Operations/Business Management Curriculum

Call Center Training - Operations/Business Mgmt.

Operations/Business Management Curriculum Track

Operations/Business Management - 11 Course Full Track (e-learning):

The Operations/Business Management full series includes a set of eleven courses that are "business school basics" applied to the call center. Topics include the full array of call center operations and business management topics.

Introduction to WFM: Understanding Call Center Staffing and Scheduling (Web Seminar):

This 90-minute web seminar provides an overview of workforce management for call center supervisors and managers. Students will learn about the challenges of workforce planning, the detailed steps of forecasting and scheduling, and the important concept of the Power of One in call center staffing.

Dates: March 15, July 12, November 8

Key Performance Indicators: Managing by the Numbers (Web Seminar):

This 90-minute web seminar outlines strategies for defining a performance measurement system, including how to identify the top twenty performance measures for your call center. Students will also learn how to translate top metrics into effective call center management reports.

Dates: March 22, July 19, November 15

Making the Match: Recruiting, and Hiring Call Center Staff (Web Seminar):

This 90-minute web seminar outlines best practices associated with recruiting, screening, and hiring call center staff. Students will learn to do a job task analysis, define selection criteria, advertise openings, and screen/test/interview candidates effectively to ensure the best match for the job.

Dates: March 29

Introduction to Call Center Technologies: Understanding Call Center Technologies (Web Seminar):

This 90-minute web seminar provides an overview of today's call center technologies. Students will learn about call delivery technologies like ACD and IVR, as well as performance management tools like workforce management and quality monitoring.

Dates: April 5

Telecommuting that Works: Strategies for Utilizing Remote Agents (Web Seminar):

This 90-minute seminar outlines best practices for making the most of work-at-home-agents. Create a business case for implementing remote agents and hear about essential operational elements to ensure the success of an at-home program.

Dates: April 12

A Winning Vision: Essentials of Strategic Planning for Call Center Leaders (Web Seminar):

This 90-minute web seminar focuses on the elements and structure of a call center strategic plan. Students will learn to develop long-term strategies for the call center that support overall business goals and then develop a short-term tactical plan to make it happen.

Dates: April 12

Dollars and Sense: Basics of Finance for Today's Call Center Professionals (Web Seminar):

This 90-minute web seminar provides an overview of financial concepts like budgeting components, reading financial statements, developing capital requests, and evaluating cost-justification of purchases by calculating payback period and return on investment. This class will help call center professionals communicate with financial experts.

Dates: April 19

Making the Case: Business Case Development and Project Management (Web Seminar):

This 90-minute web seminar provides an overview of process for developing a sound business case that will help you evaluate pros and cons of a project, perform a solid financial analysis, and reach a sound business decision about call center purchases and projects.

Dates: April 19

Business Process Improvement: Six Sigma and Beyond (Web Seminar):

This 90-minute web seminar outlines the components of business process improvement, using today's popular Six Sigma approach as an example. Students will learn how to define projects, assess and measure current situation, identify solutions, and implement improvement plans.

Dates: April 26

Analytics and Reporting: Developing a Contact Center Reporting Plan (Web Seminar):

This 90-minute web seminar provides best practices on what analytics should be performed in the call center and how results should be reported to call center stakeholders. Students will learn about sources of data, analysis techniques, and options for reporting call center results.

Dates: April 26

Building a Sales Operation: Ten Essential Elements (Web Seminar):

This 90-minute seminar outlines the ten critical elements that must be in place to maximize telephone sales success. Hear about hiring strategies, training, performance measures, and incentive plans that support the call center’s selling strategy.

Dates: March 29, August 2, November 8

Operations/Business Management - 11 Seminar Full Track (web seminars):

Classroom Training - Operations and Business Management:

The Call Center School's popular training program in Call Center Operations and Business Management is available for delivery at your call center site. Select from our standard training modules, or let our faculty customize a program based on your call center's unique environment and challenges.
Price: Call for Quote

Operations/Business Mgmt - Train the Trainer (licensing):

License any of the topics in The Call Center School's 8-course Operations/Business Management curriculum. Topics include: Winning Vision, Dollars and Sense, Making the Case, Business Process Improvement, Analytics/Reporting, Intro to WFM, Key Performance Indicators, and Intro to Call Center Technologies.

Call Center Staffing Book:

Call Center Staffing: The Complete Practical Guide to Workforce Management by Penny Reynolds is a 200-page book that takes the reader through the step-by-step process of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing by the numbers in a call center.

Business School Essentials Book:

Business School Essentials for Call Center Leaders by Maggie Klenke is a 248-page book designed to provide managers and leaders with the needed knowledge and skills to be successful in today's evolving call center environment. It applies business school basics to the world of call center operations.

The Power of One - Frontline Fundamentals Book:

The Power of One is an easy-to-read book that shows each call center employee the significant impact each can make on customer perceptions and call center operations.

Power Phrasing - Frontline Fundamentals Book:

Power Phrasing: Winning Words for Effective Telephone Communications is a 35-page Frontline Fundamentals book. It is designed as an easy-to-read guide to help call center staff make the best possible word choices for customer conversations.

Call Center Staffing Book:

Call Center Supervision Book:

Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff by Penny Reynolds is a 228-page book designed for anyone that manages people in a call center. The book includes 100 topics designed to improve supervisory skills and performance of call center staff.

Business School Essentials Book:

Making the Match: Recruiting, and Hiring Call Center Staff (Web Seminar):

Finders Keepers: Proven Strategies for Staff Retention (Web Seminar):

This 90-minute web seminar outlines strategies to improve morale and retention of call center staff. Students will learn to calculate turnover rates and costs, and will identify fifteen strategies for devising a plan to reduce staff turnover in the call center.

Dates: February 23, June 21, October 25 - 2012

Setting the Standards: Defining Performance Goals and Objectives (Web Seminar):

This 90-minute web seminar outlines the first step of performance management, which is defining and communicating performance standards. Students will learn about the overall performance management process, as well as the specific steps in defining measurable performance standards in the call center.

Date: January 12, May 10, September 13

Don't Know, Can't, Won't Model: Diagnosing and Treating Performance Problems (Web Seminar):

This 90-minute seminar outlines the step-by-step process of diagnosing and categorizing the reasons for performance problems in the call center. Students will learn about the Don't Know, Can't and Won't categories for diagnosing problems and identifying the proper supervisory strategies to fix them.

Dates: January 19, May 17, September 20

Performance Coaching: Techniques for Shaping Employee Performance (Web Seminar):

This 90-minute web seminar outlines best practices for coaching call center employees for improved performance. Students will learn about the benefits of coaching, how to set up a coaching session and communicate effectively, and how to deliver consequences that shape performance effectively.

Dates: January 26, May 24, September 27

Motivation Marvels: 100 Ways to Improve Motivation and Morale (Web Seminar):

This 90-minute web seminar provides strategies and techniques to help the call center management and supervisory team motivate frontline call center staff. Students will learn about basic motivational principles, recognition and reward strategies, and many proven techniques for motivating call center staff.

Dates: February 9, June 7, October 11

Teamwork Template: Techiques for Building and Managing Teams (Web Seminar):

This 90-minute web seminar provides strategies for creating successful call center teams. Students will learn to define team structures and processes, organize successful team meetings, improve team communications, and deal with common team challenges in the call center workplace.

Dates: February 16, June 14, October 18

Key Performance Indicators: Managing by the Numbers (Web Seminar):

Introduction to Call Center Technologies: Understanding Call Center Technologies (Web Seminar):

Power of One: The Difference One Agent Makes (Web Seminar):

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: January 12, May 10, September 6

Vocal Makeover: Proven Techniques for a Winning Voice (Web Seminar):

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: January 26, May 24, September 20

First Class Phone Manners: The Musts of Telephone Best Practices (Web Seminar):

This 90-minute web seminar provides best practices for all phases of a customer call, including opening, closing, and hold/transfer techniques. Learn what to say and not to say to ensure proper etiquette and a positive outcome on each call.

Dates: February 2, May 31, September 27

Power Phrasing: Winning Word Choices for Effective Communications (Web Seminar):

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: February 9, June 7, October 4

Tyrant Turnaround: Going From Difficult to Delighted Callers (Web Seminar):

This 90-minute web seminar provides proven strategies for handling a wide variety of difficult and challenging calls. Students will learn techniques to address talkative callers, confused customers, complainers, and angry/abusive callers that result in a positive outcome.

