by Glenn Pasch | Jan 5, 2010 | automotive call monitoring, call center training, Car Dealer, Customer Service, Management Training
Who is monitoring your calls? Most of us have heard this when we are waiting to speak with a company… “ This call may be recorded for training purposes” While I see the benefit of recording calls, I often wonder, does anyone from this company really listen to these...
by Glenn Pasch | Dec 26, 2009 | Call Center, Customer Service, Improved Performance, Leadership Development, Leadership Training, Management Development, Management Training, Results, Sales, Training, Uncategorized
I have worked in many different sales centers over the last 16 years. In each case, it was very easy to see, within minutes, if the center was successful even before hearing a single call from a sales representative. Here are some vital questions you can ask yourself...
by Glenn Pasch | Oct 22, 2009 | Improved Performance, Leadership Development, Leadership Training, Management Development, Management Training, Retention, Training, Uncategorized
I just returned from the American Teleservices Association’s (ATA) convention in New Orleans where I had many discussions about issues facing the Call Center and Contact Center Industry. I will be writing about a few of these issues over my next few blogs. Topic:...
