Being a business owner and manages a company that offers virtual events, I’ve managed to conduct a couple of webinars (online seminars) locally.  Being an advocate of education and technology, it would be great to post upcoming and on-demand (archived) webinars every Friday.  I’ll mostly search for free sessions but I’d like to get a good mix and include some fee-based sessions as well.  As we would like to get things for free, sometimes the value diminishes and those that offer it at a price often gives more.

To start off, here are some webinars that I found.  Enjoy learning!

Archived or On-Demand Webinars

Repeat Calls: Assessing the Damage, Calculating the Cost

Join First Call Resolution expert Rob McDougall, as he details the five major financial factors affected by repeat calls. After viewing this webinar, you will be able to create financial impact model and put hard numbers to the concept of First Call Resolution.

Long Time, No See: How to Keep Work-At-Home Agents Connected

Leveraging the Agent Scorecard to attain overall Excellence

Agents -  what do they WANT to know:  How can I hire, monitor, coach using a unified Scorecard for feedback?

Business IQ - what do they NEED to know: Where and if the organization might prioritize a change for branding and investments?

Customer - what do you KNOW about them: What levels satisfaction to service recovery can help the Agent fulfill a request?

Systems is the 4th dimension!  How might you forecast and give probability to the unknown processes and technologies?

Upcoming Webinars

A Contact Center Manager’s Blind Spot
December 15, 2009 | 2PM EST

Join this webcast as we discuss real world examples through three different case studies on how the continuous monitoring of the agent technology interaction profitably impacts the contact center.

How your Offshore Contact Center can Significantly Reduce Hiring Costs & Make Better Hiring Decisions
December 2, 2009 | 3PM EST

In this webinar, find out WHY companies are switching from informal interview “evaluation” to standardized, automated language testing and learn HOW they are seeing the business impact of this change in the screening of contact center agents.