CFT
Webinars are purely educational. Instructors are not permitted to sell any
products or services during the presentation.
Call
Centers create a competitive advantage for organizations that learn to
create them well; whether there are two or two hundred people answering
calls. In most instances, calls are answered by an (AVRS) automated voice
response system allowing the caller to participate in determining where
they need to be routed. This streamlines the process; routing the person to
the agent best suited to assisting the caller. While this process makes
sense for the business, do callers become frustrated with being stuck in an
endless loop of options to choose from so that when an agent comes on the
line they are met by a frustrated caller?
There are
three key factors that must be present in order to deliver on an
exceptional Call Center experience for members. The Call Center must employ
effective people, have effective internal processes and have effective
information technology. The primary focus for Call Center managers is to
learn how to make these key factors work together effectively to deliver on
the promise of a world class service delivery proposition.
This
webinar is intended to assist Call Center Managers in ensuring they have
well-trained agents in the Call Center who execute their responsibilities
and duties effectively, the Call Center’s internal processes are top-notch
and they know how to effectively use the technology.
In
addition, Call Center managers will learn the art of coaching for improved
agent performance while creating an environment that inspires and rewards
high performance.
What
You Will Learn:
- Establish training curriculum for Call Center
Agents
- Determine and Institute a Call Flow Guide
- Create a motivational work environment
- Build consistency between agents
- Decrease member dissatisfaction
- Reduce excessive call times
- Practice Coaching techniques that increase agent
performance
Who
Should Attend?:
Call
Center Managers, Trainers, Supervisors will all benefit from this webinar. Please forward email to appropriate
person(s).
Instructor:
Janice
Branch has been a senior
training consultant for InterAction Training for twenty years. She is a
very seasoned presenter that has all the right stuff to wow her
participants about the subject matter. Prior to joining InterAction
Training, Janice was the Senior Manager of Training for Consolidated
Communications where she managed, designed, coordinated and presented
training programs for this multi-state telecommunications company with over
1000 employees. Whether it is teaching how to coach, manage, lead,
negotiate, service, sell or train at every level in an organization or if
it is consulting on problem solving and servant leadership, Janice is the
"go-to" person every bank wants to hear from. Participants
appreciate her "been there, done that" humor along with her
expert ability to facilitate learning. Janice has obtained a Bachelor of
Business Administration with a major in Management from Almeda University
and is certified by the University of Houston in Leadership and Management.
In addition, Janice has obtained trainer certifications from Achieve Global
and Development Dimensions, Inc. A native Texan she enjoys many pursuits in
addition to teaching and learning but none more than being a grandmother
and tending to her ten acre home in Montgomery, Texas just north of
Houston.
What
Is A Webinar?:
A
webinar combines the clarity of an audio teleconference with the
interactivity and visual presentation of the internet. All you need to
participate is a telephone and an internet connection. Even if you don't
have an internet connection, you can still participate in the audio
session. Listening to the program over the telephone and following the
written materials is an effective alternative!
Unable
To Attend?:
No
problem. You can purchase a recording of the webinar for future use. You
can choose from either an On-Demand Web Link (Good for 6 months from the
webinar date, unlimited use) or a CD-ROM (includes a paper copy of the
PowerPoint slides).
Viewing
Options (all options include applicable handouts):
All
options include applicable handouts. You can choose to pay by credit card
or be billed. Additional Live Webinar connections are $75 each.
Option 1: Live
Webinar and 7 Days OnDemand Video Playback - $265
Option 2:
OnDemand Video (six months access) - $295
Option 3: Live
and 6 Months of OnDemand Video - $365
Option 4: CD-ROM
Video (Includes OnDemand Video) - $345
Option 5: Entire
Package (all of the above) - $395
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