List of Exhibits

Chapter 4: Selecting and Training Call Center Staff

Exhibit 4-1: Excellence in Customer Service (One Day)

Exhibit 4-2: Contact Center Sales Skills (One Day)

Exhibit 4-3: Building Effective Listening Skills (Half Day)

Exhibit 4-4: Customer Service Skills for the Help Desk (One Day)

Exhibit 4-5: Collecting Overdue Accounts (One Day)

Exhibit 4-6: Managing Performance (Two or Five Days)

Exhibit 4-7: Service-Level Management (Two Days)

Exhibit 4-8: Coach Development (Four Days)

Exhibit 4-9: Monitoring, Analyzing, and Coaching (One Day)

Exhibit 4-10: Coaching for Results (Two Days)