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The Philippines Call Center Industry Booms, Thanks to Multiple Factors
In the last decade or so, the Philippines have built an army. Not a military army, but an army of call center workers. The Philippines has rapidly overtaken India as North America and the UK's favorite call center outsourcing destination. The reason being, many companies find that - at least in North America - customers find Filipino accents more comprehensible than Indian accents (since the Philippines was once a U.S. colony), Spanish is widely spoken for the benefit of Hispanic Americans (an advantage India does not possess) and the government in the Philippines has built an attractive package of perks to draw call center business.
In the last decade or so, the Philippines have built an army. Not a military army, but an army of call center workers. The Philippines has rapidly overtaken India as North America and the UK's favorite call center outsourcing destination. The reason being, many companies find that - at least in North America - customers find Filipino accents more comprehensible than Indian accents (since the Philippines was once a U.S. colony), Spanish is widely spoken for the benefit of Hispanic Americans (an advantage India does not possess) and the government in the Philippines has built an attractive package of perks to draw call center business.
Keeping the Customer Satisfied
In a cutthroat market, what really persuades customers to move or stay with a telecommunications service provider? Instinctively, we believe that the range of innovative products available to the customer, the technical quality of delivered service or QoS and competitive pricing are the key factors in ensuring customer retention and extending the service contract. But we should challenge these assumptions - not least because they are often so costly to act upon.
In a cutthroat market, what really persuades customers to move or stay with a telecommunications service provider? Instinctively, we believe that the range of innovative products available to the customer, the technical quality of delivered service or QoS and competitive pricing are the key factors in ensuring customer retention and extending the service contract. But we should challenge these assumptions - not least because they are often so costly to act upon.
To Train or Not to Train
According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies (like yours) willing to significantly improve their customer service, as this enables you to stand out among your competition.
According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies (like yours) willing to significantly improve their customer service, as this enables you to stand out among your competition.
Struggling Economy Requires Smart Management
With a struggling economy, nearly all businesses are faced with cutting budgets even more than they had planned. Decisions on where to cut costs are not easy, and management forced to make these changes must be as well informed as possible in order to make effective decisions.The only way to make effective business decisions - and this is true under any circumstances, but is highlighted during economic crises - is to have the fundamental knowledge of how your business works, and which aspects are most efficient, and which require improvement.
With a struggling economy, nearly all businesses are faced with cutting budgets even more than they had planned. Decisions on where to cut costs are not easy, and management forced to make these changes must be as well informed as possible in order to make effective decisions.The only way to make effective business decisions - and this is true under any circumstances, but is highlighted during economic crises - is to have the fundamental knowledge of how your business works, and which aspects are most efficient, and which require improvement.
Call Center Costs a Mystery for Many IT Service Desks
The survey reveals that 78 percent of IT service desks don't know how much each call they handle actually costs, and worse yet, only eight percent of surveyed respondents even measure the cost of calls transferred to second line support. Even Pink Elephant, who in part conducted the survey of 10,000 IT service management professionals, was astonished at the results, saying they may well even be higher than indicated due to the expense of bringing in the necessary expertise to measure such costs.
The survey reveals that 78 percent of IT service desks don't know how much each call they handle actually costs, and worse yet, only eight percent of surveyed respondents even measure the cost of calls transferred to second line support. Even Pink Elephant, who in part conducted the survey of 10,000 IT service management professionals, was astonished at the results, saying they may well even be higher than indicated due to the expense of bringing in the necessary expertise to measure such costs.
RCCSP: Are Today's Call Center Managers Ready for Tomorrow?
In today's challenging fiscal environment, which is certainly not new, but is being exacerbated by the economic downturn across the nation, ensuring your employees are well equipped to perform their job function is as critical as ever. This holds for call center managers perhaps even more than others, as the call center is the customer service hub for any organization.Given that, it behooves any call center leadership to ensure its managers have the tools and knowledge to effectively run their centers, to gain or retain a competitive edge on competitors. After all, it has been well documented that providing a premium level of customer service is the one sure way to increase customer satisfaction and grow customer loyalty.
In today's challenging fiscal environment, which is certainly not new, but is being exacerbated by the economic downturn across the nation, ensuring your employees are well equipped to perform their job function is as critical as ever. This holds for call center managers perhaps even more than others, as the call center is the customer service hub for any organization.Given that, it behooves any call center leadership to ensure its managers have the tools and knowledge to effectively run their centers, to gain or retain a competitive edge on competitors. After all, it has been well documented that providing a premium level of customer service is the one sure way to increase customer satisfaction and grow customer loyalty.
RCCSP Alliance Launches 'Do More With Less' Training Programs
Never has the need to have contact center agents and supervisors that are well-trained more critical yet rarely have budgets been so tight as today and going forward into the next decade.
Never has the need to have contact center agents and supervisors that are well-trained more critical yet rarely have budgets been so tight as today and going forward into the next decade.
RCCSP Call Center Training Improves Texas City's Utility's Service, Satisfaction, Bottom Line
Contact center training and certification can generate significant bottom-line benefits that even in challenging times such as these. It can also assist organizations that already have a longstanding reputation for excellent service.
Contact center training and certification can generate significant bottom-line benefits that even in challenging times such as these. It can also assist organizations that already have a longstanding reputation for excellent service.
Virtual Courses, Smaller, Less Frequent Higher Quality Training Key Trends: RCCSP
Nina Kawalek is principal of The Resource Center for Customer Service Professionals (RCCSP), a contact center training organization with courses and programs in the United States, Canada, and Caribbean/Latin America.We approached her, recently, to identify and discuss key training trends and what is driving them.
Nina Kawalek is principal of The Resource Center for Customer Service Professionals (RCCSP), a contact center training organization with courses and programs in the United States, Canada, and Caribbean/Latin America.We approached her, recently, to identify and discuss key training trends and what is driving them.
Focus on Why Agents Stay at Jobs to Cut Turnover: RCCSP
Labor is the single most important and expensive component in contact centers, supplying most of the customer care, service, sales, and billing, amounting to 65 percent-70 percent of operating costs. It pays to keep labor loyal i.e. minimizing turnover. Hiring new staff and bringing them up to speed can account for up to 50 percent of their annual wages. Customer loyalty can suffer from the inevitable slowness and errors.
Labor is the single most important and expensive component in contact centers, supplying most of the customer care, service, sales, and billing, amounting to 65 percent-70 percent of operating costs. It pays to keep labor loyal i.e. minimizing turnover. Hiring new staff and bringing them up to speed can account for up to 50 percent of their annual wages. Customer loyalty can suffer from the inevitable slowness and errors.
Back to the Basics: RCCSP Adds Call Center Training to Its Popular Curriculum
In any business, customer service is the driving factor. Well before the current recession hit, the ramifications of poor customer support were patently obvious - as many as 75 percent of customers have ceased to do business with a company from whom they've received poor service. In today's tight economy, that number is likely to be even higher, as customers have much less tolerance for a lack of appropriate support.This means the call centers that provide this all-important customer support must be prepared to increase their performance levels to ensure satisfaction - word travels quickly these says, especially via the Internet, and no business can afford to have negative feedback on its quality of service.
In any business, customer service is the driving factor. Well before the current recession hit, the ramifications of poor customer support were patently obvious - as many as 75 percent of customers have ceased to do business with a company from whom they've received poor service. In today's tight economy, that number is likely to be even higher, as customers have much less tolerance for a lack of appropriate support.This means the call centers that provide this all-important customer support must be prepared to increase their performance levels to ensure satisfaction - word travels quickly these says, especially via the Internet, and no business can afford to have negative feedback on its quality of service.
Assurant Solutions' Albany Call Center Now Hiring
Assurant Solutions provides extended service contracts and wireless phone protection programs for retailers and dealer groups. It has about 14,000 employees primarily in North America.
Assurant Solutions provides extended service contracts and wireless phone protection programs for retailers and dealer groups. It has about 14,000 employees primarily in North America.
Increased Hiring in Central Texas Represents Growth and a Need for Call Center Training Services
Call center hiring continues to grow briskly as more companies seek to keep jobs in the U.S. and even to return jobs that were formerly outsourced to offshore locations. Call center service provider Aegis Limited announced this week that it will be hiring about 300 agents in central Texas to help it service online travel site client Orbitz World Wide. The partnership between Aegis and Orbitz World Wide, which was announced yesterday, will include hiring and training a group of "travel professionals" to work in Aegis' call center at 777 Twin Creek Drive in Killeen, Texas.
Call center hiring continues to grow briskly as more companies seek to keep jobs in the U.S. and even to return jobs that were formerly outsourced to offshore locations. Call center service provider Aegis Limited announced this week that it will be hiring about 300 agents in central Texas to help it service online travel site client Orbitz World Wide. The partnership between Aegis and Orbitz World Wide, which was announced yesterday, will include hiring and training a group of "travel professionals" to work in Aegis' call center at 777 Twin Creek Drive in Killeen, Texas.
Mindshare's New Call Center Training Software Features Instant Feedback Surveys
Mindshare Technologies, specializing in call center training, announced the availability of their new automated callback service, Outbound Dial, for its call center and service industry customers. Outbound Dial can also be used by clients gauging the quality of their customer interactions through a system that can't be manipulated by agents.
Mindshare Technologies, specializing in call center training, announced the availability of their new automated callback service, Outbound Dial, for its call center and service industry customers. Outbound Dial can also be used by clients gauging the quality of their customer interactions through a system that can't be manipulated by agents.
Give Your Call Center Skills a Workout with RCCSP Boot Camp Course
You would think boot camp-type classes may only appear on your local gym's itinerary, but now classes with similar intensity and hands-on training are also making their way into professional environments, particularly in the call center industry.
You would think boot camp-type classes may only appear on your local gym's itinerary, but now classes with similar intensity and hands-on training are also making their way into professional environments, particularly in the call center industry.
New Call Center Training Courses Highlight Importance of Customer Service
Mastery Technologies has entered into a partnership with Telephone Doctor, a brand name in the corporate training and development space, in an attempt to highlight the fact that a company's best assets, its customers, are being underutilized and often overlooked. Well known for its software products and training solutions, the videos takes customer service representatives through the well trodden paths of customer care, emphasizing the skills that they need to provide excellent customer service.
Mastery Technologies has entered into a partnership with Telephone Doctor, a brand name in the corporate training and development space, in an attempt to highlight the fact that a company's best assets, its customers, are being underutilized and often overlooked. Well known for its software products and training solutions, the videos takes customer service representatives through the well trodden paths of customer care, emphasizing the skills that they need to provide excellent customer service.
RCCSP Brings Call Center Training and Certification Class to Your Front Door
Our day-to-day lives are filled with conversations. As family members, partners, friends, colleagues and peers, we are expected to offer our thoughts and opinions on subjects presented and, in exchange, listen intently on what others have to say. The innate human ability to communicate may be second nature, but for contact center agents, it's a different story. Not only are these agents required to converse and listen, but they have to do so in order to meet set expectations, resolve conflict and contribute to the effectiveness of a brand. It's pretty safe to say that the ultimate success of a business may come down to how well these support professionals can recognize customers' needs and adapt strategies to meet those needs.
Our day-to-day lives are filled with conversations. As family members, partners, friends, colleagues and peers, we are expected to offer our thoughts and opinions on subjects presented and, in exchange, listen intently on what others have to say. The innate human ability to communicate may be second nature, but for contact center agents, it's a different story. Not only are these agents required to converse and listen, but they have to do so in order to meet set expectations, resolve conflict and contribute to the effectiveness of a brand. It's pretty safe to say that the ultimate success of a business may come down to how well these support professionals can recognize customers' needs and adapt strategies to meet those needs.
Call Center Training: How Call Center Jobs are Returning to the US
In the 1980s and 1990s, nearly 600,000 call center jobs left the U.S. and headed to the greener pastures and lower wages in countries like India and the Philippines. Today, however, the tide is turning with many of those call center positions returning to the United States. The turnaround is being touted as a win for our economy, for American workers and for American consumers. As captured in this ABC News report, it seemed to make financial sense to outsource call center jobs 10-20 years ago, but not today. For one thing, foreign call center agents often had to learn to speak English in order to communicate with customers, an interesting spin on call center training.
In the 1980s and 1990s, nearly 600,000 call center jobs left the U.S. and headed to the greener pastures and lower wages in countries like India and the Philippines. Today, however, the tide is turning with many of those call center positions returning to the United States. The turnaround is being touted as a win for our economy, for American workers and for American consumers. As captured in this ABC News report, it seemed to make financial sense to outsource call center jobs 10-20 years ago, but not today. For one thing, foreign call center agents often had to learn to speak English in order to communicate with customers, an interesting spin on call center training.
