This 90-minute web seminar provides two important lessons. The Power of One class helps frontline agents understand the important role they play in building customer relationships, as well as impacting the overall operation of the call center.

Dates: May 10, September 6

This 90-minute web seminar will help students fine-tune their vocal techniques to become better communicators over the telephone. Learn how to get rid of distracting voice mannerisms and identify the seven vocal characteristics and how to improve each one for a better telephone voice.

Dates: May 24, September 20

This 90-minute web seminar provides guidelines for words to use and not to use to make the most of every phone call. Students will learn words and phrasing to turn negative statements into positive ones, as well as how to give instructions in a helpful manner in order to leave a positive impression with each customer.

Dates: June 7, October 4

This 90-minute web seminar provides best practices for written communications with customers. Students will learn to write clear, concise emails and avoid the most common grammar and punctuation errors in order to enhance customer communications.

Dates: February 23, June 21, October 18

This 90-minute web seminar outlines the four basic stages of a sales call. Learn how to engage the customer, discover basic customer needs, present solutions that benefit the customer, and gain commitment for next steps.

Dates: March 15, July 19, November 1

This 6 course web seminar package includes all the topics in the core Frontline Fundamentals program. Topics include Power of One, World of Call Centers, Vocal Makeover, First-Class Phone Manners, Power Phrasing, and Tyrant Turnaround.