ICCA-Call Center Training,Webinars,Conferences,Seminars,Consulting,Books

Increase your contact center's revenue by learning to up-sell and cross-sell products and services. Good service is not enough to ensure long term business success. You need to seize opportunities to up-sell and cross-sell products and services over the phone and turn your cost center into a revenue center.

Upselling can also reduce churn and increase client loyalty. In fact, clients with more than one product or service are 40 percent more likely to remain loyal.

So, bring your Team Managers and/or Agents into your boardroom for an hour and participate in this important webinar. You can use your Internet connected computer and projector to show the webinar in your meeting room, and hear the audio on your computer speakers or conference calling phone. Don't miss out on these important tips to increase revenue and loyalty.

Recently, Apple’s super secret employee training manual was leaked. The manual spells out specific words Apple employees cannot say to customers (to avoid a negative feeling/response from customers), makes it clear that employees are to fiercely focus on “deepening and restoring relationships” (and shows them how) and has great insights on how to (really) convey empathy to customers. When Myra reviewed the Apple training manual, she was stoked about the relevancy to her clients in the contact center sector and she cannot wait to share these insights with you in a very special web event.

Apple training has a section called, “Things You’re Not Allowed to Say.”
Apple stays away from negativity by listing words that are prohibited, like “crash” and instead replacing it with words like “stops responding.” Myra will explain the psychology behind prohibiting certain words and she’ll help you determine what words you need to ax in your customer interactions. The end result is Myra will help you improve the perception of your customer experience by eliminating words like “no,” “unfortunately,” “It’s our policy” etc.

Great Agents have great coaches. Learn how to become a great contact center coach, so you can help your Agents increase their performance.

In this webinar, you will learn how to:
- Utilize a four stage development process that moves your Agents to top performance
- Recognize high impact coaching opportunities, so you can rapidly improve your Agent's performance
- Overcome three common coaching challenges, so your Agents get the support they need
- Make the coaching process more interactive, so you receive buy-in from your Agents

By the end of this webinar, you will be able to coach and inspire your Agents to improved performance.

The role of a supervisor is a critical position within the contact center as it requires the wearing of multiple hats – coach, mediator, teacher and manager.

In this session, Errol Allen will teach you:

• A six-step comprehensive program for the development of the first time supervisor.

First call resolution is the #1 driver for customer satisfaction. Best practices is at 86%.
What does this mean? This means that 14% of your customers are contacting you more than once (or more than twice) to resolve their issues!

Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer as well as employee satisfaction.

A LEAN Case Study - Secrets to Optimize High Performance in Contact Centers

How to Obtain High Levels of Excellence in Your Contact Center in 7 Days

As competition heats up in the marketplace for talent, organizations 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. "Cost Containment" isn't a category all by itself. Instead, it's more helpful to think of managing costs 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 and is not for everyone. Salaries, attrition, defection of star players on your team and repeat calls from your customers 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 than you had predicted in your budget.

When customers have a bad experience, they tend to defect to your competitors. It’s that simple. The same holds true for good agents who leave for greener pastures. Organizations continue to struggle with defining what a good experience is all about, balancing quality with cost of service, calibrating customer satisfaction, and identifying the root causes of customer dissatisfaction.

To retain your best customers today, you need a bird’s-eye view of the customer experience to highlight the gaps across service channels. You need to drill down to details to identify the drivers of low satisfaction. You need to know the specific behaviors which are driving poor results. You need to spend more time coaching and less time searching for superstar agents. If you feel that investing in creating an enjoyable working environment for your staff is not part of the job today, then think again. It starts with creating a quality strategy within your organization.

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Team Building and Sustaining Momentum in the New Economy

Date: TBA
Time: TBA
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Based on Myra’s critically acclaimed "Beyond WOW" workshop, this webinar delivers 20 concrete ways for your employees to make emotional connections with your customers. From the memorable “Be Gumby” technique to the “Man in the desert” analogy to ideas from Disney, Starbucks, Zappos and Apple, your employees will walk away from this training with realistic ideas for improving the customer experience and the inspiration to truly commit to WOWing your customers at every touch point.

