We have provided consulting and learning solutions to students from more than 5,000 companies worldwide through a full range of education and training solutions to call center professionals. Choose the most effective method of delivering training for your teams.

• Site Licensing
• On Site Training
• Web Seminars
• E-learning curriculum
• Custom courses

Call Center courses are quickly customized with role-play and casework to represent “your typical customer call” at no cost to you.

Our training is highly interactive and includes practice, role-play, feedback and coaching. Training is adapted to each participant’s needs by assessing each student’s demonstrated skills and by coaching and reinforcing the appropriate skills for performance improvement.

2 Great New Seminars!!
Everything you need to know about First Call Resolution

Session 1: First Call Resolution and Everything You Need to Know About Metrics

Can you answer these 3 questions?

1. Are you using conflicting measures?
2. What do you need to know about First Call Resolution?
3. What are the key metrics that measure customer satisfaction and loyalty?

Get the Results you need by: Using Measures that Count. and Measuring your success in Call Quality, First Call Resolution, and meeting Customer Expectations!

Schedule a webinar - Pick the day and time that works for you:

1. April 21st 1:00 pm pacific time
2. April 22nd 9:00 am pacific time

Who should attend: Supervisors, coaches, quality managers Just one hour and it's only $199. Bring as many as you want to attend.

Session 2: First Call Resolution and Everything You Need to Know for Agents to Improve it

Learn:

1. How to improve First Call Resolution
2. Are you listening for both stated and unstated needs?
3. The steps can you take to ensure you are meeting your customer expectations

Schedule a webinar - Pick the day and time that works for you:

1. April28th 9:00 am pacific time
2. April 29th 1:00 pm pacific time

These webinars will answer your questions to help you determine how your Call Center is performing.

Who should attend: Supervisors, coaches, quality managers Just one hour and it's only $149 and if you attend both sessions, it is only $250. Bring as many as you want to attend.

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