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Point of Contact Group
PO Box 4023
Ithaca, NY 14852-4023
Phone: 607.564.9878

Company Profile

Point of Contact Group is a unique communications skills training firm that specializes in changing the performance of customer contact centers.

We have helped thousands of training attendees change the way they communicate, while our bestselling books on communications and leadership skills have changed the fabric of business life worldwide. Run by a former call center executive who helped lead call center operations to near-perfect customer satisfaction, near-zero turnover and revenue growth, our focus is on measurable bottom-line performance change.

With a client list that ranges from the Ivy League to major call centers, retailers and health care organizations, our programs have quickly become the new standard in improving workplace performance. Contact us today and see what the science of good communications skills can do for your team!

Product/Service Information

Our programs don’t focus on attitude or personality. Instead, you will experience high-intensity, interactive workshops based on the performance psychology behind effective communication:

  • Our flagship Great Customer Connections program teaches your front line the mechanics of how to manage any customer transaction successfully – particularly in critical situations.
  • Based on our national #1 customer service bestseller of the same name, our What to Say to a Porcupine program takes a fun, creative look at customer service for general audiences and corporate speaking engagements.
  • Our Strength-Based Coaching program teaches supervisors how to measure, coach and sustain team performance with increased employee buy-in, based on our national bestseller How to Tell Anyone Anything.
  • Our Work with Me program is an intensive teamwork experience, based on modern personality psychology, that helps everyone learn how to work together—and have fun doing it.
  • Our Communicating Vision and Values workshop helps managers and leaders define and communicate the cultural values that breed self-sustaining performance, high morale and low turnover.

Our bootcamp-style approach is fun, intensive, and it really works! Our sessions involve exercises, role-playing, reference materials, and above all a new way of looking at you and your clients. And its success has gone far beyond our own clients, into the fabric of today’s business practices: as we enter our second decade, most of our programs are now based around our own nationally-published books from leading business publishers.

Visit these valuable resources on our website:

Case studies

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