Silah Gulf Launches Call Center Training Academy
In an effort to provide training to contact center and retail staff, Silah Gulf, a multi-award winning business process outsourcing (BPO) and customer management provider, has officially launched Silah Academy. The institution is believed to provide the job seekers in Bahrain with a platform from which to embark upon a white collar career.
In an effort to provide training to contact center and retail staff, Silah Gulf, a multi-award winning business process outsourcing (BPO) and customer management provider, has officially launched Silah Academy. The institution is believed to provide the job seekers in Bahrain with a platform from which to embark upon a white collar career.
Call Center Training: Customer Service Reps Becoming Brand Connoisseurs
Next time you place a call into a company in search of assistance with a product or service, it's very likely you'll be receiving a tad more attention than usual.
Next time you place a call into a company in search of assistance with a product or service, it's very likely you'll be receiving a tad more attention than usual.
Zappos' Dedication to Customer Service
Zappos has always aimed to avoid call center customer service complaints. In order to accomplish this the online retailer has 500 employees in a call center in Las Vegas who endure seven weeks of training on customer service.
Zappos has always aimed to avoid call center customer service complaints. In order to accomplish this the online retailer has 500 employees in a call center in Las Vegas who endure seven weeks of training on customer service.
Call Center Training Designed to Improve Profitability While Keeping Customers Happy
The exciting world of the call center is not for the faint of heart, nor is it for the untrained rookie unable to handle multiple interaction channels, or happy customers who can turn into frustrated and demanding individuals in the blink of an eye. Fortunately, the Resource Center for Customer Service Professionals (RCCSP) offers the necessary call center training to keep everyone in your environment on their toes.
The exciting world of the call center is not for the faint of heart, nor is it for the untrained rookie unable to handle multiple interaction channels, or happy customers who can turn into frustrated and demanding individuals in the blink of an eye. Fortunately, the Resource Center for Customer Service Professionals (RCCSP) offers the necessary call center training to keep everyone in your environment on their toes.
Call Center Training Provides Insight on Developing Effective Questionnaires
The call center environment is a dynamic and demanding mix of changing call volumes, varied agent skill and rotating campaigns. To effectively manage all of these elements and deliver on customer expectations when it comes to service, leaders in this space benefit considerably from call center training.
The call center environment is a dynamic and demanding mix of changing call volumes, varied agent skill and rotating campaigns. To effectively manage all of these elements and deliver on customer expectations when it comes to service, leaders in this space benefit considerably from call center training.
Call Center Training Now Includes Certified Outsourcing Professional Option
In this new and more volatile economy, organizations seeking the ability to deliver an experience for the customer that is consistent with their brand are considering a move to call center outsourcing. The challenge here is these transitions can quickly turn to failure when relationships are not properly managed. Before the move is made, call center training is necessary to facilitate the nurturing of important relationships.
In this new and more volatile economy, organizations seeking the ability to deliver an experience for the customer that is consistent with their brand are considering a move to call center outsourcing. The challenge here is these transitions can quickly turn to failure when relationships are not properly managed. Before the move is made, call center training is necessary to facilitate the nurturing of important relationships.
RCCSP Promises Call Center Training Like No Other
Anyone can step into the average call center management environment and start delivering satisfying experiences for the customer, right? The dynamics within the call center environment suggest that without the right call center training, even the most talented of customer service managers can fall short of the quality service customers expect. Fortunately, RCCSP offers the training necessary to get managers up to speed on running a successful call center.
Anyone can step into the average call center management environment and start delivering satisfying experiences for the customer, right? The dynamics within the call center environment suggest that without the right call center training, even the most talented of customer service managers can fall short of the quality service customers expect. Fortunately, RCCSP offers the training necessary to get managers up to speed on running a successful call center.
RCCSP Offers Certification Call Center Training Course
The complexities of the modern call center environment demands a clear focus on call center training to keep key players at the top of their game. Call Center Manager Certification Training is available from RCCSP (The Resource Center for Customer Service Professionals) to equip call center managers with the call center training necessary to support optimal success.
The complexities of the modern call center environment demands a clear focus on call center training to keep key players at the top of their game. Call Center Manager Certification Training is available from RCCSP (The Resource Center for Customer Service Professionals) to equip call center managers with the call center training necessary to support optimal success.
Certification Essential for Quality Call Center Training
Selecting a fulfillment company can be a complicated task. Last week, TMCnet offered an in-depth look at the proper steps to follow when choosing a fulfillment company. One important area to expand on is certification. Call center training is an essential focus, but it's critical that you demand certification to ensure the company follows industry standards for best-in-class service delivery.
Selecting a fulfillment company can be a complicated task. Last week, TMCnet offered an in-depth look at the proper steps to follow when choosing a fulfillment company. One important area to expand on is certification. Call center training is an essential focus, but it's critical that you demand certification to ensure the company follows industry standards for best-in-class service delivery.
How to Choose a Fulfillment Company
If you're hunting for a fulfillment company, you may be confused by the array of choices. There are a number of companies that offer fulfillment services both in the U.S. and offshore. It's not much going with a cheap offshore provider if it's going to alienate your customers and lose your business. How much have you saved then? To help out, fulfillment company USA Fulfillment offers a comprehensive check list of the seven most important elements to consider when seeking fulfillment services.
If you're hunting for a fulfillment company, you may be confused by the array of choices. There are a number of companies that offer fulfillment services both in the U.S. and offshore. It's not much going with a cheap offshore provider if it's going to alienate your customers and lose your business. How much have you saved then? To help out, fulfillment company USA Fulfillment offers a comprehensive check list of the seven most important elements to consider when seeking fulfillment services.
DC Brands International CEO and President Gives Staff Training for Fat Fighter Infomercial
DC Brands International, a producer of functional beverages and health products, announced that its President and CEO Richard Pearce will be training and educating the call center staff. The training is expected to assist call center staff for handling the responses to the Fat Fighter infomercial and processing the incoming orders.
DC Brands International, a producer of functional beverages and health products, announced that its President and CEO Richard Pearce will be training and educating the call center staff. The training is expected to assist call center staff for handling the responses to the Fat Fighter infomercial and processing the incoming orders.
IVR Training Course Offer Call Centers a Path to Success
Interactive voice response systems are ubiquitous in the call center space. Even if you're only using one to greet customer or help direct their calls, IVRs save you time and money while simultaneously increasing the information that your agents have at their disposal. Well, they would in a perfect world at least; let's not forget the other side of the coin: those horror stories you here about disconnected calls, menus that go in circles, or unresponsive commands.
Interactive voice response systems are ubiquitous in the call center space. Even if you're only using one to greet customer or help direct their calls, IVRs save you time and money while simultaneously increasing the information that your agents have at their disposal. Well, they would in a perfect world at least; let's not forget the other side of the coin: those horror stories you here about disconnected calls, menus that go in circles, or unresponsive commands.
How Intimate are Your Customer Relationships?
Intimacy used in the context of the customer may not be a common thought process within your organization; but to drive business success today, you have to think with a new depth of customer insight. This insight requires customer-centric strategies and advanced analytic tools to produce the right level of intimacy to protect the customer base.
Intimacy used in the context of the customer may not be a common thought process within your organization; but to drive business success today, you have to think with a new depth of customer insight. This insight requires customer-centric strategies and advanced analytic tools to produce the right level of intimacy to protect the customer base.
Nicor National's Call Center Training Strategy A Winner : Earns JD Power & Associates "Outstanding Customer Experience" Award for Fifth Year in a Row
The telephone is very quickly becoming the black sheep in customer service. Once considered the most ideal channel for customer support, a recent study conducted by Econsultancy found that 48% of survey participants rated the telephone as the most frustrating customer service channel. Survey participants rated the telephone as being three times more frustrating than e-mail and eight times more frustrating than live chat.
The telephone is very quickly becoming the black sheep in customer service. Once considered the most ideal channel for customer support, a recent study conducted by Econsultancy found that 48% of survey participants rated the telephone as the most frustrating customer service channel. Survey participants rated the telephone as being three times more frustrating than e-mail and eight times more frustrating than live chat.
Top Two Call Center Attributes Revealed in Forrester Study for Avaya
When it comes to measuring call center service delivery, it's best to get feedback straight from the horse's mouth: the customers. The Global 2011 Consumer Preference Report, a new industry study conducted by Forrester on behalf of Avaya, reveals what consumers want from customer service centers in order to give them an "excellent" rating.
When it comes to measuring call center service delivery, it's best to get feedback straight from the horse's mouth: the customers. The Global 2011 Consumer Preference Report, a new industry study conducted by Forrester on behalf of Avaya, reveals what consumers want from customer service centers in order to give them an "excellent" rating.
Is Your Call Center's Balanced Scorecard Really Balanced?
Ask any call center manager what their main role in the call center is, and you will invariably get the same answer: performance management. To manage call center performance, managers typically rely on balanced scorecards. These scorecards tend to measure performance in two areas: efficiency and effectiveness. While these are clearly two critical elements of performance, are they the only ones? How "balanced" is your call center balanced scorecard?
Ask any call center manager what their main role in the call center is, and you will invariably get the same answer: performance management. To manage call center performance, managers typically rely on balanced scorecards. These scorecards tend to measure performance in two areas: efficiency and effectiveness. While these are clearly two critical elements of performance, are they the only ones? How "balanced" is your call center balanced scorecard?
RCCSP Champions Call Center Business Framework
In Lewis Carroll's "Alice in Wonderland" there's a delightful conversation between Alice and the Cheshire Cat. Alice, who was a bit perplexed as to where she wanted to go, asked the cat, "Would you tell me, please, which road I ought to walk from here?" The cat, with its characteristic grin, vexed Alice with his reply, "You're sure to get somewhere if you walk long enough..."
In Lewis Carroll's "Alice in Wonderland" there's a delightful conversation between Alice and the Cheshire Cat. Alice, who was a bit perplexed as to where she wanted to go, asked the cat, "Would you tell me, please, which road I ought to walk from here?" The cat, with its characteristic grin, vexed Alice with his reply, "You're sure to get somewhere if you walk long enough..."
Why Telecom Expense Management (TEM) Can Save your Business
Organizations that are under pressure to reduce expenses (and in today's economy, who isn't?) face an unique challenge: how to reduce costs without affecting efficiency and productivity. Which areas of the budget can be cut without sacrificing the quality of the products or services provided? Reducing labor costs is no longer the best option, especially considering that most organizations are already operating at minimum staffing levels. Where can managers turn to?
Organizations that are under pressure to reduce expenses (and in today's economy, who isn't?) face an unique challenge: how to reduce costs without affecting efficiency and productivity. Which areas of the budget can be cut without sacrificing the quality of the products or services provided? Reducing labor costs is no longer the best option, especially considering that most organizations are already operating at minimum staffing levels. Where can managers turn to?
RCCPS Gets Business Bureau Accreditation
The RCCSP Professional Education Alliance has met all BBB standards and is now an Accredited Business.
The RCCSP Professional Education Alliance has met all BBB standards and is now an Accredited Business.
RCCSP's Call Center Management Boot Camp Caters to Veterans and Greenhorns Alike
For call center managers a combination of technological fluency and managerial know-how are essential to survival in the high stress environments of customer service. The ability to juggle these tasks is not something that we intrinsically carry, and even after years of successful call center operation there are always means by which managers can boost their effectiveness.
For call center managers a combination of technological fluency and managerial know-how are essential to survival in the high stress environments of customer service. The ability to juggle these tasks is not something that we intrinsically carry, and even after years of successful call center operation there are always means by which managers can boost their effectiveness.
New Dates for RCCSP Call Center Training Course on Handling Difficult Callers
The RCCSP Professional Educational Alliance has released new upcoming dates in 2011for the vital - and timely - The Art of Managing Difficult Callers and Affecting Real-Time Customer Recovery course.
The RCCSP Professional Educational Alliance has released new upcoming dates in 2011for the vital - and timely - The Art of Managing Difficult Callers and Affecting Real-Time Customer Recovery course.
RCCSP Offers CRM, Six Sigma Contact Center Training Courses in Greenville S.C. July 25-28
In these challenging and social times in an era when products and service offerings are commoditized and price competitive, service via contact centers has become the key differentiator not just to retain buyers but to attract new ones. You may then need to boost your contact center training and/or that of your colleagues to create and/or widen your lead over those who are nipping at your heels.
