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The SOURCE for Contact Centers

The College of Call Center Excellence

Call Center Training

Quality Assurance

Management Training

Workforce Management

Coaching for Performance

Workforce Management Certification Training

call center workforce manager

This course covers the entire workforce management process from the foundation, gathering data, scheduling and staffing, results reporting, forecasting models, staffing plans, budget & scheduling, Erlang C staffing model & change management. We include lessons that benefit attendees from any sized organization, large and small, with real-world examples of solutions that work in practice - not just theory.

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Call Center Management Certification Training

call center manager

This course is composed of ten information-rich modules (Leadership, HR, Technology, Quality Monitoring, Coaching, Caller Sat, WFM, Self-Service, Benchmarking, Analytics & reporting) that cover all aspects of call center management using practical problem solving and current call center best practices. These courses will help you better manage your call center and strengthen relationships with other departments.

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Call Center Quality Assurance Certification Training

call center quality assurance

Gain an understanding of the requirements necessary to build a "best-in-class" quality monitoring & assessment process. Identify those agent behaviors that provide an excellent customer experience, i.e., reduce the customer effort to solve their problem, answer their question & drive loyalty. From this knowledge comes the development of the assessment processes, form for assessment & the scoring metrics that will measure the result.

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Call Center Certified Agent Training

call center workforce manager

We'll help you with training, designed to help the skills and professional capabilities of your contact center personnel. The program is designed to focus on improving the skills needed to add value to job performance and exceed customer expectations. By improving skills, agents can increase profits, enhance the value of the Contact Center and increase their personal value and loyalty to the company.

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Call Center Supervisor Training

call center manager

This course will strengthen your supervisors’ overall skills and empower them with new techniques that will improve all aspects of your contact center performance. Our communication, negotiation & team building modules are designed to build the skills that turn former agents into leaders & good supervisors into great supervisors. 

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Call Center Coaching For Performance Workshop

This course has been designed to provide the tools required for call center coaches to sustain & improve agent performance. During the course we will review the role, responsibilities, & characteristics of an “ideal” call center coach. This course will help the coach understand management’s expectations & review the impact of call center metrics on agent performance. In order to better understand individual agent performance, we will examine any variance between performance goals and the status quo. The coach will then analyze agent performance using tools such as a gap analysis and the BenchmarkPortal coaching model.

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Call Center Online Training​​Live Online Call Center Training

Our live online call center training provides a cost-effective way to maximize your training, provide virtual training in your call center or home, and cover the key challenges you need to successfully elevate your contact center to new levels of excellence.

Our experienced certified instructors make the difference. For call center professionals looking to enhance their skills and insights on a wide range of subjects, there is no better program. The call center training courses are designed to let you customize the learning experience by focusing on specific areas of interest. All courses cover the key challenges you need to successfully elevate your contact center to new levels of excellence.

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​​On-Site Customized Call Center Training - Delivered Straight To Your Center

Our on-site call center training provides a cost-effective way to optimize training for your specific needs.  Our expert instructors will work with you to ensure that the curriculum is geared toward your problems and aimed at attaining your goals -- so that you can successfully elevate your contact center to new levels of excellence.

  • The instruction can include use of your data and your operational circumstances, for maximum impact
  • Teachers will customize the experience by focusing on specific areas of interest to you.
  • Save on employee travel cost
  • Minimize time away from work

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Call Center Campus Las Vegas, Nov 10-14, 2014

BenchmarkPortal’s College of Call Center Excellence will conduct its Call Center Campus Week next November in Las Vegas. This annual, unique call center industry event presents an opportunity for attendees to get on the fast track to upgrade customer service and to drive their call centers’ performance to the top.

Industry experts, along with BenchmarkPortal’s premier team of instructors, will lead and guide classes and group discussions that explore call center challenges and emerging trends in the industry. The two-day symposium - unlike any other - features talks and discussions to inspire innovative thinking and engage participants in exploring compelling avenues for advancing the call center industry.

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Workshops Include Benchmarking Your Center

One of the main things that separates our call center training from others is that we use benchmarking to demonstrate our best practices and training. BenchmarkPortal has the world’s largest database of call center metrics and all of our students participate in our call center benchmarking survey as part of this course.

 
An additional benefit that you will gain by submitting your benchmarking data is an entry into this years Top 100 Call Center Contest. In order to win your call center must be an inbound call center located in the United States or Canada. All Top 100 companies from each group will have the opportunity to secure use of the Top 100 Seal on all marketing pieces and monetary prizes will be awarded to fund a celebratory event for the winning centers.
Top 100 Call Centers Contest