35% of customers lose their temper when dealing with a customer service issue, according to a recent American Express survey. That's 1 out of 3 calls that end with screaming. This workshop will provide tools to help you soothe angry customers and avoid unnecessary escalations.

In this webinar, you will learn:
- 7 reasons why callers act crazy and what you can do about it
- 3 rapport-building techniques to calm irate callers
- 5 active listening skills to make your client feel heard
- 3 ways to make your customer feel valued

By the end of this webinar, you will have additional skills to help you deal with irate callers.

Based on Myra’s critically acclaimed "Beyond WOW" workshop, this module delivers 20 concrete ways for your employees to make emotional connections with your customers. From the memorable “Be Gumby” technique to the “Man in the desert” analogy to ideas from Disney, Starbucks, Zappos and Apple, your employees will walk away from this module with realistic ideas for improving the customer experience and the inspiration to truly commit to WOWing your customers at every touch point.

Empathy Training

This training is created for companies that know about customer experience management, and to learn how to create a strong culture of empathy and concern in their own companies.

· The importance of understanding the customer’s perspective before attempting to get the customer to understand the company’s perspective.

· How to most effectively use tone, pacing and emotion to improve the customer experience.

5 Keys to Creating a Magnificent Customer Experience

Last month I was honored to be the keynote speaker at SOCAP Wisconsin’s “Super Bowl Customer Experience.” The meeting was appropriately held at Lambeau Field in Green Bay. One of great things about my work is that I get to travel to cool places and meet super cool people all the time. But I have to say that speaking at Lambeau Field ranks among my top fav venues. And the people were just awesome. Audience members had fierce energy and most wore the beautiful green and yellow Packer’s jerseys. We gathered at the home of the World Super Bowl Champs to talk about champions of customer experience. My keynote focused the Zappos customer experience.

My Zappos keynote delivered powerful insights into how Zappos approaches Quality Monitoring, social customer service, and emotional connections, among other things. There was a buzz going during my keynote. People were sharing creative ways they WOW customers in their own organizations, group brainstorming to help others overcome challenges was powerful and we all just laughed and learned together.

I was so pumped about my Zappos keynote that I’m going to bring back my Zappos webinar this month! If you’re looking to improve your customer experience and you want a powerful benchmark for how to position contact center employees to make emotional connections, wow customers and build fierce customer loyalty, I don’t think you want to miss this web event:

Quality Contact Center Monitoring
Fine-tune your call monitoring program. Pick up vital new skills in quality contact center monitoring

In contact centers, a solid quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time, and no improvements in quality. In this webinar, you will get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program from the monitoring form to measurements to coaching to monitoring methods.

Synopsis:

In call centers, a solid quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time, and no improvements in quality. Join us for this encore presentation of a blockbuster seminar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program.

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Stop Screaming at Me! - 11 Strategies to Help You Circumvent, Eliminate, and Minimize Difficult Behavior

Imagine your next phone call is from an angry, irate customer and you’ve only got a few seconds to gain control.
Are you 100% confident you can handle it?
If not, then this is the perfect webinar for you.

You don’t have to get frustrated dealing with demanding, irate, or unreasonable customers and you don’t have to put up with verbal abuse and threats from customers.
If you have the right tactics and techniques and the motivation, you can get any angry customer to back down and ultimately regain the customer’s goodwill. I want to get you started down the fast track to total confidence and skill in dealing with frustrating customers.

After I accepted my first job in retail I found myself spending eight priceless years on the frontline dealing with unhappy, aggressive, and completely frustrating customers. I was forced to learn, on my own, how to get angry customers to back down, how to deal with attempts at physical intimidation, and how to completely restore customer confidence after service failures.

Through my experience, in the trenches with customers, I discovered some tested and proven techniques that work – all pieced together in a strategy that will take you from flat to an absolute diplomat, faster than you’d believe possible

Before You Hit Send: How to Write Business-Friendly Emails That Create Emotional Connections and Leave Customers Saying WOW!

