Is Your Contact Center Stressed Out?

Date Aired: December 12, 2012

Presenters: Jeff Toister, Craig Paris


Watch the webinar video below.

The holiday season may be over for 2012, but for many of us, the New Year still brings higher call volume, lower customer tolerance, and unexpected agent attrition and absenteeism. With all these things to stress about, should AHT still be one of them?

That depends – Average-handle-time (AHT) can be a great indicator of inefficiencies within your contact center. And it is the inefficiencies that can often cause unnecessary frustration for both your agents and your customers. We’ll show you how small changes in agent process and in technology can turn the focus away from the pressures of the season, and back on the needs of the customer.

In this webinar, you will learn 3 simple strategies that call centers can easily implement TODAY, that will help agents to:

  • Provide faster service
  • Increase customer satisfaction
  • Reduce their own stress levels

You will also hear directly from WhitePages PRO on how VIZIO, an industry leader in LCD HDTV electronics reduced their call centers’ AHT by 31 seconds, while simultaneously increasing customer satisfaction.

Consider this our way of helping you kick the New Year off right…less stress and better agent performance.

Jeff Toister

Jeff Toister

President, Toister Performance Solutions, Inc.

Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It (, a book that reveals hidden obstacles to outstanding service. His company, Toister Performance Solutions, Inc. helps clients identify these obstacles so they can improve customer service. He has previously worked as a call center manager and a trainer, and continues to consult with call centers today.

Jeff is also a nationally recognized employee training expert and a sought after speaker. He holds a Certified Professional in Learning & Performance credential from the American Society for Training and Development (ASTD) and is a Past President of ASTD’s San Diego Chapter where he is a recipient of the WillaMae M. Heitman award for distinguished service.

Twitter: @toister

Craig Paris

Chief Revenue Officer, WhitePages PRO

Craig is a seasoned sales executive with more than 15 years of experience. He spent five years at DoubleClick and three years at He has extensive knowledge of online media and technology solutions working with traditional direct marketers and brand advertisers. He also worked as a financial consultant at CIBC Oppenheimer. Craig has a BS in communication and advertising from the University of Hartford.

ICMI/UBM Privacy Statement

Topics: Learning & Development, Site Operations, Metrics, People Management, Customer Experience


Is your company willing to sacrifice agent efficiency in order to increase customer satisfaction (CSAT)?

More Polls