minute webinar, Managers and Call Quality Coaches will learn:
3 important differences between call quality skills and sales skills, so you can focus your coaching time more efficiently
3 vital
more...
...les coach.
This webinar is designed specifically for a call center environment. As a result, these techniques can be applied immediately within your contact center.
In this interactive 75-minute webinar, Managers and Call Quality Coaches will learn:
3 important differences between call quality skills and sales skills, so you can focus your coaching time more efficiently
3 vital
more...
Attracting Retaining Engaging the Next-Generation Workforce The Being of Soul-Inspiring Leadership
Within Part 1 of this webinar series, you were made aware that a Tsunami-sized labor and leadership crisis is cresting ashore a right at your Contact Centera ™s doorstep.
You were asked to consider how easy it is for you right now to attract and retain leadership bench strength that will propel you to thrive a not just survive. You confirmed ita ™s not easy.
Tomorrowa ™s
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Contact Centre Group 2010 Webinars Lean Six Sigma Demystified Practical Easy to Implement Ideas A Handy Guide for Managers Su
Measuring performance is fundamental to any contact center operations whether it is a large or small. The measurement process is the primary data collection vehicle for management, yet few contact centers have a program or resources in place for identifying and improving performance measures. As a result, many managers operate with a haphazard collection of uncoordinated and often irrelevant
more...
