Ulysses Learning Wins ICCM’s “Best of Show” for Contact Center Service, Sales, and Coaching Training  (email this article)

August 18, 2004. CHARLOTTE, NC— Ulysses Learning (Company Profile, Past Stories, Case Studies), the leader and pioneer in simulation-based service, sales, and coaching training for contact centers has won back-to-back “Best of Show” honors at the ICCM International Conference and Exposition held last week in Chicago.

“We’re very excited about receiving this recognition and truly appreciate our industry’s confidence and support,” says Mark W. Brodsky, Ulysses Learning President and CEO. In addition to receiving ICCM’s Best of Show honors this year and last, Ulysses has also won other awards, including Customer Interaction Solutions’ Product of the Year, a distinction it has received each year since 1999.

Best of Show recipients are selected by a panel of independent judges and are considered “best of the best” among products and services exhibited at the ICCM Exposition. The Best of Show Awards were selected from among over 100 companies participating in the ICCM Expo, which combined with the conference, makes ICCM the largest global gathering of contact center and customer management professionals.

“What impressed me about Ulysses’ CallMentor solution was three-fold,” says James Carlini, one of this year’s judges for the Best of Show Awards. Carlini is President of Carlini and Associates, Inc. (www.carlinij.com) , an international management consulting firm which helps organizations make sound and flexible strategic technology decisions. He is also an adjunct faculty member at Northwestern University.

“First, you can tell that they put significant thought into the development and presentation of their solution. The behavioral model they use and the branching of responses agents can get as they work through the simulated customer scenarios is very good. Second, by focusing on those behaviors that are most critical to customer service, sales and coaching success, Ulysses has created a solution that does not need to be significantly altered or customized. So it’s a smart solution from an investment standpoint, too.”

Carlini also gave Ulysses’ CallMentor high points for providing learners real-time coaching feedback. “Let’s face it, many companies can’t afford to coach their staff as often as is needed,” he says. “CallMentor is a learning tool that provides coaching and feedback as well. Ulysses has gone beyond using the computer as a delivery tool; they’ve tapped into the intelligence of e-Learning.”

The 2004 Version of CallMentor features an expanded learning and performance improvement system, including Master Coach and Facilitator Certification, as well as an enhanced Performance Diagnostic which has four unique assessments to fully align CallMentor to organizational goals, priorities, practices, and culture.

“The CallMentor System is a blend of performance improvement methods that respond to contact center executives’ most challenging business needs,” states Brodsky. “Our simulation-based e-Learning helps people learn complex service, sales and coaching skills in a safe, simulated environment; the facilitated exercises and coaching help to further develop and reinforce skills; and our performance improvement consulting services, which feature Master Coach and Facilitator Certification, help organizations continue to receive tangible results long after the initial training has occurred.”

For more information on Ulysses Learning or to see a live web demo of CallMentor, contact the company at 800.662.4066 or at info@ulysseslearning.com.

Ulysses Learning (www.ulysseslearning.com) is recognized as the leader and pioneer in the use of simulation-based e-Learning to improve service, sales and coaching performance. The company is known for building Judgment@WorkTM skills – decision making and advanced interaction skills – in contact centers and at all points of customer interaction throughout the organization for financial services, insurance and telecommunications leaders.