Voice of Customer Reporting: Strategies for your Customers to be Heard through the Organization
Customer Service data and insights can be pivotal to the business when provided in a way that is actionable and easily interpreted. Join SOCAP for this two-part series...
Social Media Monitoring and Community Management
In this two-part series, PepsiCo and The Hershey Company will help customer care professionals learn the fundamentals of social media monitoring and community management.
Email Writing Masterclass
This two-part series will help customer care professionals improve their own email writing skills, so they achieve results when writing to colleagues and...
Quality Management & Monitoring
This FREE module will introduce the Team Leader/Supervisor to the critical process of Quality Monitoring in the contact center and will address many of the pitfalls of...
Stop the Bleeding: How to Turn Your Complaining Customer into a Loyal Customer
In this fun and interactive course, participants will be led through the LAMA journey to uncover the tools, rules and words that work best when striving to build a...
Create a Customer-Centric Organization
The highest levels in the company aren’t always the closest to the customer experience, yet they are charged with inspiring the customer-focused organization. This...
Small Win Coaching - How to Change Behavior in 1 Day While Strengthening the Agent-Supervisor Bond
In this program, participants will learn the difference between developmental and evaluative Coaching, how to identify a “small win opportunity” in calls, email, live...
Forecasting, Staffing and Scheduling
This online course will introduce the Team Leader/Supervisor to the key area of Forecasting, Staffing and Scheduling, which is comprised of 3 critical components:...
How to Manage VOC, Quality and Team/Agent Performance
You will gain a deeper understanding on: Hearing the Voice of the Customer; Quality Management and Monitoring; Managing Teams and Agent Performance.
How to Write to Customers in Your Company's Brand Voice
You will learn how to identify your company's brand voice and teach your customer service agents to write in that voice. You'll also learn how using a consistent brand...
Elements of Effective Customer Engagement
This three-part course series will examine how smart consumer engagement strategies can optimize the customer experience and build loyalty.
Training Now! Best practices for updating your training for faster learning
Training must be remembered in order to be utilized. Stories are an easy tool for creating meaningful and memorable learning experiences. In our first 1-hour webinar,...
Creating and Executing Effective Customer Experience Strategies for Any Business
What’s your next move? Building the case for an effective CX Strategy across the enterprise. Being a customer-centric company isn’t just about having the best...
Tools for Basic Reporting
Whether you are new to Excel reporting or are looking to brush up on your skills, this course will prepare you for more advanced training in creating and maintaining...
Live Chat with Customers: How to Do it Right
This online program will equip you with essential skills to leverage live chat in your customer care and engagement operations. This comprehensive three-part training...