Following are descriptions of each product. Click on the product name for more detail.

Product Suites: You can buy each of our products individually, but some products just naturally go together. We have packaged these into "product suites." On this Web site, the product suite is listed first, and its individual components follow. Purchasing a product suite is easy and costs less than buying each product individually.

Products by Topic: After the product suites, products are grouped by topic.

You will notice that for some products there are two pricing schemes - single use and unlimited duplication.   

The first price listed under the product description is for a single use. If you purchase the product at this price, you can adapt it to meet your needs and make it your own. Below the single-use price is an option for unlimited duplication for a year - perfect for managers who will be distributing the product to others.  

If you purchase the product at the unlimited duplication price, we'll give you time to try it out and contact you during the year to make sure it continues to meet your needs. We won't be satisfied until you're satisfied, and we may be able to provide additional resources and suggestions for use.

Job descriptions provide clearly written expectations about the job and they also provide the information needed to effectively recruit a successful candidate into the position. This suite offers sample job descriptions along with supplemental information provided in a Job Description Guide. This will allow you to gain a comprehensive understanding of how to develop a job description.

This is a "must-have" for the team that interviews prospective employees. Use this product to formulate and score the questions that highlight desired attitudes and behaviors and point to successful employees.

Open the door to employee satisfaction--here is your key. This planning tool is not just a "survey" but a comprehensive program of employee satisfaction that will guide you from the first planning meeting to the activities of your leadership teams.

This product is a framework your empowered team can use to govern its activities and interactions.

Employee turnover is on the rise. Do you know what your turnover rate is? And more importantly, why are employees leaving your contact center?

Companies are finding that it costs much more to lose and replace an employee than to keep one. If you're experiencing high employee turnover, this can have a significant impact on your bottom-line results.

A contact center agent is responsible for helping achieve high customer satisfaction and for productivity while assisting customers.

The Access Planning and Operations Director is responsible for directing the Forecasting, Scheduling, and Network Operations.

The Daily Operations Analyst monitors and coordinates actions for the daily operations support of the Customer Contact Center.

The Forecasting and Staffing Analyst is responsible to accurately predict human resource needs for the Customer Contact Center.

The Forecasting and Staffing Manager is responsible to manage the forecasting, staffing and real-time management processes.

The Network Operations Coordinator provides expertise in the installation, maintenance, and technical operations of the network.

The Network Operations Manager directs staff in the efficient management of workload across the network (human and automated).

The Q/A Representative is responsible to assess the quality of service provided by agents through monitoring incoming calls.

The Q/A Analyst is responsible to implement, analyze, and interpret Customer Contact Center service quality measurements.

The Q/A Manager is responsible to develop, implement, and manage Quality Assurance practices and policies.

The Business Specialist is responsible to provide expertise on all aspects of current call center environment during implementation of changes or new initiatives and projects.

The Human Resources Specialist coordinates and provides support during the implementation of human resources management and development projects.

The Training Specialist is responsible to supports a variety of tasks, working under general supervision, related to the implementation of training and development projects.

The Training Manager is responsible to manage the training function from needs assessment through design, development, delivery and validating.

The Operations Manager provides overall oversight and direction in planning, organizing and controlling diverse activities/workflow of call center operations and staff.