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Calendar
May 2008
1 | 2
 
05/01 10:00 AM CST The Power of One:
The Difference One Agent Can Make		 Frontline Fundamentals
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05/01 1:00 PM CST Finders Keepers:
Proven Strategies to Increase Employee Retention		 Call Center Supervision
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05/02 10:00 AM CST Data Collection and Analysis Workforce Management
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05/08 10:00 AM CST Vocal Makeover:
Proven Techniques for a Winning Voice		 Frontline Fundamentals
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05/08 1:00 PM CST Setting the Standards:
Defining Performance Objectives and Measuring Results		 Call Center Supervision
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05/09 10:00 AM CST Forecasting Fundamentals:
Proven Practices for Predicting Call Workload		 Workforce Management
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05/15 10:00 AM CST First Class Phone Manners:
The Absolute Musts of Telephone Best Practices		 Frontline Fundamentals
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05/15 1:00 PM CST Don't Know, Can't, Won't Model:
Diagnosing and Treating Performance Problems		 Call Center Supervision
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05/16 10:00 AM CST Calculating Call Center Staff:
The Math of Call Center Staffing Tradeoffs		 Workforce Management
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05/22 10:00 AM CST Power Phrasing:
Winning Word Choices for Effective Communication		 Frontline Fundamentals
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