APRENDA is pleased to provide articles of interest to call center
professionals. Click on the links below to begin learning....
Supervisors: You Are The Key To Call Center Success!
Coaching & Monitoring Increase Profits
Increasing Learning Effectiveness
The Manager's Guide to Listening
The Manager's Role in Employee Training
Successful Coaching Strategies: "On-The-Fly" Coaching
Decreasing Agent Turnover in a Contact Center
Training with Impact
Why Not Try a Fallback Offer?
Managing a True Sales Center
Using Incentives in the Contact Center
Recognizing Service-Oriented Candidates
Elements of Effective Feedback
Four Keys to Developing Effective Goals
Navigating Organizational Politics
Influencing Your Boss
Tips for Successful Training
Using Incentives to Motivate
professionals. Click on the links below to begin learning....
Supervisors: You Are The Key To Call Center Success!
Coaching & Monitoring Increase Profits
Increasing Learning Effectiveness
The Manager's Guide to Listening
The Manager's Role in Employee Training
Successful Coaching Strategies: "On-The-Fly" Coaching
Decreasing Agent Turnover in a Contact Center
Training with Impact
Why Not Try a Fallback Offer?
Managing a True Sales Center
Using Incentives in the Contact Center
Recognizing Service-Oriented Candidates
Elements of Effective Feedback
Four Keys to Developing Effective Goals
Navigating Organizational Politics
Influencing Your Boss
Tips for Successful Training
Using Incentives to Motivate
Articles of Interest
Training at Work that Works!
| From Nathan Baker Senior Manager Quality Sprint PCS "Our results exceeded our expectations due to your passion for excellence, a deep knowledge of call center environments, a commitment to understand and 'own' our challenges, and a high degree of professionalism as a training solutions provider." Click Here to Read More Testimonials |
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| Studies have shown that training alone increased productivity by 22.4%, while training plus coaching increased productivity by 88%. Source: International Personnel Management Association A Xerox Inc. study showed a paltry 13 percent of skills were retained by trainees six months after training if managers failed to provide coaching and support as the skills were being applied. The Clemmer Group "35% of call center employees who don't receive regular coaching look for another job within 12 months. But just 16% of those with good coaches expect to jump ship" Business Week |
| How Important is Coaching Training? |
| Delivered in many organizations including: ADT Security Systems Austrian Airlines AT&T Communications American Express AvMed Health Care Bank Atlantic Bell Atlantic British Airways Cathay Pacific Airways Cable & Wireless MediaOne Dean Witter Reynolds Gruntal & Company HBO Lucent Technologies Lufthansa Airlines Medimmune Inc. Fleet Bank QANTAS Sprint Canada Sprint SmithKline Beecham Swissair USAirways Verio WorldCom Allianz Life IBM Cargill Chicago Board of Trade Macromedia Federal ADP Citi Financial Microsoft FMC Chemicals Frost Bank Swagelok, Inc. Toyota Financial Services Yahoo! Welch Allyn Bausch & Lomb AT&T Blue Cross Blue Shield EBay Horizon Home Depot Pac-West Telecomm Land O’ Lakes Qualcomm McKesson Corporation Owens Corning Sprint CareCentric More APRENDA Program Users |
| What Past Participants Have Click Said About the POSITIVE POWER Program |
| Participants Have Negotiation Strategy and Tactics Program |