Dates: Februrary 17, June 14, October 11

Email Essentials: A Frontline Guide for Writing Effective Emails (Web Seminar):

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

From Service to Sales: Increasing Profits With Customer-Focused Selling (Web Seminar):

This 90-minute web seminar outlines a customer-focused sales approach for call centers that are transitioning from service to selling. Students will learn to overcome fear and reluctance to selling in order to maximize revenues and customer satisfaction on every call.

Dates: July 14, October 20

Making the Match: Recruiting and Hiring Call Center Staff (e-learning):

This 3-module e-learning program outlines best practices associated with recruiting, screening, and hiring call center staff. Students will learn to do a job task analysis, define selection criteria, advertise openings, and screen/test/interview candidates effectively to ensure the best match for the job.

Finders Keepers: Proven Strategies for Staff Retention (eLearning):

This 3-module e-learning course outlines strategies to improve morale and retention of call center staff. Students will learn to calculate turnover rates and costs, and will identify fifteen strategies for devising a plan to reduce staff turnover in the call center.

Setting the Standards: Defining Performance Goals and Objectives (eLearning):

This 3-module e-learning program outlines the first step of performance management, which is defining and communicating performance standards. Students will learn about the overall performance management process, as well as the specific steps in defining measurable performance standards in the call center.

Don't Know, Can't, or Won't Model: Diagnosing and Treating Performance Problems (eLearning):

This 3-module e-learning program outlines the step-by-step process of diagnosing and categorizing the reasons for performance problems in the call center. Students will learn about the Don't Know, Can't and Won't categories for diagnosing problems and identifying the proper supervisory strategies to fix them.

Performance Coaching: Techniques for Shaping Employee Performance (eLearning):

This 3-module e-learning program outlines best practices for coaching call center employees for improved performance. Students will learn about the benefits of coaching, how to set up a coaching session and communicate effectively, and how to deliver consequences that shape performance effectively.

Motivation Marvels: 100 Ways to Improve Motivation and Morale (eLearning):

This 3-module e-learning program provides strategies and techniques to help the call center management and supervisory team motivate frontline call center staff. Students will learn about basic motivational principles, recognition and reward strategies, and many proven techniques for motivating call center staff.

Teamwork Template: Techiques for Building and Managing Teams (eLearning):

This 3-module e-learning program provides strategies for creating successful call center teams. Students will learn to define team structures and processes, organize successful team meetings, improve team communications, and deal with common team challenges in the call center workplace.

Introduction to WFM: Understanding Call Center Staffing and Scheduling (eLearning):

This 3-module e-learning program provides an overview of workforce management for call center supervisors and managers. Students will learn about the challenges of workforce planning, the detailed steps of forecasting and scheduling, and the important concept of the Power of One in call center staffing.

Key Performance Indicators: Managing by the Numbers (e-learning):

This 3-module e-learning program outlines strategies for defining a performance measurement system, including how to identify the top twenty performance measures for your call center. Students will also learn how to translate top metrics into effective call center management reports.

Introduction to Call Center Technologies: Understanding Call Center Technologies (e-learning):

This 3-module e-learning program provides an overview of today's call center technologies. Students will learn about call delivery technologies like ACD and IVR, as well as performance management tools like workforce management and quality monitoring.

First Class Phone Manners (eLearning):

This self-paced e-learning program provides best practices for all phases of a customer call, including opening, closing, and hold/transfer techniques. Learn what to say and not to say to ensure proper etiquette and a positive outcome on each call.

Power Phrasing: Winning Words for Effective Communications (eLearning):

This self-paced e-learning program 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.

Tyrant Turnaround: Going From Difficult to Delighted Callers (eLearning):

This self-paced e-learning provides proven strategies for handling a wide variety of difficult and challenging calls. Students will learn techniques to address talkative callers, confused customers, complainers, and angry/abusive callers that result in a positive outcome.

A Winning Vision: Essentials of Strategic Planning for Call Center Leaders (Web Seminar):

Dollars and Sense: Basics of Finance for Today's Call Center Professionals (Web Seminar):

Making the Case: Business Case Development and Project Management (Web Seminar):

Business Process Improvement: Six Sigma and Beyond (Web Seminar):

Analytics and Reporting: Developing a Contact Center Reporting Plan (Web Seminar):

Building a Quality Form – Part I (Web Seminar):

This 90-minute web seminar provides best practices for creating a call center quality monitoring form. Students will learn to design a form that aligns call center performance with corporate goals and create quality standards that are measurable and objective.

Dates: January 13, July 26, September 14

Building a Quality Form – Part II (web seminar):

This web seminar is the second part of a program that focuses on developing effective quality forms. In this 90-minute session, students will identify scoring options and schemes that reward the most desirable behaviors on a customer call.

Dates: January 20, August 2, September 21

Calibration Corner: Best Practices in Calibration and Scoring (Web Seminar):

This 90-minute web seminar outlines best practices for call calibration activities in the call center quality monitoring process. Students will learn how to set up calibration meetings, review calls and define objective criteria, and calculate standard deviation to assess the success of the calibration and standardization process.

Dates: February 3, August 16, October 5

Basics of Call Coaching: Techniques for Shaping Call Techniques (Web Seminar):

This 90-minute web seminar outlines best practices for making the most of call coaching opportunities. Students will learn how to deliver feedback that impacts call performance, as well as learn techniques to celebrate, clarify, or correct call behaviors.

Dates: February 10, August 23, October 12

Making the Most of Quality Monitoring: Creating a Comprehensive QA Program (Web Seminar):

This 90-minute web seminar provides quality monitoring program essentials to help call centers align business practices to make the most of your monitoring efforts. Students will learn to avoid the most common mistakes made when implementing a monitoring program, and learn how to make QM a successful coaching tool.

Dates: February 17, August 30, October 19

Satisfaction Guaranteed: Performing Call Center Satisfaction Audit (web seminar):

This 90-minute web seminar outlines best practices for surveying call center customers. Students will learn how to plan a survey project, write survey questions and scales, administer a survey, analyze results, and create meaningful reports.

Dates: February 24, August 17, October 26

Voice of the Customer: Developing a Systematic Listening/Feedback (web seminar):

This 90-minute web seminar provides guidance for gathering Voice of the Customer information from call center conversations to share with the rest of the organization. Students will learn methodologies for better listening and ways to provide feedback in positive ways.

Dates: March 2, August 24, November 2

Introduction to Workforce Management: An Overview of the Workforce Management Process (Web Seminar):

This 90-minute web seminar describes the challenges of WFM, outlines the steps in the WFM process, and reviews various WFM roles and responsibilities in the call center. This course provides an excellent overview of workforce management for anyone in the call center and serves as an introduction to the other modules in the WFM Seminar track.

Dates: January 6, May 4, September 7

Data Collection and Analysis: Getting Off to the Right Start (web seminar):

This 90-minute seminar identifies the sources of WFM planning data, outlines the process of data validation and adjustment, and describes how to incorporate business drivers into the planning process. This course describes the data collection considerations crucial to the overall workforce management and planning process.

Date: January 13, May 11, September 14

Forecasting Fundamentals: Proven Practices for Predicting Call Workload (web seminar):

This 90-minute web seminar outlines the most common forecasting approaches used by call centers, and outlines the forecasting steps for developing a monthly, daily, and half-hourly forecast. Students will learn how to apply time-series analysis to create a future forecast using historical data.

Dates: January 20, May 18, September 21

Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs (web seminar):

This 90-minute web seminar describes the process for defining service goals in the call center, calculating call center staff requirements, and analyzing staffing/cost/service tradeoffs. Students will learn to calculate the optimal number of call center staff to maximize service while minimizing cost to make the most of call center resources.

Dates: January 27, May 25, September 28

Scheduling Principles and Problems: Solutions to Scheduling Challenges (web seminar):

This 90 minutes web seminar provides a comprehensive look at scheduling calculations and challenges, outlines all the necessary definitions and decisions associated with call center scheduling, and discusses scheduling best practices in today's call center. Students will learn effective scheduling techniques to match up the call center workforce to the incoming call workload.

