College of Call Center Excellence
Contact Center Training
Management Training
3 Day In Person Course
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Agent Training
On-Demand Course
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Designed to impart and instill best practices soft skills to the people who interact directly with your customers. Focus on improving the skills needed to add value to job performance and exceed customer expectations.
Quality Assurance
On-Demand Course
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Gain an understanding of the requirements necessary to build a “best-in-class” quality monitoring & assessment processes. Identify those agent behaviors that provide an excellent customer experience, i.e., reduce the customer effort to solve their problems, answer their questions & drive loyalty.
Supervisor Training
On-Demand Course
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This course will strengthen your supervisors’ overall skills and empower them with new techniques that will improve all aspects of your contact center performance. Build the skills that turn former agents into leaders & good supervisors into great supervisors.
Workforce Management
On-Demand Course
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This course covers the entire workforce management process from beginning to end: gathering data, forecasting models, staffing plans, budget & scheduling, etc. This course will focus on real-world examples of solutions that work in practice – not just theory.
Coaching for Performance
On-Demand Course
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Annual Call Center Campus Week in Phoenix, AZ
Symposium, Networking and 3 Training Courses
October 8-12, 2018
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This annual, unique call center industry event presents an opportunity for attendees to interact personally with peers and contact center leaders, hear about the latest research and emerging best practices, and bring home practical ideas to drive their call centers’ performance to the top.
The week is divided into a two-day symposium (Monday -Tuesday) which features talks and discussions to inspire innovative thinking and engage participants in exploring compelling ways to advance their performance. The second component is the classroom component (Wednesday – Friday), during which attendees can take one of four BenchmarkPortal certification courses (Manager, Workforce Management and Quality Assurance).
Training Delivery Options
In-Person Training (Public)
Management | Quality Assurance | Workforce Management | Coaching for Performance | Supervisor | Agent
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Courses are held at select Call Centers across the nation. The courses usually include a tour of the hosting center.
On-Site Training (Private)
Management | Quality Assurance | Workforce Management | Coaching for Performance | Supervisor | Agent
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Courses that are held at your contact center site and are tailored to your timing and content needs. Minimize time away from work and travel expenses.
On-Demand Call Center Training
Management | Quality Assurance | Workforce Management | Coaching for Performance | Supervisor | Agent
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When you need it, when you want it. We take advantage of today’s most modern techniques and try to keep our courses fun to encourage rapid learning.