Overview:
Focused listening is arguably the bedrock of a quality customer interaction. Yet it’s one of the most neglected skills trained in our centers.

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Learn how to create an incentive program for your center that drives the results you are trying to achieve. You'll learn the 10 best incentive practices of leading call centers, as well as three common incentive mistakes.

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In this web seminar, you'll learn how assess the current state of your call center’s internal communications, understand the risks and rewards of a solid communication plan and learn how to build one.

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Attend this seminar to discover how you can apply solid cross-selling and upselling techniques that will delight both your customers and your company!

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Join us for part two of our Small Call Centers series where we will investigate how you can achieve the highest levels of performance in your center. Spend two hours with us to find out how you can improve the service your center provides without . . .

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“How can we motivate our agents?” This is one of the most frequent refrains voiced by call center supervisors and managers during our workshops and conferences.

In this Web seminar, we will explore ways that you can develop lasting motivation among

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Carefully chosen interview questions can reduce turnover by consistently identifying the best candidates. In this information-packed seminar, you’ll learn how to filter out the fluff from your interview questions and compose powerful questions.

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Go beyond the traditional face-to-face interview process and explore innovative assessment tools that will elevate your selection process to the next level. We’ll show you how to make the most valid and reliable assessment of...

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Just one grammar mistake can undermine your credibility no matter how articulate you are. Chances are if your supervisors notice errors, your customers notice them too.

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Increasing customer expectations, a fast-paced environment, constant demands, and what seems like a never-ending stream of changes – add it all together, toss in a few extra ingredients (like repetitive tasks and . . .

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Learn the characteristics of the most effective monitoring programs and how to translate best practices into reality in your contact center. Step by step, we’ll show you how to design a comprehensive plan that’s consistent with your quality objectives.

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Specific and measurable agent performance standards are the cornerstone of a successful monitoring program. Lay the groundwork for your program by establishing agent performance standards that drive quality contacts.