Class Schedule
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May 24, 10:00AM CT (web seminar)
Vocal Makeover
Techniques for a Winning Voice -
May 24, 1:00 PM CT (web seminar)
Performance Coaching
Techniques for Shaping Employee Behaviors -
May 25, 10:00AM CT (web seminar)
Calculating Call Center Staff
The Math of Staffing Tradeoffs -
June 1, 10:00 AM CDT (web seminar)
Scheduling Principles and Problems
Solutions to Scheduling Challenges
Books
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The Power of One:
An easy-to-read book that shows each call center employee the significant impact each can make on customer perceptions and retention
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Call Center Supervision
The Complete, Practical Guide to Managing Frontline Staff