Services
Consulting Engagements:
- Defining a Contact Center Technology Roadmap for your Organization
- Contact Center Vendor and Product Evaluation – RFP, RFI
- Contact Center Operational Assessment
- Project Management / Implementation of Contact Center Technology
- Vendor Management Relations and Intervention
A Variety Of Customized Courses Are Offered In:
- Contact Center – Understanding and Defining Metrics and Reports for the Various Levels
- C-Level
- Contact Center Managers
- Marketing
- Supervisors
- Agents
- QA
- WFM
- The Principles and Dynamics of Contact Center Environment
- Dealing with Difficult Customers (Agent Course)
- Understanding Contact Center Technologies and Getting the Most out of Them
- Creating a Coaching and Monitoring Program that Delivers Results (QA in the Contact Center)
- Workforce Management – Forecasting, Scheduling and Real-Time Monitoring
A sample of speaking engagement topics include:
- Contact Center Technology – Making it Simple
- Contact Center Metrics that Drive the Right Behaviors and Measure Business Improvements
- Making sense of the Quagmire of Contact Center Statistics
- Agent Engagement: Myth or Reality
- Dealing with Difficult People within the Contact Center
- Dealing with Difficult Contact Center Customers