In these challenging and social times in an era when products and service offerings are commoditized and price competitive, service via contact centers has become the key differentiator not just to retain buyers but to attract new ones. You may then need to boost your contact center training and/or that of your colleagues to create and/or widen your lead over those who are nipping at your heels.
Are You Ready To Train For Repatriated Contact Centers?
More contact center work appears to be leaving the offshore, driven back onshore. The forces are a combination of customers' issues with service quality and rising costs in those nations.
More contact center work appears to be leaving the offshore, driven back onshore. The forces are a combination of customers' issues with service quality and rising costs in those nations.
RCCSP Brings Contact Center Training to Chicago Area Aug.1-5
Frank Sinatra once crooned "This is my kind of town, Chicago is". And anyone who lives/has lived, visited extensively and done business there will attest to the city's proud, gritty, determined, rough-and-tumble culture evoked in Carl Sandburg's poem, Chicago. Chicago is focused and resilient, it is where the tough truly get going and it works and plays hard as witnessed by its legendary sports teams and it has grace as shown by its amazing architecture.
Frank Sinatra once crooned "This is my kind of town, Chicago is". And anyone who lives/has lived, visited extensively and done business there will attest to the city's proud, gritty, determined, rough-and-tumble culture evoked in Carl Sandburg's poem, Chicago. Chicago is focused and resilient, it is where the tough truly get going and it works and plays hard as witnessed by its legendary sports teams and it has grace as shown by its amazing architecture.
Contact Center Accent and Culture Training? Who Needs It?
For all contact center agents, onshore and offshore alike, the most important skills are listening, , reading, , speaking and writing clearly and conveying understanding, empathy and a sincere willingness to help in , communications, no matter the interactions. This is followed by the specific skills the particular work requires: be this customer service, support, sales and collections.
For all contact center agents, onshore and offshore alike, the most important skills are listening, , reading, , speaking and writing clearly and conveying understanding, empathy and a sincere willingness to help in , communications, no matter the interactions. This is followed by the specific skills the particular work requires: be this customer service, support, sales and collections.
More Reasons To Attend RCCSP's Call Center Training in Canada Next Week…
Want more reasons to attend and take way the latest in contact center management, supervision and operations techniques from RCCSP Professional Education Alliance's intensive four-day call center training and certification sessions in Toronto, Ontario Canada July 11-15?
Want more reasons to attend and take way the latest in contact center management, supervision and operations techniques from RCCSP Professional Education Alliance's intensive four-day call center training and certification sessions in Toronto, Ontario Canada July 11-15?
More Reasons to Attend RCCSP's Call Center Training in Canada Next Week…
Want more reasons to attend and take way the latest in contact center management, supervision and operations techniques from RCCSP Professional Education Alliance's intensive four-day call center training and certification sessions in Toronto, Ontario Canada July 11-15?
Want more reasons to attend and take way the latest in contact center management, supervision and operations techniques from RCCSP Professional Education Alliance's intensive four-day call center training and certification sessions in Toronto, Ontario Canada July 11-15?
Enabling Post-Call Survey Systems For Improved Contact Center Training
The key to customer retention, loyalty and especially in this social media age to attraction is listening to the voice of the customer or VOC both in the interactions but equally if arguably more importantly in post-call surveys (PCS). Information gathered from PCSes, combined with agent monitoring and QA analysis from recordings enable contact center supervisors to precisely train contact center agents to improve their handling of vital customer matters.
The key to customer retention, loyalty and especially in this social media age to attraction is listening to the voice of the customer or VOC both in the interactions but equally if arguably more importantly in post-call surveys (PCS). Information gathered from PCSes, combined with agent monitoring and QA analysis from recordings enable contact center supervisors to precisely train contact center agents to improve their handling of vital customer matters.
Contact Center Training: The Subject Matter Experts
One of the most potentially daunting contact center training challenges is in training non-contact center personnel on contact center skills. These are the subject matter experts (SMEs) such as accountants, engineers, healthcare professionals, logistics specialists, programmers and senior IT staff. They are now handling customer service and support inquiries through contacts transferred to them by first line agents, who see their presence via unified communications. They are also directly engaging with customers by responding to their social media posts and tweets.
One of the most potentially daunting contact center training challenges is in training non-contact center personnel on contact center skills. These are the subject matter experts (SMEs) such as accountants, engineers, healthcare professionals, logistics specialists, programmers and senior IT staff. They are now handling customer service and support inquiries through contacts transferred to them by first line agents, who see their presence via unified communications. They are also directly engaging with customers by responding to their social media posts and tweets.
Call Center Training, Recruiting Investments Up: Dimension Data Report
If your contact center has or is considering investing more resources into contact center training to successfully attract and keep staff you are not alone. A new report by Dimension Data reveals that more of your peers are doing just that.
If your contact center has or is considering investing more resources into contact center training to successfully attract and keep staff you are not alone. A new report by Dimension Data reveals that more of your peers are doing just that.
Call Center Training, Recruiting Investments Up: Dimension Data Report
If your contact center has or is considering investing more resources into contact center training to successfully attract and keep staff you are not alone. A new report by Dimension Data reveals that more of your peers are doing just that.
If your contact center has or is considering investing more resources into contact center training to successfully attract and keep staff you are not alone. A new report by Dimension Data reveals that more of your peers are doing just that.
RCCSP Offers Intensive Contact Center Training in Canada July 11-15
The Canadian contact center sector is doing reasonably well thanks to an economy that is more prosperous and stable than that of its U.S. neighbor thanks mainly to resources (chiefly oil) and offshore investment. Canadian banks especially have a well-earned reputation for multichannel customer service and the wireless sector is finally getting competitive. There is for example still a Sears catalog in Canada-the last such catalog in North America-complemented by contact centers, web self-service and retail; Sears in Canada is a different firm than that in the U.S. though credit cards from one can be used in the other.
The Canadian contact center sector is doing reasonably well thanks to an economy that is more prosperous and stable than that of its U.S. neighbor thanks mainly to resources (chiefly oil) and offshore investment. Canadian banks especially have a well-earned reputation for multichannel customer service and the wireless sector is finally getting competitive. There is for example still a Sears catalog in Canada-the last such catalog in North America-complemented by contact centers, web self-service and retail; Sears in Canada is a different firm than that in the U.S. though credit cards from one can be used in the other.
RCCSP Offers Intensive Contact Center Training in Canada July 11-15
The Canadian contact center sector is doing reasonably well thanks to an economy that is more prosperous and stable than that of its U.S. neighbor, owing mainly to resources (chiefly oil) and offshore investment. Canadian banks especially have a well-earned reputation for multichannel customer service and the wireless sector is finally getting competitive. There is, for example, still a Sears catalog in Canada - the last such catalog in North America - complemented by contact centers, web self-service and retail; Sears in Canada is a different firm than that in the U.S. though credit cards from one can be used in the other.
The Canadian contact center sector is doing reasonably well thanks to an economy that is more prosperous and stable than that of its U.S. neighbor, owing mainly to resources (chiefly oil) and offshore investment. Canadian banks especially have a well-earned reputation for multichannel customer service and the wireless sector is finally getting competitive. There is, for example, still a Sears catalog in Canada - the last such catalog in North America - complemented by contact centers, web self-service and retail; Sears in Canada is a different firm than that in the U.S. though credit cards from one can be used in the other.
Why Retail is the Best Contact Center Training Ground
I have had several discussions recently with both CRM industry professionals and individuals who have worked in both contact centers and in retail. And they agree that one of the best training grounds for any contact center agent or supervisor is in retail on-the-floor sales. So when recruiting and assessing applicants contact centers should consider fast-track those who have had success in that field.
I have had several discussions recently with both CRM industry professionals and individuals who have worked in both contact centers and in retail. And they agree that one of the best training grounds for any contact center agent or supervisor is in retail on-the-floor sales. So when recruiting and assessing applicants contact centers should consider fast-track those who have had success in that field.
Avaya Study Prompts Need for Contact Center IVR Training
The results of Avaya's just-released Contact Center Consumer Preference Study should prompt contact centers to step up training their staff on setting up and managing IVR systems.
The results of Avaya's just-released Contact Center Consumer Preference Study should prompt contact centers to step up training their staff on setting up and managing IVR systems.
IAOP and RCCSP Professional Education Alliance Enter Partnership Agreement
In a recent press release, International Association of Outsourcing Professionals (IAOP) and the RCCSP Professional Education Alliance announced that they have entered a partnership agreement. The move will help both the organizations to cater to the certification needs of domestic and global contact center outsourcing services buyers and providers.
In a recent press release, International Association of Outsourcing Professionals (IAOP) and the RCCSP Professional Education Alliance announced that they have entered a partnership agreement. The move will help both the organizations to cater to the certification needs of domestic and global contact center outsourcing services buyers and providers.
Bolstering Contact Center Training and Certification, RCCSP Adds IAOP's Certified Outsourcing Professional designation
Professional certifications are extremely valuable in service-driven environments such as contact centers, where having qualified professionals managing aspects of the customer support strategy is of utmost importance RCCSP Professional Education Alliance CEO Nina Kawalek points out. This is especially true in the global outsourcing market, a growing industry that is demanding more and more experienced and knowledgeable call center professionals.
Professional certifications are extremely valuable in service-driven environments such as contact centers, where having qualified professionals managing aspects of the customer support strategy is of utmost importance RCCSP Professional Education Alliance CEO Nina Kawalek points out. This is especially true in the global outsourcing market, a growing industry that is demanding more and more experienced and knowledgeable call center professionals.
RCCSP Call Center Training Course Enabling Hearing Voice of Customer
Accurately and rapidly obtaining actionable Voice of the Customer (VOC) information and insights is one of the most important tasks facing contact centers. Especially in today's economy it is customers who rule and their experiences not only impact their buying decisions but they can-and-are influencing those of others through social media.
Accurately and rapidly obtaining actionable Voice of the Customer (VOC) information and insights is one of the most important tasks facing contact centers. Especially in today's economy it is customers who rule and their experiences not only impact their buying decisions but they can-and-are influencing those of others through social media.
Call Center Training for Field Reps
Field service and support reps are de facto in-person contact center agents. They provide assistance, listening to customers' needs, asking them questions to find solutions while demonstrating empathy, patience and tolerance even when the customers are getting impatient and even rude. In the field, the customer service/support work is hands-on and in-their-face. And, in many ways, field work-and the skills and the training required-is more challenging than that for the reps' desktop-bound colleagues.
Field service and support reps are de facto in-person contact center agents. They provide assistance, listening to customers' needs, asking them questions to find solutions while demonstrating empathy, patience and tolerance even when the customers are getting impatient and even rude. In the field, the customer service/support work is hands-on and in-their-face. And, in many ways, field work-and the skills and the training required-is more challenging than that for the reps' desktop-bound colleagues.
Call Center Training to Manage Today's Difficult Callers
Ask anyone who works with the public: whether at the front desks, in restaurants, sales floors and yes in contact centers about customer attitudes and chances are adjectives such as "cranky, impatient, demanding and difficult" will be on their lips. There is anecdotal evidence suggesting that such behaviors are increasing. As one now-former retail salesperson (and contact center agent) told me: "their attitudes have become 'I bought something from you, now you owe me, you're at my beck-and-call.'"
Ask anyone who works with the public: whether at the front desks, in restaurants, sales floors and yes in contact centers about customer attitudes and chances are adjectives such as "cranky, impatient, demanding and difficult" will be on their lips. There is anecdotal evidence suggesting that such behaviors are increasing. As one now-former retail salesperson (and contact center agent) told me: "their attitudes have become 'I bought something from you, now you owe me, you're at my beck-and-call.'"
Come to Boston for RCCSP Call Center Training
There are many reasons to go to Boston, Massachusetts in June. It is the best time of year before the summer heat rolls in to visit the city's wealth of attractions, many steeped (including literally) in American history, to check out Quincy Market, the quaint streets of neighborhoods like Beacon Hill and yes catch a Red Sox game at Fenway Park.
There are many reasons to go to Boston, Massachusetts in June. It is the best time of year before the summer heat rolls in to visit the city's wealth of attractions, many steeped (including literally) in American history, to check out Quincy Market, the quaint streets of neighborhoods like Beacon Hill and yes catch a Red Sox game at Fenway Park.
New RCCSP Contact Center Strategy Course Helps Managers Achieve Goals
Leaders set the direction in contact centers. They know where their operations must go to, see the seas and feel the winds and the currents and can effectively command their crews to reach the distant shores.
Leaders set the direction in contact centers. They know where their operations must go to, see the seas and feel the winds and the currents and can effectively command their crews to reach the distant shores.
