Call Center Learning Solutions Site Map

About Us

• Return on Investment
• What are Clients are Saying About CCLS

E-Learning

Call Center Manager Certification

• CIAC Certification Process
• CIAC Certification FAQ's
• CIAC On-Site Study Courses
• Leadership and Business Management On-Site Study Course
• Operations Management On-Site Study Course
• People Management On-Site Study Course
• Customer Relationship Management On-Site Study Course
• CIAC Web-Based Study Courses
• Leadership and Business Management Web Study Course
• Operations Management Web Study Course
• People Management Web Study Course
• Customer Relationship Management Web Study Course

Agent Courses

• What You Need to Know About the Call Center
• Learn to be Coached and Manage Your Career
• Customer Care and Call Handling Skills for Agents
• Dealing with Difficult Customers and Situations
• Handle Stress and Change
• Email - Learn to Write Right
• Teambuilding for Call Center Agents
• Add-on, Up Sell and Cross Selling Skills
• Solution Selling Inbound Agents
• Mastery Level Selling Skills for Agents - Selling Solutions Plus Solution
• Selling for Outbound Agents
• Account Management and Account Cycling Large Clients
• Collection Skills for Agents

Supervisor/Manager Courses

• Leadership and Strategy - Define Strategies and Direction
• Customer Relationship Management for Call Center Leaders
• Operations Management for Call Center Supervisors
• Operations Management for Call Center Leaders/Managers
• Operations Management for Outbound Call Center Leaders
• Metrics - Manage Call Center Key Performance Indicators
• VRU - Scripting for the VRU (Voice Response Unit)
• ACD Data - Use ACD Data to Manage Call Center Performance
• Calibrate Call Quality Across the Enterprise
• Coach Call Quality for Lead Agents
• Building Effective Call Center Teams
• Building a Call Center Culture and Employee Loyalty
• Design a Certification Program for Call Center Teams
• Hiring and Training in the Call Center
• Leadership and Management Skills For Call Center Supervisors
• Manage Change, Stress and Teams
• Manage Change, Teams and Time
• People Management for Call Center Leaders
• Performance and Conflict Management for Call Center Leaders
• Train the Trainer to Train

CCLS Courses taught on-your-site

License CCLS Courses and Train-your-trainers

Online Courses

• ISI eLearning Solutions
• Complete CSR Package
• Complete Call Center Supervisor Package
• Complete Collections Agent Package
• Complete Sales Agent Package
• PrimeLearning
• Prime Communication TM
• Prime Negotiation TM
• Prime Writing TM
• Prime Customer Care TM
• Prime Contact Center TM Agent
• Prime Call Center TM ABCs
• Prime Compliance TM Code of Conduct
• Prime Compliance TM Workplace
• Prime Compliance TM Safety
• Prime Compliance TM Business Ethics
• Prime Compliance TM Data Security
• Prime Finance TM
• Prime Diversity TM Awareness
• Prime Diversity TM Management
• Prime Manager TM
• Prime Team TM Building
• Prime Team TM Perfomance
• Prime Effectiveness TM
• Prime Problem TM Solving

Public Seminars

Web Seminars

Curriculum Planner-Learning Map

Seminar Calender

Articles, Books, Resources

• Top 10 Reasons To Have The CIAC Certification Credentials
• Investing in Management Development-A Critical Success Factor in Contact Centers
• What's so Important About Rules-based Smart Metrics?
• What Makes an Industry Leading Call Center?
• Contact Centers Not Equipping Supervisors to Manage Most Valuable Resource
• Retention: A Big Challenge
• The New Customer Loyalty Strategy for 2006
• Call Center Customer Relationship Management Handbook and Study Guide
• Call Center Manager's Jump Start Tool Kit
• Call Center Leadership and Business Management Handbook and Study Guide
• Call Center Operations Management Handbook and Study Guide
• Call Center People Management Handbook and Study Guide

Contact Us