--- title: Course Library | The Call Center School --- Go beyond learning: optimize planning with a powerful WFM solution. [Explore more](https://www.peopleware.com). - [Courses](https://www.thecallcenterschool.com/courses/) - [Our Customers](https://www.thecallcenterschool.com/our-customers/) # Course Library Developed by e-learning professionals and recognized as best-in-class throughout the industry, our courses are easily integrated into work schedules for maximum flexibility. ![Unleash the Power of Your Contact Center](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/home-hero-base.svg) ![Chat icon](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/home-hero-screens.svg) ![Desktop monitor icon](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/home-hero-emoji.svg) ![Hashtag icon](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/home-hero-devices.svg) ![Heart smile icon](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/home-hero-chat.svg) ** Filter: ** All (36) Agent (14) Supervision (9) Quality Assurance (5) QA Workforce Management (8) WFM [![Contact Center Basics](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/contact_center_basics.png) - Agent - 50 min ## Contact Center Basics A comprehensive introduction into the inner workings of a contact center. Discover more ** ](https://www.thecallcenterschool.com/courses/contact-center-basics) [![Remote Work for Contact Center Employees](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/remote-work-for-contact-center-employees.png) - Agent - 20 min ## Remote Work for Contact Center Employees Be Prepared to Work From Home Discover more ** ](https://www.thecallcenterschool.com/courses/remote-work-for-contact-center-employees) [![The Power of One](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/the-power-of-one.png) - Agent - 40 min ## The Power of One The Difference One Agent Can Make Discover more ** ](https://www.thecallcenterschool.com/courses/the-power-of-one) [![Navigating a Customer Call](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/contact_center_basics.png) - Agent - 55 min ## Navigating a Customer Call The Fundamentals for Steering Every Call in the Right Direction Discover more ** ](https://www.thecallcenterschool.com/courses/navigating-a-customer-call) [![Power Phrasing](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/the-power-of-one.png) - Agent - 40 min ## Power Phrasing Winning Words for Effective Communications Discover more ** ](https://www.thecallcenterschool.com/courses/power-phrasing) [![Vocal Makeover](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/first-class-phone-skills.png) - Agent - 1 hour 35 min ## Vocal Makeover Proven Techniques for a Winning Voice Discover more ** ](https://www.thecallcenterschool.com/courses/vocal-makeover) [![Types of Challenging Callers](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/managing-challenging-callers.png) - Agent - 40 min ## Types of Challenging Callers Identify the Type of Caller and Respond Appropriately Discover more ** ](https://www.thecallcenterschool.com/courses/types-of-challenging-callers) [![Handling Hostility](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/managing-challenging-callers.png) - Agent - 40 min ## Handling Hostility Proven Techniques to De-Escalate Calls Quickly Discover more ** ](https://www.thecallcenterschool.com/courses/handling-hostility) [![Email Essentials](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/email_essentials.png) - Agent - 45 min ## Email Essentials A Frontline Guide for Writing Effective Emails Discover more ** ](https://www.thecallcenterschool.com/courses/email-essentials) [![Live Chat Essentials](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/live-chat-essentials.png) - Agent - 1 hour 10 min ## Live Chat Essentials Essential Skills to Meet and Exceed Customer Expectations Through Live Chat Discover more ** ](https://www.thecallcenterschool.com/courses/live-chat-essentials) [![Introduction to Social Customer Service](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/the_social_agent.png) - Agent - 25 min ## Introduction to Social Customer Service A Guide to Provide an Excellent Customer Experience on Social Media Discover more ** ](https://www.thecallcenterschool.com/courses/introduction-to-social-customer-service) [![Handling Digital Customers](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/the_social_agent.png) - Agent - 55 min ## Handling Digital Customers Essential Social Media Skills for Contact Center Agents Discover more ** ](https://www.thecallcenterschool.com/courses/handling-digital-customers) [![Selling Through Service](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/successful_sales.png) - Agent - 50 min ## Selling Through Service Enable Agents to Increase Revenues with Customer-Focused Selling Techniques Discover more ** ](https://www.thecallcenterschool.com/courses/selling-through-service) [![Anatomy of a Sales Call](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/successful_sales.png) - Agent - 55 min ## Anatomy of a Sales Call The Four Steps to Sell Successfully Discover more ** ](https://www.thecallcenterschool.com/courses/anatomy-of-a-sales-call) [![Managing Remote Contact Center Teams](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/managing-remote-contact-center-teams.png) - Supervision - 50 min ## Managing Remote Contact Center Teams Techniques to Effectively Manage Remote Teams Discover more ** ](https://www.thecallcenterschool.com/courses/managing-remote-contact-center-teams) [![Call Center Supervision Essentials](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/call-center-supervision-essentials.png) - Supervision - 1 hour ## Call Center Supervision Essentials A Development Plan for Supervisory Success Discover more ** ](https://www.thecallcenterschool.com/courses/call-center-supervision-essentials) [![The Art of Coaching](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/the-art-of-coaching.png) - Supervision - 55 min ## The Art of Coaching Essential Knowledge for Becoming an Expert Coach Discover more ** ](https://www.thecallcenterschool.com/courses/the-art-of-coaching) [![Sales