Omega Performance Call Center Webinar Reveals Career Pathing Strategies

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Experts provide call center advice on how to decrease agent turnover, increase customer satisfaction and optimize training budgets on June 21, 2006. This is done through career pathing, a system of career planning for call center agents.

This web conference will give attendees the tools they need to create a successful career pathing plan.

Omega Performance announces its in-depth 90-minute, interactive web conference entitled: Successful Career Pathing in the Call Center. The web conference will be led by Anne Ivey, senior vice president and contact center director, and Connie Hritz, senior vice president of research and development. This web conference—teaching a business how to better establish career planning for call center agents—will be held Wednesday, June 21, 2006 at 12:00 PM EDT.

Ivey’s and Hritz’s conference will lead attendees through the process of developing a career path as a key component of their organizational roadmap. Together, they will underscore career pathing’s impact on the call center’s bottom line, explain the difference between a skill path and a career path, identify the criteria for maximizing the potential of each new hire, and demonstrate how to plot the first 12 months of an agent’s professional development. Joining them as a testimonial will be Steve Angell, vice president of Huntington National Bank, who will detail how Omega’s expert career planning methodology improved his organization’s customer experience, increased employee morale and satisfaction, reduced turnover, and increased sales. To register for the web presentation, visit

“Successful career pathing ensures that call center managers develop and retain the right staff,” said Omega Performance’s Ivey. “This web conference will give attendees the tools they need to create a successful career pathing plan.”

Successful Career Pathing in the Call Center is one in a series of web-based events Omega Performance is hosting in 2006. Other events include:

28 June, Handling Resistance in Coaching

28 June, Coaching the Difficult Employee

2 August, Coaching for Next Level Performance

9 August, Is Your Call Center Aligned or Maligned?

27 September, Is Your Call Center Aligned or Maligned? 6 Actions to Maximize its Potential

9 October, Delivering a Dynamic Customer Experience

18 October, Creating a Sales Culture: First Steps

8 November, Creating a Sales Culture: A Comprehensive Action Plan

About Omega Performance

Since 1976, Omega Performance has enabled more than 2,500 firms worldwide to drive and sustain improved business results. Omega empowers results-driven leaders with assessment, consulting, training, and coaching programs that are practical, effective, and proven. The company’s call center solutions enable staff to strengthen customer relationships and loyalty, increase market share and share of wallet, and generate greater sales and service results. Omega Performance is headquartered in Charlotte, N.C., with major offices in Auckland, London, Melbourne, Sydney, Singapore, and Toronto.

For more information on how to provide employee career planning at a call center, contact:

Laura Walker

Omega Performance

(704) 672-6060


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Laura Walker
Omega Performance
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