Call Center Training - Call Center Certification - RCCSP Education Alliance

Call Center Training and Certification Courses by Location		RCCSP Professional Education Alliance

Virtual Classroom

Onsite Training

Caribbean & Latin America

USA

CA, Los Angeles

June 27-29, 2012, Customer Satisfaction and Loyalty Research
Aug 7-9, 2012, Designing Effective Questionnaires

CA, San Diego

Mar 19-21, 2012, Coaching and Mentoring for Improved Performance
Sept 10-12, 2012, High Impact Communication

CA, San Francisco

Mar 13-15, 2012, Designing Effective Questionnaires
Mar 14-16, 2012, Management Skills for New Managers

DC, Washington

Mar 26-27, 2012, Using Metrics to Drive Contact Center Performance
Mar 26-28, 2012, Call Center Manager Training and Certification
Mar 26-28, 2012, Fundamentals of Telecom Expense Management
Mar 26-28, 2012, Call Center Metrics, Data Analytics and Reporting
Mar 26-30, 2012, Managing Call Center Telecom Costs
Mar 26-30, 2012, Call Center Engineering Boot Camp
Mar 28-30, 2012, High Impact Communication
Mar 29-30, 2012, Designing Six Sigma Contact Centers
May 7-9, 2012, Management Skills for New Managers
May 21-23, 2012, Coaching and Mentoring for Improved Performance
May 30-June 1, 2012, High Impact Communication
June 6-8, 2012, Management Skills for New Managers
June 19-21, 2012, Customer Satisfaction Survey Design and Data Analysis Workshop
Aug 6-8, 2012, High Impact Communication
Sept 17-19, 2012, Coaching and Mentoring for Improved Performance

FL, Orlando

Feb 28-Mar 1, 2012, Customer Satisfaction Survey Design and Data Analysis Workshop

FL, Ponte Vedra

Mar 5-9, 2012, COPC Global Best Practices for Customer Service Providers
June 4-8, 2012, COPC Global Best Practices for Customer Service Providers
Sept 10-14, 2012, COPC Global Best Practices for Customer Service Providers

FL, Tampa

Dec 3-4, 2012, Using Metrics to Drive Contact Center Performance
Dec 3-5, 2012, Call Center Manager Training and Certification
Dec 3-5, 2012, Fundamentals of Telecom Expense Management
Dec 3-5, 2012, Call Center Metrics, Data Analytics and Reporting
Dec 3-7, 2012, Call Center Management Certification Boot Camp
Dec 3-7, 2012, Managing Call Center Telecom Costs
Dec 3-7, 2012, Call Center Engineering Boot Camp
Dec 5-6, 2012, Fundamentals of Call Center Workforce Management
Dec 5-7, 2012, Workforce Management Hands-on Certification Boot Camp
Dec 6-7, 2012, IVR Design Training: Streamlining the Customer Experience
Dec 6-7, 2012, Designing Six Sigma Contact Centers
Dec 6-7, 2012, Intro to Telecom Concepts and Applications: Voice, Data and Video

GA, Atlanta

Mar 26-28, 2012, Call Center Manager Training and Certification
May 14-15, 2012, Using Metrics to Drive Contact Center Performance
May 14-16, 2012, Fundamentals of Telecom Expense Management
May 14-16, 2012, Call Center Metrics, Data Analytics and Reporting
May 14-16, 2012, Call Center Manager Training and Certification
May 14-18, 2012, Call Center Management Certification Boot Camp
May 14-18, 2012, Managing Call Center Telecom Costs
May 14-18, 2012, Call Center Engineering Boot Camp
May 16-17, 2012, Fundamentals of Call Center Workforce Management
May 16-18, 2012, Workforce Management Hands-on Certification Boot Camp
May 17-18, 2012, Designing Six Sigma Contact Centers
July 30-Aug 1, 2012, Call Center Manager Training and Certification
July 30-Aug 3, 2012, Call Center Management Certification Boot Camp
Aug 2-3, 2012, IVR Design Training: Streamlining the Customer Experience
Aug 2-3, 2012, Call Center Operations Management