Every email your employees send out has your company's brand in the signature line and it puts your corporate reputation on the line. A great email can completely restore customer confidence in your brand and regain goodwill. But, at the fingertips of a disgruntled customer, your emails can be plastered all over the Internet by way of a powerful blog. In Before You Hit Send, Myra shows your people, step by step, how to craft customized, friendly emails that answer customers’ questions and leave customers with a WOW reaction.

Creating a Winning Email Style:

· Build instant rapport with your customers by writing with a casual, contemporary tone
· The 6-Step WOW formula for Emails
· How to write short, descriptive subject lines and why you should
· How to structure your email for greatest impact
· Why you need to communicate with short sentences and short paragraphs in email
· Personal pronouns: THE secret to personable, rapport-building emails
· Plus examples of amazing emails from some Zappos, JetBlue Airlines, Best Buy, and QVC.

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Work-life balance is an indicator of health. Yet it seems that almost everyone has too much to do and not enough time to do it. Many things are constantly competing for your time and energy. Contact Centers today who want to attract and keep their talented workers understand the connection between employee satisfaction and employee wellness. They believe that workplace wellness is a business strategy and not just something that is given lip service. Their management practices include making reasonable demands on time and energy, involving employees in decision making, rewarding work well done, openly communicating, and providing support to balance work and home life. These innovative employers know that today’s highly skilled knowledge workers are looking for jobs that pay well, have good benefits, are interesting, and include excellent health and safety programs.

For the contact center manager, it’s become more important than ever for companies to enhance job satisfaction and ensure that their workers enjoy being on the job. Workplace wellness benefits both employers and employees. Early efforts to create healthy workplaces focused on safety at the worksite and injury prevention for workers. More recently, programs within the contact center are designed to assist employees to choose healthier behaviors like being more physically active or quitting smoking and flexible work schedules. Campaigns to raise awareness on healthy habits including exercise, nutrition, air quality, ergonomics, educational sessions to increase knowledge, opportunities to learn new skills, and changes to policies to make it easier for employees to make healthy choices are often included.

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Demystifying Contact Center Analytics: What to Choose and When

Contact center analytics are helping contact centers of all types and sizes rapidly identify and solve their critical business issues. The adoption of contact center analytics applications is projected to continue to grow in 2011. But with so many different analytics tools available, what technologies should you use to solve your problems and get the results you expect most efficiently? This Webinar will explore three of the most commonly evaluated and used contact center analytics solutions – performance analytics, desktop analytics and speech analytics - and provide you with a framework for successfully implementing the best analytics tool for your environment.

Workforce Management Demystified-Part 2

**BONUS** RECEIVE A FREE DVD COPY OF PART 1 OF THIS WEBINAR WHEN YOU REGISTER

It is not difficult to learn the fundamentals of Workforce Optimization as what really counts with respect to your call centre performance is being efficient with the scarce resources available. It is not difficult to define the optimal solution between reducing costs and overhead to increasing morale and loyalty amongst your front line staff. It is not difficult to recognize how to identify wasteful steps and critical inefficiencies that impact contact centre performance. It is not difficult to discover how to establish a discipline of continuous improvements that delivers ongoing productivity and call quality results. It is not difficult to uncover the cost of chronic call centre problems related to service management, sub-standard productivity and poor quality. It is not difficult to learn how to integrate the right call centre metrics that drive total customer experience that in turn delights them in each interaction with your contact centre.

The contact center has evolved from the early analog days with resource hungry enterprise systems to innovative, agile workforce optimization solutions in a digital environment. In spite of these technological advances and the automation of basic activities, contact centers by and large are still utilizing people and no operation is critical than the efficient operation and allocation of the workforce. If planned and executed well with a small margin of error, the operation runs smoothly with adequate number of agents to respond to the expected workload.

