Are you endlessly trying to get agents to improve their customer service? There might be a culprit you’ve never considered. Discover hidden and counterintuitive obstacles that hurt agent performance.
 

Hidden Obstacles to Outstanding Contact Center Service

Are you endlessly trying to get agents to improve their customer service? There might be a culprit you’ve never considered. Discover hidden and counterintuitive obstacles that hurt agent performance.
 
You’ll learn:
  • Why rewards and games often makes service quality worse
  • How wall boards can increase your queues
  • What secret your agents know that can immediately improve service

Air Date: Thursday, Oct. 31, 2019 - 10AM/PT
Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal
Guest Speaker: Jeff Toister | Toister Performance Solutions
Season: 10 | Episode Number: 8


 

 


Guest: Jeff Toister | Toister Performance Solutions

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Jeff Toister is a best selling author who has written three customer service books, including Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service. Feedspot has named his Inside Customer Service blog one of the Top 50 customer service blogs on the planet.  Jeff has been recognized as a customer service thought leader by Global Gurus, ICMI, and Comm100. Thousands of customer service professionals subscribe to Jeff's Customer Service Tip of the Week, and have taken his video-based training courses.
 
 
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CallTalk Host: Bruce Belfiore | BenchmarkPortal
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.


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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.

 

Topics: CallTalk Radio Show, Customer Service, CallTalk Season 10, Agent Performance