Testimonials
Our customers
mean everything to us because without them we will not be able
to provide courses that are relevant and
timely, so when they express a positive experience - we listen
and share! Here are some of the nice things that our customers
are saying about their overall learning experience in 2010...
I had been a follower
of Mohan’s and International Contact
Center Academy (ICCA) materials/resources for a while, so I knew
their quality and value. When I asked him to permit usage of ICCA’s
trademarked materials, he graciously agreed and even prepared the
initial presentation for me to work with. His insight into how
personalities impact and interact in the workplace – in contact
centers in particular – is formidable. As a provider of materials
for contact center professionals, ICCA is among those on the top
of my list.
Mary Paige Forrester - Management Consultant and Former Contact
Center Director
The message was very
clear to me. Our call evaluation sheet needs to be simplified-
not bent on the specific number of times something
is met, but the overall outcome of the guest’s experience.
I am preparing a proposal to discuss this with our senior leadership.”
Joe
M – Quality Assurance Manager
“The one thing that I will never forget about is customer
loyalty…… our Quality program has to start with the “customers
expectations” and the “company vision and mission”,
not on how I would like the CSR’s to sound. I am going to
redirect my focus.”
Stephanie B – Director of Quality
Improvement Programs
“The big eye-opener for me was the gap between what organizations
do to improve customer service and what customers actually want
in the service they receive.“
Dave T – Director QA
and Continuous Learning
“We’ve been
calibrating our calls all week and loving the new process you
taught us using the LSS methodology. We’re
currently working on our grading guide to ensure we are all on
the same page with scoring our forms.”
Bernadette
T – Senior Manager Training and People Development
“Prior to the workshop I thought we were doing well. However,
the LSS webinars gave me the opportunity to look at it with a fresh
pair of eyes and say “How can I make it better”.
Anne
V – WFM and Quality Analyst
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