USA

AZ, Phoenix

• Dec 6-8, 2010, High-Impact Communication
• Oct 17-18, 2011, Understanding Contact Center Fundamentals
• Oct 17-19, 2011, Call Center Metrics, Data Analytics and Reporting
• Oct 17-21, 2011, Call Center Management Certification Boot Camp
• Oct 17-21, 2011, Call Center Engineering Boot Camp
• Oct 19-21, 2011, Call Center Manager Training and Certification
• Oct 20-21, 2011, Designing Six Sigma Contact Centers

CA, Berkeley

• Oct 13-15, 2010, High-Impact Communication

CA, Los Angeles

• Aug 17-19, 2010, Designing Effective Questionnaires
• Oct 26-29, 2010 Management and Leadership Skills for New Managers
• Mar 7-8, 2011, Understanding Contact Center Fundamentals
• Mar 7-9, 2011, Call Center Metrics, Data Analytics and Reporting
• Mar 7-11, 2011, Call Center Management Certification Boot Camp
• Mar 7-11, 2011, Call Center Engineering Boot Camp
• Mar 9-11, 2011, Call Center Manager Training and Certification
• Mar 10-11, 2011, Designing Six Sigma Contact Centers

CA, San Diego

• Sept 13-15, 2010, High-Impact Communication

CA, San Jose

• Oct 12-15, 2010 Management and Leadership Skills for New Managers
• Feb 8-11, 2011, Management and Leadership Skills for New Managers

DC, Washington

• Aug 30-Sept 1, 2010, Coaching and Mentoring for Improved Performance
• Oct 5-7, 2010, Survey Design and Data Analysis
• Oct 15-17, 2010, High-Impact Communication
• Nov 30-Dec 3, 2010 Management and Leadership Skills for New Managers
• Dec 1-3, 2010, High-Impact Communication
• Dec 13-15, 2010, Communication and Negotiation Skills
• Dec 20-22, 2010, Coaching and Mentoring for Improved Performance
• Feb 22-25, 2011, Management and Leadership Skills for New Managers
• Sept 12-13, 2011, Understanding Contact Center Fundamentals
• Sept 12-14, 2011, Call Center Metrics, Data Analytics and Reporting
• Sept 12-16, 2011, Call Center Management Certification Boot Camp
• Sept 12-16, 2011, Call Center Engineering Boot Camp
• Sept 14-16, 2011, Call Center Manager Training and Certification
• Sept 15-16, 2011, Designing Six Sigma Contact Centers

FL, Ft. Lauderdale

• Dec 6-7, 2010, Call Center Director Training and Certification
• Dec 6-7, 2010, Understanding Contact Center Fundamentals
• Dec 6-8, 2010, Call Center Metrics, Data Analytics and Reporting
• Dec 6-10, 2010, Call Center Management Boot Camp
• Dec 6-10, 2010, Call Center Engineering Boot Camp
• Dec 8-9, 2010, Fundamentals of Call Center Workforce Management
• Dec 8-10, 2010, Call Center Workforce Management Certification Boot Camp
• Dec 8-10, 2010, Call Center Manager Training and Certification
• Dec 9-10, 2010, Designing Six Sigma Contact Centers

FL, Miami

• Sept 1-3, 2010, Call Center Manager Training and Certification  
• Oct 26-27, 2010, International Contact Center Expo and Conference

FL, Orlando

• Sept 14-17, 2010 Management and Leadership Skills for New Managers
• Jan 24-26, 2011, Call Center Manager Training and Certification
• Mar 15-18, 2011, Management and Leadership Skills for New Managers

FL, Ponte Vedra

• Sept 20-24, 2010 COPC Global Best Practices for Customer Service Providers
• Oct 11-14, 2010 Implementing Lean Six Sigma in Call Centers

FL, Tampa

• Oct 19-21, 2010, Call Center Manager Training and Certification
• Nov 14-15, 2011, Understanding Contact Center Fundamentals
• Nov 14-16, 2011, Call Center Metrics, Data Analytics and Reporting
• Nov 14-18, 2011, Call Center Management Certification Boot Camp
• Nov 14-18, 2011, Call Center Engineering Boot Camp
• Nov 16-18, 2011, Call Center Manager Training and Certification
• Nov 17-18, 2011, Designing Six Sigma Contact Centers