If done poorly, the organization is saddled with significant costs both in customer dissatisfaction and in payroll dollars wasted. In an increasing competitive environment with low margins and higher than normal expectations from the discriminating and informed customers, organizations are starting to review and reform some outdated models of thinking within their enterprise.
Using basic workforce optimization techniques, the contact center can solve very critical business problems by scheduling efficient schedules based on historical data and predicting reasonable outcomes for future volumes. Aside from training and coaching agents, scheduling plays an important role in managing costs. In and of itself, workforce optimization does not solve basic contact center problems nor do they develop agents however it is part of the overall solution necessary to ensure that all members of the workforce are aware of their role in the contact center success.

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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.

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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

Attracting, Retaining & Engaging the Next-Generation Workforce:
The “Being” of Soul-Inspiring Leadership

Within Part 1 of this webinar series, you were made aware that a Tsunami-sized labor and leadership crisis is cresting ashore – right at your Contact Center’s doorstep.

You were asked to consider how easy it is for you right now to attract and retain leadership bench strength that will propel you to thrive – not just survive. You confirmed it’s not easy.

Tomorrow’s environment will be exponentially worse. A double-whammy of demographics plus radically-shifting employee expectations is forcing businesses everywhere to face a new reality head-on.

And, you learned what forward-looking organizations already know. Namely, that the solution to this brewing revolution is to respond proactively to the growing demand for transformational leadership. Winning companies foster soul-inspiring leadership as the means to maximize human potential while building high-performance cultures.

Soul-inspiring leadership starts with you. It’s about your personal leadership, character and values. It’s about leadership that answers employees’ yearning for a compelling vision that sparks imaginations and promises contribution toward meaningful work – work that makes a positive difference in the world. It necessarily has little to do with title alone.

Lean Six Sigma Demystified: Practical & Easy to Implement Ideas– A Handy Guide for Managers & Supervisors

Measuring performance is fundamental to any contact center operations whether it is a large or small. The measurement process is the primary data collection vehicle for management, yet few contact centers have a program or resources in place for identifying and improving performance measures. As a result, many managers operate with a haphazard collection of uncoordinated and often irrelevant performance measures. In this situation, wasteful utilization of resources can go undetected for long periods of time, objectives may not be achieved, and actions to correct deficiencies often attack symptoms instead of problems. To correct this, managers must recognize that measuring performance is a basic need of an organization and a fundamental responsibility of management. Most performance measurement efforts focus on doing things well, assuming that the contact centre is already providing the right products and services to its customers.

LeanSix Sigma In Operations– A Practical Guide For Managers, Supervisors and Team Leaders

It is 8 am on Monday morning and before you place your cup of java down, you have been notified by your command centre team that your Service Level is in the red zone. To further complicate matters, the nice summer weather and the latest federal ministers meeting in your city has caused delays for your staff that rely on public transportation. Your usual suspects have called in sick and are not reachable by phone. Does this sound familiar? They're every manager's conundrum. If this is still how you think and live your Monday’s, then you're wasting everyone's time, including your customers and stakeholders. You must take your game to the next level.

If operational reviews, service level management and crisis management are going to be valuable management tools — and they can be — you're going to have to put more skin in the game by coming up with a whole new strategy and game winning tactic in addressing some of the common contact centre issues. If you're not already doing this, start checking in with employees weekly or biweekly to talk about their roles in your contact centre. This is when you talk about what's working and not working, what your employees are struggling with, and how they could use your help. By the time the operations meeting rolls around, there shouldn't be any surprises and you shouldn't need to dwell on the past. Instead, use that time to plan for what's to come. When you sit down to review an operational plan with your team leaders and supervisors, how much time do you spend going over events that have already happened?

Attracting, Retaining & Engaging the Next Generation Workforce
Leading & Coaching Contact Center Teams

Are You Ready For the Looming Crisis?
Attracting, Retaining & Engaging the Next-Generation Workforce

Are you aware a Tsunami-sized labor and leadership crisis is about to crest to shore, right at your doorstep? No business is exempt. That includes Contact Centers globally.

