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USA
AZ, Phoenix
CA, Los Angeles
CA, San Diego
CA, San Francisco
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Dec 2-3, Certified Customer Service
Professional
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Dec 2-5, Management and Leadership Skills
for New Managers
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Jan 27-28, 2009, Certified Customer Service
Professional
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Feb 2-4, 2009, Call Center Manager
Certification
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Feb 2-4, 2009, Call Center Metrics, Data
Analytics and Reporting
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Feb 5-6, 2009, Designing Six Sigma Support
Centers
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Feb 2-6, 2009, Call Center Engineering
Certification Bootcamp
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June 22-24, 2009, Customer Satisfaction and
Loyalty Research
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Aug 18-20, 2009, Designing Effective
Questionnaires
CA, San Jose
DC, Washington
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Dec 16-17, Essential Skills for Effective
Incoming Call Center Management
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Dec16-19, Management and Leadership Skills
for New Managers
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Feb 16-19, 2009, Management and Leadership
Skills for New Managers
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Feb 18-20, 2009, Managing Outsourcing
Contracts
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Mar 9-11, 2009, Coaching and Mentoring for
Improved Performance
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Mar 16-18, 2009, Call Center Manager
Certification
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Mar 23-25, 2009, Communication and Negotiation
Skills
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May 13-15, 2009, Coaching and Mentoring for
Improved Performance
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Jun 8-10, 2009, Managing Outsourcing
Contracts
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FL, Orlando
GA, Atlanta
IL, Chicago
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Dec 8-10, Communication and Negotiation
Skills
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Dec 8-10, Coaching and Mentoring for Improved
Performance
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Dec 16-19, Management and Leadership Skills
for New Managers
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Feb 16-18, 2009, Call Center Manager
Certification
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Mar 2-5, 2009, Management and Leadership
Skills for New Managers
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Apr 12-13, 2009, Improving the Effectiveness
of IVR
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Apr 28-30, 2009, Designing Effective
Questionnaires
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June 8-10, 2009, Coaching and Mentoring for
Improved Performance
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Oct 19-21, 2009, Customer Satisfaction and
Loyalty Research
MA, Boston
MD, Baltimore
MN, Minneapolis
NC, Raleigh
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Dec 2-5, Management and Leadership Skills
for New Managers
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Mar 31-Apr 3, 2009, Management and Leadership
Skills for New Managers
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Apr 27-29, 2009, Call Center Manager
Certification
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Apr 30-May 1, 2009 Designing Six Sigma Support
Centers
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Apr 27-29, 2009, Call Center Metrics, Data
Analytics and Reporting
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Apr 27-May 1, 2009, Call Center Engineering
Certification Bootcamp
NJ, Morristown
NV, Las Vegas
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Dec 9-10, Improving the Effectiveness of
IVR
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Dec 9-10, Essential Skills for Effective
Incoming Call Center Management
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Dec 9-10, Managing Sales in Call Centers:
Boosting Revenues in a Service or Sales Environment
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Dec 15, Customer Relationship Management
Strategies
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Dec 16-18, Call Center Manager
Certification
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Dec 16-18, Call Center Six Sigma Blackbelt
Masters Course
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Jan 13-16, 2009, Call Center Workforce
Management Boot Camp
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Apr 13-15, 2009, Call Center Manager
Certification
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Aug 17-19, 2009, Managing Outsourcing
Contracts
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Dec 15-17, 2009, Call Center Six Sigma Blackbelt
Masters Course
NY, New York
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Jan 12-14, 2009, Call Center Manager
Certification
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Jan 20-22, 2009, Designing Effective
Questionnaires
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Feb 2-4, 2009, Communication and Negotiation
Skills
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Feb 10-13, 2009, Management and Leadership
Skills for New Managers
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Mar 2-4, 2009, Customer Satisfaction and
Loyalty Research
PA, Philadelphia
TX, Austin
TX, Dallas
TX, Houston
TX, San Antonio
VA, McLean
WA, Seattle
Web-Based and Onsite Seminars
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Call Center Supervisor Certification
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Customer Service Representative Certification
- Self Study
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Nov 20, Six Sigma Process : Basics and
Beyond
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Jan 29, 2009, How to Recruit, Screen, and
Hire Workforce
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Jan 30, 2009, Forecasting and scheduling:
Data Collection and Analysis
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Feb 5, 2009, How to Retain Call Center
Workforce
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Feb 6, 2009, Workforce Management : Forecasting
