Make the most of your experience and seize the opportunity to be trained by the gold standard in contact center training. Highly recommended and included with your Training + Standard Conference Pass and Training Only Pass! Training classes take place October 21st and 22nd, 2024.
Registrants need to select their training course while completing the online registration process.
Contact Center Management Bootcamp
Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Instructor: Laura Grimes
The fundamental principles of contact center management that equip call center management professionals to build exceptional operations and careers.
Advance the success of your call center and achieve your professional career goals with a solid foundation in planning and managing an exceptional call center. Evolving customer expectations, the rise of social media, proliferating contact channels and the heightened strategic role of customer services are changing contact centers dramatically. You’ll learn how to apply the core principles of managing a contact center to these critical new environments. This course is guaranteed to give key staff involved in resource planning, call center analysis and performance reporting the tools necessary to make real, lasting, bottom-line financial impact.
Contact Center Strategy and Leadership
SOLD OUT
Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Instructor: Brad Cleveland
This executive-level planning workshop will provide the tools and direction necessary to develop, implement and manage a contact center strategy and leadership process.
Apply the lessons of the world’s best contact centers to transform your service and conquer new competitive challenges. You'll get the information, tools, and direction necessary to develop, implement, and manage a contact center strategy and leadership process—and then you and your colleagues will work through realistic exercises to discuss key contact center challenges. You'll leave with tools, techniques, and strategies you can implement immediately and for years to come.
Foundations in Contact Center Metrics
Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Instructor: Doug Tedder
Managing a contact center’s performance is more complicated now than ever before. The diversity of channels, technologies, and service offerings leaves behind a mess of data that can overwhelm even the most experienced of leaders. Achieving success today means having the ability to find and act on the metrics that truly matter most.
This course equips contact center leaders with the insights and resources they need to effectively define, measure, and achieve results. Participants will learn how to categorize key performance areas, establish leading indicators, accurately analyze results, and clearly articulate the contact center’s business impact.
Artificial Intelligence in the Contact Center
SOLD OUT
Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Instructor: Josh Streets
In recent years, leading companies have created or accelerated their strategies to gain efficiency and effectiveness in their contact centers using AI and automation. In this course, you will learn about the core concepts of AI and automation, how to align it with your customer experience strategy and service level commitments, how to build a case for funding, how to design the right architecture, and how to deliver measurable results that transform your organization.
You will leave this workshop with a refreshed sense of what the contact center of tomorrow will look like, including best practices, real examples, and a structured plan for moving your strategies forward. Whether you have a mature roadmap or you’re just getting started, this course is for you.
Contact Center Supervisor Fundamentals and People Management for Supervisors
Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM – 3:45 PM
Instructor: Wendy Fowler
Too often, managers promote their best agents to be supervisors without equipping them with vital new leadership skills that will determine their success in their new job role.
These classes will help supervisors develop needed leadership skills. They combine the fundamentals of the call center’s unique operating environment with general leadership and coaching skills to provide call center supervisors with a curriculum that is specifically suited to them, strengthening their role as the critical link between strategic goals and tactical performance.