Major Media Learning Resources Â builds the specific strategies and skills that enable customer contact centers to consistently andÂ measurably improve customer loyalty and organizational performance . Â We provide performance consulting, Â learning solutions, performance-based coaching, and continual improvement modules, Â that are built upon — and measured by — Â our proprietary system of ActionableÂ Agent Analytics.Â©â„¢Read more
What We Do
Major Media Learning provides performance consulting and training solutions in the agent behaviors and skills that have the most significant impact on customer loyalty and retention, customer experience management, account value and profitability. Our Â proprietary research base spans nearly 20 years of behavioral data collection and analysis at organizations across the US and around the world, from mid-sized firms to the Fortune 10.
Recognized for Results
Major Media has received national and international recognition for our work.Â For example, we are honored to be a recipient of Motorola University’s Quality of Service Award, which is presented annually to the single vendor of training services which best exemplifies the corporation’s global service quality goals.ÂRead more
Call Center Services
Our call center consulting and training services include:
training needs analysis
instructional design and technology
custom course development
pre- and post-training evaluation.
We’ve won awards for our hands-on, live workshops, video, audio and print. Â But in today’s web-enabled enterprise,Â the Â most Â productive, exciting Â and cost- and time-effective learning experiences can happen on the Â learner’s Â desktop or training lab, Â exactly when needed with:Â
- Exciting Â 60-90 minute online instructor-led training sessions.Â
- Intriguing eLearning Â scenarios that reflect agents’ real-world customers and experiences. Â
- Effective coaching sessionsÂ
Every step along the way — from needs analysis through training, coaching, and ongoing performance improvement — Â our proprietary Actionable Agent AnalyticsÂ© Â compare each agent’s mastery of Â the specific process and skills they learned in training to their performance on the job.