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IL, Chicago

Mar 5-7, 2012, Call Center Manager Training and Certification
Mar 5-9, 2012, Call Center Management Certification Boot Camp
Mar 8-9, 2012, IVR Design Training: Streamlining the Customer Experience
Mar 8-9, 2012, Intro to Telecom Concepts and Applications: Voice, Data and Video
Mar 8-9, 2012, Call Center Operations Management
May 1-3, 2012, Designing Effective Questionnaires
June 18-19, 2012, Using Metrics to Drive Contact Center Performance
June 18-20, 2012, Call Center Manager Training and Certification
June 18-20, 2012, Call Center Metrics, Data Analytics and Reporting
June 18-20, 2012, Fundamentals of Telecom Expense Management
June 18-22, 2012, Call Center Management Certification Boot Camp
June 18-22, 2012, Call Center Engineering Boot Camp
June 18-22, 2012, Managing Call Center Telecom Costs
June 20-21, 2012, Fundamentals of Call Center Workforce Management
June 20-22, 2012, Workforce Management Hands-on Certification Boot Camp
June 21-22, 2012, Designing Six Sigma Contact Centers
June 21-22, 2012, Intro to Telecom Concepts and Applications: Voice, Data and Video
June 25-27, 2012, High Impact Communication
Oct 22-24, 2012, Call Center Manager Training and Certification
Oct 25-26, 2012, Call Center Operations Management

IN, Indianapolis

Feb 27-29, 2012, Management Skills for New Managers

MA, Boston

Aug 20-21, 2012, Using Metrics to Drive Contact Center Performance
Aug 20-22, 2012, Call Center Manager Training and Certification
Aug 20-22, 2012, Fundamentals of Telecom Expense Management
Aug 20-22, 2012, Call Center Metrics, Data Analytics and Reporting
Aug 20-24, 2012, Call Center Management Certification Boot Camp
Aug 20-24, 2012, Managing Call Center Telecom Costs
Aug 20-24, 2012, Call Center Engineering Boot Camp
Aug 22-23, 2012, Fundamentals of Call Center Workforce Management
Aug 22-24, 2012, Workforce Management Hands-on Certification Boot Camp
Aug 23-24, 2012, Designing Six Sigma Contact Centers
Aug 23-24, 2012, Intro to Telecom Concepts and Applications: Voice, Data and Video

NJ, Morristown

Apr 16-18, 2012, High Impact Communication
Oct 9-11, 2012, High Impact Communication

NV, Las Vegas

June 18-20, 2012, High Impact Communication
Oct 1-2, 2012, Using Metrics to Drive Contact Center Performance
Oct 1-3, 2012, Call Center Manager Training and Certification
Oct 1-3, 2012, Call Center Metrics, Data Analytics and Reporting
Oct 1-3, 2012, Fundamentals of Telecom Expense Management
Oct 1-5, 2012, Call Center Management Certification Boot Camp
Oct 1-5, 2012, Call Center Engineering Boot Camp
Oct 1-5, 2012, Managing Call Center Telecom Costs
Oct 3-4, 2012, Fundamentals of Call Center Workforce Management
Oct 3-5, 2012, Workforce Management Hands-on Certification Boot Camp
Oct 4-5, 2012, Designing Six Sigma Contact Centers
Oct 4-5, 2012, IVR Design Training: Streamlining the Customer Experience
Oct 4-5, 2012, Intro to Telecom Concepts and Applications: Voice, Data and Video

NY, New York

Jan 31-Feb 2, 2012, Designing Effective Questionnaires
Feb 1-3, 2012, Management Skills for New Managers
Mar 27-29, 2012, Customer Satisfaction and Loyalty Research
June 18-20, 2012, Management Skills for New Managers

NC, Chapel Hill

Mar 26-28, 2012, Certified Outsourcing Professional Master Class
Mar 29, 2012, Outsourcing Governance Workshop

NC, Raleigh

May 16-18, 2012, Management Skills for New Managers

OH, Cincinnati

June 12-14, 2012, Designing Effective Questionnaires

PA, Philadelphia

Nov 12-13, 2012, Using Metrics to Drive Contact Center Performance
Nov 12-14, 2012, Call Center Manager Training and Certification
Nov 12-14, 2012, Fundamentals of Telecom Expense Management
Nov 12-14, 2012, Call Center Metrics, Data Analytics and Reporting
Nov 12-16, 2012, Call Center Management Certification Boot Camp
Nov 12-16, 2012, Managing Call Center Telecom Costs
Nov 12-16, 2012, Call Center Engineering Boot Camp
Nov 14-15, 2012, Fundamentals of Call Center Workforce Management
Nov 14-16, 2012, Workforce Management Hands-on Certification Boot Camp
Nov 15-16, 2012, Designing Six Sigma Contact Centers
Nov 15-16, 2012, Intro to Telecom Concepts and Applications: Voice, Data and Video

