With over 50 topics in our library of standard topics, The Call Center School can help you design an educational program to meet the needs of your call center. Delivery options include instructor-led web seminars (public or private), on-site classroom programs, self-paced e-learning programs, and a variety of books. Below is a listing of the standard topics available as public web seminars in 2012.

(Click on any link to see more details.)

• Frontline Fundamentals
  • The Power of One: The Difference One Agent Can Make
  • World of Call Centers: An Operational Overview
    
  • Vocal Makeover: Techniques for a Winning Voice
  • First Class Phone Manners:  The Absolute Musts of Telephone Best Practices
  • Power Phrasing: Winning Word Choices for Effective Communications
  • Tyrant Turnaround: Going from Difficult to Delighted Callers
  • Email Essentials: Frontline Guide for Writing Effective Emails
  • Selling Through Service: Increasing Profits By Customer-Focused Selling
  • Anatomy of a Sales Call: Four Steps to Successful Selling
• Call Center Supervision
  • Setting the Standards: Defining Performance Goals and Objectives
  • DCW Model: Diagnosing and Treating Performance Problems
  • Performance Coaching: Techniques for Shaping Employee Behaviors
  • Call Coaching: Techniques for Shaping Employee Behaviors
  • Motivation Marvels: 100 Ways to Improve Motivation and Morale
  • Teamwork Template: Techniques for Building and Managing Teams
  • Finders Keepers: Proven Strategies for Staff Retention
  • Call Center Time Management: Budgeting a Supervisory Day
  • Introduction to WFM: Understanding Call Center Staffing and Scheduling
  • Key Performance Indicators: Managing A Call Center by the Numbers
  • Call Center Supervision: Essentials Skills and Compentencies
    
  • Sales Coaching for Supervisors: Techniques for Maximizing Sales
    
• Workforce Management
  • Data Collection and Analysis: Getting Off to the Right Start
  • Forecasting Fundamentals: Practices for Predicting Call Workload
  • Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs
  • Scheduling Principles and Problems: Solutions to Scheduling Challenges
  • Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service
  • Introduction to Workforce Management: An Overview of the WFM Process
  • Attendance and Adherence: Getting and Keeping Bodies in Seats
  • Advanced Forecasting Techniques: Fine-Tuning Workload Predictions
  • WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios
    
  • Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs
  • Skill-Based Routing WFM Challenges:  Forecasting and Scheduling for SBR Scenarios
    
  • Communications for WFM Professionals: Closing the Information Gap
    
  • The Overtime Lie: Calculating True Labor Costs (TLC) in a Shift Work Environment
    
  • Scheduling for Success: Shift Strategies to Improve Employee Satisfaction and the Bottom-Line
    
  • From Strategy to Implementation:A Step-by-Step Guide for Rolling Out a New Labor Plan
    
• Operations/Business
  • Introduction to WFM: Understanding Call Center Staffing and Scheduling
  • Key Performance Indicators: Managing a Call Center by the Numbers
  • Making the Match: Recruiting and Hiring Call Center Staff
    
  • Introduction to Call Center Technology: Understanding Call Center Technologies
  • Telecommuting that Works: Strategies for Utilizing Remote Agents
    
  • A Winning Vision: Essentials of Strategic Planning for Call Center Leaders
    
  • Dollars and Sense: Basics of Finance for Today’s Call Center Professionals
    
  • Making the Case: Business Case Development and Project Management
  • Business Process Improvement: Six Sigma and Beyond
  • Analytics and Reporting: Developing a Call Center Reporting Plan
  • Building a Sales Operations: Ten Essential Elements
• Quality Assurance
  • Building a Quality Form – Part I
    
  • Building a Quality Form – Part II
  • Defining Call Standards: What a Call Should Sound Like
    
  • Calibration Corner: Best Practices in Calibration and Scoring
  • Basics of Call Coaching: Techniques for Shaping Call Techniques
  • Making the Most of QM Systems: Optimizing Monitoring/Recording Technology
    
  • Satisfaction Guaranteed: Performing a Call Center Satisfaction Audit
  • Voice of the Customer: Developing a Systematic Listening/Feedback System
  • Email Quality Monitoring: Writing the Right Way
• Telephone Sales
  • Selling Through Service: Increasing Revenues with Customer-Focused Selling
  • Anatomy of a Sales Call: Four Steps to Successful Selling
  • Sales Coaching for Supervisors: Techniques for Maximizing Sales
  • Building a Sales Operation: Ten Essential Elements

  
  

• Customer Surveying
   
  • Survey Overview and Project Management
  • Questionnaire Design Elements
  • Questionnaire Design Process
  • Questionnaire Design Principles
  • Survey Question Formats
  • Key Elements of Survey Administration
  • Survey Data Analysis
  • Advanced Survey Data Analysis