Creating a Customer Focused Sales Culture

Although there are many factors that contribute to a successful call center, none are more important than hiring the right people and training them in sales techniques and product/systems support. This episode is jam packed with solid insight and practical methods for getting these two key elements right.

My guest is Penny Reynolds. She’s a founding partner at The Call Center School where she heads up curriculum development. She develops and teaches courses on a wide variety of call center topics including workforce management, performance measurement, and call center technologies.

She’s the author of 3 books. Her latest, Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff, can be purchased from Amazon.com and from her website at www.thecallcenterschool.com.

Right-click here to download – NP Sessions – Episode 4