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Do the Holidays Stress Out Your Contact Center?



Date: Wednesday, December 12, 2012
Time: 10:00 AM PT/1:00 PM ET
Duration: 60-minutes

Presented By
WhitePages PRO

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Overview
Do the Holidays Stress out your Contact Center?

For many of us, this time of year brings higher call volume, lower customer tolerance, and unexpected agent attrition and absenteeism. With all these things to stress about, should AHT still be one of them?
That depends! Average-handle-time (AHT) can be a great indicator of inefficiencies within your contact center. And it is the inefficiencies that can often cause unnecessary frustration for both your agents AND your customers. We’ll show you how small changes in agent process and in technology can turn the focus away from the pressures of the season, and back on the needs of the customer.

In this engaging and timely webinar, you will learn 3 simple strategies that call centers can easily implement TODAY that will help agents to:
  • Provide faster service
  • Increase customer satisfaction
  • Reduce their own stress levels
You will also hear directly from WhitePages PRO on how VIZIO, an industry leader in LCD HDTV electronics reduced their call centers’ AHT by 31 seconds, while simultaneously increasing customer satisfaction!
Consider this our gift to you this holiday season…less stress and better agent performance!



Featured Speakers


Jeff Toister
President of Toister Performance Solutions, Inc.

Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It, a book that reveals hidden and counterintuitive obstacles to outstanding service (www.servicefailurebook.com).

He is also President of Toister Performance Solutions, Inc., where he helps clients improve customer service. His specific areas of expertise include employee training, leadership development, and talent management. Jeff has previously worked as a call center manager and a trainer, and continues to consult with call centers today.

Jeff is an active member of the American Society for Training and Development where he is a Past President of the San Diego chapter, a two-time recipient of the President’s Choice Award, and a recipient of the WillaMae M. Heitman Award for distinguished service. He holds a Certified Professional in Learning and Performance (CPLP) credential from the American Society for Training and Development and a Professional in Human Resources (PHR) certification from the Society for Human Resource Management.
Craig Paris, Chief Revenue Officer, WhitePages
Craig is a seasoned sales executive with more than 15 years of experience. He spent five years at DoubleClick and three years at Admarketplace.net. He has extensive knowledge of online media and technology solutions working with traditional direct marketers and brand advertisers. He also worked as a financial consultant at CIBC Oppenheimer. Craig has a BS in communication and advertising from the University of Hartford.