Hear Ulysses Learning Speak at the Upcoming Blue Cross and Blue Shield Association’s Call Center/MTM Conference
Session is titled “Learn Strategies Used by Premera Blue Cross to Improve their First Call Resolution – and How You Can Too”
March 3, 2011. New York, NY — Ulysses Learning, a global learning and performance improvement company, continues its role as an industry thought leader by speaking and showcasing client results at the Blue Cross and Blue Shield Association’s Call Center/MTM Conference on Wednesday, March 30, 2011.
Dina Vance, Ulysses Learning Senior Vice President, will co-present the session with Terry Koubele, Director of Customer Service Operations at Premera Blue Cross, who will share additional insights into the company’s decision making process and rationale for tapping Ulysses Learning’s expertise to improve its First Call Resolution..
The session will focus on:
To learn more about Ulysses Learning’s solutions for the health insurance industry, click here or e-maiinfo@ulyssesslearning.com or call 1.800.662.4066.
About Ulysses Learning: Ulysses Learning is the leader and pioneer in the use of simulation-based e-Learning to improve service, sales and coaching performance and is the most recognized training provider in the contact center industry. The company is known for building Judgment@Work TM skills – decision making and advanced interaction skills – in contact centers and at all points of customer interaction throughout the organization in industries as varied as insurance, telecom and hospitality.
Ulysses Learning Announces New Organizational Structure
Expanded focus and roles for key leaders is part of Ulysses’ commitment to continually improve client service and drive business results March
15, 2011. New York, NY — Ulysses Learning, a global learning and performance improvement company, is pleased to announce the promotions of two key leaders, Susan Meyer and Larry Willert. Susan Meyer was promoted to Vice President of Client Services. Her team is responsible for laying the foundation to a successful cultural change within the business, aligning processes and creating a tailored learning experience to drive outcomes. Meyer has been with Ulysses Learning for eight years.
"The customer experience has changed drastically in the past few years not only due to the economic downturn but also with the increased information access for individuals,” said Meyer. "These changes have significantly changed the way call centers have to interact with their customers at each point of contact. My team is committed to helping clients change the customer experience to address these challenges drive improved performance and business results.”
Larry Willert was promoted to Vice President of the newly created Performance Leadership Team, which focuses on ensuring clients’ long-term, sustainable results through coaching, master coaching and performance. Willert’s team works closely with contact center clients to certify master coaches, coaches and trainers to ensure long-term sustainable results in both coaches and agents. Willert has been with Ulysses Learning for the past seven years.
“We have found that coaching is the key to our clients’ success and therefore wanted to increase our focus and support for coaching to ensure results.” said Willert.
“This enhanced organizational structure, with its dedicated focus on performance improvement, is another way that Ulysses Learning is helping our clients ensure they create and sustain measurable results,” said Dina Vance, Senior Vice President at Ulysses Learning. “Susan Meyer and Larry Willert are exceptionally well suited for these expanded roles,” she added.
For more information on Ulysses Learning, visit www.ulysseslearning.com, e-mail info@ulyssesslearning.com or call 1.800.662.4066.Willert can be reached at lwillert@ulysseslearning.com. Meyer can be reached at smeyer@ulysseslearning.com.