RCCSP Professional Education Alliance Offers Communications Training for Call Centers, Enterprises
Call center staff and those in other departments such as marketing and sales should know how to effectively communicate with others; after all these functions are about communications.
Call center staff and those in other departments such as marketing and sales should know how to effectively communicate with others; after all these functions are about communications.
RCCSP Offers Spring Virtual Call Center Supervision and Training Courses
Call center supervisors need excellent and continued training to keep their skills to form and learn new ones in this rapidly changing field where both high quality customer responsiveness and cost containment-including limiting staff churn--share equal billing.
Call center supervisors need excellent and continued training to keep their skills to form and learn new ones in this rapidly changing field where both high quality customer responsiveness and cost containment-including limiting staff churn--share equal billing.
RCCSP Professional Education Alliance on Call Center Training and Productivity
Call centers are about productivity: handling contacts effectively and efficiently and tracking and judging this performance through using a wide array of metrics. That requires call center training so that agents can meet and surpass these objectives.
Call centers are about productivity: handling contacts effectively and efficiently and tracking and judging this performance through using a wide array of metrics. That requires call center training so that agents can meet and surpass these objectives.
Call Center Training Needs Increase with U.S. Center Expansions
There has been a spate of recent call center expansions in the U.S. that will require exceptionally skilled well-trained contact center staff to provide high quality/high-touch service.
There has been a spate of recent call center expansions in the U.S. that will require exceptionally skilled well-trained contact center staff to provide high quality/high-touch service.
InVision Software, the Call Center School Partner on Call Center Training
It is one thing to buy a solution. It is another to use it. And there are reports of contact centers making minimal use or walking away from workforce management (WFM) tools.
It is one thing to buy a solution. It is another to use it. And there are reports of contact centers making minimal use or walking away from workforce management (WFM) tools.
Interactive Intelligence Offers Call Center Training Classes
One of the contact center training fundamentals is learning how to effectively use the tools provided. And these solutions' suppliers are readily to oblige by offering training both instructor-led and/or online eLearning. The payoffs for them are happier, more satisfied customers and with this recommendations and references from them that attract other clients and reduced support costs.
One of the contact center training fundamentals is learning how to effectively use the tools provided. And these solutions' suppliers are readily to oblige by offering training both instructor-led and/or online eLearning. The payoffs for them are happier, more satisfied customers and with this recommendations and references from them that attract other clients and reduced support costs.
RCCSP Call Center Training Events in Chicago, Houston, Atlanta, Boston
Missed getting on board the RCCSP Professional Education Alliance's one-stop-shopping comprehensive set of call center/contact center training and certification courses that are being offered in New York City this month?
Missed getting on board the RCCSP Professional Education Alliance's one-stop-shopping comprehensive set of call center/contact center training and certification courses that are being offered in New York City this month?
Just One Week Left to Enroll in RCCSP's New York City-Held Call Center Training Classes
The economy is slowly improving, generating higher contact volumes at the same time customers are rightfully demanding topnotch service when they reach organizations: service that is has to be efficiently provided. To meet and balance these needs requires trained and certified contact center staff.
The economy is slowly improving, generating higher contact volumes at the same time customers are rightfully demanding topnotch service when they reach organizations: service that is has to be efficiently provided. To meet and balance these needs requires trained and certified contact center staff.
Call Center Fundamentals Training Featured In RCCSP's NYC Contact Center Congress
New call/contact center professionals and executives who need to know about how contact centers operate will have an excellent opportunity to learn about that in the by taking the Fundamentals track at the RCCSP Professional Education Alliance's Contact Center Congress that is taking place March 28-April 1 2011 at the Sheraton LaGuardia in New York City.
New call/contact center professionals and executives who need to know about how contact centers operate will have an excellent opportunity to learn about that in the by taking the Fundamentals track at the RCCSP Professional Education Alliance's Contact Center Congress that is taking place March 28-April 1 2011 at the Sheraton LaGuardia in New York City.
New York, New Jersey to Host Call Center Training Extravaganza
The stage is set for an unprecedented event, never-before seen in the call center industry. RCCSP Professional Education Alliance is bringing its most comprehensive Contact Center Congress to New York and New Jersey, for a week-long training marathon that includes a total of 14 different intensive-learning call center certification and training courses.
The stage is set for an unprecedented event, never-before seen in the call center industry. RCCSP Professional Education Alliance is bringing its most comprehensive Contact Center Congress to New York and New Jersey, for a week-long training marathon that includes a total of 14 different intensive-learning call center certification and training courses.
Workforce Management Focus at RCCSP Professional Education Alliance's New York Call Center Training Event
The RCCSP Professional Education Alliance is sponsoring an intensive 14-course call center training and certification event in New York City March 28-April 2011 at the Sheraton LaGuardia.
The RCCSP Professional Education Alliance is sponsoring an intensive 14-course call center training and certification event in New York City March 28-April 2011 at the Sheraton LaGuardia.
Q&A on with RCCSP Professional Education Alliance on Training Home and Remote Call Center Agents
Arguably the next generation of call centers will less likely be housed in nondescript buildings in office parks or converted department stores and more likely in agents' homes. The reasons include cost saving, greater flexibility, business continuity and widened access to the best available and most loyal talent.
Arguably the next generation of call centers will less likely be housed in nondescript buildings in office parks or converted department stores and more likely in agents' homes. The reasons include cost saving, greater flexibility, business continuity and widened access to the best available and most loyal talent.
RCCSP's Call Center Training Rolls into the Big Apple March 28-April 1
New York City is the center this spring for one of the most comprehensive and intensive set of contact center training and certification courses being offered in 2011. The RCCSP Professional Education Alliance is holding 14 classes from March 28 through April 1 at the Sheraton LaGuardia. The subjects cover range from call center director training to workforce management.
New York City is the center this spring for one of the most comprehensive and intensive set of contact center training and certification courses being offered in 2011. The RCCSP Professional Education Alliance is holding 14 classes from March 28 through April 1 at the Sheraton LaGuardia. The subjects cover range from call center director training to workforce management.
IVR 'Nuisances' Affecting Apple's Customer Satisfaction
Apple has long been recognized for having a near fanatical customer base. The company has consistently high customer satisfaction ratings. Products like the iPod, iPhone, and the iPad are famous for their high quality and user-friendliness. However, there's another "i" that's giving the Apple faithful a lot of headaches: the IVR.
Apple has long been recognized for having a near fanatical customer base. The company has consistently high customer satisfaction ratings. Products like the iPod, iPhone, and the iPad are famous for their high quality and user-friendliness. However, there's another "i" that's giving the Apple faithful a lot of headaches: the IVR.
Walking the Tight-Rope: The Art and Science of Balancing Call Volumes and Staffing
The greatest cost of operating a call center is the cost of employee compensation. Careful management of human resource utilization - how and when the call center uses its agents - can have the most dramatic effect on the call center's bottom line. At the same time, agent availability can significantly impact service level and customer satisfaction. So what can a call center do to balance costs and customer satisfaction?
The greatest cost of operating a call center is the cost of employee compensation. Careful management of human resource utilization - how and when the call center uses its agents - can have the most dramatic effect on the call center's bottom line. At the same time, agent availability can significantly impact service level and customer satisfaction. So what can a call center do to balance costs and customer satisfaction?
RCCSP Offers Call Center Training on Service Engineering Techniques
The saying "if you cannot measure it you cannot act on it" literally rings true in call centers. Every facet they touch, from call volume to call center training has become quantifiable and actionable.
The saying "if you cannot measure it you cannot act on it" literally rings true in call centers. Every facet they touch, from call volume to call center training has become quantifiable and actionable.
Explaining the Numbers: Going Beyond Call Center Metrics
Today's call center technologies provide managers with access to more data than ever before. With so many alternatives to measuring performance, how can you make sure you are tracking the right metrics?
Today's call center technologies provide managers with access to more data than ever before. With so many alternatives to measuring performance, how can you make sure you are tracking the right metrics?
Specialized Industries Turn to RCCSP's Call Center Manager Certification for Edge
Arie de Geus, former head of Shell's strategic planning group, once said that "the ability to learn faster than your competitors may be the only sustainable competitive advantage." While product innovations continue being an important factor in a company's competitiveness strategy, most agree that comprehensive training and career development can cultivate the highly-skilled workforce needed to keep a competitive edge.
Arie de Geus, former head of Shell's strategic planning group, once said that "the ability to learn faster than your competitors may be the only sustainable competitive advantage." While product innovations continue being an important factor in a company's competitiveness strategy, most agree that comprehensive training and career development can cultivate the highly-skilled workforce needed to keep a competitive edge.
Virtual Hold Technology Helps Government Contact Centers Cut Costs
The poor economy has created some unique challenges for government contact centers. Increases in citizen demands have forced public sector contact centers to adopt customer service improvement projects that meet strict standards for ROI and that lead to a more effective service delivery. One technology in particular, virtual queuing, is proving to be the ideal solution for many state-run contact centers.
The poor economy has created some unique challenges for government contact centers. Increases in citizen demands have forced public sector contact centers to adopt customer service improvement projects that meet strict standards for ROI and that lead to a more effective service delivery. One technology in particular, virtual queuing, is proving to be the ideal solution for many state-run contact centers.
Texan Call Center Managers to Get Training Spurs at RCCSP's Call Center Management Boot Camp
Texans pride themselves on putting their boots on to put in a hard day of work, including at the state's many contact centers. A strong work ethic, a very supportive business and political climate, a large Hispanic population and excellent transportation as well as superb voice/data connectivity have long made the state a favorite locale for these facilities.
Texans pride themselves on putting their boots on to put in a hard day of work, including at the state's many contact centers. A strong work ethic, a very supportive business and political climate, a large Hispanic population and excellent transportation as well as superb voice/data connectivity have long made the state a favorite locale for these facilities.
RCCSP Debuts Call Center Manager Certification Boot Camp Training Program
The Resource Center for Customer Service Professionals' (RCCSP) Professional Education Alliance announced the launch of its five-day Call Center Manager Certification Boot Camp training program in Texas. Being a progressive and recognized accreditation and certification organization, RCCSP maintains and coordinates a portfolio of certification credentials available to call center professionals.
The Resource Center for Customer Service Professionals' (RCCSP) Professional Education Alliance announced the launch of its five-day Call Center Manager Certification Boot Camp training program in Texas. Being a progressive and recognized accreditation and certification organization, RCCSP maintains and coordinates a portfolio of certification credentials available to call center professionals.
Austin, Texas Hosts RCCSP Contact Center Training and Certification Courses
Texas is big on contact centers, thanks to an available high-quality labor force including those with bilingual (English/Spanish) and technical skills that have a strong work ethic coupled with a business-friendly political climate.
Texas is big on contact centers, thanks to an available high-quality labor force including those with bilingual (English/Spanish) and technical skills that have a strong work ethic coupled with a business-friendly political climate.
Explaining the Numbers: Going Beyond Call Center Metrics
Today's call center technologies provide managers with access to more data than ever before. With so many alternatives to measuring performance, how can you make sure you are tracking the right metrics?
Today's call center technologies provide managers with access to more data than ever before. With so many alternatives to measuring performance, how can you make sure you are tracking the right metrics?
Going Global: RCCSP Extends Benefits to Contact Center World Members
In today's globalized economy, education is the foundation of progress. For contact center professionals, having access to the most relevant industry certifications and continuing education programs is crucial for success. Providing timely access to this information to contact center professionals around the world is precisely what RCCSP and Contact Center World have set out to do.
In today's globalized economy, education is the foundation of progress. For contact center professionals, having access to the most relevant industry certifications and continuing education programs is crucial for success. Providing timely access to this information to contact center professionals around the world is precisely what RCCSP and Contact Center World have set out to do.
RCCSP Professional Education Alliance Call Center Training Civilizes the IVR 'Ogre'
In my Logout editorial column for the August 2010 issue of Customer Interaction Solutions I wrote about the need to make the IVR (including speech rec) "ogre" customer-friendly so that they will use these cost-saving and potentially customer-service-enhancing inbound and outbound tools rather than zeroing out to live agents.
In my Logout editorial column for the August 2010 issue of Customer Interaction Solutions I wrote about the need to make the IVR (including speech rec) "ogre" customer-friendly so that they will use these cost-saving and potentially customer-service-enhancing inbound and outbound tools rather than zeroing out to live agents.
Austin Call Center Industry Welcomes RCCSP Certification Courses
How can I jump-start my call center's improvement initiatives? Are there scientific techniques that can improve my call center's performance immediately? What can we do now to run a more effective call center operation? How can I maximize training time and minimize training and travel budgets?
