Call Center Times

   

Buyer's Guide
Call Center Training


 

The Taylor Reach Group, Inc.

Established in 2003, The Taylor Reach Group is an award winning, call, contact center and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Phoenix, Ottawa, Ireland and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. All of consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.

Our services include;

* Customer Experience Assessments and Benchmarking

* Contact Center Strategic Assessments

* Contact Center Audits and Benchmarking

* Training Curriculum Design and Development

* Technology Selection

* Operational Model Development

* Omni-Channel, Multi-Channel

* Outsourcing/Offshore Suitability Assessments

* In-Sourcing Assessments

* Home Agent Assessment

* Process Improvement

* Knowledge Management

* Site Selection

* Organizational Design & Development

* Best Practices

* Whitepapers & Research Projects,

At Taylor Reach we stand behind our consulting work and we add value to our clients’ call center operations. Get in touch with us to learn how we can increase your efficiency, operational processes & procedures, and more importantly the Return on Investment (ROI)!  When we are asked to implement Taylor Reach Group consulting recommendations outlined in a Strategic Assessment report, you will achieve a minimum of a 300% ROI in just 4 months! No catches, no strings attached, just 300% in 4 months-guaranteed.

More than 15,000 call/contact center agent positions globally employ Taylor Reach designed contact center operational models; we have the knowledge and experience to help your center management.

thetaylorreachgroup.com

twitter @colinsataylor

 

LinkedIn https://ca.linkedin.com/in/colintaylor 



Richardson

Richardson is a global sales training and sales force effectiveness company.

We have over 30 years of experience creating customized sales training solutions that build organizational ability and improve individual skill necessary to grow profitable sales. Our approach is highly collaborative, with a focus on enabling the right sales activity and effective customer dialogues at every stage of the selling cycle. To help you achieve your goals, we partner with you to develop a culture of continuous learning that drives sustained improved performance. We provide a Sales Effectiveness system that consists of assessing skill, customized training, and a series of integrated learning sustainment tools to ensure knowledge retention. We partner with some of the largest and most sophisticated companies in the world across all major business sectors providing an emphasis on the necessary skills to execute your sales process. Our solutions are delivered to the highest standards by authentic, passionate and experienced people.

For Call Centers, we offer both online and instructor-led classroom training that covers topics such as negotiations, consultative selling, telephone selling, and customer care. Click here to learn more about our
Sales Effectiveness System.

Contact Information: Meghan Steiner –
Meghan.steiner@richardson.com
215-940-9255


The Connection®

The Connection® provides proactive contact center solutions to your most challenging customer experience issues. We offer customer service, help desk and technical support services via live operator, email, text, live web chat, social media, and brand interaction/reputation monitoring. The Connection® is a leader in the call center industry, leveraging a combined 150 years of experience to successfully achieve our Client’s goals. In addition to call center solutions, we also provide consulting services that maximizes your customer experience in the most cost-efficient way as well as eLearning solutions for call centers looking to effectively, efficiently train their internal call center agents.

Website Link: https://www.theconnectioncc.com/about-the-connection/our-process/

 

Ulysses Learning

Award-winning customer service, sales, and coaching training.  Endorsed by top contact centers.
Your contact center will achieve profound business results, ahead of schedule, with Ulysses Learnings’ artful blend of patented simulation-based e-learning, facilitated exercises, coaching, and support tools, that redefine the way customers are respected and cared for and transform customer service, sales and coaching cultures
A 2017 Stevie® Awards winner, Ulysses has the only training proven to build emotional intelligence or “EQ” (in both agents and coaches) so that Judgment@WorkTM can be confidently, consistently, and expertly applied on every call.   
Ulysses Learning was founded in 1995 as a joint venture with Northwestern University’s Learning Sciences department and continues to bring clients new, innovative enhancements to its industry-leading training.
 