SC, Greenville

Feb 27-28, 2012, Using Metrics to Drive Contact Center Performance
Feb 27-29, 2012, Call Center Metrics, Data Analytics and Reporting
Feb 27-Mar 2, 2012, Call Center Engineering Boot Camp
Mar 1-2, 2012, Designing Six Sigma Contact Centers
July 23-27, 2012, Call Center Black Belt Capstone Course
Dec 10-14, 2012, Call Center Black Belt Capstone Course

TX, Austin

Feb 13-15, 2012, Call Center Manager Training and Certification
Feb 13-17, 2012, Call Center Management Certification Boot Camp
Feb 15-16, 2012, Fundamentals of Call Center Workforce Management
Feb 15-17, 2012, Workforce Management Hands-on Certification Boot Camp
Feb 16-17, 2012, Intro to Telecom Concepts and Applications: Voice, Data and Video
Feb 16-17, 2012, Call Center Operations Management
Sept 10-12, 2012, Call Center Manager Training and Certification
Sept 10-14, 2012, Call Center Management Certification Boot Camp
Sept 13-14, 2012, Intro to Telecom Concepts and Applications: Voice, Data and Video

TX, Dallas

June 4-6, 2012, Call Center Manager Training and Certification
June 7-8, 2012, Call Center Operations Management

TX, Houston

Aug 27-29, 2012, High Impact Communication
Nov 12-14, 2012, Coaching and Mentoring for Improved Performance

UT, Salt Lake City

Apr 23-24, 2012, Using Metrics to Drive Contact Center Performance
Apr 23-25, 2012, Call Center Manager Training and Certification
Apr 23-25, 2012, Call Center Metrics, Data Analytics and Reporting
Apr 23-27, 2012, Call Center Management Certification Boot Camp
Apr 23-27, 2012, Call Center Engineering Boot Camp
Apr 25-26, 2012, Fundamentals of Call Center Workforce Management
Apr 25-27, 2012, Workforce Management Hands-on Certification Boot Camp
Apr 26-27, 2012, Designing Six Sigma Contact Centers
Apr 26-27, 2012, Intro to Telecom Concepts and Applications: Voice, Data and Video

VA, Arlington

Feb 21-23, 2012, Coaching and Mentoring for Improved Performance

WA, Seattle

Mar 26-28, 2012, Management Skills for New Managers
May 10-12, 2012, Customer Satisfaction Survey Design and Data Analysis Workshop
May 16-18, 2012, Management Skills for New Managers

ON, Toronto

June 25-27, 2012, Certified Outsourcing Professional Master Class
June 28, 2012, Outsourcing Governance Workshop
July 9-11, 2012, Call Center Manager Training and Certification
July 11-12, 2012, Fundamentals of Call Center Workforce Management
July 11-13, 2012, Workforce Management Hands-on Certification Boot Camp

