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CFT
Webinars are purely educational. Instructors are not permitted to sell any
products or services during the presentation.
This
webinar will provide tools to baseline and evaluate the effectiveness of
your call center. Learning Dynamics’ Vice President Brian Walker, who has
worked with over 400 call center teams, will offer practical strategies to
assess your call center and take it to higher levels.
Covered
Topics:
- Assessing culture and strategic intent of your call
center
- Team morale and motivation strategies
- Baseline coaching and feedback approaches to ensure
you have the right team to deliver a positive customer experience
- Positioning your call center as your virtual branch
- Metrics to assess your call center’s effectiveness
- Providing ongoing product, sales/service, and
systems training to call center staff
Who
Should Attend?:
Retail
Banking or Branch Administration Directors or Staff, Call Center Managers,
Operations Managers. Please
forward email to appropriate person(s).
Instructor:
Brian
Walker is Vice President
of Client Revenue Consulting for Learning Dynamics. In this role, he works
directly with clients to identify and capitalize on revenue growth
opportunities within those clients’ businesses. He brings over 30 years of
consulting, training, process improvement, and strategy development
experience to this practice area. During this time, he owned a successful
international training organization for 18 years and served on its
International Leadership Board. Brian has worked with Fortune 500 companies,
as well as small and medium businesses, throughout his career and has
helped clients realize significant improvements in revenue, customer
retention, and other key result areas. Accomplishments in his deep
portfolio include helping a major telecommunications company increase sales
per representative by 9.4%, and a training and development initiative for a
leading financial services firm that realized improved advisor retention
and increased revenue. Brian serves as a Director on the board of Junior
Achievement. He holds a BS from Northeastern University in Boston, MA.
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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