2011 ATA Annual Convention & Expo

Michele is back from another successful conference, this time in Tucson, where she spent the last few days attending the ATA Annual Meeting (http://ata2011convention.org/).  Michele served as Session Chair for the Roundtable discussion "How to Improve Agent's Sales Skills” where scripting, open-ended questions, coaching and quality assurance for better performance, were discussed.  In addition, she facilitated a session on “A Look at Best-in-Class Performance for Implementing Chat Services.”  This session, headed by Jim Iyoob, focused on best practices for chat, online shopping cart abandonment, and how to increase sales.  Michele is the Membership Chair of the ATA’s Chicago Metro Chapter.