How to Lead Customer Contact Center Professionals Through Change

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

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

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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Build a Customer-Focused Culture in Your Contact Center

Contact center managers know that a strong, positive, can-do culture will improve their metrics and make their customers satisfied. However, culture can seem like a complex, difficult thing to turn around, to build, and to maintain. There are some important ...
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Delivering Profoundly Remarkable Customer Service

What do Google, Netflix, Apple, Uber and Amazon have in common other than rapid growth and amazing profits? They all are considered among the most innovative companies, perpetually seek ingenious ways to delight their customers. Remarkable service for today’s ...
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Voice of the Customer and Agent Engagement: Roses, Daisies & Weeds

Agents are the heartbeat of every Call Center and are every manager's greatest challenge.  We will explore how to optimize agent engagement and get the viewpoint of a long time Call Center Pro, Michael J. Tamer.   Guest Speaker: Michael J. Tamer, CEO and ...
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Employee Engagement at Salesforce.com

Getting it right, right from the start! Hear about:
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Emerging Best Practices in Agent Screening: Success through Optimized Simulations

Joe LaTorre, Director of Innovation at Employment Technologies, will talk with host Bruce Belfiore about emerging practices that every contact center manager should know about. Focus will be on giving you take-aways that will make your recruiting and ...
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Americans with Disabilities: Positively Impacting Contact Centers Nationwide

Have you considered hiring disabled workers for your at-home or brick-and-mortar contact center operations? Bruce Belfiore interviews Michael Sanders on his efforts, with the non-profit NTI, to help Americans with Disabilities and Disabled Veterans back into ...
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Customer Experience: New Mind Meld Methodology

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
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Call Center Employee Recognition Best Practices

A thoughtful review of employee rewards and recognition programs will provide you with ideas for improving your operation. These programs do not have to be expensive - many motivational techniques cost little or nothing. Applying latest best practices to your ...
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