Get new hires up to speed quickly by teaching them the basics and terminology of contact center operations. Discover more

Boost agent motivation by conveying the importance of their role in building lasting customer relationships. Discover more

Increase agent performance with best practice customer call guidelines and vocal techniques. Discover more

Transform a challenging caller into a positive customer through early recognition and established call handling techniques. Discover more

Teach agents the essential skills to deliver high quality customer service through live chat. Discover more

Teach your customer service representatives how to provide stellar customer service through email. Discover more

Excel your customer interactions on social media! This course teaches how to handle customers on various social channels. Discover more

Equip your in- and outbound agents with the skillset to identify up-sell and cross-sell opportunities and convert them into sales. Discover more

Our onboarding classic! The ideal bundle for bringing newly hired telephone agents up to speed. Discover more

The ideal bundle for preparing agents for the most common combination of channels: phone and email. Discover more

The perfect bundle for training multi-channel agents, developing customer service skills for phone, chat, email, and social media. Discover more

The all-encompassing bundle for agent training. Prepare agents for every challenge on any channel. Discover more

Develop the skills required today’s successful call center leaders and supervisors and be prepared for common supervisory challenges. Discover more

Learn the techniques and best practices needed to become a successful coach in a contact center. Discover more

Learn the supervision techniques to coach agents in a call center focused on sales. Discover more

Gain the skills to keep your staff motivated, retain your employees, and learn how to set up your teams for success. Discover more

Teaches strategies for performance measurement systems, identifies top measures, and translates metrics into effective reports. Discover more

Learn the principles of time management and apply them to the challenges of the contact center environment. Discover more

Provide your supervisors with the necessary knowledge and skills to lead their teams and the contact center to success. Discover more

Learn how to measure and calibrate quality metrics and coach towards improvement in order to ensure a consistent service quality. Discover more

Gain understanding of the workforce management process by learning the 5 steps of WFM in this essential introduction. Discover more

Learn how to gather and analyze historic call data, and apply advanced forecasting techniques to accurately predict call volume. Discover more

Be able to produce expertly optimized schedules by defining service goals and calculating staff requirements accurately. Discover more

Master the ability to identify deviations from the forecast and/or schedule and making rapid adjustments effectively. Discover more

Become an excellent communicator who can educate agents, supervisors and managers about WFM and its importance. Discover more

Send every customer contact to the agent best able to handle it by learning how to set up optimized routing plans. Discover more

The essential workforce management e-learning, covering forecasting, scheduling and intra-day management. Discover more

The all-encompassing workforce management e-learning, covering the essential steps, skill-based routing and communication. Discover more