Power of One: The Difference One Agent Makes (e-Learning):

This self-paced, 3-module e-Learning program provides two important lessons. The Power of One class helps frontline agents understand the important role they play in building customer relationships, as well as impacting the overall operation of the call center.

Each individual on the frontline can make a tremendous difference in a customer’s experience with your organization, ultimately resulting in customer satisfaction and retention, increased market share, and positive impact on the bottom line.

In this session you will learn to identify opportunities to make a difference and quantify the impact any given transaction might have. Students will hear how one person can make the difference in a customer relationship, as well as make an impact in the overall operation of the center and impact the other members of the team.
In this session, you will learn to:

- Identify the impact each individual can have on customer satisfaction.
- Calculate the long-term value of a customer interaction.
- Identify opportunities where added effort can make the biggest difference.
- Quantify the speed of answer implications of missing staff.
- Quantify the workload and occupancy implications of plus/minus one person.

Price: $50.00 (Single-user, 30-day license)

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122