Want To Know The Secrets of Great Call Centers?
Empowering contact center excellence for 30 years!

Want To Know The Secrets of Great Call Centers?

Last week I had the great opportunity to spend four days in a classroom at our Chicago Training Symposium.

I attended two really great courses-- Essential Skills and Knowledge of Contact Center Management, and Advancing Contact Center Quality Through Monitoring and Coaching.  As someone who's fairly new to the world of contact centers, I learned a lot-- from the basic fundamentals, to more advanced principles and formulas.

Beyond the textbook instruction, one of the greatest benefits of the symposium was the dialogue that took place among my classmates.  It was so interesting to hear everyone share their struggles, successes, and advice.  I think we all learned just as much from each other as we did from the course material (and we covered a LOT of material!).

There's something comforting and validating about knowing that other people share your same challenges, and there's something very enlightening about hearing real-world examples of ways to solve those challenges.

More than once I overheard one contact center manager say to another, "I wish I could trade places with you for a day!"

Do you ever feel that way?  Are you curious to know what other contact centers are doing that works well?  Are you curious to know what similar challenges other centers face, or how your center compares to others?

This Thursday, you have a chance to go behind the scenes of three award-worthy contact centers.  And the best part is that you don't even have to leave your desk.

Join us at 1pm ET for a complimentary 60 minute webinar, "The Call Center Trade Game.  Which Center Would You Trade Places With?"

We'll meet contact center leaders from Wells Fargo, Philly311, and Freeman, watch behind the scenes video footage from their centers, and discuss their accomplishments and challenges.  We'll also hear from Jabra and iQor as they share how they can help contact centers reach award-wining status. If you participate you'll have the opportunity to ask questions of our contestants and sponsors.

Already have questions you'd like asked during the presenation or offline in a blog post?  Share your questions in the comments below.

Topics: Strategy & Planning, Learning & Development


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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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