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Buyer's Guide
Directory
Call Center Training
 TalentKeepers®,
Inc. is the #1 leader in award-winning call center solutions that get
proven results in reducing agent turnover and improving productivity. TalentKeepers' solutions consistently achieve strong results by focusing
on the relationship between employees and their leaders through a proven
system called RetentionWorks™, winner of ACCE’s “Best in Show” award.
RetentionWorks™ is an integrated solution actively engaging leaders and
team members through the use of assessment and diagnostic tools,
development modules, support tools, and processes to help monitor the
drivers of turnover. With our help, you can build a culture of retention
that keeps your best talent, boosts productivity, and cuts labor costs.
Our Retention Leadership™ Series delivers over 40 hours of learning
delivered through 10 blended learning programs that build retention
skills proven to cut turnover and increase performance:
• Trust Builder: Creates ability to build a sense of trust with team
members
• Climate Builder: Makes work and the workplace enjoyable and fulfilling
• Esteem Builder: Gives team members responsibility and freedom to act,
and
helps them build self-esteem
• Flexibility Expert: Recognizes and adapts to individual needs and
views
• Communicator: Shows how to communicate effectively the importance of
retention
to team members and others
• Talent Developer and Coach: Develops and coaches team members to help
them grow, which results in greater
commitment and loyalty to the organization
• High Performance Builder: Creates conditions that reinforce high
levels of
team member performance, particularly critical
for the most talented people
• Retention Expert: Develops knowledge and an understanding of the
supporting values central to initiating effective retention-
focused actions
• Retention Monitor: Shows how to gauge employee retention and take
preemptive action
• Talent Finder: Within the scope of his/her role, shows leaders how to
effectively source and select qualified people
For more information, please visit our Web site at
www.talentkeepers.com
or contact us at
RetentionSolutions@talentkeepers.com
The Phone Coach
 The Phone Coach - The Phone Coach provides customized
phone training to improve telephone customer service in your
organization by improving the phone skills and telephone etiquette of
your team members. Services include customized training programs, call
audits, telephone customer service audits and reports, on-site
training, personalized coaching, and call scripting.
Contact:
Chris Young
Founder and President
The Phone Coach
116 North 5th Street
Bismarck, ND 58501
701-530-0806
866-988-7246
http://www.thephonecoach.com
Caras
Training
 Caras Training
provides highly customized training and reinforcement programs for
sales, service and technical support front line staff and leaders.
Founded in 1990 by sales expert and telephone communications pioneer,
Ronna Caras, Caras Training is known for delivering fresh methodologies
that result in measurable increases in quality scores and sales results.
Services include: Consulting to identify opportunities and recommend
solutions; Training that blends your content with ours to create
genuine competence quickly and permanently; Implementation that
links training to the real world and empowers coaches to reinforce the
right behaviors; Interim Management to augment your
leadership staff during times of change; Sales and Service Scripting
that ensures your front line staff sounds right and says the right
things on every call.
Visit www.carastraining.com
for complimentary articles, webinars and tools. Or contact us to discuss
your challenges and learn about creative and powerful solutions: Gloria
Mogavero at 978.531.2022 x10
gmogavero@carastraining.com
Groupe Impress Plus
 Groupe Impress Plus is a Call Center
performance service company. Our goal for your organisation is to
increase your overall Call Center performance and your bottom line
profitability by increasing the quality, productivity, employee
retention rate and facilitate promoting from within. This will lead to
IMPRESSive customer service, therefore making the customer’s
experience one he looks forward to repeat!!
Our turnkey solutions include:
- Customized Mystery Calling
- Accurate & Consistent Call Evaluation (including recording of call and
detailed reports)
- Customer Satisfaction Assessment
- In House Training Solutions
- Recruitment, Training and Placement services:We offer personalized
customer service courses and we place our candidates after the
training.
The training is an intensive course on customer service covering all
aspects such as: phone techniques, customer contact center etiquette,
evaluation methods, customer retention techniques, coping with stress,
as well as the basic computer skills in the workplace.
Our Team has over 15 years experience in call center management,
operation management and customer service management in different
industries such as Telecommunications, Finance, Travel, Retail
industry, Food industry.
Let us help you IMPRESS your customers.
Partnering with Groupe IMPRESS Plus Inc. is a WIN WIN situation.
