Here are some upcoming call center webinars this month and the next.  Happy learning!

How to Handle Non-English Calls: Managing Costs and Increasing Efficiency | April 6, 2010 1PM EDT | April 7, 2010 1AM +800 GMT

In this webinar, researchers from The Center for Customer-Driven Quality™ (founded at Purdue University) will present findings from a unique study to better understand the multi-lingual challenge facing call centers and best practices for handling non-English speaking callers.  You will learn:

• Strategies and tactics to manage costs while increasing efficiency
• Best practices from different industry segments
• Key Performance Metrics (KPIs) to measure non-English calls
• Advantages/Disadvantages of handling non-English calls in-house vs. outsourced solutions
• Most desired improvement to Management Information Systems (MIS)

How to End your Spreadsheet Scheduling Headache Now! | April 8, 2010 10AM PDT | April 9, 2010 1AM +800 GMT

Reduce costs and improve service levels by replacing spreadsheets with a workforce management solution. Industry expert, Chuck Ciarlo who successfully owned and operated multiple call centers, will show you:

• How much spreadsheet-based scheduling costs you every month
• How a workforce management solution makes forecasting and scheduling easier, faster and more accurate
• How a workforce management solution can cost you less than spreadsheet based scheduling
• How you can get started using WFM in five easy steps – without buying and installing software

The Interaction is the Experience: Practical Ways to Improve Efficiency, Effectiveness and Operational Insight. | April 14, 2010 2PM EDT | April 15, 2010 2AM +800 GMT

Sponsored by TMC Customer Interaction Solutions and Cicero, this webinar will discuss how you can improve efficiency, effectiveness and operational Insight using true customer interaction management leveraging your existing technology.

What attendees will learn:

• Why the “Interaction” IS the Experience and why it is vital to your contact center
• What Customer Interaction Management (CIM) can do for your contact center and the bottom line
• How true CIM delivers more productive users and an improved customer experience

Social Media – How your Contact Center WILL be Affected | May 13, 2010 12PM EDT | May 14, 2010 12AM +800 GMT

Join us for this complimentary “How to” webinar and listen to respected international industry speakers who have embraced a social media response strategy.  Speakers will provide real life examples of how they implemented a social media response through their contact center.

Question to be answered during the webinar:

• What worked, what did not work?
• If they did it again, how would they do it differently?
• Did social media increase or reduce customer service costs?
• Can social media generate new revenue?