Industry Expert Offers 30 Minute Webinars with Answers to Contact Center Challenges

Contact centers face the ultimate pressure of producing results every day.  The biggest obstacles are agent attendance, schedule adherence, turnover, performance and quality.

Dr. Brooks Mitchell will host a series of 30 minute, live webinars that offer concise, real-world solutions to these challenges.  Dr. Mitchell is an industry recognized expert in the areas of agent motivation and retention.

The webinars are designed for the Operations, Training, Quality, and HR departments of contact centers and provide actionable information.  At the conclusion of each webinar, participants will be able to download Brooks’ white paper covering the topic.

The 30 minute webinars are conducted Thursdays commencing October 23rd.  Visit www.Snowfly.com and go to the “Webinars and Events” section to sign up for any or all webinars.

Webinar topics are:

1. The top ten list of incentive program mistakes (with emphasis on Gen Y & Gen X employees).  Oct 23rd at 2:00 PM (Eastern Time)
2. Retention tips specifically for “new hires.”  It costs $5,000 to replace an employee, how to hold on to your employee investment without busting your budget.  Oct 30th at 2:00 PM (Eastern Time)
3. When given a choice, what do agents select for incentive rewards?  Does providing what they want change behavior?  Nov 6th at 3:00 PM (Eastern Time)
4. The Goldilocks/Three Bears question: are we paying too little, too much or just the right amount in incentives?  Should you spend more on incentives and less on base pay or visa versa?  What is the right amount and balance?  Nov 13th at 2:00 PM (Eastern Time)
5. When did you last review and justify your incentive program?  How to determine and evaluate your ROI.  Very few managers know the extent and cost of their incentive programs.  Even those who know the cost rarely measure the effectiveness.  If you’re not regularly evaluating your incentive program, how do you know that it’s working or cost effective?  Nov 20th at 2:00 PM (Eastern Time)

About Brooks Mitchell, PhD.
Brooks Mitchell is a Professor of Management at The University of Wyoming and the founder of two highly successful Wyoming based software companies.  He also served as the HR manager of Texas Instruments and Pepisco.  Dr. Mitchell has been a featured speaker on the subjects of employee retention and motivation at numerous call center events including ATA conferences, CCNG meetings, the Avaya Predictive Dialer Annual Conference, the Aspect Customer Experience, the Select Noble User Group Conference among others.  He has been featured in many national publications including Forbes, the Wall Street Journal, Fortune, The New York Times, Business Week and U.S.A. Today.  His first book was: Bet on Cowboys, Not Horses: A Technological Breakthrough for Employee Selection.  A breakthrough book about employee selection and turnover.  His most recent book is: Games, Work, and Human Motivation: An Applied Behavioral Approach to Employee Achievement and Recognition.

About Snowfly
Snowfly is the leading provider of Internet based employee incentive and loyalty programs.  Snowfly’s internet-based incentives system allows contact centers to harness the enormous motivational power of immediate positive reinforcement to focus employee behavior on company objectives.  Customers include multiple Blue Cross/Blue Shield providers, Avis/Budget, Hyatt Hotels, financial institutions, utility companies, insurance companies, cable/satellite providers, various BPO companies (business process outsourcers), and collection agencies.  Snowfly’s web site: www.Snowfly.com