Call Center Web Seminars - The Call Center School

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 2, May 31, October 4

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!

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 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!

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!

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!

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!

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!

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 - 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.

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

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.

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Call Center Training - Web Seminars