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Lawrence Willert

Ulysses Learning

Vice President Performance Development



Overseeing the newly created Performance Leadership Team, Larry Willert focuses on ensuring clients’ long-term, sustainable results through coaching, master coaching and performance development. His team works closely with contact center clients to certify master coaches, coaches and trainers to ensure long-term sustainable results in both coaches and agents. Prior to this role, Willert was a Master Coach and Facilitator at Ulysses Learning for eight years. With more than 20 years of consulting and training experience at all levels in a variety of industries, including financial services, Willert specializes in translating industry concepts into practical, real-world applications to enhance bottom-line results.

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Improving Quality Measurement and the Overall Customer Experience – Means Moving Into the Gray

Tuesday April 3rd 2012 12am 2 0 Comments Customer Experience Quality Management
Today, savvy organizations realize that providing a better customer experience is what is going to set them apart and give them the competitive edge. In order to keep improving this customer experience, it has to be monitored, measured and coached, which is the basis for strong quality management.
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