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“Our Member Satisfaction Surveys came back and we scored in the superior range for member satisfaction two years in a row! Clearly, we have made the call strategy part of our normal business. We owe much of the credit to your solutions and your team.”
“Customers should be at the center of what we do. We could have spent a lot of time figuring out best practices by ourselves. Instead, we partnered with Ulysses Learning to determine what makes a good customer experience – and trained our employees to make that happen.”
“ServiceMentor gave our agents the structure they needed. This meant our customers could expect to receive the same level of service each time they called. After taking all of our agents through the training, the reaction – and outcome – has been extremely positive.”
“With Ulysses, we found a coaching practice that includes an ongoing cycle of call review, calibration, and feedback that enables continuous and ongoing improvement. ”
"I'm all in when it comes to the Call Strategy. It is such a powerful tool when used effectively. What I love about coaching is that it allows me to "draw out" the innate behaviors of the Service Advocates and their leaders and align those relevant behaviors to the Call Strategy."
"Our program with Ulysses Learning wasn’t just about servicing calls, but how team leaders can effectively coach their associates. Anyone can roll out a program but if there isn’t a strategy that reinforces the training, then it’s just another program. Coaching is the key to sustaining our success."
“The difference over the past several months has been phenomenal. The coaching is now clear, and concise. Our advocates have responded very well to it.”
“We received some great feedback about the Ulysses Learning program. One of our customers said, ‘I called and expected to have to explain my situation to five people before I reached someone who could assist me. Instead, my rep NAILED IT! She listened closely and even repeated everything I said, so I knew she was listening and understood the issue. Every time I call MedSolutions, I am taken care of by such professionals.’ ”
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