How can I jump-start my call center's improvement initiatives? Are there scientific techniques that can improve my call center's performance immediately? What can we do now to run a more effective call center operation? How can I maximize training time and minimize training and travel budgets?
IVRs Walk the Talk: RCCSP Professional Education Alliance Offers Updated, Expanded Classes
IVRs are often considered the "black sheep" of call center technology. They have a bad reputation. They can be a customer's worst nightmare. All because of those six ill-fated dreaded little words: "that-is-not-a-valid-option."
IVRs are often considered the "black sheep" of call center technology. They have a bad reputation. They can be a customer's worst nightmare. All because of those six ill-fated dreaded little words: "that-is-not-a-valid-option."
RCCSP Intros Home/Remote Call Center Training Courses
Home is arguably where the contact centers should be. As studies have shown and organizations have experienced, there are significant cost savings and productivity gains by shifting agents out of commercial spaces to home spaces: $7,000-plus per staffer/year for U.S. federal government employees alone reports the Telework Research Network.
Home is arguably where the contact centers should be. As studies have shown and organizations have experienced, there are significant cost savings and productivity gains by shifting agents out of commercial spaces to home spaces: $7,000-plus per staffer/year for U.S. federal government employees alone reports the Telework Research Network.
RCCSP-Certified, Trained Call Center Professionals to Get IQPC Event Discounts
There are many well-deserved benefits of being a trained and certified contact center professional via the RCCSP Professional Education Alliance. One of these is the opportunity to learn more about providing service in, training staff for, supervising and managing contact centers via attending IQPC's Sixth Annual Call Center Week Summit in Orlando, Fla. Jan. 24-27 2011.
There are many well-deserved benefits of being a trained and certified contact center professional via the RCCSP Professional Education Alliance. One of these is the opportunity to learn more about providing service in, training staff for, supervising and managing contact centers via attending IQPC's Sixth Annual Call Center Week Summit in Orlando, Fla. Jan. 24-27 2011.
IVR Improvements Increase Government Call Center Satisfaction Ratings
According to a recent study, satisfaction with government agency-run call centers increased over the past year due to significantly improved IVR design practices.
According to a recent study, satisfaction with government agency-run call centers increased over the past year due to significantly improved IVR design practices.
Call Center Certification Provider ITSM Academy Celebrates Sixth Year with RCCSP
ITIL certification training provider ITSM Academy announced it is celebrating 6th year as a member of the RCCSP Professional Education Alliance.
ITIL certification training provider ITSM Academy announced it is celebrating 6th year as a member of the RCCSP Professional Education Alliance.
Texan Call Center Managers to Get Training Spurs at RCCSP's Call Center Management Boot Camp
Texans pride themselves on putting their boots on to put in a hard day of work, including at the state's many contact centers. A strong work ethic, a very supportive business and political climate, a large Hispanic population and excellent transportation as well as superb voice/data connectivity have long made the state a favorite locale for these facilities.
Texans pride themselves on putting their boots on to put in a hard day of work, including at the state's many contact centers. A strong work ethic, a very supportive business and political climate, a large Hispanic population and excellent transportation as well as superb voice/data connectivity have long made the state a favorite locale for these facilities.
ePath Learning ASAP a Timely 2010 Customer Interaction Solutions Product of the Year
A proven, rugged, flexible and timely contact center learning and training solution has made the recipients' list for the recently announced 2010 Customer Interaction Solutions' magazine's 2010 Product of the Year Awards.
A proven, rugged, flexible and timely contact center learning and training solution has made the recipients' list for the recently announced 2010 Customer Interaction Solutions' magazine's 2010 Product of the Year Awards.
Reduced Training Costs in Contivio, SugarCRM Partnership
It takes scarce resources to train contact center agents: time and money that is continually being expended what with high turnover even in a tough economy. Therefore it pays to source solutions that require less training to bring agents up to speed, which generates the ROI from that purchase or contract much faster as well as permitting ready monitoring and coaching.
It takes scarce resources to train contact center agents: time and money that is continually being expended what with high turnover even in a tough economy. Therefore it pays to source solutions that require less training to bring agents up to speed, which generates the ROI from that purchase or contract much faster as well as permitting ready monitoring and coaching.
TMC, RCCSP Launch Call Center Training, Certification and Career Development Portal
RCCSP, the call center industry's accreditation, examination and certification organization, and Technology Marketing Corporation (TMC), the world's leading business to business and integrated marketing media company, have announced the launch of an information portal for contact center management training and career development.
RCCSP, the call center industry's accreditation, examination and certification organization, and Technology Marketing Corporation (TMC), the world's leading business to business and integrated marketing media company, have announced the launch of an information portal for contact center management training and career development.
RCCSP on Quality Monitoring, Quality Management and Training
QM, which stands for quality monitoring and/or quality management, is no longer just about monitoring calls to ensure regulations compliance and to keep agents on their toes by letting them and their customers know that they are being observed. It is increasingly about enabling and ensuring customer-attracting performance. That requires stepped up training of both agents and supervisors.
QM, which stands for quality monitoring and/or quality management, is no longer just about monitoring calls to ensure regulations compliance and to keep agents on their toes by letting them and their customers know that they are being observed. It is increasingly about enabling and ensuring customer-attracting performance. That requires stepped up training of both agents and supervisors.
IQPC, RCCSP Professional Education Alliance Partner
RCCSP Professional Education Alliance, which provides accreditation, examination and certification services for the call/contact center industry, has signed a long-term partnership with IQPC, which organizes conferences and trade shows. The collaboration will allow industry professionals to network with certified specialists and key industry leaders at IQPC call/contact center events.
RCCSP Professional Education Alliance, which provides accreditation, examination and certification services for the call/contact center industry, has signed a long-term partnership with IQPC, which organizes conferences and trade shows. The collaboration will allow industry professionals to network with certified specialists and key industry leaders at IQPC call/contact center events.
Manager Certification Growing in Government Contact Centers: RCCSP Professional Education Alliance
Government (federal, state/provincial, local and agency) contact centers are a special breed. They face tremendous pressure to provide an accurate and timely service delivery to the public, within rigid budgets, and despite customer needs that frequently change. The array of services provided can be overwhelming. Motivating staff is also challenging. So, how do you increase overall team performance, deliver high-quality service and retain a happy, productive workforce in the most cost-effective manner?
Government (federal, state/provincial, local and agency) contact centers are a special breed. They face tremendous pressure to provide an accurate and timely service delivery to the public, within rigid budgets, and despite customer needs that frequently change. The array of services provided can be overwhelming. Motivating staff is also challenging. So, how do you increase overall team performance, deliver high-quality service and retain a happy, productive workforce in the most cost-effective manner?
RCCSP Now Offers Field Service Professional Training, Certification
Field service IT staff: engineers and techs do the sometimes literally heavy lifting when it comes to product installation, troubleshooting and fixing. That can and often includes venturing into customers' spaces that would make for a great episode-complete with dust, debris, creepy crawlies and scurrying mammals-for Mike Rowe's Dirty Jobs on Discovery Channel.
Field service IT staff: engineers and techs do the sometimes literally heavy lifting when it comes to product installation, troubleshooting and fixing. That can and often includes venturing into customers' spaces that would make for a great episode-complete with dust, debris, creepy crawlies and scurrying mammals-for Mike Rowe's Dirty Jobs on Discovery Channel.
Schedule Out for RCCSP's Leading Call Center Management Training and Certification Course
The RCCSP Professional Education Alliance's Call Center Manager Certification Training program is reportedly one of the most popular such courses in the industry and for good reason. Over a three-day period attendees will learn the art and the science of call/contact center management and hone their tactical everyday skills. Those who come out of it are ready to jump-start their centers' improvement initiatives.
The RCCSP Professional Education Alliance's Call Center Manager Certification Training program is reportedly one of the most popular such courses in the industry and for good reason. Over a three-day period attendees will learn the art and the science of call/contact center management and hone their tactical everyday skills. Those who come out of it are ready to jump-start their centers' improvement initiatives.
Training Begins With the Supervisors: RCCSP Professional Education Alliance Offers Updated, Expanded Course
Supervisors are the NCOs of contact centers; they deliver the orders and objectives to the front lines, make the tactical decisions and monitor, coach and train the agents, and in external and internal help desks the support reps, to help them succeed.
Supervisors are the NCOs of contact centers; they deliver the orders and objectives to the front lines, make the tactical decisions and monitor, coach and train the agents, and in external and internal help desks the support reps, to help them succeed.
Can't Travel for Training? Educational Alliance Brings it Closer to You
Every contact center professional needs training: whether it's for an introduction, new methods, skills and technology, certifications, or a review session. However, in this economic environment, travel to seminars is expensive, and these budgets are usually the first to be trimmed when sales and profits turn downward.
Every contact center professional needs training: whether it's for an introduction, new methods, skills and technology, certifications, or a review session. However, in this economic environment, travel to seminars is expensive, and these budgets are usually the first to be trimmed when sales and profits turn downward.
IVR is Hot: Get Cooking with a Fresh Training Course
IVR is a hot solution in more ways than one. Implemented and managed right these tools can save cost-stressed organizations serious money while boosting customer satisfaction, retention and (hopefully) revenues. IVR suppliers have in response been making their wares easier to deploy, change and use.
IVR is a hot solution in more ways than one. Implemented and managed right these tools can save cost-stressed organizations serious money while boosting customer satisfaction, retention and (hopefully) revenues. IVR suppliers have in response been making their wares easier to deploy, change and use.
iQor Soon Hiring for New Call Center in Tempe
Call center outsourcer iQor Inc. will soon be hiring agents for its new state-of-the-art, 50,000 square-foot call center in Tempe. Ariz. The new call center reportedly has capacity for more than 1,200 employees.
Call center outsourcer iQor Inc. will soon be hiring agents for its new state-of-the-art, 50,000 square-foot call center in Tempe. Ariz. The new call center reportedly has capacity for more than 1,200 employees.
RCCSP Certification Welcomed by Canada's Call Center Industry
Canada's call center industry has changed but it continues to thrive. The strong Canadian dollar relative to the U.S. currency has led to many American customer-serving programs and centers being pulled back across the border, but this volume is being replaced by those generated by domestic programs and centers.
Canada's call center industry has changed but it continues to thrive. The strong Canadian dollar relative to the U.S. currency has led to many American customer-serving programs and centers being pulled back across the border, but this volume is being replaced by those generated by domestic programs and centers.
RCCSP Now Offers Training, Certification for Call Center Directors
You are an experienced call/contact center director. You started as an agent and worked your way up to become team leader, supervisor and manager. And you don't think you need training or can benefit from certification.
You are an experienced call/contact center director. You started as an agent and worked your way up to become team leader, supervisor and manager. And you don't think you need training or can benefit from certification.
Sound Off! For RCCSP's Workforce Management Certification Boot Camp
In today's still struggling economy and in better times alike it pays to closely and effectively a contact center's most valuable (if costly and sometimes problematic) asset: its agents and supervisors.
In today's still struggling economy and in better times alike it pays to closely and effectively a contact center's most valuable (if costly and sometimes problematic) asset: its agents and supervisors.
RCCSP Now Offers IVR/Speech Recognition Designing Training
Automated voice both DTMF (a.k.a. touch-tone) IVR and speech recognition systems are hot and for good reasons: improving technology, a widening array of user-friendly applications especially in mobile and the need to control costs.
Automated voice both DTMF (a.k.a. touch-tone) IVR and speech recognition systems are hot and for good reasons: improving technology, a widening array of user-friendly applications especially in mobile and the need to control costs.
Doing More with Less in the Contact Center
As 2010 began, everyone hoped that the challenges of the past few years, largely driven by the economic downturn, were behind us. The reality is that the theme of "doing more with less" is still present today. Over the past few years, many centers lost a large portion of their talent pool to cost cutting. At the same time, budgets are not back to previous levels.
As 2010 began, everyone hoped that the challenges of the past few years, largely driven by the economic downturn, were behind us. The reality is that the theme of "doing more with less" is still present today. Over the past few years, many centers lost a large portion of their talent pool to cost cutting. At the same time, budgets are not back to previous levels.
Ulysses Learning Helps Pharmacy Benefit Company Greatly Improve Customer Satisfaction Scores
Ulysses Learning, a global learning and performance improvement company, is pleased to announce Prime Therapeutics' highly improved customer satisfaction scores.
Ulysses Learning, a global learning and performance improvement company, is pleased to announce Prime Therapeutics' highly improved customer satisfaction scores.
