We specialize in non-commercial, informational sessions in the following areas:

Strategic Outsourcing

Effective Outsourcing: Unleashing Organizational Power
Vinoo André Mehera was a general manager at Dell and participated in a major outsourcing initiative there. Outsourcing has always played a large role for many companies, however in the last 3 years the rapid progression in technology and the more demanding customer has accelerated the process. Vinoo uses case studies to demonstrate his ten step implementation process for an outsourcing initiative. He also highlights how to determine what is core, touches on the trend to take business offshore, highlights effective vendor selection principles, and discusses effective relationship and contract management.

Outsourcing Offshore – The Real Story
Vinoo André Mehera was a general manager at Dell and set up Dell’s offshore customer interaction center in India. Outsourcing has always played a large role, however in the last 3 years the rapid progression in technology and the more demanding customer requirements forced outsourcers and companies to look for new markets which provide large amounts of skilled and qualified labor. Vinoo covers business process outsourcing (BPO) and customer interaction services, for example call center outsourcing, and uses case studies to illustrate the advantages and disadvantages to offshore outsourcing. He also highlights how to determine what is core, profiles the key offshore outsourcing markets, and shares vendor selection principles.
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Call Center Management

What's the Best Practice for Sharing Best Practices?
Almost a day in the life of a manager doesn’t go by without hearing or reading about another “sharing best practices” initiative, but what is the best practice for sharing best practices? The most admired of companies set up dynamic structures to encourage the company to internally share best practices. As an author and an innovative and highly successful call center manager, Christopher Ewen uses real case studies to highlight his eight step process to sharing best practices in a call center and among multiple call centers.
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Increasing Effective Coaching & Monitoring
Nearly all of call center executives underscore the need to increase performance in the call center. An almost undisputed method to increase profitability, productivity, and customer loyalty is through effective monitoring and coaching. Just under half of all call center managers cite increasing coaching and monitoring as a priority. As an author and an innovative and highly successful call center manager, Christopher Ewen surveys case studies and personal experience in making monitoring and coaching a bigger part of the equation in improving customer loyalty.
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Why Measure Customer “Satisfaction”: Was “Satisfactory” Ever a Good Grade?
Your customers are going to be tempted by your competition. The last interaction with a customer is often the one that determines how successful your competitors will be. Christopher Ewen highlights the need to go beyond satisfaction and measure customer loyalty. When a customer responds to a survey that they are satisfied, they may often have no intent to stay loyal. What drives the differences between the mere satisfied customer, and the loyal customer? As an author and an innovative and highly successful call center manager, Christopher demonstrates how a change in customer strategy can lead to profits. Using a three step implementation process, Christopher highlights how to use loyalty and other value based metrics to improve ROI and make better decisions about projects in the call center.