Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan

Remote and hybrid work are not new to contact centers, but getting really good at it on scale and for the long haul, is quite new. How are organizations retaining the best talent once hired, and how are they bringing people into culture folds quickly, while ...
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Management Challenges in an At-Home Work Environment | Guest: Robert Kobek

The pandemic has intensified many of the challenges facing contact center managers. Join Bruce Belfiore as he interviews Bob Kobek of Mobius SVP for a lively episode of CallTalk centered on issues of worker recruitment and attrition and other remote ...
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Digital CX in the Utilities Sector | Guest: Cary Cusumano and Sarah Simon

Digital CX is meant to provide a more effortless customer experience across multiple engagement channels. As the channels customers can use to interact with us multiply, customers demand a personalized, consistently positive customer experience as they ...
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CX + EX = Success | Guest: Robert Kobek

If you are measuring your customer experience and not measuring your employee experience you are missing a great opportunity to discover the gaps in critical issues like customer loyalty and employee loyalty. As the saying goes, if you don’t measure, you ...
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Emerging Best Practices for Recruiting and Training in the "New Normal" | Guest: Pam Roddy

Recruitment, Hiring and Training techniques during the Pandemic- the traditional models of in person recruitment and training are not feasible during COVID pandemic how can you successfully hire and train CSR in a street to seat manner
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Pivoting from Office to Remote – Making it Work | Guest: Fabrice Martin

Shifting to remote call centers due to COVID-19 is not simply flipping a switch. Plus, for those who decide to remain remote, the challenge of providing superior customer experiences on a consistent, long-term basis is often daunting. Industry expert Fabrice ...
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