ATSI Annual Conference in San Antonio

Michele Ringwood Speaking on Agent Skills & Improving the Caller Experience

The ATSI Annual Conference is just around the corner and this year Michele has been asked to speak about Agent Skills.  Immediately following the keynote speaker on Wednesday morning, Michele will be discussing what you can do to improve Training, Quality Assurance, and the Caller Experience.  Do your agents truly listen to callers, or do they just march through the questions on the script?  Do you pound your head on the desk when you listen to calls, wishing you could hit a "Pause & Coach" button?  The agent job has become more demanding and complicated.  They need to listen, advise, document and, in some cases, overcome objections and sell.  How can you help them do it better?  How do you make sure you're meeting your client and the caller's expectations?  Michele will be reviewing strategies for improving the caller experience.

For more information on the conference, which will be held at the Grand Hyatt San Antonio, June 14-17, please click on the link below.

 

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