Dates: February 3, June 1, October 5

Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service (web seminar):

This 90-minute web seminar outlines the process of tracking service on an intra-day basis in the call center, defines a wide range of staffing and technology reaction strategies, and outlines practical strategies for managing the schedule exception process. Students will learn the essentials of managing staffing levels to maximize service while minimizing cost and staffing disruptions.

Dates: February 10, June 8, October 12

Performing a Workforce Management Audit (web seminar):

This 90-minute web seminar provides a blueprint for assessing the success of the WFM operation in your call center. Students will learn to evaluate forecast accuracy, do better what-if analysis, and expand schedule options to make the most of call center resources.

Dates: June 18, October 22

Advanced Forecasting Techniques: Fine-Tuning Workload Predictions (web seminar):

This 90-minute web seminar supports workforce planners in developing advanced call forecasting skills. Students will learn how to measure forecast accuracy, outline different forecasting techniques and approaches that can fine-tune call center workload predictions, and apply techniques such as using correlation coefficients in the forecasting process.

Dates: Februrary 24, June 22, October 26

Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs (web seminar):

This 90-minute web seminar provides best practices for designing a skill-based routing system in both a traditional and multi-channel contact center environment. Students will apply and practice SBR design concepts through case study applications.

Dates: March 16, July 13, November 9

Skill-Based Routing WFM Challenges (web seminar):

This 90-minute web seminar provides an overview of general skill-based routing (SBR) design principles and provides best practices for incorporating SBR into the forecasting and skill-based scheduling process.

Dates: March 23, July 20, November 16

Attendance and Adherence (web seminar):

This 90-minute web seminar is designed to help call centers manage attendance and schedule adherence. Students will learn how to define and quantify schedule adherence, communicate the power of one to all call center staff, and how to shape desired attendance and adherence behaviors through proper education and reinforcement.

Dates: February 17, June 15, October 19

Introduction to Workforce Management: An Overview of the Workforce Management Process (eLearning):

This 3-module e-learning course describes the challenges of WFM, outlines the steps in the WFM process, and reviews various WFM roles and responsibilities in the call center. This course provides an excellent overview of workforce management for anyone in the call center and serves as an introduction to the other modules in the WFM Seminar track.

Data Collection and Analysis: Getting Off to the Right Start (eLearning):

This 3-module e-learning course identifies the sources of WFM planning data, outlines the process of data validation and adjustment, and describes how to incorporate business drivers into the planning process. This course describes the data collection considerations crucial to the overall workforce management and planning process.

Forecasting Fundamentals: Prove Practices for Predicting Call Workload (eLearning):

This 3-module e-learning course outlines the most common forecasting approaches used by call centers, and outlines the forecasting steps for developing a monthly, daily, and half-hourly forecast. Students will learn how to apply time-series analysis to create a future forecast using historical data.

Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs (eLearning):

This 3-module e-learning course describes the process for defining service goals in the call center, calculating call center staff requirements, and analyzing staffing/cost/service tradeoffs. Students will learn to calculate the optimal number of call center staff to maximize service while minimizing cost to make the most of call center resources.

Scheduling Principles and Problems: Solutions to Scheduling Challenges (eLearning):

This 3-module e-learning course provides a comprehensive look at scheduling calculations and challenges, outlines all the necessary definitions and decisions associated with call center scheduling, and discusses scheduling best practices in today's call center. Students will learn effective scheduling techniques to match up the call center workforce to the incoming call workload.

Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service (elearning):

This 3-module e-learning program outlines the process of tracking service on an intra-day basis in the call center, defines a wide range of staffing and technology reaction strategies, and outlines practical strategies for managing the schedule exception process. Students will learn the essentials of managing staffing levels to maximize service while minimizing cost and staffing disruptions.

Attendance and Adherence: Keeping Bodies in Seats (eLearning):

This 3-module e-learning course is designed to help call centers manage attendance and schedule adherence. Students will learn how to define and quantify schedule adherence, communicate the power of one to all call center staff, and how to shape desired attendance and adherence behaviors through proper education and reinforcement.

Implementing Workforce Management Tools (eLearning):

This 3-module e-learning program provides guidance for call centers in the process of reviewing or acquiring call center workforce management software. Students will learn to identify and define the need for workforce management tools, describe the basic and advanced capabilities of these tools, and calculate a cost justification and payback for the purchase of WFM tools.

Advanced Forecasting Techniques: Fine-Tuning Workload Predictions (eLearning):

This 3-module e-learning program supports workforce planners in developing advanced call forecasting skills. Students will learn how to measure forecast accuracy, outline different forecasting techniques and approaches that can fine-tune call center workload predictions, and apply techniques such as using correlation coefficients in the forecasting process.

Advanced Scheduling Techniques (eLearning):

This 3-module e-learning program helps call centers fine-tune staff schedules to maximize service and minimize cost. Seminar topics include skill-based scheduling, options for assigning call center schedules, and techniques for making the most of staff schedules with staffing budget constraints.

Skill-Based Routing Complexities (eLearning):

This 3-module e-learning program addresses the complex issues facing call centers who utilize skill-based routing and scheduling. Students will learn about the benefits and challenges of skill-based routing, the design process to maximize its capabilities, and how to incorporate routing priorities into the skill-based routing design.

Building a Quality Form – Part I (eLearning):

This 3-module e-learning program outlines the steps for developing a comprehensive quality monitoring evaluation form. Students will learn about the overall process for identifying call performance standards that are objective, measurable and coachable.

Building a Quality Form – Part II (eLearning):

This 3-module e-learning program outlines the steps for developing a section weighting and attribute scoring scheme that prioritizes call behaviors and assigns values according to their alignment with key business drivers.

Calibration Corner: Best Practices in Calibration and Scoring (eLearning):

This 3-module e-learning program outlines best practices for call calibration. Students will learn about the benefits of calibration, how to measure calibration effectiveness, who should participate and how to run a productive calibration session.

Basics of Call Coaching: Techniques for Shaping Call Techniques (eLearning):

This 3-module e-learning program focuses on the best practices of call coaching. Students will learn about the benefits of regularly scheduled coaching session, how to effectively communicate to ensure frontline staff understanding and buy-in, and techniques for reinforcing desirable behaviors so they will be repeated in future customer interactions.

Making the Most of Quality Monitoring: Creating a Comprehensive QA Program (elearning):

This 3-module e-learning provides quality monitoring program best practices, including common mistakes made by many call centers that you'll want to be sure and avoid. Learn how to leverage quality monitoring to drive performance improvement beyond the call center.

Satisfaction Guaranteed: Performing Call Center Customer Surveys (eLearning):

This 3-part e-learning program outlines best practices for surveying call center customers. Students will learn how to plan a survey project, write survey questions and scales, administer a survey, analyze results, and create meaningful reports.

Voice of the Customer: Developing Systematic Listening/Feedback (e-learning):

This 3-part e-learning program provides guidance for gathering Voice of the Customer information from call center conversations to share with the rest of the organization. Students will learn methodologies for better listening and ways to provide feedback in positive ways.

A Winning Vision: Strategic Planning for Call Centers (e-learning):

This 3-part e-learning program focuses on the elements and structure of a call center strategic plan. Students will learn to develop long-term strategies for the call center that support overall business goals and then develop a short-term tactical plan to make it happen.

Dollars and Sense: Basics for Today's Call Center Professionals (e-learning):

This 3-part e-learning program provides an overview of financial concepts like budgeting components, reading financial statements, developing capital requests, and evaluating cost-justification of purchases by calculating payback period and return on investment. This class will help call center professionals communicate with financial experts.

Making the Case: Business Case Development and Project Management (e-learning):

This 3-part e-learning program provides an overview of process for developing a sound business case that will help you evaluate pros and cons of a project, perform a solid financial analysis, and reach a sound business decision about call center purchases and projects.

Business Process Improvement: Six Sigma and Beyond (e-learning):

This 3-part e-learning program outlines the components of business process improvement, using today's popular Six Sigma approach as an example. Students will learn how to define projects, assess and measure current situation, identify solutions, and implement improvement plans.

Analytics and Reporting: Developing a Contact Center Reporting Plan (e-learning):

This 3-part e-learning program provides best practices on what analytics should be performed in the call center and how results should be reported to call center stakeholders. Students will learn about sources of data, analysis techniques, and options for reporting call center results.

Call Center Operations Check-Up (audit):

The Call Center Check-Up is a consulting project in which The Call Center School's call center consultants perform an overall evaluation of all the operational functions in your call center. The project involves an on-site visit, detailed data analysis, and a comprehensive report of findings. Pricing depends on project scope -- call for quote.

