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2012 Seminar Offerings

Date                      Time                Web Seminar Program (Curriculum)

January 5               1pm CT        Call Center Supervision (Call Center Supervision)

January 6            10am CT         Introduction to Workforce Management (Workforce Management)

January 12          10am CT        The Power of One (Frontline Fundamentals)

January 12            1pm CT        Setting the Standards (Call Center Supervision)

January 13          10am CT        Data Collection and Analysis (Workforce Management)

January 13            1pm CT        Building a Quality Monitoring Form – Part I (Quality Assurance)

January 19          10am CT        World of Call Centers (Frontline Fundamentals)

January 19             1pm CT       Don’t Know,Can’t,Won’t Model (Call Center Supervision)

January 20          10am CT        Forecasting Fundamentals (Workforce Management)

January 20            1pm CT        Building a Quality Monitoring Form – Part II (Quality Assurance)

January 26          10am CT        Vocal Makeover (Frontline Fundamentals)

January 26            1pm CT        Performance Coaching (Call Center Supervision)

January 27          10am CT        Calculating Call Center Staff (Workforce Management)

January 27            1pm CT        Defining Call Standards (Quality Assurance)

February 2         10am CT        First Class Phone Manners (Frontline Fundamentals)

February 2           1pm CT        Call Coaching (Call Center Supervision)

February 3         10am CT        Scheduling Principles and Problems (Workforce Management)

February 3           1pm CT        Calibration Corner (Quality Assurance)

February 9         10am CT        Power Phrasing (Frontline Fundamentals)

February 9           1pm CT        Motivation Marvels (Call Center Supervision)

February 10      10am CT        Managing Daily Service Levels (Workforce Management)

February 10        1pm CT        Basics of Call Coaching (Quality Assurance)

February 17      10am CT        Tyrant Turnaround (Frontline Fundamentals)

February 16        1pm CT        Teamwork Template (Call Center Supervision)

February 17      10am CT        Attendance and Adherence (Workforce Management)

February 17        1pm CT        Making the Most of QM (Quality Assurance)

February 23     10am CT        Email Essentials (Frontline Fundamentals)

February 23       1pm CT        Finders Keepers (Call Center Supervision)

February 24     10am CT        Advanced Forecasting Techniques (Workforce Management)

February 24       1pm CT        Satisfaction Guaranteed (Quality Assurance)

March 1            10am CT        Selling Through Service (Telephone Sales/Frontline Fundamentals)

March 1              1pm CT        Call Center Time Management (Call Center Supervision)

March 2           10am CT        WFM Design Dilemmas (Workforce Management)

March 2             1pm CT        Voice of the Customer (Quality Assurance)

March 15         10am CT        Anatomy of a Sales Call (Telephone Sales/Frontline Fundamentals)

March 15          1pm  CT        Introduction to Workforce Management (Call Center Supervision/Operations)

March 16         10am CT        Skill-Based Routing Design (Workforce Management)

March 16           1pm CT        Email Quality Monitoring (Quality Assurance)

March 22        10am CT        Sales Coaching for Supervisors (Telephone Sales/Supervision)

March 22          1pm CT        Key Performance Indicators (Operations/Call Center Supervision)

March 23         1pm CT        SBR WFM Challenges (Workforce Management)

March 29       10am CT       Building a Sales Operations (Telephone Sales/Operations)

March 29         1pm CT        Making the Match (Call Center Supervision)

March 30      10am CT        Communicating Workforce Management (Workforce Management)

April 5             1pm CT        Introduction to Call Center Technology

April 12        10am CT        A Winning Vision (Operations)

April 12          1pm CT        Telecommuting that Works (Operations)

April 19       10pm CT        Dollars and Sense (Operations)

April 19         1pm CT        Making the Case (Operations)

April 26         1pm CT        Business Process Improvement (Operations)

April 26         1pm CT        Analytics and Reporting (Operations)

May 3            1pm CT        Call Center Supervision (Call Center Supervision)

May 4         10am  CT        Introduction to Workforce Management (Workforce Management)

May 10        10am CT        The Power of One (Frontline Fundamentals)

May 10          1pm CT        Setting the Standards (Call Center Supervision)

May 11        10am CT        Data Collection and Analysis (Workforce Management)

May 17        10am CT        World of Call Centers (Frontline Fundamentals)

May 17          1pm CT        Don’t Know,Can’t,Won’t Model (Call Center Supervision)

May 18       10am CT        Forecasting Fundamentals (Workforce Management)

May 24      10am CT        Vocal Makeover (Frontline Fundamentals)

May 24        1pm CT        Performance Coaching (Call Center Supervision)

May 25      10am CT        Calculating Call Center Staff (Workforce Management)

May 31      10am CT        First Class Phone Manners (Frontline Fundamentals)

May 31        1pm CT        Call Coaching (Call Center Supervision)

June 1        10am CT        Scheduling Principles and Problems (Workforce Management)

June 7        10am CT        Power Phrasing (Frontline Fundamentals)

June 7          1pm CT        Motivation Marvels (Call Center Supervision)

June 8        10am CT        Managing Daily Service Levels (Workforce Management)

June 14      10am CT        Tyrant Turnaround (Frontline Fundamentals)

