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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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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

Overcoming Cross-Functional Obstacles

Welcome to the Overcoming Cross-Functional Obstacles video lesson intended to give viewers solutions for common problems they may encounter when working on teams with members from different disciplines, departments, or even businesses.
Languages Icon English (US)
Duration Icon 8 Minutes

Office Ergonomics: Preventing Office Injuries

Welcome to the Preventing Office Injuries video lesson intended to teach viewers about what ergonomics is and how to prevent common musculoskeletal disorders that can happen in office work.
Languages Icon English (US)
Duration Icon 8 Minutes

Title IX: Understanding the Updates

Welcome to the "Title IX: Understanding the Updates" video lesson intended to provide an overview of the requirements under Title IX, including the updates effective in August of 2020.
Languages Icon English (US)
Duration Icon 11 Minutes

Transformative Thinking: Unleash Your Potential

Welcome to the Transformative Thinking: Unleash Your Potential video lesson intended to help viewers more effectively generate innovative and creative solutions.
Languages Icon English (US)
Duration Icon 7 Minutes

Working Remotely: Cybersecurity at Home

Welcome to the Working Remotely: Cybersecurity at Home video lesson intended to educate viewers on ways they can protect their company's data when working at home.
Languages Icon English (US)
Duration Icon 5 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

Assembling Cross-Functional Teams

Welcome to the Assembling Cross-Functional Teams video lesson intended to give viewers tips on putting together an effective and successful team that works together across departments, disciplines, or even companies.
Languages Icon English (US)
Duration Icon 7 Minutes

Office Ergonomics: Ergonomics at Your Desk

Welcome to the Ergonomics at Your Desk video lesson intended to teach viewers how to set up their workstation to be the most ergonomic.
Languages Icon English (US)
Duration Icon 4 Minutes

Fighting Fatigue

Welcome to the "Fighting Fatigue" video course intended to assist all workers in better understanding fatigue and how to avoid it at work.
Languages Icon English (US)
Duration Icon 22 Minutes

Fighting Fatigue: As a Manager

Welcome to the "Fighting Fatigue: As a Manager" video lesson created as a guide to avoid the dangers of fatigue in the workforce.
Languages Icon English (US)
Duration Icon 7 Minutes

Fighting Fatigue: As an Employee

Welcome to the "Fighting Fatigue: As an Employee" video lesson intended to help workers avoid the reality of workplace fatigue.
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

Office Ergonomics: Incorporating Wellness

Welcome to the Incorporating Wellness video lesson intended to teach viewers about wellness programs and practical ways to improve physical and emotional wellbeing.
Languages Icon English (US)
Duration Icon 6 Minutes

Office Ergonomics: Maintaining Neutral Positions

Welcome to the Maintaining Neutral Positions video lesson intended to teach viewers the best position for each area of their body as any awkward positions and movements can cause painful injuries.
Languages Icon English (US)
Duration Icon 4 Minutes

Office Ergonomics

This "Office Ergonomics" video course educates participants on the critical role of ergonomics in reducing injuries and improving overall well-being in the workplace.
Languages Icon English (US)
Duration Icon 30 Minutes
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