Quality Assurance Check-Up (audit):

The Quality Assurance Check-Up is a consulting project in which The Call Center School's quality assurance specialists perform an overall evaluation of the quality and coaching function in your call center. The project involves an on-site visit, detailed data analysis, and a comprehensive report of findings. Pricing depends on project scope -- call for quote.

Workforce Management Check-Up (audit):

The Workforce Management Check-Up is a consulting project in which The Call Center School's workforce planning specialists perform an overall evaluation of the workforce management function in your call center. The project involves an on-site visit, detailed data analysis, and a comprehensive report of findings. Pricing depends on project scope -- call for quote.

Frontline Fundamentals - 9 Seminar Full Track (web seminars):

This 9-seminar package includes all the topics in the Frontline Fundamentals program. Topics include the full array of customer service, phone skills, vocal training, email essentials, and sales skills.

Frontline Fundamentals - 6 Seminar Core Curriculum (web seminars):

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.

Frontline Fundamentals - 3-Part Phone Skills Package (web seminars):

This 3-course web seminar package provides the fundamentals of telephone and customer service skills. The 3-part program includes: First Class Phone Manners, Power Phrasing, and Tyrant Turnaround in three consecutive weeks.

Frontline Fundamentals - 3-Part Phone Skills Package (e-Learning):

This 3-course self-paced e-learning program provides the fundamentals of telephone and customer service skills. The 3-part program includes: First Class Phone Manners, Power Phrasing, and Tyrant Turnaround.

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Call Center Supervision - 10 Seminar Full Track (web seminars):

This 10-seminar package includes all the topics in The Call Center School's Call Center Supervision curriculum. Topics include the full array of call center operations and people management topics.

Call Center Supervision - 3-Part Coaching Program (web seminars):

This 3-part web seminar package includes three topics from The Call Center School's Call Center Supervision curriculum. This 3-part Coaching Program includes Setting the Standards, Don't Know/Can't/Won't Model, and Performance Coaching.

Call Center Supervision - 10 Seminar Full Track (eLearning):

This 10-course e-learning package includes all the topics in the The Call Center School's Call Center Supervision curriculum. Topics include the full array of call center operations and people management topics.

Call Center Supervision - 3-Part Coaching Program (eLearning):

This 3-part e-learning program includes three topics from The Call Center School's Call Center Supervision curriculum. This 3-part Coaching Program includes Setting the Standards, Don't Know/Can't/Won't Model, and Performance Coaching.

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Workforce Management - 12 Seminar Full Track (web seminars):

This 12-seminar package includes all the topics in the The Call Center School's Workforce Management curriculum. Topics include the full array of topics related to call forecasting, staff scheduling, and daily service management.

Workforce Management - 10 Seminar Full Track (eLearning):

This 10-program e-learning program includes all the topics in the The Call Center School's Workforce Management curriculum. Topics include the full array of topics related to call forecasting, staff scheduling, and daily service management.

Workforce Management - 5-Course Core Program (web seminars):

This 5-course program provides the Core Curriculum of The Call Center School's Workforce Management training program. Topics include Data Collection/Analysis, Forecasting Fundamentals, Call Center Staffing, Scheduling Principles, and Managing Daily Service.

Workforce Management - 5-Course Core Program (eLearning):

This 5-course e-learning program provides the Core Curriculum of The Call Center School's Workforce Management training program. Topics include Data Collection/Analysis, Forecasting Fundamentals, Call Center Staffing, Scheduling Principles, and Managing Daily Service.

Workforce Management - 2-Course Skill-Based Routing (web seminars):

This 2-course program provides essential knowledge and skills for making the most of Skill-Based Routing in the call center. These two courses include: Skill-Based Routing Design and Skill-Based Workforce Management Challenges

Communications for Workforce Management Professionals (web seminar):

This 90-minute web seminar provides an overview of techniques for improving communications skills with Agents, Supervisors, and Management about the Workforce Management process and its' value to the organization.

Dates: March 30, July 27, November 30

Workforce Management - PLACEHOLDER 2:

Workforce Management - PLACEHOLDER3:

Workforce Management - PLACEHOLDER4:

Quality Assurance - 9-Course Full Curriculum (web seminars):

This 9-seminar package includes all the topics in the The Call Center School's Quality Assurance curriculum. Topics include: Building a Quality Form Part I and Part II, Defining Call Standards, Calibration Corner, Basics of Call Coaching, Making the Most of Quality Monitoring, Satisfaction Guaranteed, Voice of the Customer, and Email Quality Monitoring.

Quality Assurance - 6-Course Core Curriculum (web seminars):

This 6-seminar package includes all five core topics in the The Call Center School's Quality Assurance curriculum. Topics include: Building a Quality Form I/II Defining Call Standards, Calibration Corner, Basics of Call Coaching, and Making the Most of Quality Monitoring.

Quality Assurance - 6-Course Core Curriculum (eLearning):

This 6-course, 18-module e-learning program includes all six core topics in the The Call Center School's Quality Assurance curriculum. Topics include: Building a Quality Form I/II, Defining Call Standards, Calibration Corner, Basics of Call Coaching, and Making the Most of QM Tools.

Quality Assurance - 9-Course Full Curriculum (eLearning):

This 9-course, 27 module e-learning program includes all nine topics in The Call Center School's Quality Assurance curriculum. Topics include: Building a Quality Form I/II, Defining Call Standards, Calibration Corner, Basics of Call Coaching, Making the Most of QM Tools, Satisfaction Guaranteed, Voice of the Customer, and Email Quality Monitoring.

Quality Assurance - PLACEHOLDER 1:

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Quality Assurance - PLACEHOLDER 2:

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Operations/Business Mgmt - 3-Course Operations (web seminars):

This 3-seminar package includes the topics in the The Call Center School's Operations curriculum. Topics include: Introduction to WFM, Key Performance Indicators (KPIs), and Call Center Technologies.

Operations/Business Mgmt - 5 Course Core Curriculum (web seminars):

This 5-seminar package includes all the topics in the The Call Center School's Business Management curriculum. Topics include: Winning Vision, Dollars and Sense, Making the Case, Business Process Improvement, Analytics and Reporting.

Operations/Business Mgmt - Full 8-Course Curriculum (web seminars):

This 8-course web seminar program includes all topics in the Operations/Business Management curriculum. Topics include: Winning Vision, Dollars and Sense, Making the Case, Business Process Improvement, Analytics/Reporting, Intro to WFM, Key Performance Indicators, and Intro to Call Center Technologies.

Operations/Business Mgmt - PLACEHOLDER 1:

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Operations/Business Mgmt - PLACEHOLDER 2:

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Mastery Certification - Frontline Fundamentals (online exam):

Upon completion of the Frontline Fundamentals core training curriculum, take the online mastery exam to earn Mastery Certification in Frontline Fundamentals from The Call Center School.

Mastery Certification - Call Center Supervision (online exam):

Upon completion of the Call Center Supervision core training curriculum, take the online mastery exam to earn Mastery Certification in Call Center Supervision from The Call Center School.

Mastery Certification - Workforce Management (online exam):

Upon completion of the Workforce Management core training curriculum, take the online mastery exam to earn Mastery Certification in Call Center Workforce Management from The Call Center School.

Mastery Certification - Quality Assurance (online exam):

Upon completion of the Quality Assurance core training curriculum, take the online mastery exam to earn Mastery Certification in Call Center Quality Assurance from The Call Center School.

Mastery Certification - Operations/Bus Mgmt (online exam):

Upon completion of the Operations and Business Management core training curriculum, take the online mastery exam to earn Mastery Certification in Call Center Operations from The Call Center School.

Mastery Certification - PLACEHOLDER 1:

Upon completion of t...

Mastery Certification - PLACEHOLDER 2:

Upon completion of t...

