Overview/Description Building profitable relationships with customers requires effort and dedication. This impact explores techniques for creating positive customer experiences. Target Audience All customer-facing individuals Expected Duration (hours) 0.1 Lesson Objectives Building Profitable Customer Relationships Objective Text

Overview/Description Sales coaching is about enabling sales people to succeed and that means providing them with the guidance, feedback, and support they need to do their jobs well. It’s not always easy to coach though, particularly when someone seems resistant to it. This Business Impact dramatizes a situation where a sales manager encounters resistance from a defensive salesperson during a coaching session. Target Audience Sales managers interested in improving their coaching skills Expected Duration (hours) 0.1 Lesson Objectives Overcoming Resistance to Coaching...

Overview/Description This Business Impact explores the benefits of employing a knowledgebase to provide call-center employees with a searchable repository of information and practical experience. Target Audience Call Center Representatives, Supervisors and Managers Expected Duration (hours) 0.1 Lesson Objectives Managing Your Call Center More Efficiently Objective Text  

Overview/Description Planning for disaster is important for all companies. This Business Impact explores the communications aspect of disaster recovery strategies for holding on to top performers. Target Audience Call Center Supervisors and Managers Expected Duration (hours) 0.1 Lesson Objectives Disaster Recovery - Keeping the Lines Open