The primary focus of our business is education. Customers of The Call Center School can choose from our library of standard courses or we can custom-develop a class to meet your center's unique needs.

Frontline Fundamentals
Core Program

The five-part Frontline Fundamentals series includes the following topics:

• The Power of One: The Difference One Agent Can Make
• 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 Communication
• Tyrant Turnaround: Going from Difficult to Delighted Callers

Frontline Electives

• The Art of Upselling: Tips for Making the Sale
• Email Essentials: Frontline Guide for Writing Effective Emails
• Collections Calling: Steps and Strategies for Telephone Collections

Call Center Supervision
The ten-part Call Center Supervision series includes the following topics:

• Making the Match: Recruiting and Hiring Call Center Staff
• Finders Keepers: Proven Strategies for Staff Retention
• Setting the Standards: Defining Peformance Goals and Objectives
• Don't Know, Can't, Won't Model: Diagnosing and Treating Performance Problems
• Fundamentals of Coaching: Techniques for Shaping Employee Performance
• Motivation Marvels: 100 Ways to Improve Motivation and Morale
• Teamwork Template: Techniques for Building and Managing Teams
• Introduction to Workforce Management: What All Call Center Staff Need to Know
• Key Performance Indicators: Managing and Reporting the Numbers
• Introduction to Call Center Technologies: A Beginner's Guide

Call Center Operations
The five-part Call Center Operations series includes the following topics:

• Introduction to Workforce Management: What All Call Center Staff Need to Know
• Key Performance Indicators: Managing and Reporting the Numbers
• Introduction to Call Center Technologies: A Beginner's Guide
• Business Process Improvement: Six Sigma and Beyond
• Analytics and Reporting: Developing a Call Center Communications Plan

• The Basics of Call Center Math
• FMLA and the Call Center

Leadership/Business
The five-part Leadership/Business Management series includes the following topics:

2008 Leadership Sessions

• A Winning Vision: Strategic Planning for Call Center Leaders
• Creating a Sales Culture: Optimizing Sales Performance in the Call Center
• Voice of the Customer: Developing a Systematic Listening/Feedback System
• Making the Case: Business Case Development and Project Management
• Dollars and Sense: Basics of Finance for Call Center Professionals

2008 Special Topics

• Blueprint for Success: Charting a Course for Personnel Development

Workforce Management
The Workforce Management series includes the following topics:

Core Program

• Data Collection and Analysis: Getting Off to the Right Start
• Forecasting Fundamentals: Proven 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

• Advanced Forecasting Techniques: Fine-Tuning Workload Predictions
• Advanced Scheduling Techniques: Improving Coverage and Effectiveness
• Attendance and Adherence: Getting and Keeping Bodies in Seats
• Skill-Based Routing Complexities: Traditional and Multi-Channel

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Quality Assurance
The five-part Quality Assurance series includes the following topics:

• Satisfaction Guaranteed: Performing a Call Center Satisfaction Audit
• Building a Quality Form: Designs for Performance Excellence
• Calibration Corner: Best Practices in Calibration and Scoring
• Fundamentals of Coaching: Techniques for Shaping Employee Performance
• Making the Most of QM Systems: Optimizing Monitoring and Recording Technology

Call Center Technical
The Call Center Technical series includes the following topics:

• Making the Most of ACD: Understanding Routing and Reporting Capabilities
• Making the Most of IVR: Design, Scripting, and Creative Uses of IVR
• Speech Technologies in Today's Call Center
• Traffic Engineering: Mathematical Modeling for Call Center Resources

Nortel/Symmetrics
In an effort to better address the reporting needs of Nortel Contact Center Manager Server (formerly Nortel Symposium Call Center/SCCS and Symposium Express Call Center/SECC) customers, two market leaders have joined forces. Symmetrics Business Intelligence Solutions Inc. is a Nortel Developer partner and a leading provider of reporting, analytic and performance management solutions for the contact center market. The Call Center School provides e-learning programs for training frontline staff, supervisors, managers, and other call center professionals on call center operations. The joint effort delivers Symmetrics specialized Nortel Contact Center Reporting Overview seminar curriculum - targeted at users who want to better understand and leverage the reporting capabilities within the system - as a regularly scheduled web seminar series through The Call Center School.
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