Classroom Training - Frontline Fundamentals:

The Call Center School's popular training program in Frontline Fundamentals is available for delivery at your call center site. Select from our standard training modules, or let our faculty customize a program based on your call center's unique training needs and telephone scenarios.
Price: Call for Quote

Classroom Training - Call Center Supervision:

The Call Center School's popular training program in Call Center Supervision is available for delivery at your call center site. Select from our standard training modules, or let our faculty customize a program based on your call center's unique supervisory needs and challenges.
Price: Call for Quote

Classroom Training - Workforce Management:

The Call Center School's popular training program in Workforce Management is available for delivery at your call center site. Select from our standard training modules, or let our faculty customize a program based on your call center's unique workforce planning and management environment and challenges.
Price: Call for Quote

Classroom Training - Quality Assurance:

The Call Center School's popular training program in Quality Assurance is available for delivery at your call center site. Select from our standard training modules, or let our faculty customize a program based on your call center's unique quality monitoring environment and challenges.
Price: Call for Quote

Classroom Training - Customer Surveying:

The Call Center School offers a 6-part Customer Surveying program via pubic web seminars. Call for more information on private classroom or web seminar options.
Price: Call for Quote

Classroom Training - Operations and Business Management:

Classroom Training - PLACEHOLDER:

The Call Center School's popular training program in

Price: Call for Quote

Frontline Fundamentals - Train the Trainer (licensing):

Any of the content from The Call Center School's Frontline Fundamentals program may be licensed for ongoing delivery by a call center's in-house training team. Choose any of the 7 topics from the Frontline Fundamentals classes as a train-the-trainer program.

Call Center Supervision - Train the Trainer (licensing):

License any of the 10 topics in the Call Center Supervision program for ongoing delivery by your own internal trainers. Topics available for train-the-trainer include the full array of call center operations and people management topics.

Workforce Management - Train the Trainer (licensing):

License any of the programs in The Call Center School's 11-seminar Workforce Management curriculum. Topics include the full array of topics related to call forecasting, staff scheduling, and daily service management.

Quality Assurance - Train the Trainer (licensing):

License the 7 programs in The Call Center School's Quality Assurance program for ongoing use by your own internal training team.

Operations/Business Mgmt - Train the Trainer (licensing):

Optimizing Workforce Management (3-Day Public Classroom Seminar):

This 3-day seminar is a comprehensive how-to classroom program that provides all the necessary knowledge and skills in workforce planning and management, including detailed workbooks, expert instruction, and a number of workforce management software tools.
Price: $2,495.00

Survey Overview & Project Management (Web Seminar):

This 90-minute web seminar outlines the fundamentals of customer surveying. Learn the purpose of a survey project, types of surveys and when to use each one, how to write a statement of purpose and research objectives, and ensure project success.

2012 Dates Coming Soon!

The Questionnaire Design Process (Web Seminar):

This 90-minute web seminar outlines the critical components of an effective survey instrument, including preparation steps, types of survey questions, and how to use focus groups to identify best questions.

2012 Dates Coming Soon!

Questionnaire Design Elements (Web Seminar):

This 90-minute web seminar outlines various design elements to be considered in questionnaire design, including survey attributes and design issues such as sequencing and branching.

2012 Dates Coming Soon!

Questionnaire Design Principles (Web Seminar):

This 90-minute web seminar outlines the process in questionnaire design that ensures validity in the survey instrument and eliminates survey bias.

2012 Dates Coming Soon!

Survey Question Formats (Web Seminar):

This 90-minute web seminar outlines the process for writing survey questions that elicit responses in an effective way, including how to use various types of questions and scales.

2012 Dates Coming Soon!

Key Elements of Survey Administration (Web Seminar):

This 90-minute web seminar outlines the various ways to administer customer surveys and the advantages and disadvantages of each, including ways to minimize administration bias.

2012 Dates Coming Soon!

Survey Data Analysis (Web Seminar):

This 90-minute web seminar outlines the steps of proper data analysis to make the most of survey results, including a review of statistical approaches to analyze trends.

2012 Dates Coming Soon!

Advanced Survey Data Analysis (Web Seminar):

This 90-minute web seminar outlines the steps of proper data analysis one step further by determining meaningful trends and constructing a survey report.

2012 Dates Coming Soon!

Customer Surveying: 8-Course Program in Survey Design, Administration, and Analysis (Web Seminars):

This 8-course Customer Surveying seminar program taught by industry expert Fred Van Bennekom covers all phases of survey design, administration, and analysis.

July 12, 13, 19, 20, 26, 27, August 2 & 3, 2011

Introduction to WFM: Understanding Call Center Staffing and Scheduling (Web Seminar):

Defining Call Standards:What a Call Should Sound Like (Web Seminar):

This 90-minute seminar outlines the key elements for defining call standards for some of the call components most difficult to measure and score. Hear about how to define standards for vocal qualities, emotional elements, call control and more.

Dates: January 27, August 9, September 28

Email Quality Monitoring: Writing the Right Way (Web Seminar):

This 90-minute seminar outlines the essential elements of monitoring your center's written communications to ensure quality. Define email monitoring policies and identify the most common writing mistakes and how to prevent them.

Dates: March 16, August 31, November 9

WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios (Web Seminar):

This 90-minute web seminar outlines some of today's most challenging WFM problems. Learn how to analyze back-office, web, and email design problems to make the most of call center personnel resources.

Dates: March 2, June 29, November 2

Operations/Business Management - 11 Seminar Full Track (web seminars):

Telecommuting that Works: Strategies for Utilizing Remote Agents (Web Seminar):

Building a Sales Operation: Ten Essential Elements (Web Seminar):

World of Call Centers: An Operational Overview (Web Seminar):

This 90-minute web seminar provides an introduction to the world of call centers. Learn about the most important aspects of the main operational functions, including call center staffing, performance measures, and the main expectations for frontline staff.

Date: January 19, May 17, September 13

Selling Through Service: Increasing Revenues with Customer-Focused Selling (Web Seminar):

This 90-minute web seminar helps frontline staff get prepared for their role in customer-focused selling. Learn to overcome selling fears and get in the right mindset to maximize selling success.

Dates: March 1, July 12, October 25

Anatomy of a Sales Call: Four Steps to Successful Selling (Web Seminar):

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

Call Center Supervision: Essential Skills and Competencies (Web Seminar):

This 90-minute web seminar outlines the top ten competencies required for call center leaders and supervisors today. Learn what skills and knowledge are needed and how to plan a professional development route that ensures supervisory success.

Dates: January 5, May 3, September 6

Call Center Time Management: Budgeting a Supervisory Day (Web Seminar):

This 90-minute seminar outlines some basic time management principles and applies them to the challenges of supervising in a call center environment. Hear ways to accomplish the most important call center supervision tasks while minimizing the time-wasters.

Dates: March 1, June 28, November 1

Sales Coaching for Supervisors: Techniques for Maximizing Sales (Web Seminar):

This 90-minute seminar outlines the essential steps and techniques for coaching in a telephone sales center. Learn how to coach to refine call behaviors that make the most of sales opportunities on every call.

Dates: March 22, July 26, November 15

Call Center Supervision - 12 Seminar Full Track plus Electives (web seminars):

This 12-seminar package includes all the topics in The Call Center School's Call Center Supervision curriculum plus the electives. Topics include the full array of call center operations and people management topics.

Workforce Management - 12 Seminar Full Track (e-learning):

This self-paced course includes all the topics in the The Call Center School's Workforce Management curriculum. Included is the full array of topics related to call forecasting, staff scheduling, and daily service management.

4-Part Telephone Sales Curriculum:

Selling isn't just for sales reps anymore. Learn the basics of how to make the most of sales opportunities, what to say at each stage of the sale, how to coach and fine-tune sales behaviors along with creating a sales culture that contains all the the components for high-performance.

2-Part Telephone Sales Curriculum (Web Seminars):

Get everyone on board with a customer service selling focused selling mindset and techniques for sales success. Learn the basics of how to make the most of sales opportunities, what to say at each stage of the sale to best support the customer and make the sale.

Operations/Business Management - 11 Course Full Track (e-learning):

Call Center Supervision - 12 Seminar Full Track plus Electives (e-learning):

This 12-part program includes all the topics in The Call Center School's Call Center Supervision curriculum plus the electives. Topics include the full array of call center operations and people management topics.

Call Center Supervision: Essential Skills and Competencies (elearning):

This 3-part e-learning program outlines the top ten competencies required for call center leaders and supervisors today. Learn what skills and knowledge are needed and how to plan a professional development route that ensures supervisory success.

Call Center Time Management: Budgeting a Supervisory Day (elearning):

This 3-part e-learning program outlines some basic time management principles and applies them to the challenges of supervising in a call center environment. Hear ways to accomplish the most important call center supervision tasks while minimizing the time-wasters.