Many are surprised to learn that Ulysses was the first in the world to create and recently receive a patent for its “Overlay Modeling” software system. The system transformed the way computer-based training is developed and has been cited by Microsoft, IBM, and Reuters as being foundational to the development of several of their own innovative software products.
 
While other e-Learning products are built using more predictive or contrived modeling, Ulysses’ software continually adds or “overlays” real-life responses representatives provide while going through the training simulations. The software, in this sense, is not static, but lives and is further enriched with each interaction.  This is one reason why Ulysses’ clients report that training delivers more realistic and meaningful learning experiences that produce desired results in a shorter period of time such as:
 
·     • Escalated calls reduced by a minimum of 27% (One Ulysses client just reported escalated calls decreased from 38 per supervisor to 4!)
• Increased customer satisfaction by 21%
• Decreased call backs by 25%
• Improved average handle time up to 10 seconds or more
• Improved first call resolution up to 22%

  
Begin your contact center transformation now. 
  
Contact Ulysses Learning today!
Online: 
www.ulysseslearning.com
Call: 800-662-4066
Email: info@ulysseslearning.com

 


PowerHouse Consulting, Inc.

“We simplify complex business processes.”

Founded by Kathleen Peterson in 1987, PowerHouse Consulting is an internationally recognized management consulting firm specializing in all aspects of Contact Centers and Telecommunications. We offer Strategic Planning, Contact Center Assessments and Solutions, Telecommunications Assessments, IT Assessments, Workforce Optimization, Outsourcing Management, Custom Learning Programs, and Procurement Management. Chief Vision Officer Kathleen Peterson is a sought-after expert in the in the field of Customer Experience.

PowerHouse works with top leaders across Fortune 500 companies to develop plans that align operational practices with corporate vision. We combine business savvy and technical acumen to yield quick, practical, and cost-effective results. We have collaborated with hundreds of clients across the U.S. and Canada - working with organizations of differing sizes and with varying budgets. PowerHouse has performed assessments for Contact Centers ranging from five to 3000 seats and across industries. These include B2B, Catalog/eCommerce, Education, Financial Services, Government, Healthcare, Insurance, Marketing/Media, Non-profit, Technology, Telecommunications, and Utilities. Dozens of repeat clients continue to be our best endorsement.


As members of the Society of Communications Technology Consultants (SCTC), PowerHouse has no formal relationships with vendors of telecommunications, cabling related equipment, or software. We are the two-time recipient of the Members’ Choice Award - Best in Class, Best Consultancy Company in the Americas Region - from ContactCenterWorld.com. PowerHouse is certified as a WBE in MA and NY and as a DBE in MA and NH.

Kathleen is widely published and has shared her humor, philosophy, and experience in keynotes in the US, London, Paris, Turkey, Dubai, and Hong Kong. Kathleen’s insightful Rants and Raves are featured monthly in Call Center Times. Her new book, Backstage at the Customer Experience: Musings for Contact Center Leaders, is available on Amazon.

Contact us at info@powerhouse1.com or call Chris Hastings, PowerHouse President at 603-488-0203. Visit us at www.powerhouse1.com.



Caras Training

Caras Training is a consultative training organization which specializes in customer service, sales, retail and coach learning and development programs. We work with clients to improve the way their front line staff engages with customers and prospects in the store, in the boardroom, on the phone and by email. Our clients include publicly traded corporations, privately held companies and non-profit organizations.

We create highly customized learning modules and implementation programs that go far beyond what pre-packed or canned training content can achieve. Custom audio, video, case studies, and elearning reduce training time and increase adoption of new skills for companies and departments of all sizes.

Clients get powerful methodology for influencing customers and prospects and creating long-lasting relationships.

Consider a collaboration with us when your firm needs to make the most of every interaction with customers and prospects. That’s how our training solutions become your powerful results. By phone, email, live chat or in person, your sales, service and support teams can do more in less time when they know how.

Contact:
Ronna Caras
President, Caras Training
508.527.9599
Visit:
www.CarasTraining.com
Email: rcaras@carastraining.com




Outsource Consultants - Call Center Advisors

Leverage our call center expertise to drive impactful change.

