Frontline Training

Spotting Opportunities and Making Referrals

Curiosity about the customer leads to engagement that can provide discovery of a life event, need or problem that an attentive call center agent or branch staff person can offer a solution or a referral that results in a satisfying match.

Motivating & Managing the Frontline

Do you want your frontline staff to demonstrate professional maturity, be accountable, and excel at service? Motivating & Managing the Frontline focuses on improving your performance management skills. Why? Because that’s the key to motivated and responsible employees.

Managing a Successful Call Center

This Call Center management Webinar will ensure your internal processes are top-notch and your agents know how to effectively use the technology. Janice will also help Call Center Managers ensure that they have well-trained agents in the Call Center. Agents who execute their responsibilities and duties effectively.

8 Steps to Improve Cross-Selling

Head tellers primarily coach, train, and problem-solve. It’s essential for your frontline to have a head teller with the capacity to develop a dynamic team.

Nailing Your Job of Head Teller

Head tellers primarily coach, train, and problem-solve. It’s essential for your frontline to have a head teller with the capacity to develop a dynamic team.

Nailing Your Job of Head Teller

Head tellers primarily coach, train, and problem-solve. It’s essential for your frontline to have a head teller with the capacity to develop a dynamic team.

Managing a Successful Call Center

This Call Center management Webinar will ensure your internal processes are top-notch and your agents know how to effectively use the technology. Janice will also help Call Center Managers ensure that they have well-trained agents in the Call Center. Agents who execute their responsibilities and duties effectively.

Process Improvement for the Front Desk and the Call Center - Training Matters Episode 32 with Honey Shelton and featured guest Karen Wiehoff

Process Improvement for the Front Desk and the Call Center

Is this really the best use of my time? How often do you ask yourself that question? I bet quite often! We all strive to be more efficient with our time, effort, and money. Where we often fail is in deciding what on a process to make a meaningful change or break a bad habit.

5 Payoffs for Training Tellers

5 Payoffs for Training Tellers

We all can agree that no matter what is or isn’t or what will or won’t happen with the future of branch it still matters what happens when a client walks into one of yours. When a client or a prospect comes to the branch it is an important opportunity to reinforce the brand and …

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Angry Customers

Angry Customers

We all have to deal with angry customers.  Since so many customers now do most of their banking online or at ATMs, the only time they come into a branch or call you may be when there is a problem.  When there is a problem they can’t resolve on their own, they tend to take …

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