Contact Center Turnarounds

Gain the expertise you need to take your Contact Center to the next level.

  • Is your contact center delivering the best customer experience possible?
  • Have your results stagnated?
  • Are you struggling to attract and retain great talent?
  • Do your quality and human resource systems reinforce the most critical behaviors for success?
  • Does your scorecard accurately measure your MITs (most important things)?
  • Do your managers have what it takes to coach and inspire their teams to success

“Karin serves as a vital strategic partner in our customer experience strategic planning and transformation efforts. Her Winning Well approach is helping us to build the focus, accountability, and competence we need to provide a best-in-class customer experience in every interaction.”

–Megan Midura, Vice President Human Resources, Star Gas

Executive Strategy Sessions

Tap into our deep expertise and long track-record of success in contact- center turnarounds to take your strategy to the next level.

Assessments

We will work with your on-site team to dig deep through focus groups, interviews, listen-ups, calibration sessions, and process review. We’ll identify both quick- x and longer term opportunities to leverage what’s working and areas for improvement, as well as ways you can incorporate industry best-practices.

Strategic Planning Sessions

We will then work with your customer service leadership team in a facilitated session to review findings and build a balanced operations strategy to take your customer experience to the next level.

Growth Spurts

You know what needs to improve, but you’re struggling—perhaps it’s empathy, nailing the first 20 seconds of the call, or preventing customer escalations. You pick the metric you need to move, and we’ll work with your management team to build and execute a laser-focused improvement plan. We’ll use a combination of communication, training, coaching, recognition and fun to build the competence and confidence to improve your MIT (most important thing) along with a measurement plan to evaluate progress.

“Karin Hurt’s strong track record of turnarounds, coupled with her deep expertise in leadership and employee engagement, make her uniquely positioned to help you take your performance to the next level.”

–Chris Baron, Senior Vice President Verizon Wireless (retired)


INSPIRE-ING WOW! BECOMING A ROCK STAR TEAM LEADER

In this two day Winning Well management training, your team leaders will learn and practice the fundamental tools and techniques vital for inspiring sustained performance at the front line. The training will be fully customized to meet your specific needs.

Topics Include:

  • How to create and inspire a consistent “wow” customer experience
  • The I.N.S.P.I.R.E. method for behavior-based coaching
  • The A.R.T. of advanced accountability
  • Setting and communicating clear performance expectations
  • Building representative con dence and competence
  • Holding meetings and huddles that get results and people want to attend
  • Stop chasing your tail—how to spend your time on what matters most