Call center executives face many difficult decisions trying to improve their internal operations while also evaluating options to leverage third parties to improve operational performance and reduce costs.

Outsource Consultants can help your organization with:
*
Call Center Outsourcing Strategy
* Multichannel customer contact center technology
* Technology vendor selection. Migrating from premise to
cloud-based technology.
* Consolidating or expanding contact centers
* Designing a new call center or expanding current infrastructure
* Training and quality improvement strategies

The independent consulting advisors at Outsource Consultants focus on meeting the individual challenges of our clients contact centers both large and small. Each individual on our team has a minimum of
20 years in the call center industry. We provide objective perspectives based on our deep experience with operations, technology, marketing, processes, training, quality, outsourcing, and premise and cloud technologies.

Whatever project we're working on – whether for a Fortune 500 or a small business – clients rely on our call center consulting approaches to drive results and reduce costs. By leveraging our years of experience and proven methodologies, we bring value to any project with our depth and breadth of knowledge.

Our call center consulting strategies and expertise will drive RESULTS.

Training Strategy

Working in conjunction with your team, Outsource Consultants will focus on developing a curriculum that can be used to efficiently improve the quality and performance of your contact center operations.

Step one will begin with our team evaluating your team’s current training documentation, testing, and other procedures. Step two will be to provide options for the design of the new training curriculum that may include:

* Training Delivery Methods
* Call Type Focus: Sales, Service, Support, or Retention
* Supervisor Training Curriculum
* System Training Interface
* Online Self Paced Training Options
* Knowledge Retention Testing Procedures
* Nesting Procedures
* Refresher Product/Service Training
* Last Minute Flash Training and Testing Procedures


Our process is very simple: Just contact us at 952-303-2478 to discuss your training and business needs and objectives and we will provide you with a training assessment.

OUTSOURCE CONSULTANTS - Call Center Outsourcing Advisors
Contact: Corey Kotlarz
952-303-2478
ckotlarz@outsource-consultants.com
www.outsource-consultants.com



BenchmarkPortal
VIDEO LINK

BenchmarkPortal
is the global leader in
Call Center Benchmarking, Call Center Certification, Call Center Training and Call Center Consulting. Since its beginnings in 1995 under Dr. Jon Anton of Purdue University, BenchmarkPortal has grown with the contact center industry and now hosts the world's largest call center metrics database. Now led by Bruce Belfiore, the BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to Best Practices for the call center industry.


BenchmarkPortal's activities include
The College of Call Center Excellence, a leader in call center training, and CallTalk, the first on-line talk show specifically focused on the call center industry. BenchmarkPortal also hosts Call Center Campus Week. This annual, unique call center industry event presents an opportunity for attendees to get on the fast track to upgrade customer service and to drive their call centers’ performance to the top.

A new revolutionary tool by BenchmarkPortal –
iBenchmark, automates the process of benchmarking, transforming a valuable but time-consuming, manual process into an automated, user-friendly service that allows managers to monitor performance on a monthly basis.

Join our community today by benchmarking your call center with our complimentary
12 KPI Benchmarking Survey on our website. Our mission is to help customer contact managers in all sectors to optimize their centers in terms of efficiency and effectiveness.

For a full listing of BenchmarkPortal areas of expertise, see:

Call Center Benchmarking
Call Center Certification
Call Center Training
Call Center Assessments
Call Center Certification
Call Center Peer Group Reports
Call Center Industry Reports
Call Center White Papers

Contact us today in one of the following ways:

Online:
www.BenchmarkPortal.com
Call: 1-800-214-8929 Ext. 1
Email:
Contactus@BenchmarkPortal.com
Social Media:
Facebook, Linkedin BMP Group, Linkedin ,Twitter, YouTube, Google+, Blog


Envision

Envision Click2Coach has had a long tradition of helping companies capture customer experiences for strategic insights and operational excellence. Click2Coach is an enterprise featured workforce optimization (WFO) solution, and can be implemented on-premise or in the cloud. Click2Coach Cloud is reasonably priced through a subscription, easy to install and fully featured on all Cisco platforms.