GA, Atlanta

• Sept 8-9, 2010, Fundamentals of Call Center Workforce Management
• Sept 8-10, 2010, Call Center Workforce Management Certification Boot Camp  
• Sept 8-10, 2010, Call Center Manager Training and Certification
• Sept 13-15, 2010, Communication and Negotiation Skills
• Sept 27-29, 2010, Coaching and Mentoring for Improved Performance
• Oct 5-8, 2010 Management and Leadership Skills for New Managers
• Feb 1-4, 2011, Management and Leadership Skills for New Managers
• May 16-17, 2011, Understanding Contact Center Fundamentals
• May 16-18, 2011, Call Center Metrics, Data Analytics and Reporting
• May 16-20, 2011, Call Center Management Certification Boot Camp
• May16-20, 2011, Call Center Engineering Boot Camp
• May 18-20, 2011, Call Center Manager Training and Certification
• May 19-20, 2011, Designing Six Sigma Contact Centers

IL, Chicago

• Aug 23-24, 2010, Call Center Director Training and Certification
• Aug 23-25, 2010, Call Center Metrics, Data Analytics and Reporting
• Aug 23-25, 2010, Coaching and Mentoring for Improved Performance
• Aug 23-27, 2010, Call Center Engineering Boot Camp
• Aug 25-26, 2010, Fundamentals of Call Center Workforce Management
• Aug 25-26, 2010, Improving the Effectiveness of IVR and Speech Recognition
• Aug 25-27, 2010, Call Center Workforce Management Certification Boot Camp
• Aug 25-27, 2010, Call Center Manager Training and Certification
• Aug 26-27, 2010, Designing Six Sigma Contact Centers
• Oct 5-7, 2010, Designing Effective Questionnaires
• Oct 25-27, 2010, Communication and Negotiation Skills
• Nov 9-12, 2010 Management and Leadership Skills for New Managers
• Nov 15-17, 2010, Customer Satisfaction and Loyalty Research
• Mar 8-11, 2011, Management and Leadership Skills for New Managers
• Apr 11-12, 2011, Understanding Contact Center Fundamentals
• Apr 11-13, 2011, Call Center Metrics, Data Analytics and Reporting
• Apr 11-15, 2011, Call Center Management Certification Boot Camp
• Apr 11-15, 2011, Call Center Engineering Boot Camp
• Apr 13-15, 2011, Call Center Manager Training and Certification
• Apr 14-15, 2011, Designing Six Sigma Contact Centers
• Aug 1-2, 2011, Understanding Contact Center Fundamentals
• Aug 1-3, 2011, Call Center Metrics, Data Analytics and Reporting
• Aug 1-5, 2011, Call Center Management Certification Boot Camp
• Aug 1-5, 2011, Call Center Engineering Boot Camp
• Aug 3-5, 2011, Call Center Manager Training and Certification
• Aug 4-5, 2011, Designing Six Sigma Contact Centers

MA, Boston

• Oct 19-22, 2010 Management and Leadership Skills for New Managers
• June 6-7, 2011, Understanding Contact Center Fundamentals
• June 6-8, 2011, Call Center Metrics, Data Analytics and Reporting
• June 6-10, 2011, Call Center Management Certification Boot Camp
• June 6-10, 2011, Call Center Engineering Boot Camp
• June 8-10, 2011, Call Center Manager Training and Certification
• June 9-10, 2011, Designing Six Sigma Contact Centers

MN, Minneapolis

• Nov 1-3, 2010, Coaching and Mentoring for Improved Performance

NC, Raleigh

• Oct 18-20, 2010, Communication and Negotiation Skills
• Nov 16-19, 2010 Management and Leadership Skills for New Managers
• Mar 22-25, 2011, Management and Leadership Skills for New Managers

NJ, Morristown

• Aug 31-Sept 3, 2010 Management and Leadership Skills for New Managers
• Sept 27-29, 2010, Communication and Negotiation Skills
• Nov 1-3, 2010, High-Impact Communication
• Jan 4-7, 2011, Management and Leadership Skills for New Managers

