Contact center training with proven results

Driving Performance through Reward and Recognition

According to recent studies published by Gallup, only 30% of employees are actively engaged in their job and disengaged workers cost the United States between $450 billion to $550 billion each year in lost productivity. In addition, the disengaged workforce is more likely to negatively influence their co-workers, miss workdays, and drive customers away. Given this information, the question becomes what can be done to increase employee engagement and motivation?

Call Center Times, October 25th, 2016
By Dina Vance, Senior Vice President, Ulysses Learning Learn More >>

Unlocking Emotional Intelligence (EQ) to Improve Judgment at Work

Aristotle once said, “Anyone can become angry - that is easy. But to be angry with the right person, to the right degree, at the right time, for the right purpose, and in the right way; that is not easy.” Substitute any emotion for the word “angry,” and the same is true. Many have experienced how emotions can get in the way of making good decisions, but may not realize emotional intelligence is the key for individuals and organizations to keep a competitive advantage in order to rapidly respond to change and maintain a motivated and talented workforce.

Call Center Times, September 2016
By Anne Nickerson, Vice President, Client Advocate, Ulysses Learning Learn More >>

The Evolution of a Coach: Holding the keys to success

As a leader and coach, you have the ability to make an amazing impact to draw out the talents of your representatives and other coaches that were previously hidden within each individual. The investment of your time, efforts, and expertise are critical to maintain energy within your organization. Over time, however, there's also opportunity and methods for you to evolve your own skills to continue the dynamic process of unceasingly delivering the best possible customer experience.

Call Center Times, August 2016
By Anne Nickerson, Vice President, Client Advocate, Ulysses Learning Learn More >>

Quality is Never an Accident

Henry Ford is quoted as saying, "Quality means doing it right when no one is looking." Applying this thought to customer contact centers means that quality is woven into the fabric of an organization's culture. This quote also suggests that quality is everyone's responsibility rather than nestled in the QA Department or QA Manager. The challenge is, how do we accomplish this?

Call Center Times, July 2016
By Dina Vance, Senior Vice President, Ulysses Learning Learn More >>

The Power of Voice Tone-Conveying the Right Message

Perhaps when you were younger, you knew you were in trouble when your parent said, “Don’t use that tone of voice with me, mister!” In a contact center, voice tone conveys 80% of our message, especially when we don’t have body language to augment our intention or meaning. As important as it is to pay attention to our words, it is how we say it that ultimately conveys our intended message.

Call Center Times, May 2016
By Dina Vance, Senior Vice President, Ulysses Learning Learn More >>

Feedback Is A Gift - Are You Giving Enough?

Providing feedback is critical to successful communication and employee support for every call center manager. Our research and experience indicates that a balance of feedback, including a combination of monthly one-on-one’s, immediate coaching after a call, quality reviews and silent monitoring encourages employees to grow in their job. There are several important characteristics for feedback to be effective.

Call Center Times, May 2016
By Anne Nickerson, Vice President, Client Advocate Learn More >>

Judgment@Work - Customer Conversations and First Call Resolution

We make judgments every day throughout the day when confronted with caller concerns, all of which impact our customer’s experiences. To ensure First Call Resolution (FCR), using past experiences enables good judgment which is imperative for high quality customer conversations. To make good judgments (decisions) we need to understand WHY we make certain decisions.

Call Center Times, March 2016
By Dina Vance, Senior Vice President, Ulysses Learning Learn More >>

Contact Center Training - Why E-Learning Works to Build Better Decision Makers

Building competencies in an ever-changing customer-centric organization is a continuous challenge for training personnel, because demanding customers require a heightened level of decision-making from customer service associates.

Call Center Times, February 2016
By Anne Nickerson, Vice President, Client Advocate, Ulysses Learning Learn More >>

Contact Center Training - Key training insights and practical pointers from the experts

As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff at all levels and functions are fully prepared to drive customer-centric goals.

Contact Center Pipeline Special Report, April 2015
with Dina Vance, Senior Vice President of Sales & Marketing/Managing Director of North American Operations, Ulysses Learning Learn More >>

Change Employee Habits Through Better Communication

If we don’t explain why we’re asking employees to make a change and then tell them  how to make the change, it’s likely our organization won’t see the changes we seek.

Dina Vance
Senior Vice President of Sales & Marketing/Managing Director of North American Operations, Ulysses Learning Learn More >>

Building an Efficient and High‐Performing Team

When trying to see the forest from the trees, it’s important to remember that the key to call center success is to “hire  them right, train them right and manage them right,” which is a mix of the strategic and tactical.  

Dina Vance
Senior Vice President of Sales & Marketing/Managing Director of North American Operations, Ulysses Learning Learn More >>

Yes, FCR continues to be a leading indicator for call center performance in 2013

First call resolution (FCR) continues to be a leading metric to gauge the effectiveness of contact centers and how loyal your customers are to your organization. As you know, FCR is typically defined as the percentage of customer calls that are resolved on the first try.

Dina Vance
Senior Vice President of Sales & Marketing/Managing Director of North American Operations, Ulysses Learning Learn More >>

Learn how to build a better workforce in Dina Vance's article that ran in ICMI's Call Center Insider

It comes down to building a better workforce and empowering them to make better decisions through strategic training and coaching. In short, the key to improving customer experience at the contact center-level is the trifecta of better recruiting, training and managing.

Dina Vance
Senior Vice President of Sales & Marketing/Managing Director of North American Operations, Ulysses Learning Learn More >>

Managing and Motivating a Multi-Generational Workforce in the Contact Center

Think back to your first job. If you’re a Gen X or older like me, it’s likely that hard work is simply a fact of life.

