Getting To The Heart of Technical Support™
This facilitated or self-paced course teaches your technical support representatives the skills they need to deal with customers on a daily basis with the goal of maintaining solid relationships that result in customer loyalty.  The course includes self-paced, interactive workbooks and on-the-job exercises balanced with short trainer-led reviews.

Focus on Challenging Customers
A half-day training course designed to teach inbound agents how to effectively diffuse a caller’s emotions allowing both parties to focus on problem resolution.  Agents learn to distinguish between the technical and emotional aspects of servicing callers and how to use their verbal and vocal skills to control the emotion of the call.

Sales With Service
This course provides inbound call center agents with the skills and techniques they need to maximize selling opportunities in customer service calls. The course includes an introduction to using questioning to uncover needs, as well as selling skills to gain the customer's commitment.

Telephone Techniques That Work
This half day course teaches the call handling techniques needed to provide superior quality and professionalism in telephone contact with customers.  Through a variety of self-taped and group exercises, participants build their awareness and subsequently their verbal skills and vocal qualities.

Relationship TeleSelling
In this 3 day course, your telephone sales reps will learn to listen effectively and adapt their sales message to appeal to their prospect's communication style.  This builds relationships and enhances the effectiveness of every prospect conversation.  They will also learn to strategically use questions to maintain control and achieve their sales objective. 

Collecting With Style 
Collecting With Style is a comprehensive one-day course designed to help your reps increase their collections rate using "soft sell" techniques. The value to your company is greater profitability without jeopardizing customer loyalty.

Accent Reduction
Accent reduction is a two-hour self-paced web-based learning program designed for Contact Center agents who speak English with an accent.  Candidates for this training are agents who can read, write, understand and speak the English language, however, need instruction on pronunciation of specific phonemes, syllabication and stress on syllables to reduce their accent.  

Easy Writer at Work
EASY WRITER at work is a one-day facilitator-led course designed to teach participants a four-step, natural-writing process that enhances business communications.

Stress Busting Strategies
A one-day course designed to teach participants to form new habits that will reduce stress and have a positive impact on their emotional and physical well-being.

Managing Teams For Persistent Performance
This information-packed, three-day course provides supervisors with the knowledge and skills needed to build and maintain cohesive and productive work teams.

Supervising Within The Law
This information-packed course provides supervisors with the guidelines and skills needed to effectively supervisor agents while staying within the law.

Managing in A World of Diversity
The goal of this one-day course is to teach employees how to recognize and capitalize on the diversity of other people (customers or co-workers) to complement and achieve the organization’s goals and objectives. Bottom line, this training will help your employees understand how to create an awareness of diversity, understand the effects of diversity, and to use diversity as an opportunity for effective change management.

Easy Writer at Work
EASY WRITER at work is a one-day facilitator-led course designed to teach participants a four-step, natural-writing process that enhances business communications.

Stress Busting Strategies
A one-day course designed to teach participants to form new habits that will reduce stress and have a positive impact on their emotional and physical well-being