Caribbean & Latin America

United Kingdon, Leeds

Onsite Training

Virtual Classroom Training

Jan 19, 2012, How to Define Performance Goals and Measure Results
Jan 20, 2012, Building a Quality Monitoring Form: Weighting and Scoring
Jan 20, 2012, Workforce Management: Forecasting Fundamentals
Jan 26, 2012, Diagnosing and Treating Employee Performance Problems
Jan 27, 2012, Defining Call Standards
Jan 27, 2012, Workforce Management: Calculating Call Center Staff
Feb 2, 2012, Fundamentals of Call Center Coaching
Feb 3, 2012, Best Practices in Calibration and Scoring
Feb 3, 2012, Workforce Management: Solutions to Scheduling Challenges
Feb 9, 2012, How to Improve Motivation and Morale
Feb 10, 2012, Fundamentals of Call Center Coaching
Feb 10, 2012, Workforce Management: Managing Intra Day Service Levels
Feb 16, 2012, Teamwork Template: Building and Managing Teams
Feb 17, 2012, Optimizing Monitoring and Recording Technology
Feb 17, 2012, Workforce Management: Attendance & Adherence to Schedule
Feb 23, 2012, Proven Strategies for Call Center Workforce Retention
Feb 24, 2012, Performing a Call Center Satisfaction Audit
Feb 24, 2012, Workforce Management: Advanced Forecasting Techniques
Feb 28-Mar 20, 2012, Management Skills for New Managers
Mar 1, 2012, Time Management: Planning the Supervisory Day
Mar 2, 2012, Developing a Listening and Customer Feedback System
Mar 2, 2012, Workforce Management: Design Dilemmas
Mar 15, 2012, Introduction to Call Center Workforce Management
Mar 16, 2012, Email Quality: Writing the Right Way
Mar 16, 2012, Workforce Management: Skill Based Routing Design
Mar 22, 2012, Introduction to Key Performance Indicators
Mar 22, 2012, Sales Coaching for Supervisors
Mar 23, 2012, Workforce Management: Skill Based Routing Challenges
May 1-22, 2012, Management Skills for New Managers
May 3, 2012, Call Center Supervision: Essential Skills and Competencies
May 4, 2012, Introduction to Call Center Workforce Management
May 11, 2012, Workforce Management: Data Collection and Analysis
May 17, 2012, How to Define Performance Goals and Measure Results
May 18, 2012, Workforce Management: Forecasting Fundamentals
May 24, 2012, Diagnosing and Treating Employee Performance Problems
May 25, 2012, Workforce Management: Calculating Call Center Staff
May 31, 2012, Fundamentals of Call Center Coaching
June 1, 2012, Workforce Management: Solutions to Scheduling Challenges
June 7, 2012, How to Improve Motivation and Morale
June 8, 2012, Workforce Management: Managing Intra Day Service Levels
June 14, 2012, Teamwork Template: Building and Managing Teams
June 15, 2012, Workforce Management: Attendance & Adherence to Schedule
June 21, 2012, Proven Strategies for Call Center Workforce Retention
June 22, 2012, Workforce Management: Advanced Forecasting Techniques
June 28, 2012, Time Management: Planning the Supervisory Day
June 29, 2012, Workforce Management: Design Dilemmas
July 10-31, 2012, Management Skills for New Managers
July 12, 2012, Introduction to Call Center Workforce Management
July 13, 2012, Workforce Management: Skill Based Routing Design
July 19, 2012, Introduction to Key Performance Indicators
July 20, 2012, Workforce Management: Skill Based Routing Challenges
July 26, 2012, Building a Quality Monitoring Form: Performance Excellence
July 26, 2012, Sales Coaching for Supervisors
Aug 2, 2012, Building a Quality Monitoring Form: Weighting and Scoring
Aug 9, 2012, Defining Call Standards
Aug 16, 2012, Best Practices in Calibration and Scoring
Aug 17, 2012, Performing a Call Center Satisfaction Audit
Aug 23, 2012, Fundamentals of Call Center Coaching
Aug 24, 2012, Developing a Listening and Customer Feedback System
Aug 30, 2012, Optimizing Monitoring and Recording Technology
Aug 31, 2012, Email Quality: Writing the Right Way
Sept 6, 2012, Call Center Supervision: Essential Skills and Competencies
Sept 7, 2012, Introduction to Call Center Workforce Management
Sept 14, 2012, Workforce Management: Data Collection and Analysis
Sept 14, 2012, Building a Quality Monitoring Form: Performance Excellence
Sept 20, 2012, How to Define Performance Goals and Measure Results
Sept 21, 2012, Building a Quality Monitoring Form: Weighting and Scoring
Sept 21, 2012, Workforce Management: Forecasting Fundamentals
Sept 27, 2012, Diagnosing and Treating Employee Performance Problems
Sept 28, 2012, Defining Call Standards
Sept 28, 2012, Workforce Management: Calculating Call Center Staff
Oct 4, 2012, Fundamentals of Call Center Coaching
Oct 5, 2012, Best Practices in Calibration and Scoring
Oct 5, 2012, Workforce Management: Solutions to Scheduling Challenges
Oct 11, 2012, How to Improve Motivation and Morale
Oct 12, 2012, Fundamentals of Call Center Coaching
Oct 12, 2012, Workforce Management: Managing Intra Day Service Levels
Oct 18, 2012, Teamwork Template: Building and Managing Teams
Oct 19, 2012, Optimizing Monitoring and Recording Technology
Oct 19, 2012, Workforce Management: Attendance & Adherence to Schedule
Oct 25, 2012, Proven Strategies for Call Center Workforce Retention
Oct 26, 2012, Performing a Call Center Satisfaction Audit
Oct 26, 2012, Workforce Management: Advanced Forecasting Techniques
Nov 1, 2012, Time Management: Planning the Supervisory Day
Nov 2, 2012, Developing a Listening and Customer Feedback System
Nov 2, 2012, Workforce Management: Design Dilemmas
Nov 8, 2012, Introduction to Call Center Workforce Management
Nov 9, 2012, Email Quality: Writing the Right Way
Nov 9, 2012, Workforce Management: Skill Based Routing Design
Nov 15, 2012, Introduction to Key Performance Indicators
Nov 15, 2012, Sales Coaching for Supervisors
Nov 16, 2012, Workforce Management: Skill Based Routing Challenges