Build Your Customer Service Management Toolkit

Get the best in customer service management education, from agent coaching methods to updates on the latest technology.

• Learn about the technologies, trends, and generational shifts impacting contact centers.
• Prepare your contact center for the multi-channel world.
• Learn to lead a contact center in the digital era.
• Learn how to coach agents effectively and create your dream service workforce.
• Learn how to keep teams engaged through culture, collaboration, and transparency.
• Optimize agent capacity and create collaborative workplace climates.
• See how artificial intelligence is changing customer service, from chatbots to analytics.
• Make better business decisions based on customer service data.

• Customer Service in the Fourth Industrial Revolution
• Understand How Customer Service Is Changing
• Learn How Generational Shifts Impact Customer Service
• Omni-Channel Readiness and Digital Engagement
• Define Omnichannel
• Make the Move from Analog to Digital
• Contact Center Leadership for Executives
• Develop Leadership Skills for the Contact Center
• Use Metrics to Bolster Your Business Case
• Use Data to Lead
• Build a Contact Center for the New Digital Era
• Communicate Like an Executive
• Customer Retention for Managers
• Manage Dissatisfied Customers in the Contact Center
• Deliver Proactive Customer Service
• Create a Stronger Contact Center Workforce
• Motivate Contact Center Agents
• Team Engagement for Customer Service Managers
• Keep Your Team Engaged in the Contact Center
• Use Chatter in the Contact Center
• Contact Center Operations
• Improve Contact Center Efficiency with Workforce Management
• Create a Climate for Collaboration
• Manage Temporary Service Agents
• Manage Remote Service Agents
• Artificial Intelligence for Customer Service
• Improve Customer Service Using Artificial Intelligence
• Understand Why Chatbots Matter to the Contact Center
• Service Metrics
• Get Started with Service Metrics
• Create a Service Metrics Strategy
• Analyze Your Service Data in Salesforce