Ulysses Learning Proud to Support its Partners Giving Back to the Community
Join Ulysses Learning's partner, the Executive Learning Exchange, on Tuesday, May 18, at the University Club of Chicago to help raise funding to purchase 50 netbooks for Children's Memorial Hospital in Chicago.
Join Ulysses Learning's partner, the Executive Learning Exchange, on Tuesday, May 18, at the University Club of Chicago to help raise funding to purchase 50 netbooks for Children's Memorial Hospital in Chicago.
RCCSP Call Center Manager Certification Participation Reaches New Heights
A reviving economy means a growing contact center sector. That means having well-trained topnotch managers who can have their teams and agents meet and exceed organizations' customer service, retention, lead generation, sales, collections and staff performance goals as interaction volume increases. At the same time these professionals must be adept at keeping costs, such as through long and repeated calls and agent attrition down.
A reviving economy means a growing contact center sector. That means having well-trained topnotch managers who can have their teams and agents meet and exceed organizations' customer service, retention, lead generation, sales, collections and staff performance goals as interaction volume increases. At the same time these professionals must be adept at keeping costs, such as through long and repeated calls and agent attrition down.
Ulysses Learning Led a Highly Successful Networking Discussion for Executive Learning Exchange
Ulysses Learning, a global learning and performance improvement company, further cemented its reputation as an industry thought leader by helping facilitate a peer-networking discussion held by Executive Learning Exchange on March 24, 2010. Dina Vance, Ulysses Learning Senior Vice President, lead the session in conjunction with Fran Horner, Senior Director of Patient Access at NorthShore University HealthSystem.
Ulysses Learning, a global learning and performance improvement company, further cemented its reputation as an industry thought leader by helping facilitate a peer-networking discussion held by Executive Learning Exchange on March 24, 2010. Dina Vance, Ulysses Learning Senior Vice President, lead the session in conjunction with Fran Horner, Senior Director of Patient Access at NorthShore University HealthSystem.
Ulysses Learning to Co-Lead Peer-Networking Discussion for Executive Learning Exchange
Session Centers on the Changing Workforce and the Impact of Social Media in the Contact Center
Session Centers on the Changing Workforce and the Impact of Social Media in the Contact Center
Ulysses Learning to Co-Lead Book Discussion with Executive Learning Exchange on March 24
Ulysses Learning, a global learning and performance improvement company, continues its role as industry thought leader by co-hosting a book discussion held by Executive Learning Exchange. Dina Vance, Ulysses Learning Senior Vice President, will lead the book discussion in conjunction with Fran Horner, Senior Director of Patient Access at NorthShore University HealthSystem.
Ulysses Learning, a global learning and performance improvement company, continues its role as industry thought leader by co-hosting a book discussion held by Executive Learning Exchange. Dina Vance, Ulysses Learning Senior Vice President, will lead the book discussion in conjunction with Fran Horner, Senior Director of Patient Access at NorthShore University HealthSystem.
RCCSP Alliance Launches New 'Do More With Less' Training Programs
Never has the need to have contact center agents and supervisors that are well-trained more critical yet rarely have budgets been so tight as today and going forward into the next decade.
Never has the need to have contact center agents and supervisors that are well-trained more critical yet rarely have budgets been so tight as today and going forward into the next decade.
Ulysses Learning Teams Up with Merced Systems to Deliver Highly Successful Joint Webinar
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.
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.
Transform Your Contact Center by Deploying the Right Coaching Strategy and Tools
Companies everywhere are cutting back staffing in their contact centers, due to the recession, which means contact center leaders are being tasked to "do more with less." At the same time, these leaders are accountable for developing and improving the performance of their frontline agents.
Companies everywhere are cutting back staffing in their contact centers, due to the recession, which means contact center leaders are being tasked to "do more with less." At the same time, these leaders are accountable for developing and improving the performance of their frontline agents.
Join Ulysses Learning for a Joint Webinar with Company Partner Merced Systems
In this Webinar, you will get the answers you need to improve your organization's customer service. Ulysses Learning has partnered with Merced Systems to develop an end-to-end solution to empower mid-level managers and coaches with performance process tools. These tools will enable managers to meet their overall performance goals amidst continued belt tightening.
In this Webinar, you will get the answers you need to improve your organization's customer service. Ulysses Learning has partnered with Merced Systems to develop an end-to-end solution to empower mid-level managers and coaches with performance process tools. These tools will enable managers to meet their overall performance goals amidst continued belt tightening.
RCCSP Announces 2010 Project Management Fundamentals Training Schedule
To help team leaders and managers undertaking critical tasks for their organizations succeed, the RCCSP Professional Education Alliance is offering a Project Management Fundamentals training course and has released the first quarter 2010 schedule for it. This updated version of Project Management Essentials, the 2006 PMI Product of the Year award winner, is a RCCSP-recommended lead-in to the Certified Project Management Professional certification course, which is another RCCSP Alliance offering.
To help team leaders and managers undertaking critical tasks for their organizations succeed, the RCCSP Professional Education Alliance is offering a Project Management Fundamentals training course and has released the first quarter 2010 schedule for it. This updated version of Project Management Essentials, the 2006 PMI Product of the Year award winner, is a RCCSP-recommended lead-in to the Certified Project Management Professional certification course, which is another RCCSP Alliance offering.
Improving Performance at Harris Bank
At organizations of all sizes, there has been a renewed focus on building a customer-focused culture. However, doing so requires changing the way the company does business at all levels, from the front-line to upper management. And to be effective, there has to be employee buy-in, otherwise, it's just empty platitudes.
At organizations of all sizes, there has been a renewed focus on building a customer-focused culture. However, doing so requires changing the way the company does business at all levels, from the front-line to upper management. And to be effective, there has to be employee buy-in, otherwise, it's just empty platitudes.
Accessible Field Service Professional Training Course, a Response to Growing Demand
The New Year is when the budget taps open slightly, more so now that there are signs that the economy is turning around, releasing more funds for hardware and software. This is also when consumers and small-office/home-office professionals begin to go live with the computer and video gear they bought over the holidays.
The New Year is when the budget taps open slightly, more so now that there are signs that the economy is turning around, releasing more funds for hardware and software. This is also when consumers and small-office/home-office professionals begin to go live with the computer and video gear they bought over the holidays.
RCCSP Sets 2010 Intro to Contact Centers/ Foundations Classes
Contact centers are key to maintaining and managing to grow business in a slow economy by their focus on customer-retaining service and support and on agents' ability to cross-sell/upsell at the right time. The more familiar enterprises and their managers are with contact centers and what they do, and can do more, the better equipped they will be to maximize the utility of these functions to drive costs out and business and profits in.
Contact centers are key to maintaining and managing to grow business in a slow economy by their focus on customer-retaining service and support and on agents' ability to cross-sell/upsell at the right time. The more familiar enterprises and their managers are with contact centers and what they do, and can do more, the better equipped they will be to maximize the utility of these functions to drive costs out and business and profits in.
Ulysses Learning Leads Session at the 2009 Annual Chicagoland Learning Leaders Conference
Ulysses Learning, a global learning and performance improvement company, maintained its role of being an industry thought leader by moderating a highly successful panel session at the Executive Learning Exchange's 2009 Annual Chicago Learning Leaders Conference on October 30, 2009.
Ulysses Learning, a global learning and performance improvement company, maintained its role of being an industry thought leader by moderating a highly successful panel session at the Executive Learning Exchange's 2009 Annual Chicago Learning Leaders Conference on October 30, 2009.
RCCSP Training Improves Texas City's Utility's Service, Satisfaction, Bottom Line
Contact center training and certification can generate significant bottom-line benefits that even in challenging times such as these. It can also assist organizations that already have a longstanding reputation for excellent service.
Contact center training and certification can generate significant bottom-line benefits that even in challenging times such as these. It can also assist organizations that already have a longstanding reputation for excellent service.
Focus on Why Agents Stay at Jobs to Cut Turnover: RCCSP
Nina Kawalek, CEO, RCCSP Professional Education Alliance, points out that there is a direct correlation between employee satisfaction and customer satisfaction, both positively and negatively. Research such as the SQM study for Manpower is just one of many that make this point pretty clear. That paper, published in 2005 demonstrated that contact centers that have high employee satisfaction also have high customer satisfaction and contact centers with low employee satisfaction also have low customer satisfaction.
Nina Kawalek, CEO, RCCSP Professional Education Alliance, points out that there is a direct correlation between employee satisfaction and customer satisfaction, both positively and negatively. Research such as the SQM study for Manpower is just one of many that make this point pretty clear. That paper, published in 2005 demonstrated that contact centers that have high employee satisfaction also have high customer satisfaction and contact centers with low employee satisfaction also have low customer satisfaction.
Call Center Certification: Get Your Six Sigma Black Belt with RCCSP
Thanks to the Resource Center for Customer Service Professionals (RCCSP), you can implement Six Sigma in your contact center by completing four Service Quality and Engineering training courses to earn your Call Center Six Sigma Black Belt credentials by the end of 2009. RCCSP has made it easy for busy managers and executives with a combination of back-to-back, online, and classroom training. This Fast Track enrolls you into four training courses at a cost savings, and allows you to accelerate the pace of your learning experience by attending two courses back-to-back in the same five -day week.
Thanks to the Resource Center for Customer Service Professionals (RCCSP), you can implement Six Sigma in your contact center by completing four Service Quality and Engineering training courses to earn your Call Center Six Sigma Black Belt credentials by the end of 2009. RCCSP has made it easy for busy managers and executives with a combination of back-to-back, online, and classroom training. This Fast Track enrolls you into four training courses at a cost savings, and allows you to accelerate the pace of your learning experience by attending two courses back-to-back in the same five -day week.
RCCSP Alliance Expands with Addition of COPC Global Best Practices Training
The Resource Center for Customer Service Professionals (RCCSP) has expanded its next generation contact center training curriculum with the addition of COPC's Global Best Practices Training for Customer Service Providers (CSP). The four-and-a-half day course takes place Sept. 28 to Oct. 2, 2009, at the Hartland Plaza Center in Austin, Texas. The program registration fee is $3,795. Attendees can earn the prestigious COPC CSP Registered Coordinator status.
The Resource Center for Customer Service Professionals (RCCSP) has expanded its next generation contact center training curriculum with the addition of COPC's Global Best Practices Training for Customer Service Providers (CSP). The four-and-a-half day course takes place Sept. 28 to Oct. 2, 2009, at the Hartland Plaza Center in Austin, Texas. The program registration fee is $3,795. Attendees can earn the prestigious COPC CSP Registered Coordinator status.
New- and Non-Contact Center Managers Can Learn the Business, 'Talk the Talk,' Fast
Contact centers have been a world unto themselves, a corner to themselves, and often located in communities far removed from regional offices and corporate headquarters, treated as expense drains rather than as revenue producers.
Contact centers have been a world unto themselves, a corner to themselves, and often located in communities far removed from regional offices and corporate headquarters, treated as expense drains rather than as revenue producers.
The Impact of Training on Turnover
Agent turnover has always been, and continues to be, a chronically costly problem for call centers, a problem to be tolerated rather than solved.
Agent turnover has always been, and continues to be, a chronically costly problem for call centers, a problem to be tolerated rather than solved.
Virtual Courses, Smaller, Less Frequent Higher Quality Training Key Trends: RCCSP
Nina Kawalek is principal of The Resource Center for Customer Service Professionals (RCCSP), a contact center training organization with courses and programs in the United States, Canada, and Caribbean/Latin America. We approached her, recently, to identify and discuss key training trends and what is driving them.
Nina Kawalek is principal of The Resource Center for Customer Service Professionals (RCCSP), a contact center training organization with courses and programs in the United States, Canada, and Caribbean/Latin America. We approached her, recently, to identify and discuss key training trends and what is driving them.
Dominican Republic Offers Significant Call Center Opportunity
Growth within the contact center industry is always a good thing, even if this growth is in the international market and not necessarily here in the U.S. From 2006 to 2010, the global industry has frown from $52 billion to a $76 billion business. For the Dominican Republic, the opportunities are significant.
Growth within the contact center industry is always a good thing, even if this growth is in the international market and not necessarily here in the U.S. From 2006 to 2010, the global industry has frown from $52 billion to a $76 billion business. For the Dominican Republic, the opportunities are significant.
To Train or Not to Train
According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies (like yours) willing to significantly improve their customer service, as this enables you to stand out among your competition.
According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies (like yours) willing to significantly improve their customer service, as this enables you to stand out among your competition.
