CFT
Webinars are purely educational. Instructors are not permitted to sell any
products or services during the presentation.
Program
Content:
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.
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?:
Branch
managers, managers and/or supervisors with call center oversight and
Trainers or staff responsible for training Call Center agents. 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
Powered by Total Training Solutions!
|