USA

AZ, Phoenix

• Oct 19-20, 2009, Call Center Supervisor Certification
• Oct 21-23, 2009, Call Center Manager Certification
• Feb 24-26, 2010, Survey Design and Data Analysis

CA, Los Angeles

• Sept 14-15, 2009, Call Center Foundations
• Sept 16-18, 2009, Call Center Manager Certification

CA, Pleasanton

• June 23-24, 2009, Certified Customer Service Professional

CA, Santa Clara

• Oct 5-7, 2009, Survey Design and Data Analysis

CA, San Diego

• July 13-14, 2009, Call Center Foundations
• July 13-14, 2009, Call Center Supervisor Certification
• July 13-15, 2009, Call Center Metrics, Data Analytics and Reporting
• July 13-17, 2009, Call Center Engineering Certification Bootcamp
• July 15-17, 2009, Call Center Manager Certification
• July 16-17, 2009, Designing Six Sigma Support Centers
• Dec 8-9, 2009, Improving the Effectiveness of IVR
• Dec 8-9, 2009, Call Center Strategic planning for executives
• Dec 8-9, 2009, Essential Skills for Effective Incoming Call Center Management

CA, San Francisco

• June 22-24, 2009, Customer Satisfaction and Loyalty Research
• Aug 18-20, 2009, Designing Effective Questionnaires

CA, San Jose

• Sept 28-30, 2009, Communication and Negotiation Skills
• Oct 13-16, 2009, Management and Leadership Skills for New Managers

CO, Denver

• July 21-22, 2009, Improving the Effectiveness of IVR
• July 21-22, 2009, Monitoring & Coaching for Improved Call Center Performance
• July 21-22, 2009, Call Center Strategic planning for executives
• July 23, 2009, Call Center Coaching: Getting Results
• July 23, 2009, Measuring Call Center Effectiveness

DC, Washington

• June 23-24, 2009, Call Center Workforce Management Fundamentals
• July 14-17, 2009, Management and Leadership Skills for New Managers
• Aug 17-19, 2009, Survey Design and Data Analysis
• Aug 18-19, 2009, Essential Skills for Effective Incoming Call Center Management
• Aug 20, 2009, Measuring Call Center Effectiveness
• Sept 14-15, 2009, Call Center Foundations
• Sept 14-16, 2009, Call Center Metrics, Data Analytics and Reporting
• Sept 14-18, 2009, Call Center Engineering Certification Bootcamp
• Sept 16-18, 2009, Call Center Manager Certification
• Sept 17, 2009, Customer Care Professional Certification
• Sept 17-18, 2009, Designing Six Sigma Support Centers
• Sept 17-18, 2009, Customer Care Supervisor Certification
• Sept 29-Oct 2, 2009, Management and Leadership Skills for New Managers
• Oct 14-16, 2009, Managing Outsourcing Contracts
• Dec 1-4, 2009, Management and Leadership Skills for New Managers

FL, Ft. Lauderdale

• Nov 4-6, 2009, Call Center Manager Certification

FL, Orlando

• Sept 15-18, 2009, Management and Leadership Skills for New Managers
• Nov 17-18, 2009, Essential Skills for Effective Incoming Call Center Management
• Nov 17-18, 2009, Call Center Strategic planning for executives
• Nov 17-18, 2009, Monitoring & Coaching for Improved Call Center Performance
• Nov 17-20, 2009, Call Center Workforce Management Boot Camp
• Nov 19, 2009, Call Center Coaching: Getting Results
• Nov 19, 2009, Measuring Call Center Effectiveness

FL, Tampa

• Jan 25-26, 2010, Call Center Foundations
• Nov 27-29, 2010, Call Center Manager Certification
• Jan 25-27, 2010, Call Center Metrics, Data Analytics and Reporting
• Jan 25-29, 2010, Call Center Engineering Certification Bootcamp
• Jan 28-29, 2010, Designing Six Sigma Support Centers

