Training
Small Call Centers Delivering Big Results
In-person Seminar. 2-day instructor-led training course. This two-day course is designed specifically for those running contact centers with less than 100 agents. We will explore creative ways to apply principles and utilize the tools
Call Center Management Certification Boot Camp
In-person Seminar. 5-day, instructor-led training course. Includes certification exam. This 5-day learning experience is perfect for management professionals making a lateral move to a call center, as well as those charged with building a new call center or improving an existing one.
Fundamentals of Call Center Workforce Management
In-person Seminar. 2-day, instructor led training course. This call center training course focuses on applying necessary principles of workforce management to overcome daily challenges of forecasting calls, scheduling staff, and managing service levels in your call center.
Call Center Metrics, Analytics and Reporting
In-person Seminar. 3-day training class. This is THE course on call center metrics, taught by James Abbott, the service engineer that literally wrote the book on the subject. This course fulfills hours requirements toward the Six Sigma Black Belt and the Call Center Engineering Certification (CCCE).
Designing Six Sigma Support Centers
In-person Seminar. 2-day training seminar. Every type of contact center is complex and requires well-designed, quality-oriented processes to perform satisfactorily. Applying science to service processes can ensure that your support center performs at optimum levels.
Call Center Engineering Boot Camp
In-person Seminar. This 5-day intensive bootcamp training course combines and presents material on the subjects of Call Center Engineering Boot Camp, Data Analytics, Reporting, and Six Sigma Call Center Design. Attendees will be introduced to the mathematical and statistical bases for high-performance call center re-engineering.
Call Center Manager Certification Training
In-person Seminar. 3-day instructor-led training course, includes certification exam. In years past, official industry certification training was limited to private corporate classes or abbreviated online courses. No more. With the release of CCMC version 2.0 in 2010, public instructor-led v2.0 Call Center Manager Certification training courses will be available to professionals in cities throughout the United States.
Workforce Management Certification Boot Camp
In-person Seminar. 3-day instructor-led training and certification. Under the guidance of workforce management authority Margaret Klenke, attendees will learn each and every step in the process: from forecasting, scheduling, and real-time respond strategies; to tactics for optimizing costs, coverage and service levels.
Email Elements: A Better Way to Connect with Your Customers
Own Your Own Email Training Program. This course is available in an extended version that you can own and tailor to provide your customer service and sales staff with the specific netiquette skills and online perspective they need to better handle customer emails.
Customer Service Stress Relief
Training DVD for Front-Line Customer Service Reps by Steve Coscia. Innovative, proactive stress-reducing ideas to minimize burnout. A methodical approach to immediate attitude improvement. Improved enthusiasm and vitality in serving your customers.
World Class Service
Training DVD for Front-Line Customer Service Reps by Steve Coscia. World class behaviors which will increase customer retention and yield higher profits. The front-line strategies will improve employee morale and result in a World Class Culture.
World Class Value Pack
Training DVDs and Consulting Package for Front-Line Customer Service Reps by Steve Coscia.