Groupe Impress Plus Inc
327 Curé Labelle Suite 303
Laval (Montreal), Quebec H7P 2P2 Canada
Phone :450-628-7605 / 1-866-619-1269
Email : info@impressplus.ca
Contact : Guylaine Blanchette President
www.impressplus.ca
 TELEFORMIX
ECHO is a browser-based digital, VoIP and screen capture recording
solution - with an integrated CRM tool - designed to record, evaluate,
monitor and archive all customer interactions. The available broad
spectrum of Web Services provides a truly Service-Oriented Architecture
(SOA) allowing simple integration between ECHO and any web services
enabled platform. ECHO produces synchronized voice and screen recordings
with "over the shoulder" screen clarity and integrates seamlessly with
Avaya and Cisco switches in a turnkey solution.
Teleformix offers customizable and highly scalable solutions to
seamlessly integrate into any existing business architecture.
ECHO is a feature rich and extremely affordable solution. For additional
information, contact Teleformix at 1-800-513-4000, or visit
www.teleformix.com
Contact:
Greg Manhoff/Director of World Wide Sales
2100 Golf Road - Suite 460
Telephone: (847)472-5338
Fax: (847)640-1328
E-mail: gmanhoff@teleformix.com
Internet: www.teleformix.com
 AlignMark,
Inc.
AlignMark,
Inc. is a leading provider of innovative human resource products and
services created to assist call centers improve their revenues,
profits and other key operating metrics through improved talent
acquisition & deployment; talent development; talent benchmarking &
certification; and talent affirmation & differentiation. Our vision
is to help our call center clients optimize their investment in
human capital by offering leading-edge, cost-effective solutions to
their most challenging business problems (e.g., low unemployment,
aging workforce, job growth, turnover, etc.). Through our expertise
-as leading industrial/organizational psychologists and
technologists, proven products and custom solutions, we are able to
help our clients achieve and sustain both a “mindset” and real
capability to implement and consistently execute talent management
strategies and practices which yield impressive improvement in the
key metrics that determine their success.
AlignMark, Inc. has been a leader in the human capital field for
over 30 years, having pioneered the introduction and application of
employee and management assessment (for selection and development)
in the workplace that dates back to the original assessment center
work at AT&T in the late 1960’s. Since then, AlignMark has assessed
hundreds of thousands of employees using it’s technology-based
assessment solutions. The AccuVision Call Center Simulator is the
most recent edition to AlignMark’s growing family of
technology-based assessment solutions. Why should you use this
powerful assessment tool to select and develop your agents?
1. Greater Accuracy in Hiring…2 to 3 times more predictive of
performance than other typical assessments.
2. Reduces Turnover
3. Streamlines the selection process (i.e., time to fill and
cost-per-hire are reduced)
4. Compliant with EEO/ADA requirements.
The AccuVision Call Center Simulator is often combined with
AlignMark’s proprietary web-based agent sourcing and screening
system (called AccuWeb) as an integrated agent acquisition and
deployment system that yields a significant increase in the number
of qualified, interested and talented agents. The combined system is
user-friendly, administratively simple, powerfully predictive and
ultimately, all the key metrics you use to measure the overall
success of your call center are positively impacted.
For more information:
Visit:
www.alignmark.com
E-Mail:
jmattone@alignmark.com
Call: 800-682-4587 (x3525) or 407-659-3525
Write: John S. Mattone
AlignMark, Inc.
1057 Maitland Center Commons Blvd., Ste 200
Maitland, FL 32751
Telephone
Doctor
Telephone Doctor Customer Service Training. Soft skill experts for Call
Centers. Telephone Doctor helps companies communicate better with their
customers through videos, on site workshops and motivational large group
events. Also....Telephone Doctor now offers E Learning Web Based
training (24/7 access to the popular video series.) – Training at the
agents fingertips.
Call 314 291 1012 or visit on line at
www.telephonedoctor.com
Call Center
Coach, LLC
 Call
Center Coach, LLC TM is dedicated to providing call center managers and
leaders with a comprehensive resource package that contains the latest
information affecting the customer relationship management industry. We
want to help you move your business into the world-class arena. Our
resources include:
TELE-COACHING – CALL ON OUR EXPERTISE - What is Business Coaching? A
Call Center expert works with you privately, using regularly scheduled
telephone appointments, to provide support in focusing your talents and
strengths toward achieving your important business goals. A coach is a
combination of sounding board, confidante, mentor, super-resource,
consultant and cheerleader. Tele-coaching provides a convenient,
effective and affordable format for enhancing the success of your
business.
TELEPHONE TALK SHOW – a direct telephone link to call center experts
sharing information and advice on up-to-the-minute industry topics.
