Now Playing on ICCA Tube- "Implementing Lean Six Sigma in Contact Centers"
Will also play on iPADs,iPhones and other Tablets & Smartphones

***Upcoming Web Seminars****

Implementing Virual Agents in Your Contact Center

Virtual Agents lead the way to enhance Customer Experiences, one customer at a time!

Using virtual agents to complement your workforce of skilled call center agents is fast becoming a hot trend. It is a groundbreaking, hosted, pay-as-you-go contact center solution. It leverages conversational, on-demand virtual agents powered by Artificial Intelligence to effectively automate a wider variety of inbound and outbound calls and off-load the mundane repetitive tasks from human agents that drive costs and could negatively impact agent satisfaction.
This cost-effective, scalable virtual workforce in the cloud is a perfect supplement to traditional in-sourced and out-sourced contact center agents. “With a very smooth conversational flow and dynamic adaptation to the caller, VPI’s virtual agents have achieved what the industry sought to achieve more than a decade ago, truly providing the ability to off-load and supplement the agent pool down to the tracking of performance. This is a solution that should not be overlooked,” said Nancy Jamison, Industry Principal of Contact Centers at Frost & Sullivan.
Several world-class organizations are already using virtual agents to lower costs, improve customer experiences and gain a competitive advantage in several ways:

1. Reduce the number of calls handled by human agents by automating a wider range of inbound and outbound call types.

2. Decrease the workload of human agents by gathering information up-front and then transferring the call to them with all the collected information.

3. Transfer calls to virtual agents to more securely and effectively capture information such as sensitive PCI credit card payments or to handle complex transactions such as re-scheduling appointments.

4. Expand call handling capacity on a seasonal basis or indefinitely as business needs evolve without having to hire employees or outsource calls.

More Info

WORKFORCE MANAGEMENT TIPS, TACTICS & STRATEGIES FOR SUPERVISORS

Managing the customer experience is an important element in today's call center environment and the way your agents handle customer experience is a key differentiator between you and your competition. Proper management of the customer experience can result in increased profits, employee engagement and performance levels. Harnessing customer feedback and using it as business intelligence will catapult your organization to the next level. Join your hosts Bill Haefner and Mohan Nair, on their collective insights and give you ideas, methods and tools that you need to implement or improve your contact center's quality and customer experience strategy. Small and medium-sized call centers seem to be left out when it comes to providing productivity tools that can fit their specific needs.

After a 20 year career in the Call Center business I became increasingly frustrated that the best tool I had for forecasting, budgeting, scheduling to track performance ended up being a series of unrelated Excel Spreadsheets. If you are using Excel to manage your call center and find it to be less than perfect for your needs this seminar is for you. In this presentation, we will discuss how to collect less data yet reap powerful results. By sharing a story of personal frustration and discovery, you will hear about a story that will be all too familiar to most small to medium sized call centers. We will discuss how of all the measurements we have available we still don’t have an off the shelf tool that can be adopted to the specific needs of your center. Along the way we will provide an educational history of discovery and why the industry has such a difficult time using the information from a phone switch to improve productivity

More Info

Becoming a Customer Service Rockstar - How to standout an move ahead

Based on Myra’s critically acclaimed "Beyond WOW" workshop, this module delivers 20 concrete ways for your employees to make emotional connections with your customers. From the memorable “Be Gumby” technique to the “Man in the desert” analogy to ideas from Disney, Starbucks, Zappos and Apple, your employees will walk away from this module with realistic ideas for improving the customer experience and the inspiration to truly commit to WOWing your customers at every touch point.

More Info

First Call Resolution: Surpass Customer Expectations with Superior Service

First call resolution is the #1 driver for customer satisfaction. Best practices is at 86%. However, this means that 14% of your customers are contacting you more than once (or more than twice) to resolve their issues! Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer as well as employee satisfaction.

More Info

A LEAN Case Study - Secrets to Optimize High Performance in Contact Centers





As competition heats up in the marketplace for talent, organizations must find a way to retain the top talent or “crème de la crème” of their staff. It is not uncommon for rival firms to poach or entice your top talent to come work with them. "Cost Containment" isn't a category all by itself. Instead, it's more helpful to think of managing costs as a skill like leadership in which you learn more about yourself, your teams and your organization as you evolve.

It is not for the faint of heart and is not for everyone. Salaries, attrition, defection of star players on your team and repeat calls from your customers mean millions of wasted dollars on up to 25% of your operating budget. The resulting low customer satisfaction and lost sales opportunities cost you even more than you had predicted in your budget.

When customers have a bad experience, they tend to defect to your competitors. It’s that simple. The same holds true for good agents who leave for greener pastures. Organizations continue to struggle with defining what a good experience is all about, balancing quality with cost of service, calibrating customer satisfaction, and identifying the root causes of customer dissatisfaction.

To retain your best customers today, you need a bird’s-eye view of the customer experience to highlight the gaps across service channels. You need to drill down to details to identify the drivers of low satisfaction. You need to know the specific behaviors which are driving poor results. You need to spend more time coaching and less time searching for superstar agents. If you feel that investing in creating an enjoyable working environment for your staff is not part of the job today, then think again. It starts with creating a quality strategy within your organization.

More Info

Team Building and Sustaining Momentum in the New Economy



Date: TBA

Time: 2pm EST

More Info

Retention Strategies using Call Quality as a Performance Tool



Date: TBA

Request Brochure

Training & Coaching using the Lean Six Sigma Framework

Date: TBA

Request Brochure

Building High Performing Culture in Contact Centers -TBA

Request Brochure

Succession Planning in Contact Centers - TBA

Request Brochure

Inbound and Outbound Sales Strategies -TBA
Request Brochure

How to be Successful as a new Team Leader/Supervisor-TBA
Request Brochure

Turning Low Performers into High Performers-TBA
Request Brochure

Creating Low Maintenance Representatives-TBA
Request Brochure

How to setup a Succesful In Home Agent Program-TBA
Request Brochure

Service Level Management-TBA
Request Brochure

Reducing Inbound Call Volume-TBA
Request Brochure

Introduction to Coaching-TBA
Request Brochure

Implementing a Workforce Management Program-TBA
Request Brochure

Performance Management in Inbound Call Centers-TBA
Request Brochure

Performance Management in Outbound Call Centers-TBA
Request Brochure

Problem Resolution and Negotiating Techniques for CSR's-TBA
Request Brochure

Setting up a 3rd Party Contact Center-TBA
Request Brochure

People, Processes & Technology in Contact Centers-TBA
Request Brochure

How to conduct & facilitate an effective New Hire Training class-TBA

Request Brochure

back to top