NV, Las Vegas

• Sept 8-10, 2010, High-Impact Communication
• Oct 25-26, 2010, Understanding Contact Center Fundamentals
• Oct 25-26, 2010, Call Center Director Training and Certification
• Oct 25-27, 2010, Call Center Metrics, Data Analytics and Reporting 
• Oct 25-29, 2010, Call Center Management Certification Boot Camp
• Oct 25-29, 2010, Call Center Engineering Boot Camp
• Oct 27-28, 2010, Improving the Effectiveness of IVR and Speech Recognition
• Oct 27-29, 2010, Call Center Manager Training and Certification
• Oct 28-29, 2010, Designing Six Sigma Contact Centers
• Dec 1-3, 2010, Coaching and Mentoring for Improved Performance
• Jan 17-19, 2011, Call Center Metrics, Data Analytics and Reporting
• Jan 17-21, 2011, Call Center Engineering Boot Camp
• Jan 20-21, 2011, Designing Six Sigma Contact Centers
• June 20-21, 2011, Understanding Contact Center Fundamentals
• June 20-22, 2011, Call Center Metrics, Data Analytics and Reporting
• June 20-24, 2011, Call Center Management Certification Boot Camp
• June 20-24, 2011, Call Center Engineering Boot Camp
• June 22-24, 2011, Call Center Manager Training and Certification
• June 23-24, 2011, Designing Six Sigma Contact Centers
• Dec 5-6, 2011, Understanding Contact Center Fundamentals
• Dec 5-11, 2011, Call Center Metrics, Data Analytics and Reporting
• Dec 5-9, 2011, Call Center Management Certification Boot Camp
• Dec 5-9, 2011, Call Center Engineering Boot Camp
• Dec 7-9, 2011, Call Center Manager Training and Certification
• Dec 8-9, 2011, Designing Six Sigma Contact Centers

NY, New York

• Nov 2-5, 2010 Management and Leadership Skills for New Managers
• Feb 15-18, 2011, Management and Leadership Skills for New Managers
• Mar 28-29, 2011, Understanding Contact Center Fundamentals
• Mar 28-30, 2011, Call Center Metrics, Data Analytics and Reporting
• Mar 28-Apr 1, 2011, Call Center Management Certification Boot Camp
• Mar 28-Apr 1, 2011, Call Center Engineering Boot Camp
• Mar 30-Apr 1, 2011, Call Center Manager Training and Certification
• Mar 31-Apr 1, 2011, Designing Six Sigma Contact Centers

PA, Philadelphia

• Oct 4-5, 2010, Understanding Contact Center Fundamentals
• Oct 4-6, 2010, Call Center Metrics, Data Analytics and Reporting 
• Oct 4-8, 2010, Call Center Management Certification Boot Camp
• Oct 4-8, 2010, Call Center Engineering Boot Camp
• Oct 6-7, 2010, Fundamentals of Call Center Workforce Management
• Oct 6-8, 2010, Call Center Workforce Management Certification Boot Camp
• Oct 6-8, 2010, Call Center Manager Training and Certification
• Oct 7-8, 2010, Designing Six Sigma Contact Centers

PR, San Juan

• Sept 8-10, 2010, Call Center Manager Training and Certification

SC, Greenville

• Nov 15, 2010, CRM Strategies
• Nov 15-16, 2010, Supervisory and Leadership Skills for New Contact Center Supervisors
• Nov 16-18, 2010, Call Center Six Sigma Black Belt Masters Course
• Nov 17-19, 2010, Call Center Manager Training and Certification

TX, Austin

• Feb 14-15, 2011, Understanding Contact Center Fundamentals
• Feb 14-16, 2011, Call Center Metrics, Data Analytics and Reporting
• Feb 14-18, 2011, Call Center Management Certification Boot Camp
• Feb 14-18, 2011, Call Center Engineering Boot Camp
• Feb 16-18, 2011, Call Center Manager Training and Certification
• Feb 17-18, 2011, Designing Six Sigma Contact Centers

