Dina Vance

Contact Professional Contributors

Ulysses Learning

Dina Vance is a widely respected thought leader on developing and leading contact center staff and a pioneer in improving performance of contact centers. She was responsible for the ground-level start up of two contact centers before managing the call center division for an international consulting and training organization. She has worked with Fortune 100 companies to optimize their call center performance through focus on results, people and process. She is Ulysses Learning's senior vice president.

Article \| March 1, 2009 Seizing the Day in a Down Economy By: Dina Vance The impact of today’s economy has taken a toll on contact centers. “Doing more with less” has become a mantra, while agents are dealing with...more >>

Article \| November 1, 2008 Working Smarter, Not Harder as a Contact Center Manager By: Dina Vance The reality is that most managers face similar challenges. As a manager, you can choose to either react or be proactive. What distinguishes the good...more >>

Article \| March 1, 2008 Improving the Effectiveness of Call Monitoring By: Dina Vance If your call center is like most, your organization spends tremendous amounts of time, effort and money on call recording and monitoring for quality...more >>

Article \| July 1, 2004 The Race to Sales: What We Forgot Along the Way By: Dina Vance There continues to be a growing trend in contact centers once primarily engaged in service: to sell to as well as service customers over the phone....more >>

Article \| July 1, 2003 The Sales and Service Tightrope: A Balancing Act without a Net By: Dina Vance Just over a decade ago most contact centers were primarily focused on service; the hot debate at the time was whether to add sales activities under...more >>

Article \| March 1, 2002 Servicing Your Way to Customer Retention, Loyalty and Satisfaction By: Dina Vance With the adoption of customer relationship management as a mainstream business strategy, today’s contact centers must change the way they relate to...more >>

Article \| March 1, 2009 Seizing the Day in a Down Economy By: Dina Vance The impact of today’s economy has taken a toll on contact centers. “Doing more with less” has become a mantra, while agents are dealing with...more >>

Article \| November 1, 2008 Working Smarter, Not Harder as a Contact Center Manager By: Dina Vance The reality is that most managers face similar challenges. As a manager, you can choose to either react or be proactive. What distinguishes the good...more >>

Article \| March 1, 2008 Improving the Effectiveness of Call Monitoring By: Dina Vance If your call center is like most, your organization spends tremendous amounts of time, effort and money on call recording and monitoring for quality...more >>

Article \| July 1, 2004 The Race to Sales: What We Forgot Along the Way By: Dina Vance There continues to be a growing trend in contact centers once primarily engaged in service: to sell to as well as service customers over the phone....more >>

Article \| July 1, 2003 The Sales and Service Tightrope: A Balancing Act without a Net By: Dina Vance Just over a decade ago most contact centers were primarily focused on service; the hot debate at the time was whether to add sales activities under...more >>

Article \| March 1, 2002 Servicing Your Way to Customer Retention, Loyalty and Satisfaction By: Dina Vance With the adoption of customer relationship management as a mainstream business strategy, today’s contact centers must change the way they relate to...more >>