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Customer Service > Call Centers > Call Center Human Resources > Call Center Training and Development > Coaching and Mentoring
Coaching and Mentoring Research

Measuring the Call Center Customer Experience 
Non-members: Click here to sign-up for a complimentary tour of "Measuring the Call Center Customer Experience" STUDY OVERVIEW Customer feedback drives customer service representative (CSR) training, product and service improvement, and service-oriented culture development... (ID 4941)
Companies Profiled: Xerox, Misys International Banking Systems, Kronos, Irwin Industrial Tools, more ...
Price: $1476.00
Managing Service-To-Sales Conversions in Call Centers: Training 
Non-members: Click here to sign-up for a complimentary tour of "Managing Service-To-Sales Conversions in Call Centers: Training" Study Overview: As inbound and outbound call center executives and managers transform their call centers into service and sales channels, they must design and implement cross-channel training curricula and programs that integrate the skills and behaviors required by both channels... (ID 4855)
Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $1489.89
Managing for High Performance in Service-to-Sales Initiatives 
Non-Members: To download the free summary available for "Managing for High Performance in Service to Sales," visit http://www3... (ID 4490)
Companies Profiled: Aliant Telecom, Carlson Leisure, Travelocity, Bank One, more ...
Price: $975.56
Process Development for Cross-Selling Excellence 
This 35-page document illustrates four models for implementing sales in service-focused call centers... (ID 4489)
Companies Profiled: Aliant Telecom, Carlson Leisure, Travelocity, Bank One, more ...
Price: $975.95
Training & Developing Employees for Service-to-Sales Roles 
This 29-page document illustrates how top companies reengineer their orientation and training systems to provide sales training to incumbent and new hire call center agents and supervisors... (ID 4488)
Companies Profiled: Aliant Telecom, Carlson Leisure, Travelocity, Bank One, more ...
Price: $923.95
Identifying, Recruiting & Cultivating Service-to-Sales Talent 
This 25-page document focuses on winning practices for selecting, winning and cultivating call center employees for sales ability... (ID 4487)
Companies Profiled: Carlson Leisure, Bank One, Travelocity, Bank of America, more ...
Price: $891.95
Provide Multi-Channel Leadership to Front-Line Reps 
Practices in this document include: Establishing a mentoring program to facilitate communication among newly hired employees... (ID 3046)
Companies Profiled: Fellowes, At-A-Glance, Xerox, Boeing, more ...
Price: $9.95
Format Your Training Program to Provide Maximum Time With Each New CSR 
Practices in this document include: Monitoring and managing the ratio of CSRs to team leaders to encourage coaching and feedback... (ID 3014)
Companies Profiled: State Farm
Price: $9.95
Allocate Time for Regular Training Updates and Reinforcement 
Practices in this document include: Requiring a time commitment before reps can accept promotions or transfers... (ID 3008)
Companies Profiled: Toyota
Price: $9.95
Develop a Training Program to Support Employee Productivity and Service Excellence 
Practices in this document include: Providing on-going coaching and feedback to fine-tune call center rep performance... (ID 2992)
Companies Profiled: Lucent Technologies, Toyota
Price: $9.95
Employ Continuous Training to Enable Call Center Reps to Provide Service Excellence 
Practices in this document include: Designing a career pathing process to guide rep development... (ID 2984)
Companies Profiled: Fidelity Investments
Price: $9.95
Provide Continuous Training & Development to Increase Retention and Skill Sets 
Practices in this document include: Developing and communicating a clear career progression that links employee tenure, training and earnings potential... (ID 2977)
Companies Profiled: T. Rowe Price, L.L. Bean
Price: $9.95
Manage Call Centers to Maintain High Employee Morale in a Stringent Work Culture 
Fed Ex, like many other service-oriented companies, must manage its call centers within very strict guidelines... (ID 2971)
Companies Profiled: FedEx
Price: $9.95

 


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