On opening night, for any performance, “energy is required” says sales and management consultant Duane Cashin. In this compelling webcast, Cashin guides us through results-proven strategies for improving the performance of call center and sales teams. In the words of Cashin, it’s very common today for business... view now

Call path control is the key to successful call center customer service and client relationships. In this exclusive virtual case study for Customer Management IQ members Judy Mckee, a seasoned trainer and speaker, teaches viewers how to kill dead air. According to McKee, dead air should be killed, and filled. It is not a crime to kill dead... view now

Scott Ackerman was a match for eHarmony. While there, Ackerman helped turn the customer care center into the heart of eHarmony. In this webcast, gain key learnings on how you too can cross-sell, up-sell and manage your call center reps to the right KPIs. Are you doing more with less? How do you maximize the value of the... view now

Daniel Goleman, author of Emotional Intelligence , describes the obstacles that most women in leadership must... view now

Jo’Ann Alderson, President of Progressive Communications and author of Connecting in a Faceless World , wants you to achieve your New Year’s resolution this year. Alderson is committed to getting your call center into shape. The “Oprah” of her industry, Alderson presents the six essential principles of call... view now

Andrew Cosslett, CEO of InterContinental Hotels Group, explains how to look for trends that are appearing and align your company with... view now

Did you know that call centers (95 percent) have increased call monitoring—meanwhile customer satisfaction has decreased (12 percent) in the last six years? Jane Finn of Contact Strategies wants to change this statistic. In her virtual case study “Quality Monitoring: Next Practices to Best Practices” she... view now

Jon Moulton, former managing partner of Alchemy Partners, gives his thoughts on identifying a good turnaround... view now

Daniel Goleman, author of Emotional Intelligence , discusses the strengths found in great... view now

Offshoring any call center in a global setting requires an extreme amount of call center training. An organization’s call center will encounter major gaps in call center culture and leadership if there is not a focus on cultural nuance, culture and training. Properly onboarding and training new... view now