Call & Contact Center Whitepapers

Thank you for your interest in LSA's Call & Contact Center Best Practices Research Whitepapers.

Creating a High Performance Call Center Environment
A 5% increase in customer loyalty can boost profits by as much as 25% to 85%. It is up to the Contact Center Leadership Team to stimulate improved performance and execution so these gains become a reality. The leaders need to create the circumstances that elicit better performance from their people.

Customer Service Grammar Goofs: Don’t Let Them Happen
Using incorrect grammar, either in writing emails or on the phone with a customer, can leave a less than favorable impression. Here is a quick synopsis of some of the most common grammar problems and mistakes that you can review with your staff to ensure more professional communications.

Customers Care When They Share
When customers feel organizations are devoted to them enough to include them, they reward that organization with their long-term loyalty. Read about how and when it’s appropriate and productive to include your customers.

Do Not Ignore Your Unhappy Customers
Whether you learn about dissatisfied customers from their complaints in person, on the phone, or online, do not neglect them nor consider yourself lucky.  It is tempting to avoid dealing with unhappy clients, but that is the worst thing you can do. Not only will their dissatisfaction increase with your neglect of the situation, but it will spread and likely infect others.

Exposing the 6 Big Myths of Call Center Sales
How to turn your call center into a profit center. If you’re responsible for a call center, you know how hard it is to deliver excellent customer service consistently, while at the same time continually reducing costs. You’re now being asked to generate new revenue in addition to providing great customer service. Understanding these myths will help with the transition.

Foolproof Emails: Watching Out for the Look-Alikes and Sound-Alikes
If you are responsible for monitoring the quality of your center’s written communications, you have to constantly be on the lookout for grammar, punctuation, and spelling problems.

KPI’s: A Balanced Contact Center Scorecard
When you evaluate the success of your contact center, are you measuring the things that matter? Don’t lose sight of the fact that the contact center needs a balanced scorecard.

Leadership Development: The Critical Missing Pieces for Call Center Success
You have a training program in place that teaches your new hires the product knowledge, the good communication and the soft skills needed to handle customers with tact and understanding. Is this enough for them to be satisfied call center employees? This white paper says NO and describes the missing pieces of their preparation for the job.

Renewing Passion for the Customer: 4 Smart Steps to Take
What can happen when employees view their role and responsibility in grander terms than just a job? Or when they understand how they can contribute to their organization’s future? Or when they strive for excellence? Read how true leaders can inspire their employees to have a real passion for serving their customers.

Skill-Based Routing: The Pro’s and Con’s
This white paper describes the pros and cons of skill-based routing (SBR). While there were many problems with SBR initially, lessons have been learned that can make this, rather than traditional routing, the right choice for your call center.

Successfully Incorporating Home Agents into Your Call Center Staffing Mix
How to engage, utilize social networking, allow autonomy, solicit feedback, and leverage at-home agents.

The impact of outsourcing, multi-generations, and training
Featured Key Note at the ICMI Contact Center Management Conference & Exposition 2009.

The Leadership Side of Magnetic Service
For magnetic service to happen consistently across the organization, leadership has to step in. Here are seven secrets for how a leader can influence, promote and support magnetic service.

The Loyalty Connection: What it Means to You
What can you do to ensure that each customer has the kind of positive experience that secures not only current loyalty but also future value to your organization?

Why Call Center Reps Hate to Sell – and What to Do About It
When Call Center Reps hate to sell, we put our customer service AND sales programs at risk. Instead of driving revenue up, we may be driving customers away. Yet this is a problem worth solving. While the cost of telephone calls has dropped during recent years, the challenges of selling over the telephone have increased. Read this article to find out what to do about it.

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LSA’s approach and ability to bring the best resources to eBay has been a great asset. They really focus on helping us succeed in any way they can and are very flexible in meeting our management and talent needs.

Mike Normant
Learning & Development

ebay

The LSA Global team was very receptive and flexible to our needs every step of the way. Their staff and facilitator demonstrated attention to detail, responsiveness, and professional courtesy. The participants were thrilled with the outcome and rated the communication skills workshop and the facilitator as ‘Excellent’. I’d highly recommend working with the LSA Global team to meet your professional development needs.