Sales Coaching for Supervisors: Techniques for Maximizing Sales (elearning):

This 3-part e-learning program outlines the essential steps and techniques for coaching in a telephone sales center. Learn how to coach to refine call behaviors that make the most of sales opportunities on every call.

Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs (elearning):

This 3-part e-learning program provides best practices for designing a skill-based routing system in both a traditional and multi-channel contact center environment. Students will apply and practice SBR design concepts through case study applications.

Skill-Based Routing WFM Challenges (e-learning):

This 3-part elearning program provides an overview of general skill-based routing (SBR) design principles and provides best practices for incorporating SBR into the forecasting and skill-based scheduling process.

WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios (Elearning):

This 3-part e-learning program outlines some of today's most challenging WFM problems. Learn how to analyze back-office, web, and email design problems to make the most of call center personnel resources.

Telecommuting that Works: Strategies for Utilizing Remote Agents (Elearning):

This 3-part e-learning program outlines best practices for making the most of work-at-home-agents. Create a business case for implementing remote agents and hear about essential operational elements to ensure the success of an at-home program.

Dates: Call for information

Building a Sales Operation: Ten Essential Elements (elearning):

This3-part e-learning program outlines the ten critical elements that must be in place to maximize telephone sales success. Hear about hiring strategies, training, performance measures, and incentive plans that support the call center’s selling strategy.

Power of One: The Difference One Agent Makes (E-Learning):

This3-part e-learning program 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.

World of Call Centers: An Operational Overview (E-learning):

This 3-part e-learning program provides an introduction to the world of call centers. Learn about the most important aspects of the main operational functions, including call center staffing, performance measures, and the main expectations for frontline staff.

Vocal Makeover: Proven Techniques for a Winning Voice (E-Learning):

This 3-part program 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.

Email Essentials: A Frontline Guide for Writing Effective Emails (E-learning):

This 3-part program 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.

Selling Through Service: Increasing Revenues with Customer-Focused Selling (E-learning):

This 3-part program helps frontline staff get prepared for their role in customer-focused selling. Learn to overcome selling fears and get in the right mindset to maximize selling success.

Anatomy of a Sales Call: Four Steps to Successful Selling (E-learning):

This 3-part program 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.

2-Part Telephone Sales Curriculum (E-learning):

4-Part Telephone Sales Curriculum (E-learning):

Workforce Management - 2-Course Skill-Based Routing (e-Learning):

This 2-course self-paced program provides essential knowledge and skills for making the most of Skill-Based Routing in the call center. These two courses include: Skill-Based Routing Design and Skill-Based Workforce Management Challenges

Mastery Certification Frontline Telephone Skils (Online Exam):

Upon completion of the Frontline Telephone Skills core training curriculum, take the online mastery exam to earn Mastery Certification in Frontline Telephone Skills from The Call Center School.

Mastery Certification Telephone Sales (Online Exam):

Upon completion of the Telephone Sales core training curriculum, take the online mastery exam to earn Mastery Certification in Telephone Sales from The Call Center School.

Mastery Certification Customer Surveying (Online Exam):

Upon completion of the Customer Surveying training curriculum, take the online mastery exam to earn Mastery Certification in Customer Surveying from The Call Center School.

A Crash Course in Labor Strategy for 2012 (web seminar):

In this 90-minute web seminar you will hear common labor misconceptions to remedy, scheduling mistakes to avoid, and potential solutions to implement that will make both your pocketbook and your staff happier.

Dates: December 6, December 8

Call Coaching: Techniques for Shaping Call Techniques (Web Seminar):

Call Coaching: Techniques for Shaping Call Behaviors (eLearning):

This 3-part e-learning program outlines best practices for making the most of call coaching opportunities. Students will learn how to deliver feedback that impacts call performance, as well as learn techniques to celebrate, clarify, or correct call behaviors.

Quality Assurance - 9-Course Full Curriculum (eLearning):

This 9-course e-learning program includes all nine topics in The Call Center School's Quality Assurance curriculum. Topics include: Building a Quality Form I/II, Defining Call Standards, Calibration Corner, Basics of Call Coaching, Making the Most of QM Tools, Satisfaction Guaranteed, Voice of the Customer, and Email Quality Monitoring.

Frontline Fundamentals - 6 Seminar Core Curriculum (eLearning):

This 6 course eLearning 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.

Frontline Fundamentals - 9 Seminar Full Track (eLearning):

Mastery Certification - Supervision Coaching (online exam):

Upon completion of the Call Center Supervision Coaching training curriculum, take the online mastery exam to earn Mastery Certification in Call Center Supervision Coaching from The Call Center School.

Defining Call Standards:What a Call Should Sound Like (eLearning):

This 3-module e-learning program provides the framework for developing a detailed description of call performance standards necessary for ensuring consistency in the application of quality evaluation criteria to actual call performance.

Email Quality Monitoring: Writing the Right Way (eLearning):

This 3-part eLearning program outlines the essential elements of monitoring your center's written communications to ensure quality. Define email monitoring policies and identify the most common writing mistakes and how to prevent them.

The Power of One - Frontline Fundamentals Book:

The Power of One is an easy-to-read book that shows each call center employee the significant impact each can make on customer perceptions and call center operations.

Power Phrasing - Frontline Fundamentals Book:

Call Center Staffing Book:

Call Center Supervision Book:

Business School Essentials Book:

Making the Match: Recruiting, and Hiring Call Center Staff (Web Seminar):

Finders Keepers: Proven Strategies for Staff Retention (Web Seminar):

Setting the Standards: Defining Performance Goals and Objectives (Web Seminar):

Don't Know, Can't, Won't Model: Diagnosing and Treating Performance Problems (Web Seminar):

Performance Coaching: Techniques for Shaping Employee Performance (Web Seminar):

Motivation Marvels: 100 Ways to Improve Motivation and Morale (Web Seminar):

Teamwork Template: Techiques for Building and Managing Teams (Web Seminar):

Key Performance Indicators: Managing by the Numbers (Web Seminar):

Introduction to Call Center Technologies: Understanding Call Center Technologies (Web Seminar):

Power of One: The Difference One Agent Makes (Web Seminar):

Vocal Makeover: Proven Techniques for a Winning Voice (Web Seminar):

First Class Phone Manners: The Musts of Telephone Best Practices (Web Seminar):

Power Phrasing: Winning Word Choices for Effective Communications (Web Seminar):

Tyrant Turnaround: Going From Difficult to Delighted Callers (Web Seminar):

Email Essentials: A Frontline Guide for Writing Effective Emails (Web Seminar):

From Service to Sales: Increasing Profits With Customer-Focused Selling (Web Seminar):

Making the Match: Recruiting and Hiring Call Center Staff (e-learning):

Finders Keepers: Proven Strategies for Staff Retention (eLearning):

Setting the Standards: Defining Performance Goals and Objectives (eLearning):

Don't Know, Can't, or Won't Model: Diagnosing and Treating Performance Problems (eLearning):

Performance Coaching: Techniques for Shaping Employee Performance (eLearning):

Motivation Marvels: 100 Ways to Improve Motivation and Morale (eLearning):

Teamwork Template: Techiques for Building and Managing Teams (eLearning):

Introduction to WFM: Understanding Call Center Staffing and Scheduling (eLearning):

Key Performance Indicators: Managing by the Numbers (e-learning):

Introduction to Call Center Technologies: Understanding Call Center Technologies (e-learning):

First Class Phone Manners (eLearning):

Power Phrasing: Winning Words for Effective Communications (eLearning):

Tyrant Turnaround: Going From Difficult to Delighted Callers (eLearning):

A Winning Vision: Essentials of Strategic Planning for Call Center Leaders (Web Seminar):

Dollars and Sense: Basics of Finance for Today's Call Center Professionals (Web Seminar):

Making the Case: Business Case Development and Project Management (Web Seminar):

Business Process Improvement: Six Sigma and Beyond (Web Seminar):

Analytics and Reporting: Developing a Contact Center Reporting Plan (Web Seminar):

Building a Quality Form – Part I (Web Seminar):

Building a Quality Form – Part II (web seminar):

Calibration Corner: Best Practices in Calibration and Scoring (Web Seminar):

Basics of Call Coaching: Techniques for Shaping Call Techniques (Web Seminar):

