Highlights from Call Center Campus: Imagining Excellence in the Contact Center | Guest: Amy Novak

After another amazing Call Center Campus event in Las Vegas this November 2014, Bruce Belfiore and Amy Novak review some of the highlights from the event. Listen as they review best practices shared in our Round Tables and Panel Discussions, as well as ...
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Quality Transformation | Guest: Toni Roberts

Listen now on demand to our latest CallTalk Show on Quality Transformation. Toni Roberts, Director of Delta Dental of Michigan, will share tips on breathing new life into quality at your center. This includes changing the perception of quality ownership by ...
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Call Center Law | Guest: Adam Losey

Listen now on demand to our latest CallTalk Show on Call Center Law. Adam Losey, Esq., an attorney with Foley & Lardner, will share tips on monitoring communications as well as other legal issues important to contact centers. As privacy counsel for call ...
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Employee Recognition - Why is everyone talking about it? | Guest: Rosanne D’Ausilio

Why are so many people talking about Employee Engagement? We’ll find out a few tips on the effectiveness of employee recognition and how it can potentially provide financial success to your company. Zane Safrit, CEO, Business Consultant, and Author will share ...
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Agent Motivation and Coaching - The Positive Coaching Approach | Guest: Judy McKee

What is the Positive Coach Approach? Positive Coach is designed to help call center coaches learn how to cultivate great agents. This approach will lessen the work load on managers and quality assurance departments, and foster a more open and competent work ...
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Customer Effort - Is this the new Net Promoter Score? | Guest: Frederick Van Bennekom

Just because research is published on the internet or in a business journal does not mean the research findings are true. Look at survey methodology and design to determine validity. Join host BenchmarkPortal CEO Bruce Belfiore and guest host Frederick Van ...
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Gamification Principles and Best Practices | Guest: Bob Cowen

Join host BenchmarkPortal CEO Bruce Belfiore and guest host Bob Cowen, Snowfly, as they discuss gamification principles and best practices. What is it, why all of the hype, and how can we use it for our daily challenges like retention, adherence, quality, ...
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Is The Net Promoter Score The One Number You Need to Know | Guest: Frederick Van Bennekom

Unless we're in a churn and burn business, customer retention is critical to achieve long term profitability. But how do we know what drives customer retention? We may have lots of anecdotal data, but can we be scientific to identify those customers are very ...
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Virtual Agents – Ideas for Implementing a Home Based Support Center | Guest: Jesse Hoobler

We will be discussing the reasons why Support Organizations choose to go virtual, advantages to leverage, roadblocks to avoid, and some lessons learned from out in the field.
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Management: Generation Y in the Contact Center | Guest: Greg Van Zandt

Understanding Millennials: Who Are They? What drives them? What are their significant attributes? Considerations when managing this Generation: Implications on Scheduling, Work diversity, Training / Coaching, Contact Center and Corporate culture; Leveraging ...
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Management: Are You Parenting or Managing Your Staff | Guest: Rosanne D’Ausilio

Do you want to improve your performance and the performance of your staff?  Of course, the answer is yes. We all do.  But first we need distinctions between managing and parenting–as well as managing and leading–so managers (and everyone else) can develop ...
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