Leaders play a vital role in the call center, they are an important reason why people stay or leave, engage or not engage. Research shows the relationship agents have with their lead, supervisor or direct boss are key. Have your leaders gone into their positions properly trained
Guest Speaker Bio: Chris Abel, Senior Director, Contact Center Operations and Customer Experience, Bright Horizons Family Solutions. Chris is responsible for all operations supporting five lines of business and managing third-party vendor relationships. Prior to joining Bright Horizons, Chris spent 15 years in the financial services industry. Starting as a financial adviser, Chris managed teams working with high-net-worth clients and focused on building relationships and delivering superior customer experiences.
Air Date: Wednesday, September 16, 2015 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Chris Abel, Senior Director, Contact Center Operations and Customer Experience, Bright Horizons Family Solutions
Season: 6, Episode Number: 9
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.