What Our Clients
Say About Us

 

“We were very pleased with the performance of
Kramer & Associates. 
Their interpersonal skills
had a positive impact on their ability to interact with all levels of the organization and especially pleased their interaction with our agent SME’s.   Kramer & Associates made a number of excellent recommendations .  We began by focusing on flowcharting our call types and incorporating  best  practice findings into our training  and quality processes.  We have been very pleased by how well this step drove efficiency into new hire training."  

Training Development 

 

Our training development service offering focuses on designing and developing customized training programs for  agents, Quality Management Programs, and call/contact center management staff, and coaching programs.

 

Our training design leverages adult-learning principles including simulated skill practices and role plays that integrate navigation with quality standards, soft-skills, and best practices.  The result is faster learning curves, greater retention, and reduced contact center turnover. 

 

Our services and expertise include:

•   Conducting detailed training needs analyses.
•   Mapping and/or re-designing key contact center business  
processes that incorporate customer sat metrics and best practices.
•   Designing training materials and conducting Train-the-Trainer    Programs to include:
•    Leader & Participant Guides.
•    Simulated skill practices and role plays.
•    Knowledge Proficiencies & Certification Programs.
•    Nesting requirements.  
•   Defining skill requirements and new hire assessments.
•   Designing and developing the business requirements for customized training regions.
•   Designing and developing a customized curriculum for call/contact center supervisors and managers, including:
•    Contact center management basics
•    Reporting, Performance Management & KPI’s.
•    Service Excellence, QM & Customer Satisfaction.
•    Coaching, Mentoring & Employee Development.
•   Defining CoE’s (Centers of Excellence) responsibilities, roles,    job descriptions for training staff.

We invite you to contact us.  Call 1-800-281-1400 or email us at eservice@kramerandassociates.com.  

                           

             Copyright © Q1 2012 by Kramer & Associates