Building an award winning contact center at Black & Decker

Building an award winning contact center at Black & Decker

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Building Award-winning Call Centers

In this complimentary on-demand webinar, Chuck Udzinski – Manager, End-User Service reveals the 4 top elements that helped him and his team at Black & Decker move from ugly, to bad, to good. Their road to building an award-winning contact center unique and can be used to help with building award-winning call centers in a number of different industries.

Agent-VoC-Scorecards-150What’s amazing

Totally unheard of by the major of call centers, they became winners without an internal quality monitoring program!  That’s right, no call recordings graded, no scoring sheets, no calibration sessions, and no dispute process. As Chuck says, “It’s not in his budget.”

But that did not stop Chuck from making his way forward.

How did they do win customer experience awards without a quality monitoring program?  Get the answers when Chuck shares his blueprint for call center success in this free on-demand webcast.


  • How to face the fact that your ugly.
  • What role the call center agents play and their power.
  • How to create a culture of change.
  • How to create a healthy continuous improvement environment.

You can find move videos, white papers, charts, case studies and more in our Resource Library.

About Jim Rembach

Jim Rembach is a panel expert with the Customer Experience Professionals Association (CXPA) and an SVP for Customer Relationship Metrics (CRM). Jim spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner and frequently quoted industry expert. Call Jim at 336-288-8226 if you need help with customer-centric enhancements.

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