Upcoming Training Courses

Management Training Courses

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.

Call Center Management Certification Training Available in the Following Options:
  • In-Person
  • On-Site
  • On-Demand

Quality Assurance Courses

Details the requirements to build a “best-in-class” quality monitoring & assessment process. Identify agent behaviors that provide an excellent customer experience – – reduce customer effort, resolve issues & drive loyalty. Focus will include development of the assessment processes that will optimize your results, best practices in assessment form creation, and scoring metrics that will measure the result.

Call Center Quality Assurance Certification Training Available in the Following Options:
  • In-Person
  • Live Online
  • On-Site

Workforce Management Courses

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

Call Center Workforce Management Certification Training Available in the Following Options:
  • In-Person
  • Live Online
  • On-Site

Coaching for Performance Courses

Provides the tools required for call center coaches to improve agent performance. During the course we will review the role, responsibilities, and characteristics of an “ideal” coach. Attendees will discuss and understand management’s expectations and review the impact of call center metrics on agent performance. To better understand individual agent performance, we will examine any variance between performance goals and the status quo. Participants will learn to analyze agent performance using tools such as a gap analysis and the BenchmarkPortal coaching model.

Call Center Coaching For Performance Workshop Available in the Following Options:
  • Live Online

Questions For BenchmarkPortal

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