Call Center Supervision Web Seminars - The Call Center School

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

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: May 3, September 6

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: May 31, October 4

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: 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: May 17, September 20

Performance Coaching: Techniques for Shaping Employee Behaviors (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: 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: 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

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

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

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

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Call Center Training - Call Center Supervision Web Seminars