John Mastrorilli
FRDP Leader

Intuit

We contacted LSA to help us with customized management development. LSA worked with me to identify a solution that would meet our exact needs. We decided to start at the top and ran the program for our executive team. It was such a great success that we hope to roll it out companywide. We look forward to a long-term partnership with LSA Global and their team of experts.

Barry L. Byrd, SPHR
Human Resources Manager

I am very impressed with the quality of work and talent. LSA did a great job of listening to my needs and providing the exact management training program expertise I needed to get the job done.

Don Pryor
Director, Business Planning & Analysis

In the Next Generation Management Development courses, I was trained with skills and tools that have made me and my team more productive, motivated, and successful at communicating with other departments.

 

Kevin Ashman
Firmware Engineering Supervisor

We have been able to utilize LSA’s extensive network of top-notch resources to leverage our investment in employee development. The result has been the cost effective and highly efficient delivery of quality educational and management training programs.

Steve Feller
Vice President, Human Resources

I’ve partnered with LSA Global at two companies now, and I consider them a valuable and trusted training and consulting resource. They recommended just the right solution to address our management development needs and have wonderful facilitators that match YuMe’s culture and style of our management team. I would highly recommend LSA Global to any company wanting to deliver quality learning solutions with a valuable learning and development partner.

Maya Paul
HR Director

LSA helped to meet the needs of my teams within a very narrow timeframe. My team walked away with highly useful management tools and practices. LSA saved us time in delivering the right solution for our specific needs.

Sandeep Kumar
Director, Software Engineering, EPG

PalmSource has found our relationship with LSA extremely beneficial. We worked closely with LSA to customize the right Management Training Program solution to meet our unique business needs. LSA is a quality organization, one that I’d recommend to any company looking for a first class training and consulting partner.

Ken Boehm
Vice President of Human Resources

On behalf of Roche and my staff I would like to sincerely thank you for your help with this. The English as a Second Language (ESL) assessment and coaching that you provided for our team was a great success.

Cam Greig
Associate Director

Roche

I’ve been associated with LSA for the last 8 years and have found them to be an extremely professional, well managed full service training organization. Since working with LSA, I’ve participated in a number of solutions ranging from Performance Management to Assertiveness Training – I’ve found that the quality of the resources is superior. They are well prepared and have definitely done a considerable amount of pre-work in order to customize our culture and business into the total learning experience – making it most beneficial for our employees.

Duane Schroeder
Human Resource Manager

What a refreshing change from the half-baked psycho-babble you normally get from “training” organizations. LSA gives you the assistance you need to define and reach your goal, and then they give you a results driven plan – not just a temporary fix. They are great to work with, and even more importantly, they “get it!”

David Fiano
Vice President Human Resources

LSA has been a tremendous asset to my portfolio, both at my current company and my past company. As an HR leader, I am always looking for ways to find external resources that can provide a solution to our management training needs. LSA does that for me. Their solutions are presented in a much more leadership-oriented manner so as to be crisp, business relevant, and easy to apply right back on the job. I will continue to augment our programs using LSA solutions.

Ken Boehm
VP of Human Resources

I have worked with other training companies and found it to be more of a seller/buyer relationship than one of matching the right expertise to our business issues. That’s what LSA does – ask the hard questions, listen, and understand our business needs. We receive the benefit of their expertise from assistance with personal development plans to enhancing team performance, to looking at enterprise-wide challenges. It’s all about helping our business succeed as we grow. Right now, LSA is providing great ideas, a fresh approach, and valuable guidance as we develop our management team and accelerate our client relationship management results.

Kristin Westland-Kaune
Director, Team Development

We engaged LSA to design and deliver a 6-month custom executive coaching program for a group of our key leaders. The focus of the program was to help a core group of senior leaders to leverage previous investments in management training, to ensure the engagement and retention of key employees, and to push critical strategic initiatives forward. Even with the high expectations of our senior people, LSA has completely exceeded our expectations. I would recommend them to anyone looking to create and implement a custom coaching methodology using proven tools to drive true change.

Ivan Fukumoto
Senior HR Manager - Staffing, Training, & Development

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