PLEASE VISIT MY BLOG FOR CUSTOMER EXPERIENCE, CONTACT CENTER AND LEADERSHIP ARTICLES: http://mkcallconsult.wordpress.com/
27 years of Contact Center & Frontline Retail Team Consulting experience in improving process, procedures, strategy, technology and skills.
- Start-up of new Inside Sales and Service Centers
- Operational improvement reviews of existing centers
- Design and present customized training programs for contact center and retail branch agents, CSRs, TSRs, Supervisors, Quality personnel
- Leadership training in Skills Monitoring & Coaching, Metrics and KPI goals, Recruiting & Retention of Service employees
Clients in financial, hospitality, utility, publishing, medic...
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