Contact Center Technology - October 14-15, 2008 -- Baltimore, MD
WFM Boot Camp - October 14-17, 2008 -- San Diego, CA
Implementing Lean Six Sigma in Call Centers - Oct 14-17, 2008 -- Boston, MA
Essential Skills and Knowledge - October 14-15, 2008 -- Chicago, IL
Essential Skills and Knowledge - October 28-29, 2008 -- Seattle, WA
Essential Skills and Knowledge - November 11-12, 2008 -- Ponte Vedra, FL - Seminar Symposium
Smart Strategy = Strong Leadership - November 11-12, 2008 -- Ponte Vedra, FL - Seminar Symposium
Monitoring and Coaching for Improved Performance - November 11-12, 2008 -- Ponte Vedra, FL - Seminar Symposium
Workforce Management: The Basics and Beyond - November 11-12, 2008 -- Ponte Vedra, FL - Seminar Symposium
Call Center Coaching - November 13, 2008 -- Ponte Vedra, FL - Seminar Symposium
What Does Contact Center Self-Service Cost You? Stop Losing Customers and Revenues
Strategies for Building an Order-to-Cash Process for the Contact Center
Adding the Contact Center to the Unified Communications Mix with Microsoft
Managing the Unexpected Before Things Get Out of Control
Increasing the Customer Experience with an Intelligent Customer Front Door
Best Practices in Disaster Recovery and Business Continuity
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Staffing & Scheduling Part 3: Group Design - October 03, 2008 (2-4pm Eastern)
Understanding ACD Data - October 10, 2008 (2-4pm Eastern)
Designing a Call Center Incentive Program - October 17, 2008 (2-4pm Eastern)
Coaching Part 1: Improving Performance - October 24, 2008 (2-4pm Eastern)
The ABCs of Grammar - October 30, 2008 (2-3:30pm Eastern)
Coaching Part 2: Addressing Challenges - October 31, 2008 (2-4pm Eastern)
Building Call Center Culture - November 06, 2008 (2-4pm Eastern)
Coaching Part 3: Inspiring Employees - November 07, 2008 (2-4pm Eastern)
Metrics Part 1: Definitions & Pitfalls - November 14, 2008 (11am-1pm Eastern)
Words and Tone - November 20, 2008 (2-3:30pm Eastern)
Executives and the Contact Center
Supervisor Selection and Training
First-Contact Resolution
Agent Empowerment
Contact Center Staffing and Scheduling Practices
Multichannel Contact Center Report III
2007 Customer Satisfaction Measurement Report
Call Center Agent Wellness
2007 Call Center Quality Monitoring Study IV
2007 Call Center Cross-Selling Survey Report
2007 Call Center KPI/Performance Metrics Survey Report
Global Contact Centre Benchmarking Report 2007
Agent Turnover and Retention Report
2007 Call Center Recruiting and Hiring Practices Report
2006 Contact Center Customer-Facing Technologies Survey Report
