The primary focus of our business is education. Customers of The Call Center School can choose from our library of standard courses or we can custom-develop a class to meet your center's unique needs.

Frontline Fundamentals
Core Program

The five-part Frontline Fundamentals series includes the following topics:

• The Power of One: The Difference One Agent Can Make
• Vocal Makeover: Techniques for a Winning Voice
• First Class Phone Manners: The Absolute Musts of Telephone Best Practices
• Power Phrasing: Winning Word Choices for Effective Communication
• Tyrant Turnaround: Going from Difficult to Delighted Callers

Frontline Electives

• The Art of Upselling: Tips for Making the Sale
• Email Essentials: Frontline Guide for Writing Effective Emails
• Collections Calling: Steps and Strategies for Telephone Collections

Call Center Supervision
The ten-part Call Center Supervision series includes the following topics:

• Making the Match: Recruiting and Hiring Call Center Staff
• Finders Keepers: Proven Strategies for Staff Retention
• Setting the Standards: Defining Peformance Goals and Objectives
• Don't Know, Can't, Won't Model: Diagnosing and Treating Performance Problems
• Fundamentals of Coaching: Techniques for Shaping Employee Performance
• Motivation Marvels: 100 Ways to Improve Motivation and Morale
• Teamwork Template: Techniques for Building and Managing Teams
• Introduction to Workforce Management: What All Call Center Staff Need to Know
• Key Performance Indicators: Managing and Reporting the Numbers
• Introduction to Call Center Technologies: A Beginner's Guide

Call Center Operations
The five-part Call Center Operations series includes the following topics:

• Introduction to Workforce Management: What All Call Center Staff Need to Know
• Key Performance Indicators: Managing and Reporting the Numbers
• Introduction to Call Center Technologies: A Beginner's Guide
• Business Process Improvement: Six Sigma and Beyond
• Analytics and Reporting: Developing a Call Center Communications Plan

• FMLA and the Call Center
• Measuring Forecast Accuracy
• Ten Common Mistakes in Handling Email Contacts
• The Math of Call Center Staffing – Understanding Critical Trade-offs
• Performing a Call Center Consolidation Analysis
• ABCs of Staffing for Outbound Telephone Calls
• Calculating Crucial Turnover Metrics

Leadership/Business
The five-part Leadership/Business Management series includes the following topics:

2008 Leadership Sessions

• A Winning Vision: Strategic Planning for Call Center Leaders
• Creating a Sales Culture: Optimizing Sales Performance in the Call Center
• Voice of the Customer: Developing a Systematic Listening/Feedback System
• Making the Case: Business Case Development and Project Management
• Dollars and Sense: Basics of Finance for Call Center Professionals

2008 Special Topics

• Blueprint for Success: Charting a Course for Personnel Development

Workforce Management
The Workforce Management series includes the following topics:

Core Program

• Data Collection and Analysis: Getting Off to the Right Start
• Forecasting Fundamentals: Proven Practices for Predicting Call Workload
• Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs
• Scheduling Principles and Problems: Solutions to Scheduling Challenges
• Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service

• Advanced Forecasting Techniques: Fine-Tuning Workload Predictions
• Advanced Scheduling Techniques: Improving Coverage and Effectiveness
• Attendance and Adherence: Getting and Keeping Bodies in Seats
• Skill-Based Routing Complexities: Traditional and Multi-Channel

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Quality Assurance
The five-part Quality Assurance series includes the following topics:

• Satisfaction Guaranteed: Performing a Call Center Satisfaction Audit
• Building a Quality Form: Designs for Performance Excellence
• Calibration Corner: Best Practices in Calibration and Scoring
• Fundamentals of Coaching: Techniques for Shaping Employee Performance
• Making the Most of QM Systems: Optimizing Monitoring and Recording Technology

Call Center Technical
The Call Center Technical series includes the following topics:

• Making the Most of ACD: Understanding Routing and Reporting Capabilities
• Making the Most of IVR: Design, Scripting, and Creative Uses of IVR
• Speech Technologies in Today's Call Center
• Traffic Engineering: Mathematical Modeling for Call Center Resources

Nortel/Symmetrics
Ensure you can leverage the reporting capabilities in Nortel Contact Center/Symposium. This offering consists of 5 modules, each 90 minutes in length, and is conveniently delivered via the web. Each module is designed to be taken independently and users can sign up for single modules if they choose; however, maximum value is gained when all sessions are taken in succession as a complete series. Starting with the first module, which starts at a very high level, each successive module builds on the previous, and as you proceed through them, you will be exposed to more technical detail and a deeper understanding of reporting within Nortel Contact Center/Symposium.
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