Of a magnitude never before seen, demographics (right now!) will wallop organizations around the world as unprecedented millions of Baby Boomers leave the workforce. This massive talent exodus will create overwhelming impacts on costs, productivity and growth.

Coupled with the resulting severe skills shortage, changing employee expectations will force every industry to face some harsh realities:

1) Compensation and/or benefits costs will skyrocket as the up-and-coming workforce chooses among their pick of employers;
2) Pension plan payouts will explode as Baby Boomers retire, significantly affecting your expense line;
3) Recruiting, selecting and hiring expenditures will climb as it costs more to attract and retain top players from among a shrinking pool;
4) Production and growth will slow as a result of severe skill shortages;
5) Many businesses will be forced to downsize – and may eventually go bankrupt – as even drastic action cannot counteract these powerful demographic realities;
6) Jobs will continue to be outsourced (already the case across North America) as market share is lost, causing its own outward-rippling damage throughout the economy.

Perhaps you doubt whether you will be affected. Then, take a look around your Contact Center and answer these questions for yourself:

• How easy is it today for you to attract and retain the leadership bench strength you require to propel you to the next level of growth?
• Who can fill the shoes of those who will retire?
• If you can promote from within, who will replace the employees whom you move into to management?

Appreciating that your Contact Center’s success depends on your workforce, every single employee impacts your bottom line. The imperatives of a shrinking labor pool should make it doubly obvious that the only way you can continue to advance is to take measures that will turn your organization into an employer of choice.

Unless you discover the magnetic way to attract the best people to your company and keep them there unable to be lured away by your competition, you will be unable to leverage what is probably the biggest expenditure in any business – human capital.

Further, don’t fall into the false hope of believing you can simply fork out higher salaries to attract the stellar GenX’ers and GenY’ers required to replace your current staff and leaders.

No, no, no. This is not a problem that can be fixed by simply throwing money at it. Money is not enough.

The rising stars you need to attract are a different breed from their parents. The young generation witnessed their folks being downsized, cross-sized, back-sized, and right-sized. They watched as their parents worked 60 to 70 hours per week only to be reshuffled or given a severance package. And guess what? They aren’t willing to pay the price Baby Boomers eagerly did all in the name of a job.

Add the fact that the next generation will be able to pick pretty much any position they want. So, if your Contact Center is not as leading edge as your competition, guess where they will be going?

Businesses that choose proactive measures today will not only survive, they will thrive. Forward-looking Contact Centers know the solution to this brewing revolution is to respond proactively to the swelling demand for transformation. They foster leadership as the means by which to build high-performance cultures where people unleash their potential while achieving bottom-line goals.

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Generation X (aged 26 – 46) and Generation Y (aged 18 to 28) form the core of present day’s and the future contact centre workforce. Gen X and Gen Y are highly educated, technologically literate, networked socially and optimistic about their future. They have high and sometimes impossible expectations of their leaders for guidance and career aspirations for their success. They have also grown-up in times of economic prosperity and have limited coping skills for today’s more challenging economic environment where they have to interact with Baby Boomers and other generations including the silent generation before the baby boomers. The aging of the workforce and the increased focus on ongoing healthcare, retirement and pensionable benefits within the organization is causing many organizations to review the cost of carrying high costs for staffing within the new economic model.

In leading contact centers, complaints are increasingly seen as sources of valuable insight, rather than irritating distractions. In today’s climate however, the value is created not by dealing with one complaint at a time, but as groups, expressing the true “Voice of the Customer”. How do best-in-class, customer-centric, businesses extract this freely given value? Skills such as encouraging customers to talk and provide feedback to you, managing customer responses to feedback & complaints and listening to the ‘Voice of Customer’ and setting priorities within your contact centre involves several key elements for a winning recipe.

