Contact and Call Center Best Practices
Featured Workshops
Contact and Call Center Training - Service Skills
This interactive program features simulation-based e-Learning that helps your reps learn complex
customer service skills in a safe, simulated environment.
The simulation e-Learning portion of the Call Center Training Service Skills workshop accounts for 80% of the training time and is expertly blended with facilitated exercises.
This proven design helps contact and
call center reps to further develop and reinforce skills
critical to their success.
Learn
more
about contact and call center service skills
Coaching and Mentoring
Get Call Center Coaching & Mentoring Programs
Help your contact and call center managers and coaches increase, sustain and continuously
improve rep performance over time.
The key to success is developing, following,
reinforcing, and monitoring key processes and skills to succeed in
your specific call center
environment.
Learn more about Coaching & Mentoring Programs
Strategy and Operations
Review Contact and Call Center Strategy & Operations
Improve call and contact center metrics and key performance
indicators in key areas such as:
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Technology
Analysis and Implementation
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Workforce and Resource
Management
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Consolidation Analysis
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Business Process
Improvement
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Traditional and Multi-Channel Communication
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Workforce Time Management
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Data Collection and Analysis
Learn more about
contact and call center strategy & operations
Inbound Selling
See Inbound Contact and Call Center Selling
Help call center representatives expand their role as
sales and service providers
learn more about Inbound Contact and Call Center Selling
Outbound Selling
Learn About Outbound Contact and Call Center Selling
Provide call center representatives with the best
practice skills they need to plan and carry out
telephone sales contacts with top customers
Cross Selling
Check Out Contact and Call Center Cross-Selling
Train one agent at a time or your entire call
center cross-selling best practices
Career Development
Understand Contact and Call Center Career Pathing
Assist contact center managers in defining best
practice activities and milestones that can be used to
create a development plan for call reps
Certification
Get Contact and Call Center Certification
Help call center professionals match the CIAC
competencies
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