Contact 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
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 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
...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 theory. When this
more...
...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 theory. When this
more...
Call Center Workforce Management Certification - Live Online - April 4-6 2012
...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 theory. When this
more...
...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 theory. When this
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
more...
Contact Center Staff Engagement Wellness Webinar
...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 strategy and not just something that is given lip service. Their management practices include making reasonable demands on time and
more...
...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 strategy and not just something that is given lip service. Their management practices include making reasonable demands on time and
more...
Sales Coaching for Contact Center Managers
...ity standards. Learn the secrets to becoming a successful contact center sales 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
more...
...ity standards. Learn the secrets to becoming a successful contact center sales 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
more...
Attracting Retaining Engaging the Next-Generation Workforce The Being of Soul-Inspiring Leadership
...nd 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 environment will be exponentially worse. A double-whammy of demographics plus
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Contact Centre Group 2010 Webinars Lean Six Sigma Demystified Practical Easy to Implement Ideas A Handy Guide for Managers Su
...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 performance measures. In this situation,
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