TX, Dallas

• Aug 16, 2010, High-Impact Communication
• Sept 13-14, 2010, Call Center Director Training and Certification  
• Sept 13-14, 2010, Supervisory and Leadership Skills for New Contact Center Supervisors
• Sept 13-15, 2010, Call Center Metrics, Data Analytics and Reporting
• Sept 13-17, 2010, Call Center Management Certification Boot Camp
• Sept 13-17, 2010, Call Center Engineering Boot Camp
• Sept 15-17, 2010, Call Center Manager Training and Certification
• Sept 16-17, 2010, Designing Six Sigma Contact Centers
• Oct 11-13, 2010, Communication and Negotiation Skills
• Dec 7-10, 2010 Management and Leadership Skills for New Managers
• Nov 7-8, 2011, Understanding Contact Center Fundamentals
• Nov 7-9, 2011, Call Center Metrics, Data Analytics and Reporting
• Nov 7-11, 2011, Call Center Management Certification Boot Camp
• Nov 7-11, 2011, Call Center Engineering Boot Camp
• Nov 9-11, 2011, Call Center Manager Training and Certification
• Nov 10-11, 2011, Designing Six Sigma Contact Centers

TX, Houston

• Mar 1-4, 2011, Management and Leadership Skills for New Managers

WA, Seattle

• Sept 20-21, 2010, Understanding Contact Center Fundamentals
• Sept 20-22, 2010, Call Center Metrics, Data Analytics and Reporting
• Sept 20-24, 2010, Call Center Management Certification Boot Camp
• Sept 20-24, 2010, Call Center Engineering Boot Camp
• Sept 22-24, 2010, Call Center Manager Training and Certification
• Sept 23-24, 2010, Designing Six Sigma Contact Centers
• Oct 4-6, 2010, Coaching and Mentoring for Improved Performance

Canada

ON, Toronto

• Sept 13-15, 2010, Contact Center Week Canada
• July 11-12, 2011, Understanding Contact Center Fundamentals
• July 11-13, 2011, Call Center Metrics, Data Analytics and Reporting
• July 11-15, 2011, Call Center Management Certification Boot Camp
• July 11-15, 2011, Call Center Engineering Boot Camp
• July 13-15, 2011, Call Center Manager Training and Certification
• July 14-15, 2011, Designing Six Sigma Contact Centers

Caribbean & Latin America

PR, San Juan

• Sept 8-10, 2010, Call Center Manager Training and Certification

Europe

Asia Pacific

Virtual Classroom Training

• Aug 12, 2010, Fundamentals of Call Center Coaching
• Aug 19, 2010, Optimizing Monitoring and Recording Technology
• Aug 26, 2010, Performing a Call Center Satisfaction Audit
• Sept 2, 2010, Harnessing the Voice of the Customer
• Sept 9, 2010, Call Center Workforce Recruiting, Screening, and Hiring
• Sept 10 & Sept 17, 2010, Building a Quality Form
• Sept 10, 2010, Introduction to Call Center Workforce Management
• Sept 16, 2010, Proven Strategies to Increase Employee Retention
• Sept 17, 2010, Workforce Management Data Collection and Analysis
• Sept 23, 2010, How to Define Call Center Performance Goals & Measure Results
• Sept 24, 2010, Best Practices in Calibration and Scoring
• Sept 24, 2010, Forecasting Fundamentals : Practices for Predicting Call Workload
• Sept 30, 2010, Diagnosing & Treating Call Center Performance Problems
• Oct 1, 2010, Fundamentals of Call Center Coaching
• Oct 1, 2010, Calculating Call Center Staff
• Oct 7, 2010, Fundamentals of Call Center Coaching
• Oct 8, 2010, Optimizing Monitoring and Recording Technology
• Oct 8, 2010, Workforce Management : Solutions to Scheduling Challenges
• Oct 14, 2010, Motivating Call Center Employees
• Oct 15, 2010, Performing a Call Center Satisfaction Audit
• Oct 15, 2010, Workforce Management : Managing Daily Service Levels
• Oct 21, 2010, Call Center Teamwork Template:Building & Managing Teams
• Oct 22, 2010, Harnessing the Voice of the Customer
• Oct 22, 2010, Performing a Workforce Management Audit
• Oct 28, 2010, Introduction to Call Center Workforce Management
• Oct 29, 2010, Workforce Management : Advanced Forecasting Techniques
• Nov 4, 2010, Introduction to Key Performance Indicators in the Call Center
• Nov 5, 2010, Workforce Management : Skill Based Routing Complexities
• Nov 11, 2010, A Beginner's Guide to Understanding Call Center Technologies
• Nov 19, 2010, Workforce Management : Attendance & Adherence to Schedule