Merchants Get Their Contact Centers Ready for the Holidays

STAMFORD, CT—September 4, 2012—Multichannel Merchant and The Call Center School have teamed up to provide digital, catalog and other merchants with convenient and affordable internet-based training for new and existing call center staff to maximize the revenue potential of the holiday season.

The internet-based training program includes four packages from which to choose, from just the basics to a comprehensive curriculum. Merchants can choose the right program based on their own needs, available training time and budget. Whether just a few classes or a full range of courses, these classes will fine-tune agents’ customer service and selling skills, improve supervisors’ coaching capabilities, and help call center planners get the right number of people in seats to respond to the seasonal demand.

“Agents and supervisors can access the program via the Internet anytime, or can be taken online with a group and an instructor,” said Ellen Shannon, Publisher, Multichannel Merchant, “The choice is up to the merchant—or they can use a combination of both.”

Frontline Fundamental Package Combines Basics with Stellar Sales Skills
This package of classes address the basic skills the agents need, and includes classes directly designed to help turn customer service reps into great salespeople. The FrontlineFundamentals package includes six classes:

· Power of One: The Difference One Agent Can Make
· Vocal Makeover: Techniques for a Winning Voice
· First Class Phone Manners: Telephone Best Practices
· Power Phrasing: Word Choices for Effective Communications
· Tyrant Turnaround: Going from Difficult to Delighted Callers
· Anatomy of a Sales Call: Four Steps to Successful Selling

And for complete flexibility and to meet the company’s specific needs, merchants can purchase the entire package or purchase classes individually. Pricing is based on the number of seats in the call center and starts at $600.

Other offerings include: Back to Basics; Agents & Supervisors; and a Premium Training package. For more details on any package, pricing and a free, no-obligation preview, call Debi King at 615-812-8400.

About Multichannel Merchant: Multichannel Merchant is the leading information source for merchants that market and deliver merchandise direct to customer. These merchants use multiple channels—catalog, digital and in-store to market their products. Multichannel Merchant covers marketing and operations with breaking news, analysis, tips, tactics, trends and information available digitally, at events and in print. Visit

About The Call Center School: The Call Center School, (TCCS) is a Tennessee-based company dedicated to the professional development of individuals in the call center industry. We offer a comprehensive curriculum of training programs to fit the needs of all personnel in the call center industry, including frontline staff, supervisors and team leaders, managers and directors, workforce planners, quality specialists, and industry vendors. Visit

Contact: Ellen Shannon
Chief Content Director & Publisher, Multichannel Merchant
[email protected]

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