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TRAINING COURSE CATALOG

An ever-growing library of relevant training courses

Award-winning training content collections for your employees, customers, and partners across the globe. Our collections include thousands of courses professionally created for a more productive workplace.

Re-skill, upskill, or fill worker skill gaps and minimize risk with compliance training. Support retention and career mobility and best of all, create a positive culture.

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Duration

Identifying and Preventing Sexual Harassment

Identifying and Preventing Sexual Harassment addresses the alarming prevalence of workplace harassment, which affects over a quarter of employees and up to 85% of women.
Languages Icon English (US)
Duration Icon 32 Minutes

Sexual Harassment That Might Not Look Like Sexual Harassment (Part 3 of 6)

Some instances of sexual harassment are overt and obvious, but most are less clear-cut.
Languages Icon English (US)
Duration Icon 6 Minutes

Workforce Management Principles

A contact center is a bunch of people trying to work toward a bunch of different metrics, which has the potential to get difficult fast. Fortunately, intelligent workforce management can help keep things organized and on track.
Languages Icon English (US)
Duration Icon 6 Minutes

Your Most Important Metric Isn’t a Metric

The contact center universe is filled with so many metrics that you'd be forgiven for thinking that if it can't be measured then it must not be important.
Languages Icon English (US)
Duration Icon 6 Minutes

Anatomy of a Contact Center

Contact centers come in a million different shapes and sizes, but all of them have some things in common. This video details the main elements you'll see in your contact center, why each of them is critical, and how they relate to one another.
Languages Icon English (US)
Duration Icon 5 Minutes

Contact Center Excellence – Speaking the Language

Contact Center Excellence - Speaking the Language is a comprehensive, video-based training course designed for individuals at all experience levels, from entry-level staff to new managers.
Languages Icon English (US)
Duration Icon 36 Minutes

What Is a Contact Center?

You probably have some idea of what you think a contact center looks like. Maybe it's row upon row of cramped cubicles, or agents who revel in keeping you on hold for as long as humanly possible.
Languages Icon English (US)
Duration Icon 6 Minutes

Maintaining Work Culture Remotely

Welcome to "Maintaining Work Culture Remotely," a video lesson intended to provide strategies for retaining or creating a strong company culture for a dispersed workforce.
Languages Icon English (US)
Duration Icon 8 Minutes

Safety Awareness

Welcome to the "Safety Awareness" video course intended to help organizations and employees alike maintain a constant focus on safety at work.
Languages Icon English (US)
Duration Icon 35 Minutes

Safety Awareness: Best Practices

Welcome to "Safety Awareness: Best Practices," a video lesson meant to open learners' eyes to the various hazards they could encounter at work and what they can do to prevent accidents from happening.
Languages Icon English (US)
Duration Icon 8 Minutes

Safety Awareness: Creating a Safety Culture

Welcome to the "Safety Awareness: Creating a Safety Culture" video lesson, which describes how to transform your workplace culture into one that's characterized by safety and health.
Languages Icon English (US)
Duration Icon 7 Minutes

Safety Awareness: Job Safety Analysis (JSA)

Welcome to "Safety Awareness: Job Safety Analysis (JSA)," a video lesson devoted to explaining how to conduct a JSA.
Languages Icon English (US)
Duration Icon 8 Minutes

Working Remotely: Cybersecurity on the Go

Welcome to the Working Remotely: Cybersecurity On the Go video lesson intended to educate viewers on ways they can protect their company's data when working outside of the home or office.
Languages Icon English (US)
Duration Icon 5 Minutes

Communicating with Senior Leadership

Understanding the ins and outs of your contact center might come naturally to you, but that's not necessarily true for people who work in other parts of your business.
Languages Icon English (US)
Duration Icon 6 Minutes

Contact Center Excellence – Beyond The Metrics

Beyond the Metrics is a dynamic, video-based training series designed for both emerging and seasoned contact center leaders, focusing on the vital aspects of management that aren't easily quantifiable.
Languages Icon English (US)
Duration Icon 34 Minutes

Creating an Incredible Contact Center Culture

This video synthesizes elements from the previous videos into a step-by-step illustration of how successful contact center cultures are created. It also includes four key aspects of healthy business cultures that we haven't yet covered.
Languages Icon English (US)
Duration Icon 5 Minutes

Key Metrics: Answer Rate, Abandonment, Response Time & Occupancy

Service level and handle time are important metrics, but they're not the only ones you'll need to be familiar with. This video covers the other most commonly used metrics in contact centers, and you'll also see how they're all interrelated.
Languages Icon English (US)
Duration Icon 6 Minutes

Key Metrics: Service Level & Handle Time

No matter what kind of contact center you're in, there are some standard metrics you'll almost certainly be paying attention to.
Languages Icon English (US)
Duration Icon 6 Minutes

Measuring Agent Performance

With so many metrics in the contact center world, it might make sense to use those metrics to determine how well your agents are handling their jobs.
Languages Icon English (US)
Duration Icon 5 Minutes

Putting It All Together

This video synthesizes everything we've discussed so far into a few key principles that will help guide you for the rest of forever. That's not even an exaggeration. The stuff in this video is just that good.
Languages Icon English (US)
Duration Icon 7 Minutes

Staffing for Success

A contact center can't run very well if nobody's there to do anything.
Languages Icon English (US)
Duration Icon 6 Minutes

Understanding Your Workforce

It's difficult to create a great workplace culture if you don't know anything about the people who work for you.
Languages Icon English (US)
Duration Icon 6 Minutes

Fighting Fatigue: Causes and Effects of Fatigue

Welcome to the "Fighting Fatigue: Causes and Effects of Fatigue" video lesson intended to provide learners with a better understanding of fatigue in order to address it appropriately.
Languages Icon English (US)
Duration Icon 9 Minutes

Office Ergonomics: Implementing an Ergonomics Program

Welcome to the Implementing an Ergonomics Program video lesson intended to teach viewers the different types of ergonomics, as well as how-and why-organizations should implement an ergonomic program.
Languages Icon English (US)
Duration Icon 8 Minutes
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