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"I believe Ulysses Learning's simulation model that uses facilitation and coaching is mature and one the industry would do well to emulate."
Clark Aldrich, internationally recognized analyst, simulation-based e-Learning designer and award-winning author. Click here to read Clark's chapter on Ulysses in his new book Learn by Doing.
Ulysses congratulates Clark on receiving ASTD's highest book review rating.
"For ABN Amro North America, the ability to deliver high-quality service to our customers is of the utmost priority. With ServiceMentor and CoachingMentor for Service, our staff has a consistent framework for calls and a solid coaching strategy that can be translated into measurable successes: customer compliments, minimal escalated calls, remarkable external (Marketing) survey results and outstanding quality scores. We consider the solutions the Ulysses Learning team has provided as a strong enhancement to our contact center's culture" Bette Swift, Vice President, Quality, Six Sigma Black Belt, ABN Amro North America.
"Ulysses' individualization and follow-up set it apart from other competitors in the contact center e-Learning market. Over the years, the company has established itself as an industry leader in both thought and practice, and continues to make an important contribution to the concept and advancement of e-Learning in the contact center." Paul Stockford, President and Chief Analyst, Saddletree Research, Inc.
For the complete report from which this quote was taken contact 480.922.5949 or visit www.saddletreeresearch.com.
"We watch our key indicators closely and we've seen some substantial improvements after the CallMentor implementation. In one area (before implementation), our repeat call rate was slightly over 27%; we're now at 3.5% and holding. Inquiry accuracy is also important. To date, we're seeing an almost 4% improvement for each quality measure on our rating sheet. That's significant."
Sharon Wood, Director, Operations Performance Wellpoint/Blue Cross Blue Shield-Wisconsin
"With Ulysses Learning's CallMentor solutions SalesMentor and CoachingMentor for Sales we were able to increase customer revenue per household by 18% and our customer loyalty rating by 10 basis points through customer-focused selling. We were also able to increase our overall customer satisfaction rating and agents are selling an additional 1.5 products per call."
Jill Taylor, Corporate Training Executive for Intuit
"The voice of our customer drives our business. After implementing CallMentor, our average customer satisfaction score improved 129%!
Mamta Wasen, Director, GE Capital – International Services
"Regarding the return on investment from ServiceMentor and CoachingMentor, I see returns coming at several levels. Our line supervisors report rapid drops in escalated calls after we implement the programs. Scores on key customer survey questions showed improvement and our turnover costs have been significantly reduced."
Hank Kearney, Senior Director, Member Services with Independence Blue Cross
"Ulysses has gone beyond using the computer as a delivery tool; they've tapped into the intelligence of e-Learning. Ulysses has created a solution that does not need to be significantly altered or customized. So it's a smart solution from an investment standpoint, too."
James Carlini, President of Carlini and Associations, Inc. (www.carlinij.com), an international management consulting firm, and faculty member at Northwestern University in Chicago.
"The overall benefit of Ulysses' solutions is quality. Quality comes from the way our associates handle calls – their ability to be confident, professional and crisp in their approach. And it comes from Ulysses' great coaching process. Together, ServiceMentor and CoachingMentor make our customer contact experiences the best they can be."
Nancee Cates, Manager of Quality, Training, and Coaching for AT&T Business Services |