Ulysses Learning Teams with Merced Systems to Bring Best Practice Training and Processes to Sales and Service Organizations
Global learning and performance improvement company Ulysses Learning has partnered with Merced Systems to deliver sales and service organizations with a set of coaching and training content and process-related best practices.
Global learning and performance improvement company Ulysses Learning has partnered with Merced Systems to deliver sales and service organizations with a set of coaching and training content and process-related best practices.
RCCSP Training Grows Success in Dominican Republic
The Dominican Republic is a prime location for nearshore contact centers thanks to affordable and well-educated often bilingual labor force that has a strong affinity and personal connections to the U.S. The country, which comprises two thirds of the island of Hispaniola with the remainder taken by Haiti, has over 9.3 million residents, a literacy rate over 84 percent, and more than 25 universities offering advanced degrees in accounting, finance, law, and medicine.
The Dominican Republic is a prime location for nearshore contact centers thanks to affordable and well-educated often bilingual labor force that has a strong affinity and personal connections to the U.S. The country, which comprises two thirds of the island of Hispaniola with the remainder taken by Haiti, has over 9.3 million residents, a literacy rate over 84 percent, and more than 25 universities offering advanced degrees in accounting, finance, law, and medicine.
How to Turn HR Expenses into Profits
In order to stay in touch with the people who report directly to you simply walk around, talk to them, share with them, observe them, and don't be critical. If you do this with all your employees on a regular basis, you will quickly identify where they are succeeding, where they are struggling, and where they need help.
In order to stay in touch with the people who report directly to you simply walk around, talk to them, share with them, observe them, and don't be critical. If you do this with all your employees on a regular basis, you will quickly identify where they are succeeding, where they are struggling, and where they need help.
Ulysses Learning's Presents 3-Tiered Approach to Increasing Contact Center Efficiency
Global learning and performance improvement company Ulysses Learning recently gave a presentation at Blue Cross Blue Shield's Customer Contact Center and Claims Conference that highlighted the company's efforts to increase the efficiency of contact centers.
Global learning and performance improvement company Ulysses Learning recently gave a presentation at Blue Cross Blue Shield's Customer Contact Center and Claims Conference that highlighted the company's efforts to increase the efficiency of contact centers.
Ulysses Learning Receives 2008 Product of the Year Award Honored for Outstanding Innovation for 11th Consecutive Year
Technology Marketing Corporation has chosen Ulysses Learning's CallMentor software for one of its 2008 Product of the Year Awards, presented by Customer Interaction Solutions magazine.
Technology Marketing Corporation has chosen Ulysses Learning's CallMentor software for one of its 2008 Product of the Year Awards, presented by Customer Interaction Solutions magazine.
Ulysses Learning CEO Talks About Call Center Training and the Coming Year
I recently had the opportunity to ask Mark W. Brodsky, President and CEO of Ulysses Learning, about the evolution of Call Center Training, the past year and what is to come.
I recently had the opportunity to ask Mark W. Brodsky, President and CEO of Ulysses Learning, about the evolution of Call Center Training, the past year and what is to come.
Ulysses Learning Partners with Lake Michigan College to Train Unemployed on Sought-After Call Center Skills
Global learning and performance improvement company Ulysses Learning is teaming with the Community and Business Services at Lake Michigan College to train unemployed area residents to develop the skills necessary to work in call centers.
Global learning and performance improvement company Ulysses Learning is teaming with the Community and Business Services at Lake Michigan College to train unemployed area residents to develop the skills necessary to work in call centers.
Quality Management and Liability Recording Market Returns Strong Performance
Innovation is significantly driving market growth and new offerings for the mid-market and increased sales of relatively new WFO applications are also contributing to the increase. Such applications include speech analytics, surveying/feedback, coaching and performance management. There has also been a substantial increase in professional services revenue.
Innovation is significantly driving market growth and new offerings for the mid-market and increased sales of relatively new WFO applications are also contributing to the increase. Such applications include speech analytics, surveying/feedback, coaching and performance management. There has also been a substantial increase in professional services revenue.
Ulysses Learning Adds Enhanced Self-Directed Virtual Learning Capabilities to its CallMentor System
Global learning and performance improvement company Ulysses Learning this week released its enhanced CallMentor Learning and Performance Improvement System.
Global learning and performance improvement company Ulysses Learning this week released its enhanced CallMentor Learning and Performance Improvement System.
Ulysses Learning's ServiceMentor Preparing Call Centers for Success
It is a widely held belief the world over that good luck occurs in business when preparedness meets opportunity. And as with so many things, preparedness often begins with a proper education.
It is a widely held belief the world over that good luck occurs in business when preparedness meets opportunity. And as with so many things, preparedness often begins with a proper education.
E-Learning Shaping Call Center Training
Things change. It's just a fact of life. As sure as fall will steadily move into winter and winter to spring, every facet of life will be different tomorrow. In business there are no exceptions and this can be especially true in call center training: It is evolving.
Things change. It's just a fact of life. As sure as fall will steadily move into winter and winter to spring, every facet of life will be different tomorrow. In business there are no exceptions and this can be especially true in call center training: It is evolving.
The Ulysses E-Learning Journey Improves Contact Center Success
In today's rough and tumble business world improving customer service can often mean the difference between success and failure. And this is especially true in the call center industry where success is can be measure through customer contact.
In today's rough and tumble business world improving customer service can often mean the difference between success and failure. And this is especially true in the call center industry where success is can be measure through customer contact.
Ulysses Learning: Learn About the Benefits and Challenges of E-Learning
E-Learning is an excellent and increasingly sophisticated tool to teach agents valuable new skills and upgrade their proficiencies and to educate them about new product and services, equipment and procedures. The method gives personnel opportunities to practice at their own pace so that they can bring up their own knowledge and skills to what is expected of them, and beyond.
E-Learning is an excellent and increasingly sophisticated tool to teach agents valuable new skills and upgrade their proficiencies and to educate them about new product and services, equipment and procedures. The method gives personnel opportunities to practice at their own pace so that they can bring up their own knowledge and skills to what is expected of them, and beyond.
Mark Brodsky, CEO of Call Center Training Solutions Provider Ulysses Learning, Presented with 2007 George Williams Award from Lowe's YMCA of Greater Charlotte
In recognition of his leadership services, the Lowe's YMCA of Greater Charlotte, N.C., has given Mark W. Brodsky, chairman of the Lowe's YMCA board of managers and president and CEO Ulysses Learning, with a 2007 George Williams Award. In addition, the Lowe's YWCA has created a new award named after him, the Mark W. Brodsky Annual Leadership Award.
In recognition of his leadership services, the Lowe's YMCA of Greater Charlotte, N.C., has given Mark W. Brodsky, chairman of the Lowe's YMCA board of managers and president and CEO Ulysses Learning, with a 2007 George Williams Award. In addition, the Lowe's YWCA has created a new award named after him, the Mark W. Brodsky Annual Leadership Award.
How to Ensure International Call Center Success Through Best Practices in Hiring, Training and Management
With today's uncertain economic forecast and the constant pressure to reduce costs, many companies have outsourced their call center operations to off-shore or "near-shore" facilities. By off-shoring, these companies can save money and find a highly educated – and frequently, a highly technology-skilled – workforce. However, cultural differences, heavy accents, inadequate training and insufficient hiring practices can lead to poor customer satisfaction experiences, causing a loss of customer loyalty and ultimately, a loss in sales.
With today's uncertain economic forecast and the constant pressure to reduce costs, many companies have outsourced their call center operations to off-shore or "near-shore" facilities. By off-shoring, these companies can save money and find a highly educated – and frequently, a highly technology-skilled – workforce. However, cultural differences, heavy accents, inadequate training and insufficient hiring practices can lead to poor customer satisfaction experiences, causing a loss of customer loyalty and ultimately, a loss in sales.
Ulysses Learning Receives 2007 Product of the Year Award Honored for Outstanding Innovation for 10th Consecutive Year
Ulysses Learning, a global learning and performance improvement company announced recently that its CallMentor Learning and Performance Improvement System received a 2007 Product of the Year Award from Technology Marketing Corporation's (TMC) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.
Ulysses Learning, a global learning and performance improvement company announced recently that its CallMentor Learning and Performance Improvement System received a 2007 Product of the Year Award from Technology Marketing Corporation's (TMC) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.
How to Exceed Your Contact Center's Annual Financial Goals (Part 3 of 3)
Here's the last part of my interview with Hilde Betts, SVP in charge of the Harris, N.A. contact center and client of Ulysses Learning. Ulysses is a leading sales, service and coaching training company and a partner with Harris in implementing many of the performance improvement initiatives discussed in this article series.
Here's the last part of my interview with Hilde Betts, SVP in charge of the Harris, N.A. contact center and client of Ulysses Learning. Ulysses is a leading sales, service and coaching training company and a partner with Harris in implementing many of the performance improvement initiatives discussed in this article series.
How to Exceed Your Contact Center's Annual Financial Goals (Part 2 of 3)
It’s not every day that you hear of a contact center that set the bar high for the year and then managed to exceed all their performance goals by “fantastic” margins before the onset of autumn...yet that’s exactly what the Harris, N.A. contact center team did.
It’s not every day that you hear of a contact center that set the bar high for the year and then managed to exceed all their performance goals by “fantastic” margins before the onset of autumn...yet that’s exactly what the Harris, N.A. contact center team did.
Ulysses Learning's ServiceMentor Awarded 2006 Product of the Year
In the call center training initiative, simulation based e-learning offers agent's examples and real-life situations in a safe environment to learn and develop effective skills before speaking to actual callers.
In the call center training initiative, simulation based e-learning offers agent's examples and real-life situations in a safe environment to learn and develop effective skills before speaking to actual callers.
Call Recording in the Call Center Can Facilitate Coaching and Training When Done Effectively
Call recording is a great tool to use in the call center in that as it enables center managers and supervisors to effectively monitor a conversation between an agent and a customer. This call recording also presents an effective coaching and training tool that can be used to empower agents to be better equipped to perform the tasks involved with their jobs
Call recording is a great tool to use in the call center in that as it enables center managers and supervisors to effectively monitor a conversation between an agent and a customer. This call recording also presents an effective coaching and training tool that can be used to empower agents to be better equipped to perform the tasks involved with their jobs
How to Exceed Your Contact Center's Annual Financial Goals
A three-pronged approach of will building, skill building and ongoing performance improvement strategies built on a solid foundation of trust, leads to industry recognition and impressive contact center performance results for Chicago-based financial services provider – Harris, N.A.
A three-pronged approach of will building, skill building and ongoing performance improvement strategies built on a solid foundation of trust, leads to industry recognition and impressive contact center performance results for Chicago-based financial services provider – Harris, N.A.
Quality Call Center Monitoring Provides Significant Benefits
Proper and quality call monitoring can provide significant benefits for the call center, but it is up to leaders to establish what and how monitoring should be implemented and what they hope to gain from such a solution.
Proper and quality call monitoring can provide significant benefits for the call center, but it is up to leaders to establish what and how monitoring should be implemented and what they hope to gain from such a solution.
Call Recording Provides Effective Coaching
Call recording can serve beyond a tool for remaining compliant and helping to solve customer complaints, to also be a solution for training employees using effective real-world examples.
Call recording can serve beyond a tool for remaining compliant and helping to solve customer complaints, to also be a solution for training employees using effective real-world examples.
Ten Tips for Hiring the Right Customer Care Representative
There’s no question that training, incentives and the right technology are all tools that can help call center agents provide better service.
There’s no question that training, incentives and the right technology are all tools that can help call center agents provide better service.
Understanding Competencies Will Lead to Effective Training Programs
Training in the call center can make the difference between an agent’s success and failure. Ultimately, the same is true for the entire center. The challenge for call center managers is finding the right balance of training among the variety of experience, talents and skills for the different agents.
Training in the call center can make the difference between an agent’s success and failure. Ultimately, the same is true for the entire center. The challenge for call center managers is finding the right balance of training among the variety of experience, talents and skills for the different agents.
Start with the 'Must Haves' When Searching for Workforce Management Solutions
Proper forecasting and call center scheduling of employees to handle customer issues from multiple communication channels can be complex to the point that it consumes nearly 100 percent of that manager’s time and 100 percent accuracy is literally impossible.To help combat the challenges that these managers face, many contact centers implement workforce management solutions to better manage employees and projected workflows.
Proper forecasting and call center scheduling of employees to handle customer issues from multiple communication channels can be complex to the point that it consumes nearly 100 percent of that manager’s time and 100 percent accuracy is literally impossible.To help combat the challenges that these managers face, many contact centers implement workforce management solutions to better manage employees and projected workflows.