Dina Vance
Senior Vice President of Sales & Marketing/Managing Director of North American Operations, Ulysses Learning Learn More >>

Improving Quality Measurement and the Overall Customer Experience Means Moving Into the Gray

Today, savvy organizations realize that providing a better customer experience is what is going to set them apart and give them the competitive edge. In order to keep improving this customer experience, it has to be monitored, measured and coached, which is the basis for strong quality management.

Larry Willart
Vice President of Performance Development, Ulysses Learning Learn More >>

Ulysses Learning VP Discusses Role of Smart Grid and Voice of the Customer

The smart grid is one of the most prominent hot topics these days, so much so that the Smart Grid Summit EXPO East 2011 is sure to demonstrate some pretty ingenious developments for the coming year.

Juliana Kenny
TMCnet Web Editor Learn More >>

Doing More with Less in the Contact Center

This is the first in a series of articles exploring key issues focusing on key issues facing contact centers in 2010.

Dina Vance
Senior Vice President of Sales & Marketing/Managing Director of North American Operations, Ulysses Learning Learn More >>

Performance Leadership Series: Improving Performance at Harris Bank

A team approach helped change workflow and improve the customer experience! Read all about it here.

Dina Vance
Senior Vice President of Sales & Marketing/Managing Director of North American Operations, Ulysses Learning Learn More >>

Seizing the Day in a Down Economy

A panel discussion about how others are surviving - and thriving - in 2009. Today's economy has taken a toll on Contact Centers. This discussion with Contact Center directors from multiple industries highlights what to stay focused on.

Dina Vance
Senior Vice President of Sales & Marketing/Managing Director of North American Operations, Ulysses Learning Learn More >>

Working Smarter, Not Harder as a Contact Center Manager: Five Ways to Enhance Your Performance

What distinguishes good contact center managers from great ones? This article provides five ways to ensure success as a contact center leader.

Dina Vance
Senior Vice President of Sales & Marketing/Managing Director of North American Operations, Ulysses Learning Learn More >>

The Changing Face of Training - Doing More with Less

Today's economic conditions are forcing organizations to reduce expenditures in a number of areas. Contact centers are no exception. How do you ensure your training budget is seen by executives as an essential investment in your contact center's success?

Mark W. Brodsky
President & CEO, Ulysses Learning Learn More >>

Improving the Effectiveness of Call Monitoring

Call centers are expending a tremendous amount of time, effort and money on call recording and monitoring. But what is the best use of that information to create a better customer experience?

Dina Vance
Senior Vice President, Ulysses Learning Learn More >>

Taking Agent Training Beyond The Classroom

Joe Fleischer, editor of ICMI's Customer Management Insight interviews Ulysses Learning's President & CEO, Mark W. Brodsky about how companies can link training to call center agents' overall professional development to help ensure their top performance over the long-term.

Joe Fleischer
Editor,ICMI's Customer Management Insight Learn More >>

Off-shoring call centers: A huge cost savings or one of the biggest expenses your company will ever face

How to ensure international call center success through best practices in hiring, training and management.

Mark W. Brodsky and Dina Vance
Ulysses Learning Learn More >>

Making Sense of On-Demand Learning in Contact Centers Today

On-Demand Learning holds the promise of improving workforce performance and productivity. Done correctly, it can arm employees with powerful "just in time" skill and knowledge reinforcement. Mark W. Brodsky examines this emerging trend and identifies best practices for leveraging this learning methodology in the contact center environment.

Mark W. Brodsky
President & CEO, Ulysses Learning Learn More >>

How to Exceed Your Contact Center's Annual Financial Goals (Part 3 of 3)

On-Demand Learning holds the promise of improving workforce performance and productivity. Done correctly, it can arm employees with powerful "just in time" skill and knowledge reinforcement. Mark W. Brodsky examines this emerging trend and identifies best practices for leveraging this learning methodology in the contact center environment.

Cheryl O'Donoghue
Learn More >>

How to Exceed Your Contact Center's Annual Financial Goals (Part 2 of 3)

This is the second in a series of three articles focusing on the success of the contact center team at Harris, N.A., a Chicago-based financial services provider ($38.3 billion in assets and part of the BMO Financial Group with $282 billion in assets).The Harris contact center exceeded all its 2006 performance goals early in the fourth quarter using a well conceived and executed performance improvement plan built on a solid foundation of trust. Also in 2006, the Harris team received industry recognition when they were named the “2006 Center of Excellence” in which they were rated #1 against 17 other large, U.S. financial services companies.

Cheryl O'Donoghue
Learn More >>

How to Exceed Your Contact Center's Annual Financial Goals (Part 1 of 3)

I recently had an opportunity to interview Hilde Betts, SVP in charge of the Harris, N.A. contact center operation...and a longtime client of Ulysses Learning, a leading sales, service and coaching training company based outside of Charlotte, North Carolina. Harris, N.A. is a Chicago-based financial services group with $38.3 billion in assets (its parent company is BMO Financial Group with $282 billion in assets).

Cheryl O'Donoghue
Learn More >>

Contact Professional Interviews Ulysses Learning's Dina Vance

Rhonda Proctor
Editor, Contact Professional Magazine Learn More >>

Contact Center Research Report on e-Learning Best Practices

To date, little, if any original research has been conducted on the use of e-Learning to improve contact center performance...until now.

Ulysses Learning
Learn More >>

Case Studies