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Fundamentals of Call Center Math,
Technology, and Workforce Management
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We deliver our most popular training classes via educational webinars.
Send your entire team to class for 90 minutes each week for one low price!
Managers, supervisors, and agents can benefit from these online training programs. Expand your knowledge with our upcoming webinars. Train on both basic and complex issues. Learn the basics of how a call travels from a customer site to an agent desktop. Hear complex network terminology explained in simple, practical terms. Learn how ACD and other technologies work and the “secrets” of getting the most out of them.
Click on the session name for more information.
Costs
The cost of each individual seminar connection is $300 for a 90-minute session. Buy 5 or more seminars or connections and get each one for only $275. Buy 10 or more seminars or connections and get each one for only $250.
Private sessions can be scheduled for $600 per 90-minute session.
Choose from 10 classes from our Certificate Series. Take a free online assessment to test your knowledge in each area. We will point you to the correct class to train and “fill in your gaps”. Call 201-505-1743 for further information on the certificate program.
How to Participate
Register for a class by calling 201-505-1743 x 29
For questions about these classes 615-812-8400
Access to all seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar you will receive an email with access instructions for the web portion and the telephone number to call. An unlimited number of students may participate around a single web/audio connection.
Cancellation Policy
You may cancel a class 48 hours before the class begins. Any cancellations after that will be charged a 10% processing fee.
About The Trainer
A Nashville, Tennessee based company that provides a full range of training solutions. Our mission is to equip professionals with the knowledge, skills, and abilities necessary for successful performance on the job. To foster this professional development, we provide standard education programs on a variety of topics, customized programs for workforce and industry vendors, and general consulting.
Founded by Penny Reynolds, Maggie Klenke, and Pamela Trickey, the company's co-founders formerly served as the founders, management team, and faculty of Call Center University (CCU).
Our services cover all aspects of management, including site selection and design, workforce planning, forecasting and scheduling, technology assessment and implementation, performance measurement, coaching and training, and strategic planning.
The Masters Series in Call Center Management was voted "Industry's Best Training Solution"
at the 2002 International Call Center Management Conference.
Many of the management processes that produce results in contacts centers are perceived as harsh and impractical in nearly every other part of the enterprise. In reality, however, there are more commonalities among the contact center and other areas of the enterprise than you may realize. Download the article, “Workforce Management Beyond the Contact Center” by Bill Durr, Principal Global Solutions Consultant at Verint® Systems, to learn how workforce management software can help organizations gain insight into staffing, processes, and productivity across all the areas of their operations that impact customers.
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Click here to download the white paper: Workforce Management Beyond the Contact Center