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James C. Abbott
will be your instructor. James is
the author of the best selling book The Executive Guide to Call
Center Metrics. James is unique in that he is not only the
leading metrics expert but has the ability to convert the most complex
topic so that everyone can understand and use it. As one recent student
said, "Excellent material, information, & instructor! I am taking
away so much more than what I thought I would & want to immediately put
it into action."
What attendees have said about James in this class:
J... from Baker Hill
Corporation
I could only hope before attending that
this class would NOT be another call center training that did not fit
our support center. This class proved to me that there are people (James
Abbott our instructor) who understand our problems & there to help. The
process info gave me a lot to think about. I believe that we will be
able to take back much of what we heard the last 2 days and do a better
job managing our support area. I really appreciate being able to talk
about our support area and how some of our specific issues could be
addressed. I am excited to see if putting existing process on paper can
help us see where we have holes. I am also excited to how our next
generation product releases, which will be blended, can be laid out into
a workable process.
I want to thank
you for taking the time to help guide Loy and I to better serve our
team.
G... from Investors Union, LLC
I was able to see more clearly where my
problem areas were. We just got out of a meeting and at least 2 of my
ideas have been implemented already! I was able to feel better about
myself knowing I was not that far off track, which made me more
confident!
I think your class was not boring, but
interesting and funny. Everyone here knows what a burnt biscuit report
is already. I think as a whole, I did take a lot away from your class!
Thank you!
A... form Martin Marietta
Materials
Excellent information. I am excited to use
it in my area. No recommendations for improvement- it was excellent!
D... from GHN Online
Very informative and useful information.
Presented the information and related it to real life situations which
made the class more interesting. Note cards were very helpful. I should
be able to present this information to my management without any
problems.
P... from US
Department of Justice
Good class, lots of helpful information.
Cards were very helpful in re-emphasizing
high points.
A... from US
Department of Justice
This class was very informative.
R... from
PharMerica
Thoroughly enjoyed it – continually asked
if it made sense so to prevent confusion. I liked the science overview &
grocery example that flowed through the entire class to keep things in
perspective. Examples were great because easier to comprehend.
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