For Call Centers

Call Center training, Contact Center training, Help Desk training, and phone skills training are fast growing segments of customer service training.

Traditional customer service skills such as rapport building and complaint handling need to be supplemented with phone skills like specialized greetings, tone of voice, holds and transfers, use of key words like my pleasure and delighted, and customer ownership.

Additionally, all phone skills training should be supplemented with call monitoring measurement, training, and feedback. Use and return to this page for all your Call Center and phone skills training. Plus look through the other pages of this directory for relevant support for your efforts.

Customer Service Telephone Skills Training

 Phone Skills Trainer - Affordable and effective training, from basic etiquette to advanced complaint handling techniques. Available in e-learning, DvD video or onsite workshops. For receptionists, call centers, help desks and other telephone customer service representatives.
     -- http:www.phoneskillstrainer.com

Call Center Training to improve Customer Focus : CallCenterTraining.Net. Helps Call Centers and Help Desks achieve improved customer service and loyalty through phone skills training supported by focused monitoring and coaching
     -- http://www.callcentertraining.net


• Impact Communications, Inc. - Presentation skills training, phone skills training for inside sales, customer service representatives and supervisors.
  -- http://www.impactcommunicationsinc.com    
  
  
• The Voice Institute - Providing Communication training including voice improvement, diction, accent reduction, stuttering, coaching for presentation skills/public speaking, phone use and social skills.
  -- http://thevoiceinstitute.com/  
  
  
• Time Out Development Training - Details of programmes for groups and businesses in areas such as stress management and presentation skills, with a brief note on the proprietor and phone and e-mail contacts.
  -- http://www.timeoutdevelopment.com/    

Call Center Management

Sponsor Site Link

• Datapoint - Provides call center management services.
  -- http://www.datapoint.com/    
  
  
• NetKeeper - A leading provider of help desk, CRM, call center and network management software solutions for the LAN /WAN and Internet.
  -- http://www.netkeeper.com    
  
  
• Firstwave Technologies Inc, - Web-based flexible customizable Customer Relationship Management (CRM) software, providing marketing, sales and service organizations with call-center and integrated sales performance customer care solutions.
  -- http://www.firstwave.com/    
  
  
• Ansapoint Call Center Software - Provider of online workforce management tools for forecasting agent staffing requirements at call centers.
  -- http://www.ansapoint.com    
  
  
• Call Center Technologies - Offering onscreen and wallboard visual management information tools such as Visual IS and ACDView for call centers and help desks. Other products include ACDStor, a Windows based software package that captures ACD data.
  -- http://www.callctrtech.com    

Index of Call Centers

Sponsor Site Link

• Call Center Technologies - Offering onscreen and wallboard visual management information tools such as Visual IS and ACDView for call centers and help desks. Other products include ACDStor, a Windows based software package that captures ACD data.
  -- http://www.callctrtech.com 
  
  
• InRound Innovations Inc. - Company offers products and services for contact centers and call centers. Areas of focus include workforce management, training, customer relationship management and quality observation. Company based in Ottawa, Canada.
  -- http://www.inround.com  
  
  
• Ansapoint Call Center Software - Provider of online workforce management tools for forecasting agent staffing requirements at call centers.
  -- http://www.ansapoint.com 
  
  
• Dees Communications - Specializes in sophisticated productivity and quality measurement solutions for call centers.
  -- http://www.dees.com/  
  
  
• Incoming Calls Management Institute - An international training and consulting firm, providing educational seminars and materials for managers of incoming call centers.
  -- http://www.incoming.com/  

Contact Centers and Help Desks

Sponsor Site Link

• Symon Communications, Inc. - Manufacturer of electronic LED moving message displays, signs, readerboards and alerting software for ACDs, call centers and help desks.
  -- http://www.symon.com 
  
  
• OmniTracker - Customizable workflow tool for bug tracking, quality assurance, help desks and call centers.
  -- http://www.omninet.de/english/OT_Ueberblick.shtml 
  
  
• GoToAssist - A web based managed service that enables support centers and help desks to rapidly and seamlessly deliver virtual on-site support.
  -- http://www.GoToAssist.com 
  
  
• Cognitor Inc. - InteligineAnswer is an advanced problem resolution and knowledge management application for customer service, field service and repair, internal and external help desks, technical support groups, and technical assistance centers.
  -- http://www.cognitor.com/  
  
  
• Call Center News Service - News about inbound and outbound centers, help desks and support operations.
  -- http://www.callcenternews.com 
  
  
• ExperiaGroup LLC - A management consulting firm solely dedicated to improving customer service quality in contact centers and help desks. Offers a range of assessment & planning, skill development, and consulting services.
  -- http://www.experiagroup.com