"Stop the Madness" - Brodsky, Kennedy Help Contact Centers Tackle Tough Issues (email this article)

In a special report featured in the November/December edition of Contact Professional magazine, Ulysses Learning’s Mark Brodsky collaborates with SQM Group’s Sarah Kennedy in the article “Stop the Madness”.  The end result is a provocative examination of how contact centers can improve performance through results-driven coaching practices and customer-based quality assurance.
 
December 16, 2003.  CHARLOTTE, NC.  Mark Brodsky, President and CEO of Ulysses Learning (Company Profile, Past Stories, Case Studies) , a global leader in contact center sales, service and coaching training, has once again used his laser vision to scrutinize and expose core concerns around an important issue facing contact centers worldwide – finding the right measures to raise performance.

In his most recent special report for Contact Professional magazine, Brodsky teams up with Sarah Kennedy, Partner with SQM Group – an organization that specializes in benchmarking customer and employee satisfaction for contact centers – to shine the spotlight on three key measures on which contact centers need to focus.  According to Brodsky and Kennedy these are the measures that will have the greatest impact on driving contact center performance improvement now…and in the future.

The three key measurement areas examined in the article are quality assurance, first-contact resolution and revenue generation.  Specifically, Brodsky and Kennedy looked at each area to dispel what currently exists and then provided recommendations to recalibrate the measures and processes for optimal success.   

For a free pdf reprint of the complete article, contact Ulysses Learning’s Debbie Osborne at dosborne@ulysseslearning.com or at 800.662.4066.

Ulysses Learning (www.ulysseslearning.com) partners with leading global organizations who want to achieve measurable and sustainable results in sales, service and coaching using the most effective methods available – Ulysses’ simulation-based e-Learning, intelligently blended with facilitation, coaching and performance consulting. Ulysses is widely respected for building Judgment@WorkTM skills – decision making and advanced interaction skills – in contact centers and at all points of customer interaction throughout financial services, insurance and telecommunications enterprises.