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 2010.

(Click on any Curriculum Track to see more details about courses in that track.)

• Frontline Fundamentals
  • The Power of One: The Difference One Agent Can Make
  • Vocal Makeover: Techniques for a Winning Voice
  • First Class Phone Manners: Absolute Telephone Best Practices
  • Power Phrasing: Winning Words for Effective Communications
  • Tyrant Turnaround: Going from Difficult to Delighted Callers
  • Email Essentials: Frontline Guide for Writing Effective Emails
  • From Service to Sales: Increasing Profits with Customer-Focused Selling
• Call Center Supervision
  • Making the Match: Recruiting and Hiring Call Center Staff
  • Finders Keepers: Proven Strategies for Staff Retention
  • Setting the Standards: Defining Performance Goals and Objectives
  • DCW Model: Diagnosing and Treating Performance Problems
  • Fundamentals of Coaching: Techniques for Shaping Performance
  • Motivation Marvels: 100 Ways to Improve Motivation and Morale
  • Teamwork Template: Techniques for Building and Managing Teams
  • Supervisor’s Guide to Workforce Management: Staffing and Scheduling
  • Key Performance Indicators: Managing by the Numbers
  • Introduction to Call Center Technology: A Beginner’s Guide
• Workforce Management
  • Data Collection and Analysis: Getting Off to the Right Start
  • Forecasting Fundamentals: Practices for Predicting Call Workload
  • Calculating Call Center Staff: Math of Call Center Staffing Tradeoffs
  • Scheduling Principles and Problems: Solutions to Scheduling Challenges
  • Managing Daily Service: Intra-Day Guide to Managing Staff and Service
  • Introduction to Workforce Management: An Overview of the Process
  • Performing a Workforce Management Audit
  • Advanced Forecasting: Fine-Tuning Workload Predictions
  • Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs
  • Skill-Based Routing WFM Challenges: SBR Forecasting and Scheduling
  • Attendance and Adherence: Getting and Keeping Bodies in Seats
• Operations/Business
  • Introduction to WFM: Guide to Staffing and Scheduling
  • Key Performance Indicators: Managing by the Numbers
  • Introduction to Call Center Technology: A Beginner’s Guide
  • A Winning Vision: Essentials of Strategic Planning
  • Dollars and Sense: Basics of Finance for Call Centers
  • 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
• Quality Assurance
  • Building a Quality Form I: Structure and Design
  • Building a Quality Form II: Weighting and Scoring
  • Calibration Corner: Best Practices in Calibration and Scoring
  • Basics of Call Coaching: Techniques for Shaping Call Performance
  • Making the Most of QM Systems: Optimizing QM Technology
  • Satisfaction Guaranteed: Performing a Call Center Satisfaction Audit
  • Voice of the Customer: Developing a Customer Feedback System
• Customer Surveying
  • Survey Overview and Project Management
  • Survey Questionnaires: The Design Process
  • Survey Questionnaires: Essential Design Principles
  • Survey Question Formats
  • Survey Delivery and Administration
  • Survey Data Analysis and Reporting