Online Instruction

We provide webinars throughout the year to support our members. Please check back regularly to view our upcoming webinars. Registration will also be available below.  

Upcoming Webinars


Contact Center Metrics

March 30 – 11:00 am CT
Presenter: David Robinson, Workforce Manager Professional

Please join us on March 30, at 11 a.m. Central Time for an introduction into contact center metrics. This 45-minute presentation will help you navigate common metrics, how they are calculated and how they are used to drive success and efficiency. Attendees will walk away with new and exciting ideas of how they can leverage the data of their contact center to make objectively informed business decisions.
Our guest speaker is David Robinson, a workforce manager professional of 20 years (AOL, Home Depot, Stitch Fix). David will introduce this topic and go deeper into these topics in October during the annual conference. This webinar is a great introduction for small, medium and large size contact centers for operational leaders and supporting staff that would like to learn more about contact center metrics.