Call Center Training, Call Center Agent Training

Web Seminars for Call Center, Help Desk, and Customer Service Supervisors & Managers and Frontline Staff


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For Call Center Webinar Members:

I was very pleased with Myra's presentation, but even more so, I was left with a sense of new energy and desire to put her recommendations to use. I can't wait for Monday.

Tim O'Laughlin

The Coca-Cola Company

I have never seen a more poised, polished, and passionate speaker!

Cindy Hulsey, Training Manager

Tulsa City-County Library

You exceeded our expectations!

Rhonda Fox

District IV Manager - Member Relations
Best Western International, Inc

Quality Call Monitoring

Build (or fine-tune) a Quality Call Monitoring Program You Can Be Proud of !

Friday, February 8th, 1:00 - 3:00 pm ET

Webinar Tuition $299

Reserve your seat now.

It has been 2 years since I did my last major web seminar that focused on call monitoring.

A lot has changed in the contact center industry during this time so I'll have tons of brand new material that didn't even exist back then. Now is your opportunity to participate in this information-packed webinar.

Friday, February 8th, 1:00 - 3:00 pm ET

Call Monitoring Webinar

In my Call Center Monitoring Webinar You Will:

Explore the 3 most effective call monitoring methods
Find out why the first step toward effective call monitoring starts with training your monitors
Discover why it’s so easy for a team to coach inconsistently and learn how to overcome this challenge
Step-by-step instructions for designing a monitoring plan (and form) that measures and improves your specific service standards
Get sample monitoring forms by industry
Review criteria for effectively monitoring email correspondence
Get a sample email correspondence monitoring form
Get a step-by-step blueprint for holding calibration sessions
Discover the one thing that is off limits for criticizing in coaching sessions
Do you monitor your monitors? If not, trouble could lie ahead

PLUS I’ll give you specific tips for approaching employees about problem performance in such a way that minimizes hostility and defensiveness AND You will get my 9-step blueprint for coaching agent phone calls

I can't wait to get you fully updated.

It has been 2 years since I did my last major web seminar that focused on call monitoring.

Friday, February 8th, 1:00 - 3:00 pm ET

Call Monitoring Pt 1 Partial Agenda:

Synopsis:

In call centers, a solid quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time, and no improvements in quality. Join us for this encore presentation of a blockbuster seminar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program.

The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro!

I’ll explain the five simple and basic components you MUST have on your monitoring form
Benchmark monitoring forms from superstar call centers
You’ll even get a sample email correspondence monitoring form

With the discussion and information from the webinar we are ready to get started and have even scheduled our first meeting to get it underway!

Debbie Riley

Consumer Affairs Supervisor

Giant Landover

Taking the Madness Out of the Method: What is the best way to monitor agents?

Get answers to your most pressing questions like “how often should we monitor?” and “how many calls do we need to monitor?”
Explore the 3 most effective call monitoring methods, including the pros and cons of each method
Don't get left behind...review cutting-edge advancements in call monitoring technology
Get my resource list on the best call monitoring software packages on the market
Bonus: I'll supply you with a link to 100 questions you MUST ask any and all potential vendors of an automated quality monitoring system...proactively asking these questions can keep you from investing in a solution that is not a good fit for your needs and spare you from many sleepless nights and headaches down the road.

Making Sense of Measurements

Learn to distinguish between styles and standards so that your evaluations are legally sound and fair (not to mention, easier on you)
Establish clear, valid and measurable performance standards
Find out what's off limits for measuring in quality monitoring and why

Your seminar has given me the tools to build {a} new incentive program. I’m sure that my operators will appreciate the scoring process as well as the incentives. I will appreciate the opportunity to be a better coach.

Jeri Chandler

Ivie & Associates, Inc.

Overcoming One of the Biggest Threats to Effective Coaching and Getting Agent Buy-In to Monitoring

I’ll reveal the one –and only- solution to solving the problem of inconsistent coaching among contact center supervisors
Explore 7 field-tested and proven tips (straight from the world-class centers of some of my clients) for overcoming agent resistance
We will review 8 common objections agents have to monitoring and I’ll tell you exactly how to respond to every one of them

All About Calibration: Getting Every Supervisor On the Same Page: Nipping the consistency challenge in the bud

Find out why it so easy for every supervisor to see (and rate) calls differently ---and discovery what you can do about it
You’ll get my 6-step easy method for holding productive calibration sessions that will ENSURE consistency among all supervisors who coach
Learn to distinguish between styles and standards so that your evaluations are legally sound and fair (not to mention, easier on you)

Plus

I will stay online to answer your Call Monitoring questions for up to an hour after the main seminar.

This professional development event is just $299 for an unlimited number of attendees...

A small investment that will repay itself many times over.

Quality Call Monitoring

Build (or fine-tune) a Quality Call Monitoring Program You Can Be Proud of !

Friday, February 8th, 1:00 - 3:00 pm ET

Webinar Tuition $299

Reserve your seat now.

Subscription Option: $799 (gain access to all live and recorded webinars, plus MP3 downloads)

In addition to the webinar you'll get a downloadable workbook with all the main points I will be covering during the event PLUS You'll get my reading and educational material list.

. . . I spend lots of time and money learning from other resources.

I'll tell you about the best of the best monitoring technology and methods that are significantly improving the way our clients monitor their agents.

Exceptional Value

Wondering how my registration fee compares to others? The Resource Center for Customer Service Professionals currently has a seminar available called Monitoring and Coaching for Improved Call Center Performance. It is offered at 8 locations throughout the

at various times during the year. The cost is $1,475 per person. If you had five supervisors attend, it would cost you $7,375, plus the travel expenses of each supervisor. My webinar delivers the same relevant content for a mere $299 for an UNLIMITED number of participants.

Quality Call Monitoring

Build (or fine-tune) a Quality Call Monitoring Program You Can Be Proud of !

Friday, February 8th, 1:00 - 3:00 pm ET

Webinar Tuition $299

Reserve your seat now.

I really do love your webinars, Myra . They are very well done and extremely beneficial. The other thing I love is your strong faith that you bring into each of your calls. It is truly a blessing to do what you love to do and it shows. I always find little helpful hints in your information. I love the phrases you gave regarding unreasonable customer requests. Thank you again.

Kristy L. Bolen

Manager of Customer Service

Carlson Hotels Worldwide

A Complete Training Solution

Training for Agents

Call Center Webinars includes on-demand, online video training for frontline employees. Sample Employee Training Now

Unlimited Attendance
Have as many supervisors, managers or agents attend live events as you like.

Training When You Want It, Where You Want It
All webinars are recorded and achieved for replay 24/7.
FREE Sample Webinar... *"Managing to Eliminate Unacceptable Employee Performance"* Sign up here for your free 90-minute webinar

Upcoming Webinars

On-Demand, Online Training for Your Employees

Training is presented online, on-demand in high quality, video requiring nothing more than a standard computer with high-speed Internet connection. For most users, enjoying the Golden Method is just like watching TV.

Watch a 4-minute overview of our on-demand training for your employees.

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	We help our clients save thousands of training dollars by creating measurably effective, interactive, media-rich supervisory and customer service training events and deploying for Internet viewing anywhere, anytime. Our webinars and on-demand video training makes organization-wide training affordable, flexible, consistent, and extremely effective.