***Upcoming Web Seminars****

Zappos Customer Experience Web Seminar:

Inside the Zappos Contact Center

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:

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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.

In 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 experience.

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High Performance Coaching Webinar Series-Unleashing the Human Potential Within
"Coaching for Success"

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. "Coaching" isn't a category all by itself. 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 operating costs like 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. This is serious business.

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.
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Team Building and Sustaining Momentum in the New Economy



Date: TBA

Time: 2pm EST

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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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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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