Making the Most of Quality Monitoring: Creating a Comprehensive QA Program (Web Seminar):

Satisfaction Guaranteed: Performing Call Center Satisfaction Audit (web seminar):

Voice of the Customer: Developing a Systematic Listening/Feedback (web seminar):

Introduction to Workforce Management: An Overview of the Workforce Management Process (Web Seminar):

Data Collection and Analysis: Getting Off to the Right Start (web seminar):

Forecasting Fundamentals: Proven Practices for Predicting Call Workload (web seminar):

Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs (web seminar):

Scheduling Principles and Problems: Solutions to Scheduling Challenges (web seminar):

Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service (web seminar):

Performing a Workforce Management Audit (web seminar):

Advanced Forecasting Techniques: Fine-Tuning Workload Predictions (web seminar):

Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs (web seminar):

Skill-Based Routing WFM Challenges (web seminar):

Attendance and Adherence (web seminar):

Introduction to Workforce Management: An Overview of the Workforce Management Process (eLearning):

Data Collection and Analysis: Getting Off to the Right Start (eLearning):

Forecasting Fundamentals: Prove Practices for Predicting Call Workload (eLearning):

Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs (eLearning):

Scheduling Principles and Problems: Solutions to Scheduling Challenges (eLearning):

Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service (elearning):

Attendance and Adherence: Keeping Bodies in Seats (eLearning):

Implementing Workforce Management Tools (eLearning):

Advanced Forecasting Techniques: Fine-Tuning Workload Predictions (eLearning):

Advanced Scheduling Techniques (eLearning):

Skill-Based Routing Complexities (eLearning):

Building a Quality Form – Part I (eLearning):

Building a Quality Form – Part II (eLearning):

Calibration Corner: Best Practices in Calibration and Scoring (eLearning):

Basics of Call Coaching: Techniques for Shaping Call Techniques (eLearning):

Making the Most of Quality Monitoring: Creating a Comprehensive QA Program (elearning):

Satisfaction Guaranteed: Performing Call Center Customer Surveys (eLearning):

Voice of the Customer: Developing Systematic Listening/Feedback (e-learning):

A Winning Vision: Strategic Planning for Call Centers (e-learning):

Dollars and Sense: Basics for Today's Call Center Professionals (e-learning):

Making the Case: Business Case Development and Project Management (e-learning):

Business Process Improvement: Six Sigma and Beyond (e-learning):

Analytics and Reporting: Developing a Contact Center Reporting Plan (e-learning):

Call Center Operations Check-Up (audit):

Quality Assurance Check-Up (audit):

Workforce Management Check-Up (audit):

Frontline Fundamentals - 9 Seminar Full Track (web seminars):

Frontline Fundamentals - 6 Seminar Core Curriculum (web seminars):

Frontline Fundamentals - 3-Part Phone Skills Package (web seminars):

Frontline Fundamentals - 3-Part Phone Skills Package (e-Learning):

Frontline Package PLACEHOLDER 1:

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Frontline Package PLACEHOLDER 2:

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Call Center Supervision - 10 Seminar Full Track (web seminars):

This 10-seminar package includes all the topics in The Call Center School's Call Center Supervision curriculum. Topics include the full array of call center operations and people management topics.

Call Center Supervision - 3-Part Coaching Program (web seminars):

Call Center Supervision - 10 Seminar Full Track (eLearning):

Call Center Supervision - 3-Part Coaching Program (eLearning):

Call Center Supervision - Placeholder 1:

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Call Center Supervision - Placeholder 2:

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Call Center Supervision - Placeholder 3:

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Workforce Management - 12 Seminar Full Track (web seminars):

Workforce Management - 10 Seminar Full Track (eLearning):

Workforce Management - 5-Course Core Program (web seminars):

Workforce Management - 5-Course Core Program (eLearning):

Workforce Management - 2-Course Skill-Based Routing (web seminars):

Communications for Workforce Management Professionals (web seminar):

Workforce Management - PLACEHOLDER 2:

Workforce Management - PLACEHOLDER3:

Workforce Management - PLACEHOLDER4:

Quality Assurance - 9-Course Full Curriculum (web seminars):

Quality Assurance - 6-Course Core Curriculum (web seminars):

Quality Assurance - 6-Course Core Curriculum (eLearning):

Quality Assurance - 9-Course Full Curriculum (eLearning):

Quality Assurance - PLACEHOLDER 1:

This..

Quality Assurance - PLACEHOLDER 2:

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Operations/Business Mgmt - 3-Course Operations (web seminars):

This 3-seminar package includes the topics in the The Call Center School's Operations curriculum. Topics include: Introduction to WFM, Key Performance Indicators (KPIs), and Call Center Technologies.

Operations/Business Mgmt - 5 Course Core Curriculum (web seminars):

Operations/Business Mgmt - Full 8-Course Curriculum (web seminars):

Operations/Business Mgmt - PLACEHOLDER 1:

This

Operations/Business Mgmt - PLACEHOLDER 2:

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Mastery Certification - Frontline Fundamentals (online exam):

Upon completion of the Frontline Fundamentals core training curriculum, take the online mastery exam to earn Mastery Certification in Frontline Fundamentals from The Call Center School.

Mastery Certification - Call Center Supervision (online exam):

Upon completion of the Call Center Supervision core training curriculum, take the online mastery exam to earn Mastery Certification in Call Center Supervision from The Call Center School.

Mastery Certification - Workforce Management (online exam):

Upon completion of the Workforce Management core training curriculum, take the online mastery exam to earn Mastery Certification in Call Center Workforce Management from The Call Center School.

Mastery Certification - Quality Assurance (online exam):

Upon completion of the Quality Assurance core training curriculum, take the online mastery exam to earn Mastery Certification in Call Center Quality Assurance from The Call Center School.

Mastery Certification - Operations/Bus Mgmt (online exam):

Upon completion of the Operations and Business Management core training curriculum, take the online mastery exam to earn Mastery Certification in Call Center Operations from The Call Center School.

Mastery Certification - PLACEHOLDER 1:

Upon completion of t...

Mastery Certification - PLACEHOLDER 2:

Upon completion of t...

Classroom Training - Frontline Fundamentals:

Classroom Training - Call Center Supervision:

Classroom Training - Workforce Management:

Classroom Training - Quality Assurance:

Classroom Training - Customer Surveying:

The Call Center School offers a 6-part Customer Surveying program via pubic web seminars. Call for more information on private classroom or web seminar options.
Price: Call for Quote

Classroom Training - Operations and Business Management:

Classroom Training - PLACEHOLDER:

The Call Center School's popular training program in

Price: Call for Quote

Frontline Fundamentals - Train the Trainer (licensing):

Call Center Supervision - Train the Trainer (licensing):

Workforce Management - Train the Trainer (licensing):

Quality Assurance - Train the Trainer (licensing):

License the 7 programs in The Call Center School's Quality Assurance program for ongoing use by your own internal training team.

Operations/Business Mgmt - Train the Trainer (licensing):

Optimizing Workforce Management (3-Day Public Classroom Seminar):

Survey Overview & Project Management (Web Seminar):

The Questionnaire Design Process (Web Seminar):

Questionnaire Design Elements (Web Seminar):

Questionnaire Design Principles (Web Seminar):

This 90-minute web seminar outlines the process in questionnaire design that ensures validity in the survey instrument and eliminates survey bias.

2012 Dates Coming Soon!

Survey Question Formats (Web Seminar):

Key Elements of Survey Administration (Web Seminar):

Survey Data Analysis (Web Seminar):

This 90-minute web seminar outlines the steps of proper data analysis to make the most of survey results, including a review of statistical approaches to analyze trends.

2012 Dates Coming Soon!

Advanced Survey Data Analysis (Web Seminar):

This 90-minute web seminar outlines the steps of proper data analysis one step further by determining meaningful trends and constructing a survey report.

