Now that your current process is represented in visual flows, learn how to identify patterns of waste and create some big wins for your organization.
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Learn how to set your team up for success as employees make the jump from agent to supervisor. Hear from Jim Rembach, President of Call Center Coach as he shares his secrets for developing a dream team of front line leaders.
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Employee engagement creates a sustainable culture that is built for innovation and change. It all starts with a plan, from culture to a better customer experience.
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Industry expert Bill Leasure shares training best practices for utility call centers and outlines a real life case study of how one utility overcame the many challenges of training hundreds of agents across multiple locations on highly complex processes.
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Learn how Wyndham leverages ProcedureFlow to support their employees performing complex SOPs and meet the ever-changing business needs of their expanding list of properties.
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How do you keep improving if you are always starting from scratch? Answer - You make it easy to document what you do. Learn how Keyano transformed their processes into visual step by step guides that reduced errors and shortened employee training time by several weeks.
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Join Adam Patterson, AVP, Customer Service, as he shares insights from their journey to accelerate and simplify knowledge retrieval for frontline staff.
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Gain insight into the current state of training for contact centers in North America and future trends that may become permanent changes to employee training.
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311 center leaders dive into how they help their customer service representatives go above and beyond for city residents, without adding to training or call time.
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