FeaturedWFM - Forecasting
This completely revamped course focuses on the forecasting specialization of the workforce management process. It provides the fundamental knowledge needed to accurately predict workload.
Contact Center Basics
Get new hires up to speed quickly by teaching them the basics and terminology of contact center operations.
The Power of One
Boost agent motivation by conveying the importance of their role in building lasting customer relationships.
First Class Phone Skills
Increase agent performance with best practice customer call guidelines and vocal techniques.
Managing Challenging Callers
Transform a challenging caller into a positive customer through early recognition and established call handling techniques.
Live Chat Essentials
Teach agents the essential skills to deliver high quality customer service through live chat.
Teach your customer service representatives how to provide stellar customer service through email.
Social Media Customer Service
Excel your customer interactions on social media! This course teaches how to handle customers on various social channels.
Equip your in- and outbound agents with the skillset to identify up-sell and cross-sell opportunities and convert them into sales.
Our onboarding classic! The ideal bundle for bringing newly hired telephone agents up to speed.
Call & Email Essentials
The ideal bundle for preparing agents for the most common combination of channels: phone and email.
The Multi-Channel Agent
The perfect bundle for training multi-channel agents, developing customer service skills for phone, chat, email, and social media.
Full-Stack Agent Training
The all-encompassing bundle for agent training. Prepare agents for every challenge on any channel.
Call Center Supervision Essentials
Develop the skills required for successful call center leadership and supervision, and be prepared for common supervisory challenges.
The Art of Coaching
Learn the techniques and best practices needed to become a successful coach in a contact center.
Sales Coaching for Supervisors
Sales supervisors will acquire proven coaching techniques to maximize their team's sales performance.
Successful Team Leadership
Gain the skills to motivate and retain your employees, and learn strategies to set your team up for success.
Meet Performance Goals
Learn how to implement performance management systems, identify top performance measures, and translate metrics into effective reports.
Call Center Time Management
Learn the principles of time management and apply them to the challenges of the contact center environment.
Call Center Supervision
Provide your supervisors with the necessary knowledge and skills to lead their teams and the contact center to success.
Learn how to measure and calibrate quality metrics and coach towards improvement in order to ensure a consistent service quality.
WFM - Introduction
Gain understanding of the workforce management process by learning the 5 steps of WFM in this essential introduction.
WFM - Forecasting
Learn how to gather and analyze historic call data, and apply advanced forecasting techniques to accurately predict call volume.
WFM - Scheduling
Be able to produce expertly optimized schedules by defining service goals and calculating staff requirements accurately.
WFM - Intraday Management
Master the ability to identify deviations from the forecast and/or schedule and making rapid adjustments effectively.
WFM - Expert Communication Skills
Become an excellent communicator who can educate agents, supervisors and managers about WFM and its importance.
WFM - Skill Based Routing
Send every customer contact to the agent best able to handle it by learning how to set up optimized routing plans.
The essential workforce management e-learning, covering forecasting, scheduling and intra-day management.
Our e-learning courses are designed by call center experts to provide a practical and engaging learning experience. Start today.