From the Call Center Learning Center


Call Center e-Learning Module Series

Who would benefit from our e-Learning Modules?

Centerserve's tutorial series are designed to provide management with insight into the changing environment of the contact center. Tutorials are written by industry experts. 

Register with Centerserve to receive new e-Learning modules and special product discounts.


View tutorials by:  
 
Motivating Agents    
 Module 1: The most motivating job factors for agents    
 Module 2: Dispelling the "incentives" myth    
 Module 3: Desired vs. required job factors    
     
The Call Center Model
Module 1: What is the health of your call center?
Module 2: Call center health starts with strategy
Module 3: Build your call center process 'muscle'
Module 4: Boost your process improvement know-how    
Module 5: Planning for technology decisions    
Module 6: Human resources    
Module 7: Your call center facility    
Module 8: Change Management and Project Management    
     
Hiring, Training and Keeping the Best Agents    
Module 1: Hiring the Best Agents    
Module 2: Trends in Hiring Agents    
Module 3: Key Elements in New Agent Training    
     
"Best in Class" Call Centers    
Module 1: Skilled Workforce    
Module 2: Strategy    
Module 3: Technology    
Module 4: Management    
Module 5:Quality Monitoring    
 
Cutting Costs: Where do I begin?
 Module 1: A foundation for controlling call center costs
 Module 2: Identifying potential cost control activities
 Module 3: Prioritizing and selecting cost reduction activities
 

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To see a complete list of our call center tutorial archive click here.


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