Coaching for Supervisors](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/sales-coaching-for-supervisors.png) - Supervision - 40 min ## Sales Coaching for Supervisors Coach to Refine Behaviors that Optimize Sales Opportunities on Every Call Discover more ** ](https://www.thecallcenterschool.com/courses/sales-coaching-for-supervisors) [![Successful Leadership - Team Motivation](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/supervision_en.png) - Supervision - 55 min ## Successful Leadership - Team Motivation Proven Methods to Improve Motivation and Morale Discover more ** ](https://www.thecallcenterschool.com/courses/successful-leadership-team-motivation) [![Successful Leadership - Retention of Team Members](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/supervision_en.png) - Supervision - 40 min ## Successful Leadership - Retention of Team Members Proven Strategies to Retain Staff Discover more ** ](https://www.thecallcenterschool.com/courses/successful-leadership-retention-of-team-members) [![Successful Leadership - Team Structure and Communication](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/supervision_en.png) - Supervision - 1 hour ## Successful Leadership - Team Structure and Communication Techniques for Building and Managing Teams Discover more ** ](https://www.thecallcenterschool.com/courses/successful-leadership-team-structure-and-communication) [![Meet Performance Goals](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/meet-performance-goals.png) - Supervision - 1 hour 10 min ## Meet Performance Goals Critical steps for setting up a performance measurement system. Discover more ** ](https://www.thecallcenterschool.com/courses/meet-performance-goals) [![Call Center Time Management](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/call-center-time-management.png) - Supervision - 40 min ## Call Center Time Management Optimize Time to Increase Productivity Discover more ** ](https://www.thecallcenterschool.com/courses/call-center-time-management) [![Overview of a Quality Assurance Program](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/quality_assurance_en.png) - QA - 50 min ## Overview of a Quality Assurance Program Implement a Quality Assurance Program Discover more ** ](https://www.thecallcenterschool.com/courses/overview-of-a-quality-assurance-program) [![QA - Quality Monitoring Scorecard](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/quality_assurance_en.png) - QA - 45 min ## QA - Quality Monitoring Scorecard Create and Implement a Quality Monitoring Scorecard Discover more ** ](https://www.thecallcenterschool.com/courses/qa-quality-monitoring-scorecard) [![QA - Quality Monitoring](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/quality_assurance_en.png) - QA - 40 min ## QA - Quality Monitoring Effectively Review and Score Your Agents’ Performance Discover more ** ](https://www.thecallcenterschool.com/courses/qa-quality-monitoring) [![QA - Calibration](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/quality_assurance_en.png) - QA - 40 min ## QA - Calibration Understand How to Utilize Calibration in Your Contact Center Discover more ** ](https://www.thecallcenterschool.com/courses/qa-calibration) [![QA - Performance Coaching](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/quality_assurance_en.png) - QA - 45 min ## QA - Performance Coaching Learn How to Set Up and Conduct Effective Performance Coaching Sessions Discover more ** ](https://www.thecallcenterschool.com/courses/qa-performance-coaching) [![WFM - Introduction](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/wfm_introduction.png) - WFM - 55 min ## WFM - Introduction A comprehensive overview of workforce management and its challenges. Discover more ** ](https://www.thecallcenterschool.com/courses/wfm-introduction) [![WFM Forecast - Data Collection and Analysis](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/wfm_forecasting.png) - WFM - 45 min ## WFM Forecast - Data Collection and Analysis Getting Off to the Right Start With Collecting and Analyzing Historical Data Discover more ** ](https://www.thecallcenterschool.com/courses/wfm-forecast-data-collection-and-analysis) [![WFM Forecast - Predict Workload](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/wfm_forecasting.png) - WFM - 1 hour 30 min ## WFM Forecast - Predict Workload Proven Practices for Predicting Call Workload Discover more ** ](https://www.thecallcenterschool.com/courses/wfm-forecast-predict-workload) [![WFM Scheduling - Calculating Staff](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/wfm_scheduling.png) - WFM - 1 hour 20 min ## WFM Scheduling - Calculating Staff The Math of Contact Center Staffing Discover more ** ](https://www.thecallcenterschool.com/courses/wfm-scheduling-calculating-staff) [![WFM Scheduling - Scheduling Shifts](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/wfm_scheduling.png) - WFM - 1 hour 5 min ## WFM Scheduling - Scheduling Shifts Solutions to Scheduling Challenges Discover more ** ](https://www.thecallcenterschool.com/courses/wfm-scheduling-scheduling-shifts) [![WFM - Intraday Management](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/wfm_intraday-management.png) - WFM - 55 min ## WFM - Intraday Management A Guide to Managing Staff and Service Within the Day Discover more ** ](https://www.thecallcenterschool.com/courses/wfm-intraday-management) [![WFM - Expert Communication Skills](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/wfm_introduction.png) - WFM - 35 min ## WFM - Expert Communication Skills Interacting Effectively With Agents, Supervisors, and Management Discover more ** ](https://www.thecallcenterschool.com/courses/wfm-expert-communication-skills) [![WFM - Skills-Based Routing](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/wfm_skill-based-routing.png) - WFM - 45 min ## WFM - Skills-Based Routing Gain an Overview of Skills-Based Routing Discover more ** ](https://www.thecallcenterschool.com/courses/wfm-skills-base-routing) Our e-learning courses are designed by call center experts to provide a practical and engaging learning experience. Start today.