GA, Atlanta

• Oct 6-9, 2009, Management and Leadership Skills for New Managers
• Nov 5, 2009, Customer Care Professional Certification
• Nov 5-6, 2009, Customer Care Supervisor Certification
• Nov 10-11, 2009, Call Center Workforce Management Fundamentals
• Nov 16-18, 2009, Call Center Metrics, Data Analytics and Reporting
• Nov 16-20, 2009, Call Center Engineering Certification Bootcamp
• Nov 18-20, 2009, Call Center Manager Certification
• Nov 19-20, 2009, Designing Six Sigma Support Centers

IL, Chicago

• July 27-29, 2009, Communication and Negotiation Skills
• Aug 4-7, 2009, Management and Leadership Skills for New Managers
• Aug 17-18, 2009, Call Center Foundations
• Aug 17-18, 2009, Call Center Supervisor Certification
• Aug 17-19, 2009, Call Center Metrics, Data Analytics and Reporting
• Aug 17-21, 2009, Call Center Engineering Certification Bootcamp
• Aug 19-21, 2009, Call Center Manager Certification
• Aug 20-21, 2009 Designing Six Sigma Support Centers
• Sept 22-25, 2009, Management and Leadership Skills for New Managers
• Oct 19-21, 2009, Customer Satisfaction and Loyalty Research
• Oct 20-21, 2009, Essential Skills for Effective Incoming Call Center Management
• Oct 20-23, 2009, Call Center Workforce Management Boot Camp
• Nov 9-11, 2009, Communication and Negotiation Skills
• Nov 17-20, 2009, Management and Leadership Skills for New Managers

MA, Boston

• Aug 4-6, 2009, Customer Satisfaction and Loyalty Research
• Aug 25-26, 2009, Call Center Strategic planning for executives
• Aug 25-28, 2009, Call Center Workforce Management Boot Camp
• Sept 22-23, 2009, Improving the Effectiveness of IVR
• Dec 1-3, 2009, Designing Effective Questionnaires

MD, Baltimore

• Sept 15-16, 2009,Managing Sales in Call Centers: Boosting Revenues in a Service or Sales Environment
• Sept 17-18, 2009, Monitoring & Coaching for Improved Call Center Performance

MN, Minneapolis

• June 22-24, 2009, High Impact Communication
• June 24-25, 2009, Monitoring & Coaching for Improved Call Center Performance

NC, Raleigh

• July 28-31, 2009, Management and Leadership Skills for New Managers
• July 27-28, 2009, Call Center Foundations
• July 29-31, 2009, Call Center Manager Certification

NJ, Morristown

• Sept 1-4, 2009, Management and Leadership Skills for New Managers

NV, Las Vegas

• Aug 17-19, 2009, Managing Outsourcing Contracts
• Oct 5, 2009, Call Center Coaching: Getting Results
• Oct 5, 2009, Measuring Call Center Effectiveness
• Nov  2-4, 2009, Call Center Metrics, Data Analytics and Reporting
• Nov 2-6, 2009, Call Center Engineering Certification Bootcamp
• Nov 5-6, 2009, Designing Six Sigma Support Centers
• Dec 14, 2009, CRM Strategies
• Dec 14-15, 2009, Call Center Foundations
• Dec 15-17, 2009, Call Center Six Sigma Blackbelt Masters Course
• Dec 16-18, 2009, Call Center Manager Certification

NY, New York

• Aug 18-21, 2009, Management and Leadership Skills for New Managers
• Oct 5-6, 2009, Call Center Foundations
• Oct 5-6, 2009, Call Center Supervisor Certification
• Oct 5-7, 2009, Call Center Metrics, Data Analytics and Reporting
• Oct 5-7, 2009, Communication and Negotiation Skills
• Oct 5-9, 2009, Call Center Engineering Certification Bootcamp
• Oct 7-9, 2009, Call Center Manager Certification
• Nov 3-6, 2009, Management and Leadership Skills for New Managers

