Air Date: Friday, February 17, 2017 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Mark Coudray, DScisive
Season: 8, Episode Number: 2
Bruce Belfiore will interview Mark Coudray on his brand new methodology that creates vastly improved connections between agents and customers. A recent trial resulted in an increase in reservation closure rates from 24.9% to over 70%, as well as an increase in satisfaction. Leveraging his knowledge of the human mind and decision-making processes, Mark has created a unique approach that begins with listening to customer calls very carefully, then coaching agents in ways no one has ever done before.
Guest Host Bio: Mark's professional activities involve the strategic planning, direction, and transition for companies moving from an analog marketing delivery model to a digital model. Mark is actively involved in the R&D of sales, marketing, and analytically driven social media technologies as well as the implementation into commercial environments. Prior to his current activities, Mark focused on developing and implementing digital technologies for the specialty printing industry. His work has been published globally in more than 400 articles, papers, and columns. Mark’s columns have appeared continuously in multiple industry publications for more than 25 years. He has worked with client companies in 41 countries. His implementations, products, and services are offered in the areas of digital workflow design, consulting services, software development, technical seminars, workshops, technical assessment, and expert witness testimony.
CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.