February, 16, 2010 -- NEW YORK, NY -- Ulysses Learning, a global learning and performance improvement company, continued its role as industry visionary by delivering a highly successful webinar with its solutions partner, Merced Systems (News - Alert).

 

Developed and led by Ulysses Senior Vice President, Dina Vance, along with Merced’s Vice President of Business Consulting, Matt Katz, the webinar gave contact center professionals a look at the state of the industry for 2010. It then discussed the changes that are driving the customer experience and what organizations can do to improve this experience.

The webinar also covered:

--Coaching trends in 2010

--The importance of multi-generational solutions to reach employees with differing learning styles

--The impact of a prescriptive coaching process

--Ways to leverage technology to instill accountability and performance change

 

Lastly, it showed how Ulysses Learning has combined its leading role-playing simulation tools with Merced’s performance management solution to help mutual clients gain even faster performance change.

“I’m pleased that Ulysses Learning was able to team with Merced Systems to show our industry peers ways to further improve their contact centers’ performance,” said Vance. “It’s exciting to have an end-to-end solution that enables organizations to improve productivity, deliver a consistent customer experience and easily quantify the results.”

For more information about the session or to view the webinar, visit http://www.ulysseslearning.com/webinar/merced_webinar.html, e-mail info@ulyssesslearning.com or call 1.800.662.4066.

About Ulysses Learning
Ulysses Learning is the leader and pioneer in the use of simulation-based e-Learning to improve service, sales and coaching performance and is the most recognized training provider in the contact center industry. The company is known for building Judgment@Work skills – decision making and advanced interaction skills – in contact centers and at all points of customer interaction throughout the organization in industries as varied as insurance, telecom and hospitality.