This FREE module will introduce the Team Leader/Supervisor to the critical process of Quality Monitoring in the contact center and will address many of the pitfalls of...

In this fun and interactive course, participants will be led through the LAMA journey to uncover the tools, rules and words that work best when striving to build a...

The highest levels in the company aren’t always the closest to the customer experience, yet they are charged with inspiring the customer-focused organization. This...

In this program, participants will learn the difference between developmental and evaluative Coaching, how to identify a “small win opportunity” in calls, email, live...

This online course will introduce the Team Leader/Supervisor to the key area of Forecasting, Staffing and Scheduling, which is comprised of 3 critical components:...

You will gain a deeper understanding on: Hearing the Voice of the Customer; Quality Management and Monitoring; Managing Teams and Agent Performance.

You will learn how to identify your company's brand voice and teach your customer service agents to write in that voice. You'll also learn how using a consistent brand...

This three-part course series will examine how smart consumer engagement strategies can optimize the customer experience and build loyalty.

Training must be remembered in order to be utilized. Stories are an easy tool for creating meaningful and memorable learning experiences. In our first 1-hour webinar,...

What’s your next move? Building the case for an effective CX Strategy across the enterprise. Being a customer-centric company isn’t just about having the best...

Whether you are new to Excel reporting or are looking to brush up on your skills, this course will prepare you for more advanced training in creating and maintaining...

This online program will equip you with essential skills to leverage live chat in your customer care and engagement operations. This comprehensive three-part training...

This online program will equip you with unique approaches to maximize the customer experience in the social space and engage in proactive social customer care. Gain...

This set of five course modules will introduce the Team Leader/Supervisor to the most important concepts and processes in the contact center environment. It will...