Trust and Guidance in the Call Center Training Initiative
Coaching is an important aspect of call center training as it reinforces performance improvement and creates a winning environment.
Coaching is an important aspect of call center training as it reinforces performance improvement and creates a winning environment.
Five Key Elements to Remember When Selecting an Outsourced Contact Center Solution
Considering that the contact center selected will be employing individuals to interact with your customers, treating the selection of such services as a mere inconvenience is putting your future revenue, profit and growth potential at risk. Even if contact center solutions are not your prime area of focus, there are things that you can look for in selecting this outsourced service to ensure that your customer interactions are handled as efficiently and professionally as possible.
Considering that the contact center selected will be employing individuals to interact with your customers, treating the selection of such services as a mere inconvenience is putting your future revenue, profit and growth potential at risk. Even if contact center solutions are not your prime area of focus, there are things that you can look for in selecting this outsourced service to ensure that your customer interactions are handled as efficiently and professionally as possible.
Closing the Gap: Offshoring and the Customer Experience
A close look at offshore call centers and actual customer interactions reveals that beyond language, there are other factors that need to addressed to further close the gap that exists between offshoring and performance improvement.
A close look at offshore call centers and actual customer interactions reveals that beyond language, there are other factors that need to addressed to further close the gap that exists between offshoring and performance improvement.
Ulysses Learning - Call Center Training: Effective Learning Beyond the Call
When it comes to call center training, among the easiest and most effective ways to train agents is simulation-based training. In particular, simulation-based e-learning offers agents plenty of examples and real-life situations from which to learn, without running the risk of frustrating actual callers.
When it comes to call center training, among the easiest and most effective ways to train agents is simulation-based training. In particular, simulation-based e-learning offers agents plenty of examples and real-life situations from which to learn, without running the risk of frustrating actual callers.
Good Call Center Training Creates a Positive Atmosphere
In the call center, agents are the touch point between customers and the company. Ensuring they receive proper call center training to handle stressful situations, answer caller requests accurately and portray the image of the company, is critical.
In the call center, agents are the touch point between customers and the company. Ensuring they receive proper call center training to handle stressful situations, answer caller requests accurately and portray the image of the company, is critical.
Capitalize on Contact Center Coaching in 2007: Three Strategies to Consider Now
As contact center consultants, we spend a fair amount of our time working with senior contact center managers, as well as front-line staff, to help maximize benefits gained through their day-to-day coaching interactions. As we work with executives to help develop their performance improvement plans for 2007, here are three coaching strategies topping their priority lists.
As contact center consultants, we spend a fair amount of our time working with senior contact center managers, as well as front-line staff, to help maximize benefits gained through their day-to-day coaching interactions. As we work with executives to help develop their performance improvement plans for 2007, here are three coaching strategies topping their priority lists.
The Efficacies of Call Center Training
Most major companies use call centers to connect with their customers in an effort to improve operations, streamline services and reduce company costs. The impression an agent makes when answering the call could make or break the customer connection, both literally and figuratively. Customers are full of uncertainties, so it is important that a call center focus on their agents and implement a proper call center training program to ensure that their agents are fully equipped on the first line of defense – the customer call.
Most major companies use call centers to connect with their customers in an effort to improve operations, streamline services and reduce company costs. The impression an agent makes when answering the call could make or break the customer connection, both literally and figuratively. Customers are full of uncertainties, so it is important that a call center focus on their agents and implement a proper call center training program to ensure that their agents are fully equipped on the first line of defense – the customer call.
Proper Contact Center Employee Training Leads to Optimal Environment
Contact center supervisors know that proper call center scheduling is one of the biggest challenges that they face in creating efficient operations. Peaks and valleys in call volume dictate the level of staff required and when those levels fall short. Under these conditions, agents can become rushed and stressed and customer service levels can suffer, thus impacting the bottom line.
Contact center supervisors know that proper call center scheduling is one of the biggest challenges that they face in creating efficient operations. Peaks and valleys in call volume dictate the level of staff required and when those levels fall short. Under these conditions, agents can become rushed and stressed and customer service levels can suffer, thus impacting the bottom line.
Performance Optimization and e-Learning: The Critical Link By Mark W. Brodsky, President & CEO, Ulysses Learning
Performance optimization is more than a buzzword, it's the #1 goal on the minds of contact center executives around the world. In this executive roundtable discussion with top contact center thought leaders, you'll learn major performance optimization trends as they relate to e-Learning and performance improvement that can dramaticaly increase contact center productivity and profitability and raise customer satisfaction and loyalty in the process.
Performance optimization is more than a buzzword, it's the #1 goal on the minds of contact center executives around the world. In this executive roundtable discussion with top contact center thought leaders, you'll learn major performance optimization trends as they relate to e-Learning and performance improvement that can dramaticaly increase contact center productivity and profitability and raise customer satisfaction and loyalty in the process.
Beyond a Sales Culture
Learn what top industry thought leaders - including Dina Vance, Senior Vice President of Ulysses Learning - have to say about the service/sales evolution of contact centers. Also featured are best practices from Ulysses' client and 2006 "Center of Excellence" award winner - Harris Bank's e-Channel Services team.
Learn what top industry thought leaders - including Dina Vance, Senior Vice President of Ulysses Learning - have to say about the service/sales evolution of contact centers. Also featured are best practices from Ulysses' client and 2006 "Center of Excellence" award winner - Harris Bank's e-Channel Services team.
Upselling in the Inbound Call Center Offers Benefits
As call centers have traditionally been a significant drain on the enterprise’s capital, management is consistently searching for ways to not only reduce expenditures and overhead, but also for opportunities that generate revenue at the call center level.
As call centers have traditionally been a significant drain on the enterprise’s capital, management is consistently searching for ways to not only reduce expenditures and overhead, but also for opportunities that generate revenue at the call center level.
The Best Call Center Customer Care Services Are Achievable With the Right Mix
The best call center customer care services consists of the perfect mix of an inbound call center with 24x7 access, a proper workforce management that provides appropriate call center scheduling and call center training, effective call center software that affords the appropriate tools for efficiency and a talented and enthusiastic pool of agents.
The best call center customer care services consists of the perfect mix of an inbound call center with 24x7 access, a proper workforce management that provides appropriate call center scheduling and call center training, effective call center software that affords the appropriate tools for efficiency and a talented and enthusiastic pool of agents.
Education execs want English spoken in Cordi schools to lure call centers
BAGUIO CITYBUSINESS-men and university officials agreed on Friday to make English speaking mandatory in all campuses in the Cordillera to attract call center investors to the region.
BAGUIO CITYBUSINESS-men and university officials agreed on Friday to make English speaking mandatory in all campuses in the Cordillera to attract call center investors to the region.
'Data Rich, Information Poor'
Call centers have always been bursting with data. These data included information acquired during inbound or outbound telephone calls, e-mail, written communication from postal mail or faxes, order and invoice information, details about returned merchandise or cancelled service. It’s always been there, it’s just that generally, all the puzzle pieces of the customer relationship resided in different databases, and never were those databases to meet. In fact, if a customer had two separate relationships with a company (a checking account and a mortgage with a bank, for example), you could probably double the amount and the disparity of piecemeal information.
Call centers have always been bursting with data. These data included information acquired during inbound or outbound telephone calls, e-mail, written communication from postal mail or faxes, order and invoice information, details about returned merchandise or cancelled service. It’s always been there, it’s just that generally, all the puzzle pieces of the customer relationship resided in different databases, and never were those databases to meet. In fact, if a customer had two separate relationships with a company (a checking account and a mortgage with a bank, for example), you could probably double the amount and the disparity of piecemeal information.
New Call Center Study Addresses the Importance of Management Involvement in Service-to-Sales Conversions
A recent study published by Best Practices LLC, provider of research, consulting, publishing and best practice benchmarking reports addresses the importance manger and supervisor roles play during service-to-sales conversions in the call center for workforce management.
A recent study published by Best Practices LLC, provider of research, consulting, publishing and best practice benchmarking reports addresses the importance manger and supervisor roles play during service-to-sales conversions in the call center for workforce management.
Good Call Center Training Alleviates Agent Stress
Training agents in an environment they feel safe in, away from the actual customers, eliminates the stress and emotional piece for both the agent and the caller.
Training agents in an environment they feel safe in, away from the actual customers, eliminates the stress and emotional piece for both the agent and the caller.
Call center, training center form alliance to support industry
A Manila-based call center has signed a memorandum of agreement with a local training center for training of those who want to work in the call center industry.
A Manila-based call center has signed a memorandum of agreement with a local training center for training of those who want to work in the call center industry.
Opinion: Marketing Society - Customer value is key
ERP, CRM, CCM, ETL and many others have conspired to turn us off, especially since the recent acceleration of invention has turned a sprinkling into a downpour.
ERP, CRM, CCM, ETL and many others have conspired to turn us off, especially since the recent acceleration of invention has turned a sprinkling into a downpour.
Contact Centers as a Strategic Asset, Part 2 -- Leverage Technology for Increased Customer Satisfaction
Call center companies should be careful that they aren’t missing opportunities to maximize the capabilities of existing technologies that can add value to relationships and increase customer loyalty.
Call center companies should be careful that they aren’t missing opportunities to maximize the capabilities of existing technologies that can add value to relationships and increase customer loyalty.
Contact Centers as a Strategic Asset, Part 1 -- Moving the Contact Center from a Cost Burden to a Strategic Asset
In an industry that makes use of some of the most advanced communications technology, businesses are discovering that many contact centers continue to have untapped potential.
In an industry that makes use of some of the most advanced communications technology, businesses are discovering that many contact centers continue to have untapped potential.
Find Your Customer’s “Why”
One way to address customers complaints is to understand their “why”—why do customers call you in the first place?
One way to address customers complaints is to understand their “why”—why do customers call you in the first place?
Ulysses Learning Attracts Top Industry Talent
Jay Williams Joins Ulysses Team of Contact Center Sales, Service and Coaching Experts
Jay Williams Joins Ulysses Team of Contact Center Sales, Service and Coaching Experts
Customer Intelligence Across the Enterprise Can Ensure Customer Loyalty
For better workforce management, businesses need to be able to effectively define what it means to take care of their customer.
For better workforce management, businesses need to be able to effectively define what it means to take care of their customer.
FTC Proposes Rate Increase for Accessing Do-Not-Call List
The Federal Trade Commission (FTC) on Tuesday proposed raising the cost to telemarketers for accessing the Federal Do Not Call Registry.
The Federal Trade Commission (FTC) on Tuesday proposed raising the cost to telemarketers for accessing the Federal Do Not Call Registry.
New Study Reveals Marketers Out of Touch With Customers
According to a new CMO Council study, companies and their marketing divisions are significantly out of touch with what is actually driving effective customer acquisition and retention.
According to a new CMO Council study, companies and their marketing divisions are significantly out of touch with what is actually driving effective customer acquisition and retention.
Davao-based center to train call center staff to be entrepreneurs
call center training center is partnering with a US- based foundation to train applicants who might even eventually set up their own centers.
call center training center is partnering with a US- based foundation to train applicants who might even eventually set up their own centers.
Contact Center Coaching Best Practices: Top Lessons from Top Coaches
Top 10 Coaching Best Practices
Top 10 Coaching Best Practices
Making Sense of Self-Service E-Learning Simulations: Fun or Functional?
Many e-Learning solutions, including self-service training applications, are under scrutiny today for failing to live up to expectations.
Many e-Learning solutions, including self-service training applications, are under scrutiny today for failing to live up to expectations.
Four Blended e-Learning Blunders (And How You Can Avoid Them!)
This article highlights four of the most troublesome blended e-Learning blunders
This article highlights four of the most troublesome blended e-Learning blunders
E-learning Implementation: Your Roadmap to Success
This article surveys executives who have been on the front line of e-learning implementations for contact center staff and have cracked the code on what it takes to launch a successful initiative.
This article surveys executives who have been on the front line of e-learning implementations for contact center staff and have cracked the code on what it takes to launch a successful initiative.
Ulysses Learning's CallMentor Wins 2005 Product of the Year from Customer Inter@ction Solutions Magazine
Ulysses Learning, provider of call center training solutions has won a 2005 Product of the Year Award from Customer Inter@ction Solutions Magazine for its latest version of CallMentor.
Ulysses Learning, provider of call center training solutions has won a 2005 Product of the Year Award from Customer Inter@ction Solutions Magazine for its latest version of CallMentor.
Call Center Training: Fundamentals
Call Center Training: Tactical Management
Call Center Training: Strategic Direction
Call Center Training: Performance Optimization
