Training:

For CSRs

• Strategic Interaction Skills™ Training - (Customer Service Skills)
• Coaching for Service Quality™ Workshop and Performance Improvement Program
• Advanced Communication Skills™ Training (Conflict Management)
• Email Interaction Skills™  Training
• White Mail Interaction Skills™  Training
• Functional Levels of Action™ Training

For Call Center Trainers

• Facilitation Skills Training for Call Center Trainers
•  Instructional Design for Contact Centers Trainers
• Rapid elearning Design for Contact Centers
• Train-the-Trainer Certification for Strategic Interaction Skills™ Workshop 
• Train-the-Trainer Certification for Coaching for Service Quality™  Workshop
  

For Call Center Leaders

• Group Discovery Facilitation™ for Leadership
• Call Center Culture: What You Need to Know to Effectively Manage Call Center Staff
• Multi-Level Communication Skills™ Training Workshop
• Situational Leadership for Call Centers™  Training Workshop
• Advanced Communication Skills™  Training for Call Center Leaders: Managing Conflict at the CSR Level
• Employing an Holistic Coaching and Mentoring Program™
• Coaching for Service Quality™  Workshop
• Change Management Training Workshop™  

Consulting Services:

• Work-For-Hire Training Development and Delivery 
• Operational Review and Recommendations
• Contact Center Start-Up Design
• Department Restructuring
• Outsourcing Analysis, Selection and Management
• Technology Assessment
• Leadership Development
• Feasibility Studies
• Telemarketing Campaign Design
• Process Re-engineering
• Staffing and Forecasting Evaluation
• Call Center Culture Interventions
• Change Management
• Outsourcing/Off-shoring RFP and Selection
• Competency Models, Job Description and Interviewing Process
• Skills Based Pay and Pay for Performance Programs

We've done it for your competition.  We can do it for you...

Contact us today for your free consultation