Maximizing Revenue Through Opportunity Upselling
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.
Apple Customer Experience Secrets
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.
Superstar Coaching Techniques for Contact Centers
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.
Management Skills for New Contact Center Supervisors/Team Leaders
of a supervisor is a critical position within the contact center
as it requires the wearing of multiple hats – coach, mediator,
teacher and manager.
be a daunting task for the first time supervisor.
session, Errol Allen will teach you:
• A six-step comprehensive program for the development of
the first time supervisor.
Call Resolution: Surpass Customer Expectations with Superior Service
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.
We have a formula to plug in your numbers and see what your cost is.
LEAN Case Study - Secrets to Optimize High Performance in Contact
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.
and Sustaining Momentum in the New Economy
Becoming a Customer Service Rockstar - How to standout and move ahead
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.
Customers Aren't Crazy...They Just Seem That Way!
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.
a Customer Service Rockstar - How to standout an move ahead
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.
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.
this 60-minute web seminar, your people will learn:
· How to establish
rapport and connect with customers.
· Effective techniques
for genuinely conveying compassion and concern.
· How to consistently
create warm experiences over the telephone.
· 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
Customer Experience Web Seminar:
the Zappos Contact Center
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
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.
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.
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
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
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
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
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
· 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
· Plus examples of amazing emails from some Zappos, JetBlue
Airlines, Best Buy, and QVC.
Center Staff Engagement & Wellness
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.
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.
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
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.
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.
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
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
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.
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.
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.
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.
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
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
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
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?
Yet, things need not be
all doom and gloom.
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.
Manage Gen X and Gen Y in the Contact Center Environment
Managing Gen X and Gen
Y Employees -Lessons learned and emerging trends:
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?
Center Metrics That Matter
Vice President of Marketing
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
all these performance improvement programs and initiatives most managers
agree that the single greatest asset of the organization - the contact
centre is being underutilized......
Thursday, April 15, 2010
Time: 2pm EST
to Enhance Your Current QA Program using Lean Six Sigma Techniques
was a very popular webinar, over 800 contact center professionals
signed up to view this webinar live******
Click Here to view Recorded Version
Vice President of Marketing
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
Date: Friday, March 12, 2010
Time: 2pm EST
was a very popular webinar, over 800 contact center professionals signed up
to view this webinar live******
Click Here to view Recorded Version
using Call Quality as a Performance Tool
Training & Coaching
using the Lean Six Sigma Framework
(WFM) in a Multi Site, Multi Skill Blended Center
Performing Culture in Contact Centers -TBA
in Contact Centers - TBA
Outbound Sales Strategies -TBA
How to be Successful
as a new Team Leader/Supervisor-TBA
Performers into High Performers-TBA
Low Maintenance Representatives-TBA
How to setup
a Succesful In Home Agent Program-TBA
a Workforce Management Program-TBA
Management in Inbound Call Centers-TBA
Management in Outbound Call Centers-TBA
and Negotiating Techniques for CSR's-TBA
Setting up a
3rd Party Contact Center-TBA
People, Processes & Technology
in Contact Centers-TBA
How to conduct & facilitate
an effective New Hire Training class-TBA
Reducing AHT Techniques-TBA
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