Essential Skills and Knowledge - August 12-13, 2008 -- Boston, MA
Smart Strategy = Strong Leadership - August 19-20, 2008 -- Washington, DC - Seminar Symposium
Essential Skills and Knowledge - August 19-20, 2008 -- Washington, DC - Seminar Symposium
Improving the Effectiveness of Speech and IVR - August 19-20, 2008 -- Washington, DC - Seminar Symposium
Monitoring and Coaching for Improved Performance - August 19-20, 2008 -- Washington, DC - Seminar Symposium
Call Center Coaching - August 21, 2008 -- Washington, DC - Seminar Symposium
Measuring Call Center Effectiveness - August 21, 2008 -- Washington, DC - Seminar Symposium
Essential Skills and Knowledge - September 9-10, 2008 -- Toronto, ON, Canada
Essential Skills and Knowledge - September 9-10, 2008 -- Philadelphia, PA
Essential Skills and Knowledge - September 23-24, 2008 -- Dallas, TX
The Strategic Role of Support: Improve Experience and Drive Revenue
Reinventing Phone-Based Customer Service
Differentiate Your Contact Center While Reducing Agent Costs: It's Not a Myth; It's Reality!
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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Monitoring Part 1: Refining the Program - August 14, 2008 (2-4pm Eastern)
Adding Sales to a Service Environment - August 15, 2008 (2-4pm Eastern)
Monitoring Part 2: Setting the Right Standards - August 21, 2008 (2-4pm Eastern)
Absenteeism and Adherence to Schedule - August 22, 2008 (2-4pm Eastern)
Monitoring Part 3: Creating the Form - August 28, 2008 (2-4pm Eastern)
Handling Difficult Callers - September 12, 2008 (2-3:30pm Eastern)
Staffing & Scheduling Part 1: Science of Staffing - September 19, 2008 (2-4pm Eastern)
Staffing & Scheduling Part 2: Proven Practices - September 26, 2008 (2-4pm Eastern)
"I Love My Job": Encourage Lasting Motivation - September 26, 2008 (11am-1pm Eastern)
Staffing & Scheduling Part 3: Group Design - October 03, 2008 (2-4pm 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
