Essential Skills and Knowledge - September 9-10, 2008 -- Toronto, ON, Canada
Essential Skills and Knowledge - September 9-10, 2008 -- Philadelphia, PA
Essential Skills and Knowledge - September 23-24, 2008 -- Dallas, TX
Managing Sales in Contact Centers - September 23-24, 2008 -- Boston, MA
Monitoring and Coaching for Improved Performance - September 23-24, 2008 -- Dallas, TX
Improving the Effectiveness of Speech and IVR - October 14-15, 2008 -- Chicago, IL
Contact Center Technology - October 14-15, 2008 -- Baltimore, MD
WFM Boot Camp - October 14-17, 2008 -- San Diego, CA
Essential Skills and Knowledge - October 14-15, 2008 -- Chicago, IL
Essential Skills and Knowledge - October 14-15, 2008 -- Phoenix, AZ
Celebrate the Spirit of Service!
The Strategic Role of Support: Improve Experience and Drive Revenue
Reinventing Phone-Based Customer Service
Managing the Unexpected Before Things Get Out of Control
Increasing the Customer Experience with an Intelligent Customer Front Door
Best Practices in Disaster Recovery and Business Continuity
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Handling Difficult Callers - September 12, 2008 (2-3:30pm Eastern)
Staffing & Scheduling Part 1: Science of Staffing - September 19, 2008 (2-4pm Eastern)
Staffing & Scheduling Part 2: Proven Practices - September 26, 2008 (2-4pm Eastern)
"I Love My Job": Encourage Lasting Motivation - September 26, 2008 (11am-1pm Eastern)
Staffing & Scheduling Part 3: Group Design - October 03, 2008 (2-4pm Eastern)
Understanding ACD Data - October 10, 2008 (2-4pm Eastern)
Designing a Call Center Incentive Program - October 17, 2008 (2-4pm Eastern)
Coaching Part 1: Improving Performance - October 24, 2008 (2-4pm Eastern)
The ABCs of Grammar - October 30, 2008 (2-3:30pm Eastern)
Coaching Part 2: Addressing Challenges - October 31, 2008 (2-4pm Eastern)
Executives and the Contact Center
Supervisor Selection and Training
First-Contact Resolution
Agent Empowerment
Contact Center Staffing and Scheduling Practices
Multichannel Contact Center Report III
2007 Customer Satisfaction Measurement Report
Call Center Agent Wellness
2007 Call Center Quality Monitoring Study IV
2007 Call Center Cross-Selling Survey Report
2007 Call Center KPI/Performance Metrics Survey Report
Global Contact Centre Benchmarking Report 2007
Agent Turnover and Retention Report
2007 Call Center Recruiting and Hiring Practices Report
2006 Contact Center Customer-Facing Technologies Survey Report
