Course Library

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Contact Center Basics
  • Agent
  • 50 min

Contact Center Basics

A comprehensive introduction into the inner workings of a contact center. Discover more

Remote Work for Contact Center Employees
  • Agent
  • 20 min

Remote Work for Contact Center Employees

Be Prepared to Work From Home Discover more

The Power of One
  • Agent
  • 40 min

The Power of One

The Difference One Agent Can Make Discover more

Navigating a Customer Call
  • Agent
  • 55 min

Navigating a Customer Call

The Fundamentals for Steering Every Call in the Right Direction Discover more

Power Phrasing
  • Agent
  • 40 min

Power Phrasing

Winning Words for Effective Communications Discover more

Vocal Makeover
  • Agent
  • 1 hour 35 min

Vocal Makeover

Proven Techniques for a Winning Voice Discover more

Types of Challenging Callers
  • Agent
  • 40 min

Types of Challenging Callers

Identify the Type of Caller and Respond Appropriately Discover more

Handling Hostility
  • Agent
  • 40 min

Handling Hostility

Proven Techniques to De-Escalate Calls Quickly Discover more

Email Essentials
  • Agent
  • 45 min

Email Essentials

A Frontline Guide for Writing Effective Emails Discover more

Live Chat Essentials
  • Agent
  • 1 hour 10 min

Live Chat Essentials

Essential Skills to Meet and Exceed Customer Expectations Through Live Chat Discover more

Introduction to Social Customer Service
  • Agent
  • 25 min

Introduction to Social Customer Service

A Guide to Provide an Excellent Customer Experience on Social Media Discover more

Handling Digital Customers
  • Agent
  • 55 min

Handling Digital Customers

Essential Social Media Skills for Contact Center Agents Discover more

Selling Through Service
  • Agent
  • 50 min

Selling Through Service

Enable Agents to Increase Revenues with Customer-Focused Selling Techniques Discover more

Anatomy of a Sales Call
  • Agent
  • 55 min

Anatomy of a Sales Call

The Four Steps to Sell Successfully Discover more

Managing Remote Contact Center Teams
  • Supervision
  • 50 min

Managing Remote Contact Center Teams

Techniques to Effectively Manage Remote Teams Discover more

Call Center Supervision Essentials
  • Supervision
  • 1 hour

Call Center Supervision Essentials

A Development Plan for Supervisory Success Discover more

The Art of Coaching
  • Supervision
  • 55 min

The Art of Coaching

Essential Knowledge for Becoming an Expert Coach Discover more

Sales Coaching for Supervisors
  • Supervision
  • 40 min

Sales Coaching for Supervisors

Coach to Refine Behaviors that Optimize Sales Opportunities on Every Call Discover more

Successful Leadership - Team Motivation
  • Supervision
  • 55 min

Successful Leadership - Team Motivation

Proven Methods to Improve Motivation and Morale Discover more

Successful Leadership - Retention of Team Members
  • Supervision
  • 40 min

Successful Leadership - Retention of Team Members

Proven Strategies to Retain Staff Discover more

Successful Leadership - Team Structure and Communication
  • Supervision
  • 1 hour

Successful Leadership - Team Structure and Communication

Techniques for Building and Managing Teams Discover more

Meet Performance Goals
  • Supervision
  • 1 hour 10 min

Meet Performance Goals

Effectively Manage Agents’ Performance Discover more

Call Center Time Management
  • Supervision
  • 40 min

Call Center Time Management

Optimize Time to Increase Productivity Discover more

Overview of a Quality Assurance Program
  • QA
  • 50 min

Overview of a Quality Assurance Program

Implement a Quality Assurance Program Discover more

QA - Quality Monitoring Scorecard
  • QA
  • 45 min

QA - Quality Monitoring Scorecard

Create and Implement a Quality Monitoring Scorecard Discover more

QA - Quality Monitoring
  • QA
  • 40 min

QA - Quality Monitoring

Effectively Review and Score Your Agents’ Performance Discover more

QA - Calibration
  • QA
  • 40 min

QA - Calibration

Understand How to Utilize Calibration in Your Contact Center Discover more

QA - Performance Coaching
  • QA
  • 45 min

QA - Performance Coaching

Learn How to Set Up and Conduct Effective Performance Coaching Sessions Discover more

WFM - Introduction
  • WFM
  • 55 min

WFM - Introduction

A Comprehensive Overview of Workforce Management and Its Challenges Discover more

WFM Forecast - Data Collection and Analysis
  • WFM
  • 45 min

WFM Forecast - Data Collection and Analysis

Getting Off to the Right Start With Collecting and Analyzing Historical Data Discover more

WFM Forecast - Predict Workload
  • WFM
  • 1 hour 30 min

WFM Forecast - Predict Workload

Proven Practices for Predicting Call Workload Discover more

WFM Scheduling - Calculating Staff
  • WFM
  • 1 hour 20 min

WFM Scheduling - Calculating Staff

The Math of Contact Center Staffing Discover more

WFM Scheduling - Scheduling Shifts
  • WFM
  • 1 hour 5 min

WFM Scheduling - Scheduling Shifts

Solutions to Scheduling Challenges Discover more

WFM - Intraday Management
  • WFM
  • 55 min

WFM - Intraday Management

A Guide to Managing Staff and Service Within the Day Discover more

WFM - Expert Communication Skills
  • WFM
  • 35 min

WFM - Expert Communication Skills

Interacting Effectively With Agents, Supervisors, and Management Discover more

WFM - Skills-Based Routing
  • WFM
  • 45 min

WFM - Skills-Based Routing

Gain an Overview of Skills-Based Routing Discover more

Our e-learning courses are designed by call center experts to provide a practical and engaging learning experience. Start today.