2012 Dates Coming Soon!

Customer Surveying: 8-Course Program in Survey Design, Administration, and Analysis (Web Seminars):

Introduction to WFM: Understanding Call Center Staffing and Scheduling (Web Seminar):

Defining Call Standards:What a Call Should Sound Like (Web Seminar):

Email Quality Monitoring: Writing the Right Way (Web Seminar):

WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios (Web Seminar):

Operations/Business Management - 11 Seminar Full Track (web seminars):

Telecommuting that Works: Strategies for Utilizing Remote Agents (Web Seminar):

Building a Sales Operation: Ten Essential Elements (Web Seminar):

World of Call Centers: An Operational Overview (Web Seminar):

Selling Through Service: Increasing Revenues with Customer-Focused Selling (Web Seminar):

Anatomy of a Sales Call: Four Steps to Successful Selling (Web Seminar):

Call Center Supervision: Essential Skills and Competencies (Web Seminar):

Call Center Time Management: Budgeting a Supervisory Day (Web Seminar):

Sales Coaching for Supervisors: Techniques for Maximizing Sales (Web Seminar):

Call Center Supervision - 12 Seminar Full Track plus Electives (web seminars):

Workforce Management - 12 Seminar Full Track (e-learning):

4-Part Telephone Sales Curriculum:

2-Part Telephone Sales Curriculum (Web Seminars):

Operations/Business Management - 11 Course Full Track (e-learning):

Call Center Supervision - 12 Seminar Full Track plus Electives (e-learning):

Call Center Supervision: Essential Skills and Competencies (elearning):

Call Center Time Management: Budgeting a Supervisory Day (elearning):

Sales Coaching for Supervisors: Techniques for Maximizing Sales (elearning):

Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs (elearning):

Skill-Based Routing WFM Challenges (e-learning):

WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios (Elearning):

Telecommuting that Works: Strategies for Utilizing Remote Agents (Elearning):

Building a Sales Operation: Ten Essential Elements (elearning):

Power of One: The Difference One Agent Makes (E-Learning):

World of Call Centers: An Operational Overview (E-learning):

Vocal Makeover: Proven Techniques for a Winning Voice (E-Learning):

Email Essentials: A Frontline Guide for Writing Effective Emails (E-learning):

Selling Through Service: Increasing Revenues with Customer-Focused Selling (E-learning):

This 3-part program helps frontline staff get prepared for their role in customer-focused selling. Learn to overcome selling fears and get in the right mindset to maximize selling success.

Anatomy of a Sales Call: Four Steps to Successful Selling (E-learning):

2-Part Telephone Sales Curriculum (E-learning):

4-Part Telephone Sales Curriculum (E-learning):

Workforce Management - 2-Course Skill-Based Routing (e-Learning):

Mastery Certification Frontline Telephone Skils (Online Exam):

Upon completion of the Frontline Telephone Skills core training curriculum, take the online mastery exam to earn Mastery Certification in Frontline Telephone Skills from The Call Center School.

Mastery Certification Telephone Sales (Online Exam):

Upon completion of the Telephone Sales core training curriculum, take the online mastery exam to earn Mastery Certification in Telephone Sales from The Call Center School.

Mastery Certification Customer Surveying (Online Exam):

Upon completion of the Customer Surveying training curriculum, take the online mastery exam to earn Mastery Certification in Customer Surveying from The Call Center School.

Category Navigation:

Consulting

Certification

Call Center Training - Operations/Business Mgmt.

Operations/Business Management - 11 Course Full Track (e-learning):

Introduction to WFM: Understanding Call Center Staffing and Scheduling (Web Seminar):

Key Performance Indicators: Managing by the Numbers (Web Seminar):

Making the Match: Recruiting, and Hiring Call Center Staff (Web Seminar):

Introduction to Call Center Technologies: Understanding Call Center Technologies (Web Seminar):

Telecommuting that Works: Strategies for Utilizing Remote Agents (Web Seminar):

A Winning Vision: Essentials of Strategic Planning for Call Center Leaders (Web Seminar):

Dollars and Sense: Basics of Finance for Today's Call Center Professionals (Web Seminar):

Making the Case: Business Case Development and Project Management (Web Seminar):

Business Process Improvement: Six Sigma and Beyond (Web Seminar):

Analytics and Reporting: Developing a Contact Center Reporting Plan (Web Seminar):

Building a Sales Operation: Ten Essential Elements (Web Seminar):

Operations/Business Management - 11 Seminar Full Track (web seminars):

Classroom Training - Operations and Business Management:

Operations/Business Mgmt - Train the Trainer (licensing):

Call Center Staffing Book:

Business School Essentials Book:

The Power of One - Frontline Fundamentals Book:

Power Phrasing - Frontline Fundamentals Book:

Call Center Staffing Book:

Call Center Supervision Book:

Business School Essentials Book:

Making the Match: Recruiting, and Hiring Call Center Staff (Web Seminar):

Finders Keepers: Proven Strategies for Staff Retention (Web Seminar):

Setting the Standards: Defining Performance Goals and Objectives (Web Seminar):

Don't Know, Can't, Won't Model: Diagnosing and Treating Performance Problems (Web Seminar):

Performance Coaching: Techniques for Shaping Employee Performance (Web Seminar):

Motivation Marvels: 100 Ways to Improve Motivation and Morale (Web Seminar):

Teamwork Template: Techiques for Building and Managing Teams (Web Seminar):

Key Performance Indicators: Managing by the Numbers (Web Seminar):

Introduction to Call Center Technologies: Understanding Call Center Technologies (Web Seminar):

Power of One: The Difference One Agent Makes (Web Seminar):

Vocal Makeover: Proven Techniques for a Winning Voice (Web Seminar):

First Class Phone Manners: The Musts of Telephone Best Practices (Web Seminar):

Power Phrasing: Winning Word Choices for Effective Communications (Web Seminar):

Tyrant Turnaround: Going From Difficult to Delighted Callers (Web Seminar):

Email Essentials: A Frontline Guide for Writing Effective Emails (Web Seminar):

From Service to Sales: Increasing Profits With Customer-Focused Selling (Web Seminar):

Making the Match: Recruiting and Hiring Call Center Staff (e-learning):

Finders Keepers: Proven Strategies for Staff Retention (eLearning):

Setting the Standards: Defining Performance Goals and Objectives (eLearning):

Don't Know, Can't, or Won't Model: Diagnosing and Treating Performance Problems (eLearning):

Performance Coaching: Techniques for Shaping Employee Performance (eLearning):

Motivation Marvels: 100 Ways to Improve Motivation and Morale (eLearning):

Teamwork Template: Techiques for Building and Managing Teams (eLearning):

Introduction to WFM: Understanding Call Center Staffing and Scheduling (eLearning):

Key Performance Indicators: Managing by the Numbers (e-learning):

Introduction to Call Center Technologies: Understanding Call Center Technologies (e-learning):

First Class Phone Manners (eLearning):

Power Phrasing: Winning Words for Effective Communications (eLearning):

Tyrant Turnaround: Going From Difficult to Delighted Callers (eLearning):

A Winning Vision: Essentials of Strategic Planning for Call Center Leaders (Web Seminar):

Dollars and Sense: Basics of Finance for Today's Call Center Professionals (Web Seminar):

Making the Case: Business Case Development and Project Management (Web Seminar):

Business Process Improvement: Six Sigma and Beyond (Web Seminar):

Analytics and Reporting: Developing a Contact Center Reporting Plan (Web Seminar):

Building a Quality Form – Part I (Web Seminar):

Building a Quality Form – Part II (web seminar):

Calibration Corner: Best Practices in Calibration and Scoring (Web Seminar):

Basics of Call Coaching: Techniques for Shaping Call Techniques (Web Seminar):

Making the Most of Quality Monitoring: Creating a Comprehensive QA Program (Web Seminar):

Satisfaction Guaranteed: Performing Call Center Satisfaction Audit (web seminar):

Voice of the Customer: Developing a Systematic Listening/Feedback (web seminar):

Introduction to Workforce Management: An Overview of the Workforce Management Process (Web Seminar):

Data Collection and Analysis: Getting Off to the Right Start (web seminar):

Forecasting Fundamentals: Proven Practices for Predicting Call Workload (web seminar):

Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs (web seminar):

Scheduling Principles and Problems: Solutions to Scheduling Challenges (web seminar):

Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service (web seminar):

Performing a Workforce Management Audit (web seminar):

Advanced Forecasting Techniques: Fine-Tuning Workload Predictions (web seminar):

Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs (web seminar):

Skill-Based Routing WFM Challenges (web seminar):

Attendance and Adherence (web seminar):

Introduction to Workforce Management: An Overview of the Workforce Management Process (eLearning):

Data Collection and Analysis: Getting Off to the Right Start (eLearning):