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02/04/2010 10:30:42 AM EST
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
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01/29/2010 2:58:09 PM EST
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
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01/18/2010 1:45:06 PM EST
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
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01/20/2010 3:18:09 PM EST
Daniel Goleman, author of Emotional Intelligence , describes the obstacles that most women in leadership must... view now
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01/08/2010 4:12:34 PM EST
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
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01/13/2010 2:57:34 PM EST
Andrew Cosslett, CEO of InterContinental Hotels Group, explains how to look for trends that are appearing and align your company with... view now
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12/23/2009 8:55:28 AM EST
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
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01/06/2010 11:34:50 AM EST
Jon Moulton, former managing partner of Alchemy Partners, gives his thoughts on identifying a good turnaround... view now
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01/04/2010 3:14:25 PM EST
Daniel Goleman, author of Emotional Intelligence , discusses the strengths found in great... view now
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12/08/2009 11:26:34 AM EST
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
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Quality Principles Applied to Call Center Audits:
Call centers need to balance the cost of auditing with the risk mitigation resulting from...
5.0 stars
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Sorry I Have No Budget:
Today you hear all too often that your clients have no budget. In this presentation Steve Chriest delivers a case...
5.0 stars
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The Nordstrom Way to Customer Service Excellence:
Nordstrom is arguably the benchmark in customer service excellence. During today's...
5.0 stars
- Voice of the Customer: An Essential Ingredient for Effective Customer Management: In an effort to effectively improve profitability and...
- Lower Operational Costs Without Sacrificing Service: Up to 30 percent of your contact workload is preventable via proactive education and...
- CRM Essentials: 3D/CRM a Paradigm Shift: Everyone claims to know “best practices.” In this virtual case study, seasoned industry...

