Overview:
Take your ability to handle difficult callers to the next level! You will learn key phrases that convey empathy and demonstrate your company’s commitment to building customer relationships.

Overview:
Monitoring customer contacts is an important activity for any call center. But monitoring alone won’t improve performance. It takes effective coaching to turn valuable monitoring observations into the action that will transform...

Overview:
Even the most sincere manager can encounter resistance to his or her best coaching efforts. This seminar will show you how to tackle coaching challenges and be effective in handling employee resistance, stalled performance negotiations and..

Overview:
Tap into one of the most powerful motivators in your call center — positive feedback! One third of employees cite lack of management recognition as their #1 job complaint. Attend this seminar to learn how to celebrate performance in your call center . . .

Overview:
Call center agent absenteeism and poor adherence to schedule are often the culprits that keep customers holding despite solid planning processes. Attend this seminar and develop a more effective way of keeping agents available.

Overview:
Contact centers must "have the right number of people in place at the right times." You can have the best forecast and create terrific schedules, but if you don't have individual adherence to those schedules, you won't be successful at meeting service.