Speaking
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Four reasons why I love to present at conferences:
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I’ve had the pleasure of serving as a keynote speaker, conference chairperson, panel moderator, seminar and workshop presenter at conferences offered by the International Quality and Productivity Center, American Public Power Association, Direct Marketing Association, American Tele-Professional Association, Electric Utility Consultants, Texas Power Association, the Center for Business Intelligence, and many more
Topics
All presentations are tailored to fit the occasion and the audience.
The Best Service Is No Service: Five Proven Call Prevention Strategies
In a perfect world your customers
would never have a reason to call your customer service contact center. There
would be no billing errors, faulty products or missed service appointments.
Customers would be blissfully happy.
But we live in the real world where perfection is impossible. This lively
presentation will provide contact center managers and supervisors with
strategies guaranteed to delight customers and reduce call volumes.
Understand why more contact centers are focusing on improving first
call resolution. Learn to identify and eliminate the most common and
preventable call drivers. Discover how training front-line reps to match
product and service solutions to common customer issues can dramatically
reduce future customer calls.
You will leave this session with strategies you can use to enable your
team to focus on enhancing call quality instead of chasing unnecessary
calls.
I Learned Everything I Need to Know About Contact Center Management From My Clients: 20 Years of Lessons Learned
Over the last 20 years Barbara
Burke has gained a reputation as an expert in the "people side"
of contact center management. Having advised a variety of contact centers
and trained thousands of service reps and supervisors, she has learned
first hand what works and more important, what doesn't work when it
comes to managing a successful contact center. Barbara will inspire
and delight you as she takes you through her list Lessons Learned. Her
lessons include:
> Supervisors stay in constant fire-fighting mode for a reason.
> Team meetings can actually destroy morale if not conducted correctly.
> A VP in a hula skirt is more motivating than a box of Krispy Kremes.
> Training is a waste of time if not followed by coaching and accountability.
> Customer service reps are smarter than their managers think they
are.
Join Barbara for this informative and entertaining session so you can
get to where you want to go faster -- and with less heartburn.
When Good Service Reps Go Bad: How to Help CSRs Feel More Engaged so They Don't Burn Out or Leave
Recent research in workforce
management revealed a disturbing fact: "Only 14% of employees are
fully engaged in their job -- willing and able to give sustained effort
to help their organizations succeed." Contact managers and supervisors
know this all too well. Keeping front-line staff fully engaged and productive
is thier biggest challenge.
This presentation is a must for managers and supervisors who are faced
with duanting problems such as: high performing reps who decide to stop
doing their best; new hires who lose their enthusiasm after a few months;
top reps who no longer feel challenged and decide to leave.
This provocative presentation will give managers and supervisors strategies
they can use to avoid costly turnover and increase rep productivity.
Learn what it takes to create a high-involvement work culture.
