Upcoming Webinars

60-minute web broadcasts. No fee.

• 30 August - Is Your Contact Center Aligned or Maligned?
• 18 October - Creating a Sales Culture: First Steps

90-minute interactive web conferences.
US $95

• 12 July - Successful Career-Pathing in the Call Center - Repeat Performance! - Register - Info
• 19 July - Getting Employee Performance Back on Track - Register - Info
  
• 16 August - Coaching: Next Level Performance - Register - Info
  
• 4 October - Is Your Contact Center Aligned or Maligned? 6 Actions to Maximize its Potential
  
• 9 October - Delivering a Dynamic Customer Experience
  
• 8 November - Creating a Sales Culture: A Comprehensive Action Plan

Successful Career-Pathing in the Call Center
Developing Staff for Optimal Employee and Customer Satisfaction

• Wednesday, June 21, 2006
  12:00 – 1:30 PM EDT
  Fee: $95
• Register Now

Audience
Contact center directors, managers, team leaders, and HR executives

Abstract
Successful Career-Pathing in the Call Center is key to ensuring that you grow and retain the right staff. If you are responsible for taming agent turnover, justifying training dollars, or managing the impact attrition has on customer satisfaction, service level, and overall team performance, then this webinar is for you.

Omega Performance’s Anne Ivey, senior vice president and contact center practice director and Connie Hritz, senior vice president of Research and Development will lead you through the process of how to develop a new hire career path, to be used as a roadmap for your organization.  Joining them will be Steve Angell, vice president of Huntington National Bank, who will talk about how career pathing in the bank’s Customer Service Center helped to improve the customer experience, increase employee morale and satisfaction, reduce turnover, and increase sales.

Objectives

1. Review career pathing and its implications to the bottom line
2. Understand the difference between a skill path and a position/career path
3. Identify what it takes to get the most out of each new hire agent
4. Plot the first 12 months of an agent’s life cycle

Benefits to Your Organization

1. Create a plan to decrease agent turnover
2. Increase customer satisfaction through agent empowerment
3. Optimize training time and costs
4. Increase speed to productivity