 March 2005 |
Change is the only constant we can depend on! The March TeleForums will focus on and analyze the four reactions to change. You’ll review and receive tools and tips to equip you to implement successful change.
Team dynamics can make or break how well a team performs, employee retention and satisfaction, and ultimately impact customers. Understanding the team development cycle as a facilitator, how to set up team ground rules, tips on achieving buy-in, and team decision-making tools will be shared and discussed.
Invest 60 minutes in yourself, and you’ll learn strategies to make change work for you!
Building and Maintaining High Performing Teams: March 8 at 11:30am- 12:30pm ESTCall 1-888-860-2622 to register!
Sliding Uphill- Managing Change: March 15 at 11:30am- 12:30pm EST
The world of training and certification has evolved from a "nice to have" to a "must have" role in the success of customer service today. As the labor market becomes tighter, re-tooling and preparing people with new skills is more important than ever.
#2002 Evaluating Your Call Center
Are you thinking about assessing the impact of your call center against the overall business strategy of your company? Cynthia Grimm of TARP discusses methods and strategies for effectively evaluating your call center.
#2003 Use Coaching to Get Results
Hear the experts discuss the latest information about monitoring forms, processes, and the tools and technology that make this difficult job efficient and painless.
#2004 Understanding and Measuring Customer Satisfaction
Call center performance is measured by a combination of efficiency and effectiveness issues. Hear discussion about methods for measuring and tracking caller satisfaction.
#2005 Crisis-Free Leadership
Some managers report that they are always in "crisis-mode". It is hard to function as a true leader and think and act strategically when always putting out fires!
#2006 Trends in the Call Center Industry
The landscape of customer service continues to change dramatically. What are customers expecting? What is the role of technology and workflow?
#2007 Forecasting and Scheduling
Call center staffing can be a complicated business, but is critical to the the success of any call center operation.
#2008 What It Takes To Become a Profit Center
Research shows that customer call centers can be profit centers, yet only approximately 20% actually achieve that goal!
#2009 Making Every Call Count: Upselling and Cross-selling
Adding value to the customer experience frequently involves suggesting additional products or services that complement the customer's needs.
#2010 Your Customer Strategy
Emphasis is on the 10 key components to having a "Best in Class" customer contact strategy. Successes and failures are discussed.
#2011 Electronic Customer Service
Benchmarking study results will be shared examining customer expectations and satisfaction related to electronic handling of customer contacts.
#2012 Call Strategies for Consistent Call Handling
Do your customers receive the same treatment no matter which representative handles the call?
#2013 The Connected Call Center
Hear hardhitting, no-nonsense principles from Brad Cleveland's book, Call Center Management on Fast Forward, on creating a new breed of call centers.
#2014 Moving Beyond The Routine Realm of Recruiting and Hiring
With call center growth soaring and competition for qualified staff tightening, many call center professionals struggle to attract and hire skilled agents.
#2015 The Call Center Working Environment as Part of Employee Compensation
Learn to create and re-evaluate compensation strategy and programs, including a description of program objectives and components.
#2016 Hiring For The 21st Century
Hear winning tools that help you with your screening process and hear from customer relationship managers who have seen drastic improvements in the quality of candidates they are hiring.
#2017 Speech Recognition
Steve Chambers of SpeechWorks discusses the impact of speech recognition on our fuure strategies in the call center.
#2018 Intrinsic Motivation in the Call Center
How can we improve the performance of call center reps? How can we reduce turnover? These questions are at the front of the mind of most call center managers.