USA

AZ, Phoenix

• Oct 14-15, Essential Skills for Effective Incoming Call Center Management
• Oct 14-15, Call Center Strategic Planning and Leadership for Call Center Executives

CA, Los Angeles

• Oct 6-8, Call Center Manager Certification
• Oct 28-31, Management and Leadership Skills for New Managers
• Nov 18-19, Essential Skills for Effective Incoming Call Center Management

CA, Sacramento

• Nov 10-12, Communication and Negotiation Skills

CA, San Francisco

• Sept 9-11, Designing Effective Questionnaires
• Oct 15-16, Certified Customer Service Professional
• Nov 13-14, Certified Customer Service Professional
• Dec 2-5, Management and Leadership Skills for New Managers

CA, San Jose

• Oct 27-29, Communication and Negotiation Skills
• Nov 4-7, Management and Leadership Skills for New Managers
• Jan 26-28, 2009, Communication and Negotiation Skills
• Feb 23-26, 2009, Management and Leadership Skills for New Managers

CO, Denver

• Oct 6-8, Communication and Negotiation Skills

DC, Washington

• Sept 8-10, Call Center Manager Certification
• Sept 8-10, Call Center Metrics, Analytics, and Reporting
• Sept 8-12, Call Center Engineering Certification Bootcamp
• Sept 11-12, Designing Six Sigma Support Centers
• Sept 16-19, Management and Leadership Skills for New Managers
• Sept 22-24, Communication and Negotiation Skills
• Oct 20-22, Managing Outsourcing Contracts
• Dec 16-17, Essential Skills for Effective Incoming Call Center Management
• Dec16-19, Management and Leadership Skills for New Managers
• Feb 16-19, 2009, Management and Leadership Skills for New Managers
• Feb 18-20, 2009, Managing Outsourcing Contracts
• Mar 16-19, 2009, Call Center Manager Certification
• Jun 8-10, 2009, Managing Outsourcing Contracts
• Mar 23-25, 2009, Communication and Negotiation Skills

FL, Orlando

• Sept 15-17, Managing Outsourcing Contracts
• Sept 23-26, Management and Leadership Skills for New Managers
• Jan 7-9, 2009, Managing Outsourcing Contracts
• Mar 24-27, 2009, Management and Leadership Skills for New Managers

FL, Ponte Vedra

• Nov 11-12, Essential Skills for Effective Incoming Call Center Management
• Nov 11-12, Monitoring & Coaching for Improved Call Center Performance
• Nov 11-12, Call Center Workforce Management: The Basics and Beyond
• Nov 12-13, Call Center Strategic Planning and Leadership for Call Center Executives
• Nov 13, Measuring Call Center Effectiveness
• Nov 13, Call Center Coaching: Getting Results

GA, Atlanta

• Oct 7-10, Management and Leadership Skills for New Managers
• Nov 11-12, Call Center Workforce Management Fundamentals
• Nov 17-19, Call Center Manager Certification
• Nov 17-19, Communication and Negotiation Skills
• Nov 17-19, Call Center Metrics, Analytics, and Reporting
• Nov 17-21, Call Center Engineering Certification Bootcamp
• Nov 20-21, Designing Six Sigma Support Centers
• Feb 3-6, 2009, Management and Leadership Skills for New Managers
• Mar 16-18, 2009, Communication and Negotiation Skills

IL, Chicago

• Sept 8-10, Communication and Negotiation Skills
• Oct 14-15, Essential Skills for Effective Incoming Call Center Management
• Oct 14-15, Improving the Effectiveness of IVR
• Oct 14-17, Management and Leadership Skills for New Managers
• Nov 17-19, Customer Satisfaction and Loyalty Research: Managing, Measuring, Analyzing and Interpreting
• Dec 8-10, Communication and Negotiation Skills
• Dec 16-19, Management and Leadership Skills for New Managers
• Mar 2-5, 2009, Management and Leadership Skills for New Managers

MA, Boston

• Oct 14-17, Implementing Six Sigma in Call Centers
• Oct 21-24, Management and Leadership Skills for New Managers
• Nov 3-5, Communication and Negotiation Skills
• Nov 18-20, Call Center Manager Certification

MD, Baltimore

• Oct 14-15, Contact Center Technology: What Works, What's New, What Drives Results

NC, Raleigh

• Oct 13-15, Communication and Negotiation Skills
• Dec 2-5, Management and Leadership Skills for New Managers
• Mar 31-Apr 3, 2009, Management and Leadership Skills for New Managers

