The Surprising Value of Accurate Language Screening in Contact Centers | Guest: Brigham Tomco

Screening agents for hire, particularly in "virtual" mode, is not easy. Many centers find they are missing pieces, which leads to inefficient processes, higher turnover and lower customer satisfaction. One important component is language proficiency, whether ...
read more

Busting the Barriers to Success: 
Your Center and Back Office Functions | Guest: Nancy Munro

This episode of CallTalk(TM) focuses on improving performance by breaking down the barriers between Contact Centers and back office functions. Our guest will share how superior communication and coordination with colleagues in other parts of the enterprise ...
read more

Agent Performance and Quality Training | Guest: Nancy Munro

Does your contact center struggle with getting agents floor ready – you won’t want to miss this episode! Ever have a bad experience with a contact center agent? Why do you think this happened? One answer may be poor training or poor coaching – either way ...
read more

Agent Engagement & Empowerment | Guest:  Maureen Lewandowski

Maureen Lewandowski of Delta Dental of Wisconsin shares tips on how to get buy-in from your people for major initiatives. She illustrates the roles of well-structured processes and carefully chosen technologies to empower and incentivize employees to improve ...
read more

How to Lead Customer Contact Center Professionals Through Change | Guest: Steve Ellis

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 ...
read more

How to Overcome Three Critical Training Challenges that Hamper Excellent Service | Guest: Connor Burt

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.
read more

Articles & News

see all