***Upcoming Web Seminars****

Sales Training for Contact Center Professionals
 

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. 

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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.

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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.

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Management Skills for New Contact Center Supervisors/Team Leaders

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.

This can be a daunting task for the first time supervisor.

In this session, Errol Allen will teach you:

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

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First 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.

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





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: 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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