LEADERSHIP MASTERY – a three-phase management development program which
includes: assessment, developmental resources and mastery examination.
CALL CENTER INSIDER - a free, online newsletter devoted to issues
critical to the development and management of first-class call centers.
Contact:
info@callcentercoach.com for additional information
www.callcentercoach.com
Call Center Learning
Solutions
 Call center
training for success! We’ll help your call center achieve excellence at
all levels - for your managers, supervisors and agents. Our focus is
training call center teams to help reach your strategic corporate goals,
manage your KPI’s and provide coaching to improve performance.
We have provided consulting and learning solutions to more than 5,000
companies worldwide through a full range of education and training
solutions to call center professionals. Choose the most effective method
of delivering training for your teams.
* Site Licensing
* On Site Training
* Web Seminars
* E-learning curriculum
* Custom courses
Call Center courses are quickly customized with role-play and casework
to represent your typical customer call at no cost to you.
Our training is highly interactive and includes practice, role-play,
feedback and coaching. Training is adapted to each participant’s needs
by assessing each student’s demonstrated skills and by coaching and
reinforcing the appropriate skills for performance improvement.
Contact: Ellen Greene - 925-513-1010
E-mail:
ellen@callcenterlearning.com
Communico
 Communico
partners with organizations to help them build and sustain exceptional
service cultures. The heart of our commitment is the MAGIC® System. MAGIC,
which stands for Make A Great Impression on the Customer, is an integrated
system of assessment, customer service training and consulting that
ensures consistently exceptional service. Measurable results include
increased service levels, customer satisfaction and teamwork.
Contact:
Diane Berenbaum
Senior Vice President
Communico Ltd.
(203) 226-7117
Diane.berenbaum@communicoltd.com
Phone Pro
 Leaders in
Telephone Skills Training for 20 years, Phone Pro has dynamic web seminars
available 24/7 as well as onsite, customized training programs. Customer
Service, Sales, Up Sell/Cross Sell, Coaching, Receptionists and more. Our clients are worldwide and include
many Fortune 500 companies. We have the most knowledgeable, energetic and
inspiring trainers in the business along with fun, exciting and highly
effective training courses. We put an end to the notion that learning has
to be dull!
Onsite highly interactive
Instructor-Lead Training that is customized for your company and tailored
to your needs Customer Service Coaching for Management/Supervisors
One-on-One Coaching Sessions for Frontline Agents Coaching for In-house
programs Relationship Selling Up/Cross Selling Team Building
Train-the-Trainer/Licensing Online Web Seminars that are convenient and
budget friendly “The Core Four” – A Four Part Customer Service Series that
covers basic etiquette, call control, angry callers, voice tone,
vocabulary choices and much more! All of the techniques necessary for
outstanding customer service. Go to our Web Seminar page to learn more
about all four seminars:
http://www.phonepro.com/training_web.html
Bigby, Havis
& Associates, Inc.
 We
are a consulting company that provides products, services and general
consulting to organizations.
Our focus is on the people in organizations – which ones to hire or
promote and when – how to train and develop them to their fullest
potential – and how to organize them and the systems around them to
maximize their collective potential.
kcapelle@bigby.com
The Call
Center School (TCCS)
 The
Call Center School (TCCS) provides a wide variety of training and
education programs for the call center professionals utilizing a variety
of delivery mechanisms:
- Instructor-Led Courses. TCCS delivers traditional instructor-led
training on a wide variety of call center topics. One-day and two-day
courses are delivered on a public basis, or can be delivered as a standard
or customized on-site seminar. Popular topics include Call Center
Supervision 101 and Workforce Management 1-2-3.
- Web Seminars. TCCS has developed a comprehensive set of seminars
that combine the benefits of a live instructor minus the disadvantage of
travel. The 26-topics of the Masters Series in Call Center Management are
delivered as 90-minute seminars weekly via the Internet. Students may
select a People Management track or an Operations Management track with
certification granted for successful completion.
- e-Learning Programs. TCCS also provides an on-demand, self-paced
curriculum for front-line agents called Call Center ABCs: Fundamentals for
Call Center Staff. This 15-topic curriculum covers all aspects of call
center operations and is a perfect program for new agent orientation or a
refresher for experienced staff.
Recognizing there is no such thing as “one size fits all” education, TCCS
also specializes in consulting and customization of education programs to
fit the needs of any type or size of center.
Contact Information:
The Call Center School
790 Harding Place
Nashville, TN 37204
615-812-8400
info@thecallcenterschool.com
www.thecallcenterschool.com
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