Overview:
Customers do business with companies through many different channels, but the experience is often disjointed and inconsistent. At best, this causes confusion and frustration.

Overview:
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.

Overview:
Adding sales can hurt or help customer satisfaction with your call center. Find out how to do it right in this two-hour Web seminar. You CAN deliver additional revenue and increase customer satisfaction at the same time!

Overview:
Most self service applications, IVR, ASR and web are created with business cases that focus on realizing internal benefits such as reducing costs, or freeing up call center staff. But as more organizations strive to . . .

Overview:
The first part of this series will look at the how-to behind sound surveying so that you can have confidence in the results and choose the right methodologies for your contact center.

Overview:
The first part of this series will look at the how-to behind sound surveying so that you can have confidence in the results and choose the right methodologies for your contact center.

Overview:
In this seminar you will gain an understanding of the relationships and dynamics of culture and how it impacts employee commitment and performance. You will learn a framework for building a supporting culture under various conditions.

Overview:
So many metrics are generated in a contact center, yet few are used to take action. Attend this seminar to discover which metrics are most important, how to calculate them and common pitfalls in using them.

Overview:
Once you’ve determined the right metrics for your center, there is still work to be done! How do the metrics work together to give you a complete picture? How can you develop reports that have maximum impact?