USA

AZ, Phoenix

• Mar 2-4, 2009, Call Center Manager Certification

CA, Los Angeles

• Feb 24-26, 2009, Designing Effective Questionnaires
• May 25-27, 2009, Call Center Manager Certification

CA, San Diego

• Apr 6-8, 2009, Coaching and Mentoring for Improved Performance

CA, San Francisco

• Dec 2-3, Certified Customer Service Professional
• Dec 2-5, Management and Leadership Skills for New Managers
• Jan 27-28, 2009, Certified Customer Service Professional
• Feb 2-4, 2009, Call Center Manager Certification
• Feb 2-4, 2009, Call Center Metrics, Data Analytics and Reporting
• Feb 5-6, 2009, Designing Six Sigma Support Centers
• Feb 2-6, 2009, Call Center Engineering Certification Bootcamp
• June 22-24, 2009, Customer Satisfaction and Loyalty Research
• Aug 18-20, 2009, Designing Effective Questionnaires

CA, San Jose

• Jan 26-28, 2009, Communication and Negotiation Skills
• Feb 23-26, 2009, Management and Leadership Skills for New Managers

DC, Washington

• Dec 16-17, Essential Skills for Effective Incoming Call Center Management
• Dec16-19, Management and Leadership Skills for New Managers
• Feb 16-19, 2009, Management and Leadership Skills for New Managers
• Feb 18-20, 2009, Managing Outsourcing Contracts
• Mar 9-11, 2009, Coaching and Mentoring for Improved Performance
• Mar 16-18, 2009, Call Center Manager Certification
• Mar 23-25, 2009, Communication and Negotiation Skills
• May 13-15, 2009, Coaching and Mentoring for Improved Performance
• Jun 8-10, 2009, Managing Outsourcing Contracts

FL, Orlando

• Jan 7-9, 2009, Managing Outsourcing Contracts
• Feb 9-11, 2009, Call Center Manager Certification
• Mar 3-4, 2009, Improving the Effectiveness of IVR
• Mar 24-27, 2009, Management and Leadership Skills for New Managers

GA, Atlanta

• Feb 3-6, 2009, Management and Leadership Skills for New Managers
• Mar 16-18, 2009, Communication and Negotiation Skills
• Mar 16-18, 2009, Coaching and Mentoring for Improved Performance
• July 28-30, 2009, Call Center Manager Certification

IL, Chicago

• Dec 8-10, Communication and Negotiation Skills
• Dec 8-10, Coaching and Mentoring for Improved Performance
• Dec 16-19, Management and Leadership Skills for New Managers
• Feb 16-18, 2009, Call Center Manager Certification
• Mar 2-5, 2009, Management and Leadership Skills for New Managers
• Apr 12-13, 2009, Improving the Effectiveness of IVR
• Apr 28-30, 2009, Designing Effective Questionnaires
• June 8-10, 2009, Coaching and Mentoring for Improved Performance
• Oct 19-21, 2009, Customer Satisfaction and Loyalty Research

MA, Boston

• June 9-11, 2009, Call Center Manager Certification
• Aug 4-6, 2009, Customer Satisfaction and Loyalty Research
• Dec 1-3, 2009, Designing Effective Questionnaires

MD, Baltimore

• June 9-11, 2009, Designing Effective Questionnaires

MN, Minneapolis

• May 11-13, 2009, Call Center Manager Certification

NC, Raleigh

• Dec 2-5, Management and Leadership Skills for New Managers
• Mar 31-Apr 3, 2009, Management and Leadership Skills for New Managers
• Apr 27-29, 2009, Call Center Manager Certification
• Apr 30-May 1, 2009 Designing Six Sigma Support Centers
• Apr 27-29, 2009, Call Center Metrics, Data Analytics and Reporting
• Apr 27-May 1, 2009, Call Center Engineering Certification Bootcamp

NJ, Morristown

• Jan 26-28, 2009, Coaching and Mentoring for Improved Performance
• Mar 10-13, 2009, Management and Leadership Skills for New Managers

NV, Las Vegas

• Dec 9-10, Improving the Effectiveness of IVR
• Dec 9-10, Essential Skills for Effective Incoming Call Center Management
• Dec 9-10, Managing Sales in Call Centers: Boosting Revenues in a Service or Sales Environment
• Dec 15, Customer Relationship Management Strategies
• Dec 16-18, Call Center Manager Certification
• Dec 16-18, Call Center Six Sigma Blackbelt Masters Course
• Jan 13-16, 2009, Call Center Workforce Management Boot Camp
• Apr 13-15, 2009, Call Center Manager Certification
• Aug 17-19, 2009, Managing Outsourcing Contracts
• Dec 15-17, 2009, Call Center Six Sigma Blackbelt Masters Course