Fundamentals
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Feb 6, 2009, How to Design Effective Call
Center Quality Monitoring Forms
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Feb 12, 2009, How to Define Call Center
Performance Goals and Measure Results
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Feb 12-Mar 26, 2009, CIAC Call Center People
Management: Certification Prep Course
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Feb 13, 2009, Calculating Call Center
Staff
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Feb 13, 2009, Calibrating Call Center
Performance Evaluation Scores
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Feb 26, 2009, How to Diagnose and Treat
Employee Performance Problems
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Feb 27, 2009, Workforce Management: Solutions
to Scheduling Challenges
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Feb 27, 2009, Optimizing Call Center Monitoring
and Recording Technology
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Mar 5, 2009, Fundamentals of Call Center
Coaching
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Mar 6, 2009, Workforce Management: Managing
Daily Service Levels
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Mar 6, 2009, Performing a Call Center
Satisfaction Audit
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Mar 12, 2009, How to Improve Employee Motivation
and Morale
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Mar 13, 2009, Workforce Management: Advanced
Forecasting Techniques
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Mar 19, 2009, Call Center Teamwork Template:
How to Build and Manage Teams
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Mar 26, 2009, Introduction to Call Center
Key Performance Indicators
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Mar 27, 2009, Performing a Workforce Management
Audit
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Apr 2, 2009, A Call Center Supervisor's
Guide to Staffing and Scheduling
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Apr 3, 2009, Attendance and Adherence to
Schedule
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Apr 7-May 19, 2009, CIAC Call Center Operations
Management: Certification Prep course
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Apr 9, 2009, A Beginner's Guide to Understanding
Call Center Technologies
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Apr 16, 2009, Six Sigma Process : Basics
and Beyond
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Apr 23, 2009, Call Center Performance Management
: Analysis and Reporting
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May 7, 2009, How to Recruit, Screen, and
Hire Workforce
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May 8, 2009, Forecasting and scheduling:
Data Collection and Analysis
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May 14, 2009, How to Retain Call Center
Workforce
-
May 15, 2009, Workforce Management : Forecasting
Fundamentals
-
May 21, 2009, How to Define Call Center
Performance Goals and Measure Results
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May 22, 2009, Calculating Call Center
Staff
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May 28, 2009, How to Diagnose and Treat
Employee Performance Problems
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May 29, 2009, Workforce Management: Solutions
to Scheduling Challenges
-
June 4, 2009, Fundamentals of Call Center
Coaching
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June 5, 2009, Workforce Management: Managing
Daily Service Levels
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June 11, 2009, How to Improve Employee
Motivation and Morale
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June 12, 2009, Workforce Management: Advanced
Forecasting Techniques
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June 18, 2009, Call Center Teamwork Template:
How to Build and Manage Teams
-
June 25, 2009, Introduction to Call Center
Key Performance Indicators
-
June 26, 2009, Performing a Workforce Management
Audit
-
July 9, 2009, A Call Center Supervisor's
Guide to Staffing and Scheduling
-
July 10, 2009, Attendance and Adherence
to Schedule
-
July 16, 2009, A Beginner's Guide to
Understanding Call Center Technologies
-
July 31, 2009, How to Design Effective Call
Center Quality Monitoring Forms
-
Aug 14, 2009, Fundamentals of Call Center
Coaching
-
Aug 21, 2009, Optimizing Call Center Monitoring
and Recording Technology
-
Aug 22, 2009, Calibrating Call Center
Performance Evaluation Scores
-
Aug 28, 2009, Performing a Call Center
Satisfaction Audit
-
Sept 3, 2009, How to Recruit, Screen, and
Hire Workforce
-
Sept 10, 2009, How to Retain Call Center
Workforce
-
Sept 11, 2009, Forecasting and scheduling:
Data Collection and Analysis
-
Sept 17, 2009, How to Define Call Center
Performance Goals and Measure Results
-
Sept 18, 2009, Workforce Management :
Forecasting Fundamentals
-
Sept 24, 2009, How to Diagnose and Treat
Employee Performance Problems
-
Sept 25, 2009, Calculating Call Center
Staff
-
Oct 1, 2009, Fundamentals of Call Center
Coaching
-
Oct 2, 2009, Workforce Management: Solutions
to Scheduling Challenges
-
Oct 8, 2009, How to Improve Employee Motivation
and Morale
-
Oct 9, 2009, Workforce Management: Managing
Daily Service Levels
-
Oct 15, 2009, Call Center Teamwork Template:
How to Build and Manage Teams
-
Oct 16, 2009, Workforce Management: Advanced
Forecasting Techniques
-
Oct 16, 2009, How to Design Effective Call
Center Quality Monitoring Forms
-
Oct 22, 2009, Introduction to Call Center
Key Performance Indicators
-
Oct 23, 2009, Calibrating Call Center
Performance Evaluation Scores
-
Oct 29, 2009, A Call Center Supervisor's
Guide to Staffing and Scheduling
-
Oct 30, 2009, Performing a Workforce Management
Audit
-
Oct 30, 2009, Optimizing Call Center Monitoring
and Recording Technology
-
Nov 5, 2009, A Beginner's Guide to Understanding
Call Center Technologies
-
Nov 6, 2009, Attendance and Adherence to
Schedule
-
Nov 6, 2009, Performing a Call Center
Satisfaction Audit
-
Nov 12, 2009, Six Sigma Process : Basics
and Beyond
-
Nov 13, 2009, Fundamentals of Call Center
Coaching
-
Nov 19, 2009, Call Center Performance Management
: Analysis and Reporting
Canada
ON, Ottawa
ON, Toronto
Caribbean
Europe
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