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Articles - Contact Center

  • Call Center Service
    Banker's News, March 18, 2003
    A Cornerstone of Customer Loyalty

  • Coaching and Mentoring: Enhancing Education
    Chief Learning Officer, November 2005
    Omega Performance research reveals that coaching is one of the most powerful tools for driving and sustaining employee performance. Read our article —published in the November 2005 issue of Chief Learning Officer magazine— to learn what effective coaching is, how to build a coaching process that links to your organization’s business model, and strategies for successfully implementing the coaching process enterprise-wide.

  • Cross-Selling Made Easy
    Originally Published in ABA Bank Marketing Magazine, October 2005
    Everyone has heard the statistic: Selling a product or service to a new customer costs five times more than selling an additional product or service to an existing customer. Not surprisingly, many banks view cross-selling as an attractive growth strategy — a way to bolster revenue by expanding customer relationships.

  • Mastering Frontline Skill Development
    Contact Professional, May/June 2007
    Product mastery, a training method that is both fun and flexible to use, is helping contact center agents become more confident, proactive and knowledgeable when engaging in solutions-oriented discussions with customers. By Laurie Hotard, Omega Performance Senior Contact Center Consultant.

  • Out Of Superior Service, Sales Will Come: Impacting the Revenue Stream in the Contact Center
    Contact Center World, May 2007
    Turn ordinary service requests into sales opportunities? Your contact center agents can provided they are given the right skills, knowledge, and tools. Read on to find out how you can put your contact center on the path to sales and service excellence.

  • Take Me To Your Leader
    Omega Performance Article
    Stephen Billing, Senior Relationship Manager at Omega Performance, reports on the importance of clarifying and supporting one of the most valuable roles in our contact centers — that of the Team Leader.

  • Why Invest in Training
    Omega Performance Article
    A Summary of the Research