 ***Upcoming
Webinars****
Sales
Coaching for Contact Center Managers
How many sales have slipped away because your Agents have
not received effective sales coaching? Coaching sales skills is different
than dealing with call quality standards. Learn the secrets to becoming
a successful contact center sales coach.
This webinar is designed specifically for a call center environment. As a result,
these techniques can be applied immediately within your contact center.
In this interactive 75-minute webinar, Managers and Call Quality Coaches will
learn:
3 important differences between call quality skills and sales skills, so you
can focus your coaching time more efficiently
3 vital techniques to convert a "customer service ONLY" department
mindset into an enthusiastic "sales AND service" team culture
5 key ideas for running a structured daily huddle, to help your Agents deal more
successfully with industry competitors
5 crucial tips to help your Agents overcome price objections, so they can persuade
more people to buy
3 ways to close more sales by creating a sense of urgency. This includes key
phrases that lead to a commitment, as well as phrases that can sabotage a sale
before it even begins
More
Info
HIGH PERFORMANCE COACHING WEBINAR
SERIES
“ UNLEASHING THE HUMAN POTENTIAL WITHIN”
HOW TO BOOST AGENTS PERFORMANCE
As competition heats up
in the marketplace for talent, contact centers must find a way to
retain the top talent or “crème de
la crème” of their staff. It is not uncommon for rival
firms to poach or entice your top talent to come work with them. "Coaching" isn't
a category all by itself in a contact center. Instead, it's more
helpful to think of coaching as a skill like leadership in which
you learn more about yourself, your teams and your organization as
you evolve. It is not for the faint of heart, this is not for everyone.
Attrition and Replacement Costs like Unnecessary repeat calls mean
millions of wasted dollars on up to 25% of your operating budget.
The resulting low customer satisfaction and lost sales opportunities
cost you even more. Focusing on meaningful metrics like Call Quality
(QA), First Call Resolution (FCR) and Handling Time (AHT) provides
a balanced view of your contact center’s overall performance.
Scorecards, daily ACD metrics or surveys can’t give guidance
on which agent to coach or which processes to fix.
More Info
Team
Building and Sustaining Momentum in the New Economy
Date: Thurs Oct 14, 2010
Time: 2pm EST
More Info
Workforce Management
Basics (WFM) and Best Practices
Date: Thurs Oct 28, 2010
Time: 2pm EST
More Info
Retention
Strategies using Call Quality as a Performance Tool
Date: TBA
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Training
& Coaching using the Lean Six Sigma Framework
Date: TBA
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Brochure
Building High
Performing Culture in Contact Centers -TBA
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Succession Planning
in Contact Centers - TBA
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Inbound and
Outbound Sales Strategies -TBA
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How to be Successful
as a new Team Leader/Supervisor-TBA
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Turning Low
Performers into High Performers-TBA
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Creating
Low Maintenance Representatives-TBA
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How to setup
a Succesful In Home Agent Program-TBA
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Service Level
Management-TBA
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Reducing Inbound
Call Volume-TBA
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Introduction
to Coaching-TBA
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Implementing
a Workforce Management Program-TBA
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Performance
Management in Inbound Call Centers-TBA
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Performance
Management in Outbound Call Centers-TBA
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Problem Resolution
and Negotiating Techniques for CSR's-TBA
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Setting up a
3rd Party Contact Center-TBA
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People,
Processes & Technology in Contact Centers-TBA
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How
to conduct & facilitate an effective New Hire Training class-TBA
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Brochure
Reducing AHT Techniques-TBA
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Brochure
(Click here for our Full Events Calendar)
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