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Article : Who Needs Training?!

The CEO comes in one morning with the idea to slash training to increase profits. He thinks its brilliant, but your opinion differs. What do you tell him to reconsider? Here are some responses from industry professionals. For more great strategies and ideas, attend the Top Ranking Performers Conference in Las Vegas.

David Munn
President and CEO
Information Technology Services Marketing Association
United States

"Companies should re-evaluate and refocus their contact center activities but training could be even more important to re-train resources with new or re-positioned offers to address the times."
About Information Technology Services Marketing Association

ITSMA helps companies market and sell services and solutions.
Dolly Konzelmann

"Changes in the economic climate is going the create the need to provide training to deal with customers who are going to be even more challenging to deal with. This is the critical time to ensure customer loyalty by providing the positive customer experience. Studies have shown that staff are the differentiating factor in providing exceptional service, it is imperative that staff training is an ongoing process to leverage their talents."
About CSPN

The Customer Service Professionals Network (CSPN) is focused on helping companies provide the best possible customer experience. The Leadership Team at CSPN has 20+ years of experience helping compani... (read more)
Mary Anne Straw
Vice President, Western Region

"I would suggest review of the entire training process to ensure effectiveness, then I would encourage review of the farther reaching financial impacts associated with ineffective front line staff and excessive employee turn over in the cost/benefit analysis."
About Stericycle

Parseq provides multi-channel services to help organisations acquire new customers, retain market share and improve operational efficiency.
Art Hall
Senior Director
Alvarez & Marsal
United States

"That would be a HUGE mistake - enabling & empowering your customer service people to better serve your customers is a major driver for growth. Cut training; you cut customers."
About Alvarez & Marsal

When Tony Alvarez and Bryan Marsal joined forces in 1983, it was with the intent of seamlessly linking operations, performance improvement and value creation to best help companies turn areas of stagn... (read more)
Dave Dobrosky
Senior Vice President, Customer Contact Centres

"Two key points. Centralized workforces are repositories of knowledge within the organization. Investment by way of training makes sense in these environments for this reason.

Cutting corners will negatively impact Brand, retention, Customer satisfaction, and employee turnover. The costs associated with failure in these key areas far out weigh any benefits you could identify by cutting training expenses."
About Scotiabank

At Scotiabank Atlantic Contact Centre, our success truly depends on our greatest resource – our people. We are motivated by integrity, respect, commitment, insight and a contagious can-do-spirit and w... (read more)
Chiaki Hishinuma
Professor Emeritus
Tokyo University of Technology

"Slashing training does not improve profits. At the initial stage contact centers focused much effort, on cost reduction, but today it is an accepted fact that to be a profit center a contact center must be a profit center that offers the customer satisfaction and value."
About Tokyo University of Technology

Tokyo University of Technology is a private university in Hachiōji, Tokyo, Japan. The predecessor of the school was founded in May 1947. After becoming a vocational school in 1953, it was chartered as... (read more)
Tim Searcy
Pace Professional Association
United States

"This approach makes no sense. Training is the best investment a firm can make for not only their employees, but for their customers. I would increase training to allow your front line reps to take more calls and thereby reduce the expenditures needed on your more expensive second tier agents."
About Pace Professional Association

PACE is the only non-profit trade organization dedicated exclusively to the advancement of companies that use a multi-channel approach to engaging their customers, both business to business and busine... (read more)
Remon Elsten
Managing Partner
Crystal Partners AG

"A very bad idea.... from my point of view training is equivalent with quality, and quality is necessary for a contact center"
About Crystal Partners AG

Crystal Partners is a consulting company focussing specifically on independent consultancy and professional services in the area of customer relationship management and customer contact management. ... (read more)

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Complaints

Read today's tip or listen to it on podcast.

Published: Friday, August 21, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672

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