How to Guarantee an Amazing Customer Experience | Guest: Jeff Toister

An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. Customer loyalty skyrockets when people trust your brand, product, or ...
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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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How Text Messages Can Help Generate, Nurture and Convert Leads | Guest: Todd Fisher

SMS Text communications are becoming essential to customer contact - both for service questions and for marketing.  Join us as Bruce talks to text expert Todd Fisher, CEO of CallTrackingMetrics about ways text can enhance your multi-channel approach to ...
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Service Level Solutions: Stories of Success with Targeted Process Improvement | Guest: Patrick Ebrahimian

Join us for a conversation with industry practitioner Patrick Ebrahimian on the processes that impact access and availability of contact center agents. He shares proven ways to improve service levels and the customer experience using creative lean ...
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Key Takeaways on Hiring Insights in 2021 | Guest: Christine Cunneen

With so much going on across all industries with regard to post-COVID screening and hiring - - along with changing laws tied to criminal justice reform, marijuana and employer liability - - industry expert Christine Cunneen provides a much-needed update on ...
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Leveraging Workforce Management Best Practices to Optimize Your Contact Center | Guest: Matthew Duncan

Efficient agents not only make the contact center run smoother, but they create a better experience for your customers. We sat down with Matt Duncan from CommunityWFM to discuss how leveraging some of the best practices in workforce management improves agent ...
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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, ...
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Silver Lining to the Covid-19 Cloud: Accommodations for Disabilities | Guest: Kate Brouse

Covid-19 has had a terrible impact on people and economies around the globe. But it has facilitated accommodation of at-home work for the disability community. Guest Kate Brouse of nonprofit NTI helps disabled Americans and veterans open employment doors. She ...
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Knowledge Management in the Contact Center | Guest: Burgoyne Hughes

Knowledge management is foundational the effectiveness of the modern contact center. Metrics from cost per contact and handle time require agents to rapidly find the information they need, and customer satisfaction demands that agents have complete and ...
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