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The Ulysses E-Learning Journey Improves Contact Center Success


TMCnews Featured Article

October 03, 2008

The Ulysses E-Learning Journey Improves Contact Center Success

By Tim Gray, TMCnet Web Editor

In today’s rough and tumble business world improving customer service can often mean the difference between success and failure. And this is especially true in the call center industry where success is can be measure through customer contact.

One company helping move companies in the right direction is Ulysses Learning. The North Carolina firm helps global organizations improve customer service, sales and coaching results at all points of customer contact. These client results are achieved by using simulation-based e-Learning intelligently blended with facilitation, coaching and performance improvement consulting.

In 1995 the company was formed and in the spirit of the epic Greek poem, its own "odyssey" began. The first step, says company officials, was to select the best, most experienced senior executives to navigate our course and charge them with a unique mission to search industry wide to: identify the areas of business that could benefit most from developing human performance through technology-enabled training and related services; uncover the toughest barriers to improvement; and assemble a world-class team of experts to develop the best combination of training solutions to achieve and sustain demonstrable performance results.

To that end, the company’s research team identified contact centers as an opportune place to begin developing frontline judgment and customer interaction skills. These two critical elements, when developed effectively, improve service, sales and coaching performance and achieve higher levels of revenue and customer loyalty results.

The company developed CallMentor Learning and Performance Improvement System - simulation-based e-Learning intelligently blended with facilitation, coaching and performance improvement consulting.

Today, CallMentor is the contact center industry's most recognized training solution, winning ten consecutive ‘Product of the Year Awards’, among other industry distinctions and honors.

Ulysses has grown to be an international learning and performance improvement company serving industry leaders committed to improving their sales, service and customer loyalty at all points of customer contact.

To learn more about Ulysses, please visit their Web site here.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies, brought to you by Voice Print International (News - Alert).

Tim Gray is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Tim's articles, please visit his columnist page.

Edited by Tim Gray

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