Ulysses Learning VP Discusses Role of Smart Grid and Voice of the Customer
By Juliana Kenny, TMCnet Web Editor.
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Doing More with Less in the Contact Center By Dina J. Vance, Senior Vice President, Ulysses Learning
This is the first in a series of articles exploring key issues focusing on key issues facing contact centers in 2010.
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Performance Leadership Series: Improving Performance at Harris Bank By Dina J. Vance, Senior Vice President, Ulysses Learning
A team approach helped change workflow and improve the customer experience! Read all about it here.
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Seizing the Day in a Down Economy By Dina J. Vance, Senior Vice President, Ulysses Learning
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.
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Working Smarter, Not Harder as a Contact Center Manager: Five Ways to Enhance Your Performance
By Dina J. Vance, Senior Vice President, Ulysses Learning
What distinguishes good contact center managers from great ones? This article provides five ways to ensure success as a contact center leader.
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The Changing Face of Training - Doing More with Less
By Mark W. Brodsky, President & CEO, Ulysses Learning<
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?
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Improving the Effectiveness of Call Monitoring
By Dina Vance, Senior Vice President, Ulysses Learning
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?
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Taking Agent Training Beyond The Classroom
By Joe Fleischer, ICMI
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.
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Off-shoring call centers: A huge cost savings or one of the biggest expenses your company will ever face.
By Mark W. Brodsky and Dina Vance, Ulysses Learning
How to ensure international call center success through best practices in hiring, training and management.
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Making Sense of On-Demand Learning in Contact Centers Today
By Mark W. Brodsky, President & CEO, Ulysses Learning
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.
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How to Exceed Your Contact Center's Annual Financial Goals (Part 3 of 3)
By Cheryl O'Donoghue
This article is the last in a series of three 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). In the first two articles, we explored the “will building” and “skill building” strategies Harris implemented to instill a high-performance culture built on trust..
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How to Exceed Your Contact Center's Annual Financial Goals (Part 2 of 3)
By Cheryl O'Donoghue
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.
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Contact Professional Interviews Ulysses Learning's Dina Vance
Rhonda Proctor, Editor for Contact Professional Magazine explores the "softer side" of workforce management in an interview with contact center thought leader Dina Vance, Senior Vice President for Ulysses Learning.
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How to Exceed Your Contact Center's Annual Financial Goals (Part 1 of 3)
By Cheryl O'Donoghue
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).
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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.
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