May 07, 2008

You’re Invited: Envision Roundtable - June 25
Posted by: Connie Smith

Attention all contact center professional’s in the Dallas area! Envision is offering a  free networking event that you won't want to miss!

Envision is sponsoring a networking roundtable in Dallas, TX at the Hilton Anatole on June 25th. I'll be presenting "Contact Center Leadership: What Makes Great Leaders so Great?," where we'll focus on identifying and exploring the strategies that make contact center leaders great.
We'll cover topics like:
  • How to build relationships with your most valuable assets – your workforce – and the rewards that will follow.
  • Identifying the 13 typical agent types and adjusting your leadership style to optimize effectiveness.
  • Getting to the root of performance issues – is it because they can’t, they won’t, or they don’t know how?
  • Using three critical agent needs as your base for growing great employees.
  • What the 12 essential competencies are to becoming a remarkable leader.

 


 
You’re Invited: Envision Roundtable - June 25 - 12:00 AM | Events | Add Comment (0) |
May 05, 2008

Up-selling Challenge
Posted by: Connie Smith

Today's Call Center Quick Tip comes from Jamie Torgerson, a general manager in the contact center at Costco Wholesale:

This is for our business sales group (supports our business delivery locations). Members call us to place their order each week. As a representative is taking their order, they are to listen for key items that should prompt an up-sell (adding a new item to their order). Any representative that is heard successfully up-selling an item on an order in their quality monitors will receive a coffee from the establishment of their choice.

Post tags: Jamie Torgerson, Costco, cross selling, up sell, call center, employee satisfaction

 
Up-selling Challenge - 8:00 AM | Call Center Best Practices | Add Comment (0) |
Apr 29, 2008

IARE Annual Conference
Posted by: Connie Smith

I have just returned from the 2008 International Association of Reservation Executives (IARE) Conference.  This was the 23rd Annual Conference & Exhibition for IARE and it was held in San Diego, CA. If you are in the travel and hospitality industry and don’t know who IARE is, you may want to take note as I highly recommend this non-profit association! Their mission states that they are “an international support group of travel industry executives which, through networking and education, enhances the awareness of operating techniques, products and services, enabling members to continually improve their expertise in the professional management of reservation centers”.  Being an active member over the past two years, I can tell you that they are doing a great job at fulfilling their mission!  If you would like to know more about this association or how to become a member go to www.iare.com. 

 
IARE Annual Conference - 12:00 AM | Events | Add Comment (0) |
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