Driving Peak Sales Performance in Call Centers

Learn how to discover and unlock the "hidden opportunities" for additional revenue that are currently residing in your call center. In Driving Peak Sales Performance in Call Centers, Mary Murcott reveals the tools, practices and strategies for driving large-scale sales improvements, gleaned from her own experiences and those currently being used by the best-in-breed contact centers of leading companies, including American Express, Convergys, Cox Communications, Hilton Hotels, Lands’ End, RMH Teleservices and others. She shares proven techniques to create new performance reporting tools; develop new hiring, training, performance management and coaching processes; and design incentive programs that will motivate your staff to perform at their peak levels.

Mary Murcott is a business transformation executive and founder of Performance Transformations Inc., a consulting firm located in Dallas. She specializes in leading high-performance teams to attain best-in-class technology, service, sales and economics. Most recently, she was Senior Vice President of Technology and Worldwide Reservations for Budget Rent-a-Car. Mary has been instrumental in driving performance turnarounds, startups, mergers and consolidations at several leading companies, including American Express, DHL, Ryder TRS and Cox Communications. She is a highly sought-after speaker, and has delivered keynote speeches at industry conferences around the world.