Building fluent performance in a customer call center

Abstract

Performance ImprovementVolume 41, Issue 2 p. 29-37 Article Building fluent performance in a customer call center Dr. Carl Binder, Dr. Carl Binder CarlBinder@aol.com Dr. Carl Binder is a partner in Binder Riha Associates, a performance consulting firm in Santa Rosa, California. He is best known for research in behavioral fluency and development of the Fluency Building™ training and coaching methodology, for contributions in knowledge management for sales and marketing organizations, performance measurement, and for promotion of effective instructional methods for children. He has consulted with scores of Fortune 1000 and fast-growth organizations, as well as educational and human service agencies. A long-time contributor to the International Society for Performance Improvement, he has authored several dozen articles and chapters in scientific, educational, professional, and business publications.Search for more papers by this authorLee Sweeney, Lee Sweeney Binder-Riha.com Lee Sweeney is currently a Premier Customer Marketing Call Center Manager for AT&T Wireless. He has more than 15 years' experience starting, managing, and directing call centers. In addition to call center applications, he has diverse experience developing sales, marketing, and service teams. Lee has pioneered the implementation of many innovative management, training and employee development programs that have had a strong positive impact on employee morale and customer retention. He has extensive training, experience, and knowledge of whole system approaches to process improvement. Lee draws on his background as a trainer, former high school basketball coach, and Sunday school teacher to develop a unique training system that stresses core “survival” content, integrates gymnasium style drills, and maintains the fun atmosphere we all remember from our best childhood classrooms.Search for more papers by this author Dr. Carl Binder, Dr. Carl Binder CarlBinder@aol.com Dr. Carl Binder is a partner in Binder Riha Associates, a performance consulting firm in Santa Rosa, California. He is best known for research in behavioral fluency and development of the Fluency Building™ training and coaching methodology, for contributions in knowledge management for sales and marketing organizations, performance measurement, and for promotion of effective instructional methods for children. He has consulted with scores of Fortune 1000 and fast-growth organizations, as well as educational and human service agencies. A long-time contributor to the International Society for Performance Improvement, he has authored several dozen articles and chapters in scientific, educational, professional, and business publications.Search for more papers by this authorLee Sweeney, Lee Sweeney Binder-Riha.com Lee Sweeney is currently a Premier Customer Marketing Call Center Manager for AT&T Wireless. He has more than 15 years' experience starting, managing, and directing call centers. In addition to call center applications, he has diverse experience developing sales, marketing, and service teams. Lee has pioneered the implementation of many innovative management, training and employee development programs that have had a strong positive impact on employee morale and customer retention. He has extensive training, experience, and knowledge of whole system approaches to process improvement. Lee draws on his background as a trainer, former high school basketball coach, and Sunday school teacher to develop a unique training system that stresses core “survival” content, integrates gymnasium style drills, and maintains the fun atmosphere we all remember from our best childhood classrooms.Search for more papers by this author First published: 08 February 2007 https://doi.org/10.1002/pfi.4140410207Citations: 9 AboutPDF ToolsRequest permissionExport citationAdd to favoritesTrack citation ShareShare Give accessShare full text accessShare full-text accessPlease review our Terms and Conditions of Use and check box below to share full-text version of article.I have read and accept the Wiley Online Library Terms and Conditions of UseShareable LinkUse the link below to share a full-text version of this article with your friends and colleagues. Learn more.Copy URL Share a linkShare onFacebookTwitterLinked InRedditWechat Citing Literature Volume41, Issue2February 2002Pages 29-37 RelatedInformation