Turning Your Contact Center into a Profit Center by Leveraging Chat | Guest: Tony Medrano

Contact centers are under increasing pressure to become profit centers and leverage new channels of engaging customers. Live chat is growing in use--especially among millennial customers--and chat communications can be optimized using machine learning in ...
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Workforce Management: New Insights From a Seasoned Veteran | Guest: Rick Seeley

Workforce Management is both science and art. Hear the voice of experience as Rick Lee, Workforce Manager for Convergys, is interviewed by host Bruce Belfiore on his WFM best practices tips. Practitioners who are looking for a deeper level of WFM insight ...
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Highlights from Call Center Campus

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Digital Workforce, Keeping Automation Real | Guest: Martijn Zuiderbaan

Nowadays you hear a lot of companies who are doing ‘something’ with Automation (RPA) or Artificial Intelligence (AI), however, what is the real story behind it, is it truly as easy as the vendors pitch it or does it require effort?
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The Power of an Effective Feedback Loop | Guest: Dan Handy

Information feedback is the lifeblood of continuous improvement for contact centers. However, most centers don't employ a structured approach to originating, processing and acting on feedback.  In this session, guest Pam Wilson explains the 4 stages required ...
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Fair Trade Outsourcing: Sustainable, Ethical and Profitable | Guest: Mike Dershowitz

 Join Bruce Belfiore and Mike Dershowitz, CEO and Managing Director of Rethink Staffing, as they discuss a novel approach to managing call centers for outperforming results and creating social and economic impact at the same time. Mike shares his philosophy ...
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Marijuana in the Workplace | Guest: Christine Cunneen

Legal cannabis is becoming a reality, in one form or another, across the country. It brings with it numerous issues, both legal and practical, which managers should know about (there's no hiding from this one!). Christine Cunneen is an expert and speaker on ...
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The Knowledge Loop: Improve Your Products and Customer Experience by Leveraging Front Line Agents | Guest: Dr. Fred Van Bennekom

How contact centers can leverage agent knowledge to improve the products they support. Design for improved Customer Experience while sharing valuable input with other departments: marketing, product development and sales. Information gathering, analysis and ...
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Thought Leadership in the Contact Center: You Can Do It! | Guest: Mitchell Levy

Join CallTalk host Bruce Belfiore as he talks with author and speaker Mitchell Levy about ways to bring thought leadership into your life and your organization. Hear the tips he shared with his Ted Talk audience about listening, hearing, connecting and ...
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Contact Center Work and Life Balance | Guest: Sean Vierling

Lets face it, finding the right work-life balance in a contact center isn't easy. It takes guts to make changes in your center that allow agents to balance their personal life with the company's needs. Unfortunately for contact centers, ignoring an agent's ...
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The Prize at the Intersection of Experience and Engagement: Customer Loyalty | Guest: Bob Kobek

Join Bruce Belfiore for a timely interview with Bob Kobek, President of Mobius Vendor Partners and CustomerCount. Bob will address items of interest to both outbound centers and inbound centers, focusing on ways to get to the prize of customer loyalty by ...
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Agent Engagement & Empowerment | Guest:  Maureen Lewandowski

Maureen Lewandowski of Delta Dental of Wisconsin shares tips on how to get buy-in from your people for major initiatives. She illustrates the roles of well-structured processes and carefully chosen technologies to empower and incentivize employees to improve ...
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How to Lead Customer Contact Center Professionals Through Change | Guest: Steve Ellis

Change surrounds contact center managers: mergers, systems changes, organizational changes are all high-impact events that present managers with huge challenges. Join us for the final CallTalk episode of 2017 as we explore these issues with our Change ...
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How to Overcome Three Critical Training Challenges that Hamper Excellent Service | Guest: Connor Burt

Excellent customer service requires excellent training - - and a culture that supports learning and doing. You need to articulate the results you hope to obtain in order to determine the training you need.
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Team Huddle Boards: Enhance Communication & Maximize Efficiency | Guest: Debbie Frazier

Huddles can be the team’s daily opportunity to communicate and plan. A Huddle Board is the team's tool to record important information and memorialize decisions and goals. If there is a special focus on a particular metric or initiative, the Huddle Board can ...
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