The current turmoil has spawned a great sense of urgency for businesses to respond by reducing their workforce and trimming capital spending as they scramble to cut costs and preserve shrinking profits. Many face the reality of restructuring and downsizing, including business giants like AIG, Sony Corporation, and Nortel who had announced massive restructuring plans. For many business leaders managing large-scale restructuring, it is easy to get lost in the challenges of immediate financial & organizational pressures, without giving much thought to maintaining employee engagement, motivation, & strong employee relations. This can affect employees' long term performance and also have a detrimental effect on your business - something shareholders and investors are keen to avoid. This presentation will take you through the systematic change processes that will enable organizations to move forward and positioned for growth in the economic recovery period

The war for talent has also begun and more organizations are seeking innovative ways to recruit, train and retain talent within the Gen X and Gen Y as the Baby Boomers are planning their retirement and succession planning programs for the transfer of skills, knowledge and expertise. Nowhere is this more critical than the contact centre industry which historically has struggled with high attrition rates. Coupled with this new phenomenon that appeared a decade ago at the turn of the century, many thought leaders and strategists within key industries have approached their national leaders to focus on skills for the new economy including technology spending and leadership training in colleges and universities. Subjects like environmental sciences and biotechnology inspired new innovative ideas like voice recognition and intelligent routing within a contact centre. Seamless data flowed through sites and time zones to enable and empower employees to serve and manage customer relationships 24X7 days.

Indeed the industry has been shaped significantly by these Gen X and Gen Y ideas fuelled by the inspiration from the Baby Boomers. Never has the world seen collaboration and innovation amongst 3 (perhaps 4) different generations in a workplace environment. This means the leader or the manager has to be equally equipped with the knowledge, skills and tactics to survive in a most unforgiving workplace environment. The shortage of talent has placed added stress to HR managers and Contact Centre leaders where outsourcing as an option creates other challenges. What to do? So little time…this seminar will be able to shed some light on key tactics and strategic options you can choose to avoid the problems that other organizations faced a few years ago. Two case studies will be reviewed as well.

In this seminar, Mohan will discuss the lessons learned from some organizations and the emerging trends that HR departments are commonly seeing within the workplace environment specific to the contact centre profession.

1) Daily Interactions with Gen X, Y and Baby Boomer Employees
2) Expectations of workplace from Gen X, Y and Baby Boomer Staff
3) Career Aspirations, Pay and Work-Life Balance, Can they co-exist?

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Additional Speaker:

Patrick Botz
Vice President of Marketing
VPI Corp.

In the search for increasing shareholder value, lowering costs and
increasing market share, organizations have begun to demonstrate greater
efficiencies and improved performance in the newly defined global economy.
Re-engineered processes have and innovative programs like Lean Six Sigma
have heightened the ability of organizations to successfully capitalize on
the value of the company's assets in significant ways. Yet, in the midst of
all these performance improvement programs and initiatives most managers
agree that the single greatest asset of the organization - the contact
centre is being underutilized......

Date: Thursday, April 15, 2010
Time: 2pm EST

How to Enhance Your Current QA Program using Lean Six Sigma Techniques

****This was a very popular webinar, over 800 contact center professionals signed up to view this webinar live******

Click Here to view Recorded Version

How to Enhance Your Current QA Program using Lean Six Sigma Techniques

In recent months most discussions around Lean transformations in
Contact Centres have understandably evolved around managerial and
strategic matters. Mohan will explore many of the misunderstood and
forgotten elements of the original LSS model and foundational
practices that comprises a good Quality Monitoring Program within
contact centres.

Date: Friday, March 12, 2010
Time: 2pm EST

****This was a very popular webinar, over 800 contact center professionals signed up to view this webinar live******

Click Here to view Recorded Version

Retention Strategies using Call Quality as a Performance Tool

Retention & Employee Satisfaction using Call Quality as a Performance Tool

Date: TBA

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Workforce Management (WFM) in a Multi Site, Multi Skill Blended Center

Workforce Management (WFM) in a Multi Site, Multi Skill Blended Center

Date: TBA

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Building High Performing Culture in Contact Centers -TBA

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How to be Successful as a new Team Leader/Supervisor-TBA
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Problem Resolution and Negotiating Techniques for CSR's-TBA
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How to conduct & facilitate an effective New Hire Training class-TBA

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