Class Schedule
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9/09/2010, 10:00AM CDT
The Power of One
The Difference One Agent Can Make -
9/09/2010, 1:00PM CDT
Making the Match
Recruiting and Hiring Call Center Staff -
9/10/2010, 10:00AM CDT
Introduction to Workforce Management
An Overview of the WFM Process -
9/10/2010, 1:00PM CDT
Building a Quality Monitoring Form
Part I
Books
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The Power of One:
An easy-to-read book that shows each call center employee the significant impact each can make on customer perceptions and retention
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Call Center Supervision
The Complete, Practical Guide to Managing Frontline Staff