NY, New York

• Jan 12-14, 2009, Call Center Manager Certification
• Jan 20-22, 2009, Designing Effective Questionnaires
• Feb 2-4, 2009, Communication and Negotiation Skills
• Feb 10-13, 2009, Management and Leadership Skills for New Managers
• Mar 2-4, 2009, Customer Satisfaction and Loyalty Research

PA, Philadelphia

• Dec 2-4, Designing Effective Questionnaires

TX, Austin

• June 23-25, 2009, Call Center Manager Certification
• Jun 25-23, 2009, Call Center Six Sigma Blackbelt Masters Course

TX, Dallas

• Dec 9-12, Management and Leadership Skills for New Managers
• Mar 16-19, 2009, Management and Leadership Skills for New Managers
• Mar 30-Apr 1, 2009, Call Center Manager Certification

TX, Houston

• June 22-24, 2009, Coaching and Mentoring for Improved Performance

TX, San Antonio

• Jan 26-28, 2009, Call Center Manager Certification

VA, McLean

• Dec 1-3, Call Center Manager Certification
• Dec 1-3, Call Center Metrics, Data Analytics and Reporting
• Dec 1-5, Call Center Engineering Certification Bootcamp
• Dec 4-5, Designing Six Sigma Support Centers

WA, Seattle

• July 14-16, 2009, Call Center Manager Certification

Web-Based and Onsite Seminars

• Call Center Supervisor Certification
• Customer Service Representative Certification - Self Study
• Nov 20, Six Sigma Process : Basics and Beyond
• Jan 29, 2009, How to Recruit, Screen, and Hire Workforce
• Jan 30, 2009, Forecasting and scheduling: Data Collection and Analysis
• Feb 5, 2009, How to Retain Call Center Workforce
• Feb 6, 2009, Workforce Management : Forecasting Fundamentals
• Feb 6, 2009, How to Design Effective Call Center Quality Monitoring Forms
• Feb 12, 2009, How to Define Call Center Performance Goals and Measure Results
• Feb 12-Mar 26, 2009, CIAC Call Center People Management: Certification Prep Course
• Feb 13, 2009, Calculating Call Center Staff
• Feb 13, 2009, Calibrating Call Center Performance Evaluation Scores
• Feb 26, 2009, How to Diagnose and Treat Employee Performance Problems
• Feb 27, 2009, Workforce Management: Solutions to Scheduling Challenges
• Feb 27, 2009, Optimizing Call Center Monitoring and Recording Technology
• Mar 5, 2009, Fundamentals of Call Center Coaching
• Mar 6, 2009, Workforce Management: Managing Daily Service Levels
• Mar 6, 2009, Performing a Call Center Satisfaction Audit
• Mar 12, 2009, How to Improve Employee Motivation and Morale
• Mar 13, 2009, Workforce Management: Advanced Forecasting Techniques
• Mar 19, 2009, Call Center Teamwork Template: How to Build and Manage Teams
• Mar 26, 2009, Introduction to Call Center Key Performance Indicators
• Mar 27, 2009, Performing a Workforce Management Audit
• Apr 2, 2009, A Call Center Supervisor's Guide to Staffing and Scheduling
• Apr 3, 2009, Attendance and Adherence to Schedule
• Apr 7-May 19, 2009, CIAC Call Center Operations Management: Certification Prep course
• Apr 9, 2009, A Beginner's Guide to Understanding Call Center Technologies
• Apr 16, 2009, Six Sigma Process : Basics and Beyond
• Apr 23, 2009, Call Center Performance Management : Analysis and Reporting
• May 7, 2009, How to Recruit, Screen, and Hire Workforce
• May 8, 2009, Forecasting and scheduling: Data Collection and Analysis
• 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
• May 22, 2009, Calculating Call Center Staff
• May 28, 2009, How to Diagnose and Treat Employee Performance Problems
• May 29, 2009, Workforce Management: Solutions to Scheduling Challenges
• June 4, 2009, Fundamentals of Call Center Coaching
• June 5, 2009, Workforce Management: Managing Daily Service Levels
• June 11, 2009, How to Improve Employee Motivation and Morale
• June 12, 2009, Workforce Management: Advanced Forecasting Techniques
• 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

• Mar 17-20, 2009, Management and Leadership Skills for New Managers

ON, Toronto

• Nov 24-27, Management and Leadership Skills for New Managers
• Jan 26-29, 2009, Management and Leadership Skills for New Managers
• Feb 2-4, 2009, Communication and Negotiation Skills
• Mar 30-Apr 2, 2009, Management and Leadership Skills for New Managers

Caribbean

Europe

Asia Pacific