Buyer's Guide Directory
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.
President, Caras Training
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 transformcustomer 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.
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, Sydney, Phoenix, Ottawa, London, Ireland and Beijing and Bangalore.
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. We offer our services with a risk-free guarantee and have a perfect 100+ NPS.
Altivon builds some of the largest, most complex contact center solutions. We focus on understanding your needs first and foremost, then design, deploy, support and evolve the best-fit solution. Altivon has focused exclusively on delivering contact center solutions for more than 25 years.
Keeping up with contact center technology and trends can be daunting. Altivon can help you form and execute your strategy for elevating customer experience, enhancing employee engagement and evolving operations. Our project teams consist of best in class project managers, solution architects, application consultants, implementation engineers, software developers, quality engineers and trainers. These individuals are certified on key technologies and are expert in their deployment.
Give your customers choice and flexibility. Reduce their effort with solutions built around self-service, callbacks, process automation and more. Give your agents greater insight into the customer journey and leverage real-time analytics to guide complex interactions. Get the most out of your operation through performance monitoring and workforce management.
Founded in 1989, Altivon operates across North America with deployments internationally. We have delivered contact center solutions based on leading contact center technologies since 1997. We are the only Genesys partner to deploy solutions on all their technology platforms--PureEngage, PureConnect and PureCloud.
SHL is the leader in talent measurement solutions, driving better business results for clients through superior people intelligence and decisions - from hiring and recruiting, to employee development and succession planning. With a presence in over 50 countries, SHL delivers more than 35 million assessments annually in over 30 languages - allowing over 10,000 business customers to benefit from both global expertise and local insight. Along with its world-class consulting practices and 24-hour support center, SHL clients can access over 1,000 assessments through an easy-to-use technology platform. SHL was acquired in 2012 by CEB, the leading member-based advisory company. By combining the best practices of thousands of member companies with advanced research methodologies and human capital analytics, CEB equips senior leaders and their teams with insight and actionable solutions to transform operations. Headquartered in London, UK, SHL has offices in North and South America, Europe, the Middle East, Africa, Asia and Australia/New Zealand. For more information, visit www.shl.com.
Jason Finney | –SHL Account Executive