Delivering Quality: Sysco's Service with a S.M.I.L.E.

Ed shares how Sysco has improved their average quality score from 88.7% to 94%, and reduced turnover by 15%.  They are delivering service with a S.M.I.L.E. Ed has held a number of positions in warehousing, transportation and information technology operations ...
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Voice of the Customer

Steve Ellis will share five key steps to designing an effective Voice of the Customer program that focuses on the customer experience and drives continuous improvement throughout the organization.
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Lemming or Leader - You Decide

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Call Center Campus 2012 - Best Practices Roundup

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Service to Sales: Providing Strategic Organizational Value

Discussion points: 1.  Developing a strategic road map 2.  Key strategies to excite your organization for change and growth 3.  Importance of measuring results for success.
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Multi-Channel Management: Latest Learning On What To Measure & How

“Call” centers are now “Contact” centers, with multiple channels a client can connect with you and your business.  Special guest, David Raia, will be joining us as we examine this new world and discuss the following:
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Adding Sales to Your Customer Service Culture

Join host Bruce Belfiore, CEO, and Susan Wolski – TXU Energy, as they discuss adding sales to your customer service culture. Transitioning a call center from a typical “customer service” environment to a “sales” environment can be challenging. However, in ...
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Government Call Centers: Simple Adjustments for Better Service Levels!

Join host Bruce Belfiore, CEO, and Kimberly Parish Barrett, Director, Florida Abuse Hotline, Department of Children and Families, as they discuss government call centers. Bruce and Kimblerly will discuss how simple operational adjustments can lead to improved ...
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BenchmarkPortal's New Multi-Channel Benchmark Survey

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Workforce Management Meets Workforce Morale

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Employee Training...Getting The Most Bang For Your Buck?

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Working Successfully with Generation Y

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Training - How it Sets the Atmosphere in a Contact Center

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Co-Browsing Technology for the Customer

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Articles & News

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