Click2Coach customers have reduced costs by 26 percent and increased efficiencies by 46 percent. We help manage key performance indicators including costs, quality, productivity agent, service level and call handling metrics that help you keep a pulse on your customer experiences as well as manager and agent interactions.

Regardless of the size of your contact center, Envision is a WFO agent analytics platform that is preferred by executives, contact center directors, managers, specialists and agents. Combining call recording, screen captures, PCI compliance, speech and text analytics, quality monitoring, automated agent evaluation, eLearning and Workforce Management in an easy to learn portal and platform called Click2Coach, come see for yourself why we offer enterprise features at an affordable price.

More and more companies are choosing cloud based solutions for good reason. Pricing is simple, and it’s easy to add or remove seats. With our cloud based product, all updates and upgrades are automatically included in the operational cost and you don’t have to employ an entire team of Information Technology specialists to keep the application and hardware operational with the latest releases and features.

By choosing Click2Coach, you can be assured that you are partnering with a company that adds features that grow and change as contact center technology and applications develop, but that allows you the flexibility of adding and subtracting agents for seasonal purposes.

Coaching is the number one skill that exceptional contact center directors employ to ensure that their contact centers are meeting and exceeding customer expectations so why not contact Envision Click2Coach to learn more. Feel free to email us at info@envisioninc.com.

Krista Scanlon
Business Development
(206) 225-0847
info@envisioninc.com




Service Strategies
VIDEO LINK
Service Strategies advances service excellence through training, certification, consulting and industry standards programs that ensure delivery of consistent, high-quality customer service and support. The world's leading service providers use our Service Capability & Performance (SCP) Standards as a roadmap for service excellence.

Links to Our Site
Service Strategies Website
(
www.servicestrategies.com)

Training and Certification Programs
(
http://www.servicestrategies.com/training/)

Service Capability & Performance (SCP) Standards
(
http://www.servicestrategies.com/scp-standards/)

Service Strategies Blog
(
http://servicestrategies.com/blog/)

Company Profile
Service Strategies advances service excellence by providing industry standards, certification, training and consulting services that ensure delivery of consistent, high-quality customer service and support. Service Strategies applies a proven benchmark process to its programs that measures and drives effectiveness for continuous service improvement. We specialize in improving customer service, technical support, eservice, field service and professional service operations.

The world's leading service and support providers use Service Strategies' Service Capability & Performance (SCP) Standards as a roadmap for service excellence and a qualitative and quantitative measure of success. In addition, our career development programs have improved the skills and capabilities of service professionals worldwide, while our strategic advisory and consulting services are helping industry leading service organizations optimize business operations and achieve substantial performance gains.

To learn more about Service Strategies' industry leading solutions and what they can do for your business, Contact us at info@servicestrategies.com or call 858.674.4864 or 800.552.3058 toll free in North America.

Product and Service Information

The Service Capability & Performance (SCP) Standards

The Service Capability & Performance (SCP) Standards establish the global benchmark for service excellence. Developed by Service Strategies, in cooperation with approximately 50 leading service and support organizations from around the world, the SCP Standards have enhanced the capabilities and performance of service operations worldwide since 1998. The internationally recognized standards define best practices for
delivering world-class service and support, quantify performance levels, and establish a foundation to build on existing quality processes.

Training and Certification Programs

Service Strategies provides a host of career development, training and certification programs for service and support professionals at the individual contributor and management levels. Our course content and instructor expertise sets our programs apart from anything else in the industry. We will help you gain measurable results through our collaborative process of setting expectations, measuring performance and reinforcing behaviors. In addition, our programs will prepare you for the globally accepted SCP Career Certification credential. 

 



 

 

 

 

 

 

 

 

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