TX, Austin

• June 22, 2009, CRM Strategies
• June 22-23, 2009, Call Center Foundations
• June 23-25, 2009, Call Center Six Sigma Blackbelt Masters Course
• June 24-26, 2009, Call Center Manager Certification
• Oct 13-16, 2009, Implementing Lean Six Sigma in Call Centers

TX, Dallas

• Aug 31-Sept 1, 2009, Call Center Foundations
• Aug 31-Sept 2, 2009, Call Center Metrics, Data Analytics and Reporting
• Aug 31-Sept 4, 2009, Call Center Engineering Certification Bootcamp
• Sept 2-4, 2009, Call Center Manager Certification
• Sept 3-4, 2009, Designing Six Sigma Support Centers
• Sept 15-16, 2009, Call Center Workforce Management Fundamentals
• Sept 15-18, 2009, Management and Leadership Skills for New Managers
• Sept 22-23, 2009, Essential Skills for Effective Incoming Call Center Management
• Sept 24-25, 2009, Monitoring & Coaching for Improved Call Center Performance
• Oct 12-14, 2009, Communication and Negotiation Skills
• Dec 15-18 2009, Management and Leadership Skills for New Managers

TX, Houston

• June 22-24, 2009, Coaching and Mentoring for Improved Performance
• July 21-24, 2009, Management and Leadership Skills for New Managers
• Oct 19-20, 2009, Call Center Foundations
• Oct 21-23, 2009, Call Center Manager Certification
• Nov 16-17, 2009, Call Center Supervisor Certification

WA, Seattle

• Aug 4-5, 2009, Call Center Strategic planning for executives

Web-Based and Onsite Seminars

• Certified Call Center Supervisor - On-site Training
• Call Center Supervision - Web-Based Training and Certification Series
• Call Center Quality Assurance - Web-Based Training and Certification Series
• Call Center Workforce Management - Web-Based Training and Certification Series
• Customer Service Representative Certification - Self Study
• 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 5-Sept 16, 2009, Call Center Peoples Management: CIAC Certification Prep Course
• Aug 5-Sept 16, 2009, Call Center Leadership and Business Management: CIAC Certification Prep Course
• 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 27-Dec 8, 2009, Call Center Operations Management: CIAC Certification Prep Course
• Oct 28-Dec 9, 2009, Customer Relationship Management: CIAC Certification Prep Course
• 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

AB, Calgary

• Aug 18-19, 2009, Essential Skills for Effective Incoming Call Center Management
• Aug 20-21, 2009, Monitoring & Coaching for Improved Call Center Performance

ON, Ottawa

• June 23-26, 2009, Management and Leadership Skills for New Managers
• Sept 15-18, 2009, Management and Leadership Skills for New Managers
• Dec 15-18 2009, Management and Leadership Skills for New Managers

ON, Toronto

• July 6-8, 2009, Communication and Negotiation Skills
• July 20-23, 2009, Management and Leadership Skills for New Managers
• Oct 5-8, 2009, Management and Leadership Skills for New Managers
• Nov 2-4, 2009, Communication and Negotiation Skills
• Nov 10-11, 2009, Essential Skills for Effective Incoming Call Center Management
• Nov 12-13, 2009, Monitoring & Coaching for Improved Call Center Performance
• Dec 7-10, 2009, Management and Leadership Skills for New Managers

Caribbean & Latin America

DR, Santo Domingo

• Oct 19-21, 2009, Call Center Manager Certification

Guatemala, Guatemala City

• Jul 6-8, 2009, Call Center Manager Certification

Jamaica, Montego Bay

• Sept 9-11, 2009, Call Center Manager Certification

Bahamas, Nassau

• Jan 18-20, 2010, Call Center Manager Certification

Panama, Panama City

• Nov 9-11, 2009, Call Center Manager Certification

Trinidad, Port-of-Spain

• Nov 30-Dec 2, 2009, Call Center Manager Certification

Puerto Rico, San Juan

• Aug 3-5, 2009, Call Center Manager Certification

Europe

Asia Pacific