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Customer Service > Call Centers > Call Center Human Resources > Call Center Training and Development > Formal Training
Formal Training Research

Managing Service-To-Sales Conversions in Call Centers: Training 
Non-members: Click here to sign-up for a complimentary tour of "Managing Service-To-Sales Conversions in Call Centers: Training" Study Overview: As inbound and outbound call center executives and managers transform their call centers into service and sales channels, they must design and implement cross-channel training curricula and programs that integrate the skills and behaviors required by both channels... (ID 4855)
Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $1489.89
Operating Today’s Call Center: Trends on Call Center Representatives 
This 28-slide PowerPoint presentation details metrics from 13 companies crossing several industries about today's call center representative... (ID 4389)
Companies Profiled: Citizens Bank of Canada, Nationwide Credit, Avnet, Express Scripts, more ...
Price: $834.95
Federal Express, General Electric: Spotlight on Employee Development and Retention 
Federal Express (Baldrige Winner) Plan for Career Development & Education Develop a Career Plan for Each Employee: Federal Express employs extensive certification procedures — which must be annually updated and renewed — to ensure competency in critical skill areas for all line jobs and management positions... (ID 3377)
Companies Profiled: FedEx, General Electric
Price: $9.95
Provide Innovative Orientation and Training Programs to Continuously Improve Call Center Performance 
Practices in this document include: Aligning availability of internal positions with rep development to attract high-value employees and reduce turnover... (ID 3037)
Companies Profiled: Sanford, Fellowes, Quality Park, Hunt, more ...
Price: $9.95
Deploy Intensive Marketing Training Programs to Instruct Employees on Segmentation Strategies 
As part of its commitment to training, one world-class company has developed a marketing “Boot Camp” for new marketing hires... (ID 3003)
Companies Profiled: FedEx
Price: $9.95
Provide Diverse Training to Build Reps' Skills 
Practices in this document include: Developing a long-range training plan to increase overall call center effectiveness... (ID 2997)
Companies Profiled: Baxter
Price: $9.95
Deliver Integrated Training to Support Employee Productivity and Service Excellence 
Practices in this document include: Employing a multi-phased team recruitment process to select the most qualified candidates... (ID 2953)
Companies Profiled: Saturn
Price: $9.95
Provide Effective Employee Training for After Sales Service and Support 
Best Practices observed how a world-class company provided effective employee training in order to improve afters sales service and support while reducing turnover... (ID 2516)
Companies Profiled: USAA
Price: $9.95

 


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