Improving the Effectiveness of Speech and IVR - May 13-14 , 2008 -- Baltimore, MD

Essential Skills and Knowledge - June 3-4, 2008 -- Toronto, ON, Canada

Essential Skills and Knowledge - June 10-11, 2008 -- Nashville, TN

WFM Boot Camp - June 17-20, 2008 -- Seattle, WA

Essential Skills and Knowledge - June 24-25, 2008 -- St. Louis, MO

Essential Skills and Knowledge - July 15-16, 2008 -- Denver, CO

Managing Sales in Contact Centers - July 15-16, 2008 -- Phoenix, AZ

Workforce Management: The Basics and Beyond - July 15-16, 2008 -- Chicago, IL

Contact Center Technology - July 22-23, 2008 -- Seattle, WA

Essential Skills and Knowledge - July 22-23, 2008 -- Baltimore, MD

Best Practices for Creating a High-Performance Culture

What It Takes to Maintain 100% Customer Satisfaction

Cost Comparisons: All-in-One Vs. Multi-Point Solutions

Increasing the Customer Experience with an Intelligent Customer Front Door

Best Practices in Disaster Recovery and Business Continuity

Best Practices in Deploying Customer Care Technology

Coaching Part 3: Inspiring Employees - May 16, 2008 (11am-1pm Eastern)

The ABCs of Grammar - May 20, 2008 (2-3:30pm Eastern)

Building Call Center Culture - May 22, 2008 (11am-1pm Eastern)

Words and Tone - June 10, 2008 (2-3:30pm Eastern)

Metrics Part 1: Definitions & Pitfalls - June 19, 2008 (11am-1pm Eastern)

Designing a Call Center Incentive Program - June 20, 2008 (2-4pm Eastern)

Hiring Part 1: Interview Methods and Guidelines - June 20, 2008 (11am-1pm Eastern)

Metrics Part 2: Measuring and Reporting - June 26, 2008 (11am-1pm Eastern)

Getting Real Results from Real-Time Management - June 27, 2008 (2-4pm Eastern)

Hiring Part 2: Everything But the Interview - June 27, 2008 (11am-1pm Eastern)

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

2006 Contact Center Telework Report