NJ, Morristown

• Sept 9-12, Management and Leadership Skills for New Managers
• Mar 10-13, 2009, Management and Leadership Skills for New Managers

NV, Las Vegas

• Dec 9-10, Improving the Effectiveness of IVR
• Dec 9-10, Essential Skills for Effective Incoming Call Center Management
• Dec 9-10, Managing Sales in Call Centers: Boosting Revenues in a Service or Sales Environment
• Dec 15, Customer Relationship Management Strategies
• Dec 16-18, Call Center Manager Certification
• Dec 16-18, Call Center Six Sigma Blackbelt Masters Course
• Aug 17-19, 2009, Managing Outsourcing Contracts

NY, New York

• Nov 3-5, Communication and Negotiation Skills
• Nov 11-14, Management and Leadership Skills for New Managers
• Feb 2-4, 2009, Communication and Negotiation Skills
• Feb 10-13, 2009, Management and Leadership Skills for New Managers

OH, Columbus

• Sept 15-17, Communication and Negotiation Skills

OH, Cincinnati

• Oct 22-23, Designing Effective Questionnaires

PA, Philadelphia

• Sept 9-10, Essential Skills for Effective Incoming Call Center Management
• Sept 29-Oct 1, Communication and Negotiation Skills
• Dec 2-4, Designing Effective Questionnaires

TN, Memphis

• Oct 20-22, Call Center Manager Certification

TX, Austin

• Oct 27-29, Call Center Manager Certification
• Oct 27-29, Call Center Metrics, Data Analytics, and Reporting
• Oct 27-31, Call Center Engineering Certification Bootcamp
• Oct 30-31, Designing Six Sigma Support Centers

TX, Dallas

• Sept 23-24, Essential Skills for Effective Incoming Call Center Management
• Sept 23-24, Monitoring & Coaching for Improved Call Center Performance
• Oct 20-22, Communication and Negotiation Skills
• Dec 9-12, Management and Leadership Skills for New Managers
• Mar 16-19, 2009, Management and Leadership Skills for New Managers

VA, McLean

• Dec 1-3, Call Center Manager Certification
• Dec 1-3, Call Center Metrics, Data Analytics and Reporting
• Dec 1-5, Call Center Engineering Certification Bootcamp
• Dec 4-5, Designing Six Sigma Support Centers

WA, Seattle

• Oct 28-29, Essential Skills for Effective Incoming Call Center Management

Web-Based Seminars

• Customer Service Representative Certification - Self Study
• Aug 29, How to Plan a Successful Customer Satisfaction Survey Project
• Sept 04, Call Center Workforce Recruiting, Screening, and Hiring
• Sept 11, How to Retain Call Center Workforce
• Sept 18, How to Define Call Center Performance Goals and Measure Results
• Sept 25, How to Diagnose and Treat Employee Performance Problems
• Oct 2, Fundamentals of Call Center Coaching
• Oct 4, How to Properly Calibrate Call Center Performance Evaluation Scores
• Oct 9, How to Improve Employee Motivation and Morale
• Oct 10, How to Plan a Successful Customer Satisfaction Survey Project
• Oct 8-Nov 19, Call Center Operations Management and Certification Preparation
• Oct 8-Nov 19, Customer Relationship Management and Certification Preparation
• Oct 16, Call Center Teamwork Template: How to Build and Manage Teams
• Aug 1, How to Design Effective Call Center Quality Monitoring Forms
• Oct 23, Introduction to Call Center Key Performance Indicators
• Oct 30, A Call Center Supervisor's Guide to Staffing and Scheduling
• Oct 31, Optimizing Call Center Monitoring and Recording Technology
• Nov 6, A Beginner's Guide to Understanding Call Center Technologies
• Nov 13, Call Center Performance Management : Analysis and Reporting
• Nov 20, Six Sigma Process : Basics and Beyond

Canada

ON, Ottawa

• Mar 17-20, 2009, Management and Leadership Skills for New Managers

ON, Toronto

• Sept 9-10, Essential Skills for Effective Incoming Call Center Management
• Nov 10-12, Communication and Negotiation Skills
• Nov 24-27, Management and Leadership Skills for New Managers
• Jan 26-29, 2009, Management and Leadership Skills for New Managers
• Feb 2-4, 2009, Communication and Negotiation Skills
• Mar 30-Apr 2, 2009, Management and Leadership Skills for New Managers

Caribbean

Europe

Asia Pacific