June 14        1pm CT        Teamwork Template (Call Center Supervision)

June 15      10am CT        Attendance and Adherence (Workforce Management)

June 21      10am CT        Email Essentials (Frontline Fundamentals)

June 21        1pm CT        Finders/Keepers (Call Center Supervision)

June 22     10am CT        Advanced Forecasting Techniques (Workforce Management)

June 28       1pm CT        Call Center Time Management (Call Center Supervision)

June 29     10am CT        WFM Design Dilemmas (Workforce Management)

July 12     10am CT         Selling Through Service (Telephone Sales/Frontline Fundamentals)

July 12      1pm  CT        Introduction to Workforce Management (Operations/Call Center Supervision)

July 13       1pm CT        Skill-Based Routing Design (Workforce Management)

July 19     10am CT        Anatomy of a Sales Call (Telephone Sales/Frontline Fundamentals)

July 19       1pm CT        Key Performance Indicators (Operations/Call Center Supervision)

July 20     10am CT        SBR WFM Challenges (Workforce Management)

July 26     10am CT        Sales Coaching for Supervisors (Telephone Sales/Supervision)

July 26       1pm CT        Building a Quality Monitoring Form – Part I (Quality Assurance)

July 27     10am CT        Communicating Workforce Management (Workforce Management)

August 2     10am CT         Building a Sales Operations (Telephone Sales/Operations)

August 2       1pm CT         Building a Quality Monitoring Form - Part II (Quality Assurance)

August 9       1pm CT         Defining Call Standards (Quality Assurance)

August 16     1pm CT         Calibration Corner (Quality Assurance)

August 17   10am CT         Satisfaction Guaranteed (Quality Assurance)

August 23     1pm CT         Basics of Call Coaching (Quality Assurance)

August 24   10am CT        Voice of the Customer (Quality Assurance)

August 30   10am CT       Making the Most of QM (Quality Assurance)

August 31   10am CT       Email Quality Monitoring (Quality Assurance)

September 6           10am CT        The Power of One (Frontline Fundamentals)

September 6             1pm CT        Call Center Supervision (Call Center Supervision)

September 7         10am  CT         Introduction to Workforce Management (Workforce Management)

September 13       10am CT         World of Call Centers (Frontline Fundamentals)

September 13         1pm CT         Setting the Standards (Call Center Supervision)

September 14      10am CT         Data Collection and Analysis (Workforce Management)

September 14        1pm CT         Building a Quality Monitoring Form – Part I (Quality Assurance)

September 20     10am CT        Vocal Makeover (Frontline Fundamentals)

September 20       1pm CT        Don’t Know,Can’t,Won’t Model (Call Center Supervision)

September 21     10am CT         Forecasting Fundamentals (Workforce Management)

September 21       1pm CT         Building a Quality Monitoring Form - Part II (Quality Assurance)

September 27     10am CT        First Class Phone Manners (Frontline Fundamentals)

September 27      1pm CT        Performance Coaching (Call Center Supervision)

September 28   10am CT        Calculating Call Center Staff (Workforce Management)

September 28     1pm CT        Defining Call Standards (Quality Assurance)

October 4          10am CT        Power Phrasing (Frontline Fundamentals)

October 4            1pm CT        Call Coaching (Call Center Supervision)

October 5          10am CT        Scheduling Principles and Problems (Workforce Management)

October 5            1pm CT        Calibration Corner (Quality Assurance)

October 11        10am CT        Tyrant Turnaround (Frontline Fundamentals)

October 11          1pm CT        Motivation Marvels (Call Center Supervision)

October 12       10am CT        Managing Daily Service Levels (Workforce Management)

October 12         1pm CT        Basics of Call Coaching (Quality Assurance)

October 18      10am CT        Email Essentials (Frontline Fundamentals)

October 18        1pm CT        Teamwork Template (Call Center Supervision)

October 19      10am CT        Attendance and Adherence (Workforce Management)

October 19        1pm CT        Making the Most of QM (Quality Assurance)

October 25     10am CT        Selling Through Service (Telephone Sales/Frontline Fundamentals)

October 25       1pm CT        Finders Keepers (Call Center Supervision)

October 26    10am CT        Advanced Forecasting Techniques (Workforce Management)

October 26      1pm CT        Satisfaction Guaranteed (Quality Assurance)

November 1     10am CT        Anatomy of a Sales Call (Telephone Sales/Frontline Fundamentals)

November 1        1pm CT        Call Center Time Management (Call Center Supervision)

November 2     10am CT        WFM Design Dilemmas (Workforce Management)

November 2       1pm CT        Voice of the Customer (Quality Assurance)

November 8     10am CT        Building a Sales Operations (Telephone Sales/Operations)

November 8      1pm  CT        Introduction to Workforce Management (Call Center Supervision/Operations)

November 9     10am CT        Skill-Based Routing Design (Workforce Management)

November 9       1pm CT        Email Quality Monitoring (Quality Assurance)

November 15   10am CT        Sales Coaching for Supervisors (Telephone Sales/Supervision)

November 15     1pm CT        Key Performance Indicators (Operations/Call Center Supervision)

November 16   10am CT        SBR WFM Challenges (Workforce Management)

November 30  10am CT        Communicating Workforce Management (Workforce Management)

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