Maximizing the Human in the Call Center | Guest: Nicholas MacDonald

Join Bruce Belfiore for the first CallTalk episode of 2023, with the theme "Maximizing the Human in the Call Center".  He will be interviewing Nicholas MacDonald, director of Customer Experience at C-Lect Consulting.  Nicholas will draw from a career in ...
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How Great Frontline Support Creates Great Agents - "How To" Tips | Guest: Mark Brody

Join Bruce Belfiore as he interviews industry veteran Mark Brody about getting your center "unstuck" by supporting your front line agents - - and making them stars. Providing the right technology, training and leadership, combined with dedication to ...
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Mindfulness Experience: Moving from Toxic to Terrific by Intentionally Helping Staff to Reboot, Reset and Reframe | Guest: Keith Fiveson

Join CallTalk  as Keith Fiveson talks to Bruce Belfiore abou t  boost ing  your customer experience  and employee engagement  using leadership techniques he has developed over a lifetime of experience. Use these techniques  to empower greater resilienc e  and ...
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Managing Work-At-Home Agents | Guest: Marcia Presberry and Shannon Smith

Managing work-at-home agents has moved from pandemic emergency mode to representing a long-term challenge for most contact center managers. This episode of CallTalk will focus on tips and best practices that you can use immediately to improve performance. ...
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When YOU Need the Coaching - Managers Need Coaches to Succeed too | Guest: Mitchell Levy

We have dedicated courses and CallTalk episodes on coaching for agents - an important topic indeed. However, contact center managers need coaching as well - - coaching that may go beyond the training curricula that are in the market. Tune in to this episode ...
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Managing Contact Centers Takes Credibility: Hear how to build it best | Guest: Mitchell Levy

Global Credibility Expert, Mitchell Levy, is an evangelist for those who want to be seen as credible and win the war against those in what he calls "Dubious Nation".   Mitchell, a TEDtalk veteran, has interviewed over 500 thought leaders from across the world ...
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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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Hidden Obstacles to Outstanding Contact Center Service | Guest: Jeff Toister

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.   Are you endlessly trying to get agents to improve their ...
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Contact Center Work and Life Balance | Guest: Sean Vierling

Lets face it, finding the right work-life balance in a contact center isn't easy. It takes guts to make changes in your center that allow agents to balance their personal life with the company's needs. Unfortunately for contact centers, ignoring an agent's ...
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The Prize at the Intersection of Experience and Engagement: Customer Loyalty | Guest: Bob Kobek

Join Bruce Belfiore for a timely interview with Bob Kobek, President of Mobius Vendor Partners and CustomerCount. Bob will address items of interest to both outbound centers and inbound centers, focusing on ways to get to the prize of customer loyalty by ...
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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 ...
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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 ...
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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.
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Team Huddle Boards: Enhance Communication & Maximize Efficiency | Guest: Debbie Frazier

Huddles can be the team’s daily opportunity to communicate and plan. A Huddle Board is the team's tool to record important information and memorialize decisions and goals. If there is a special focus on a particular metric or initiative, the Huddle Board can ...
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Build a Customer-Focused Culture in Your Contact Center | Guest: Jeff Toister

Contact center managers know that a strong, positive, can-do culture will improve their metrics and make their customers satisfied. However, culture can seem like a complex, difficult thing to turn around, to build, and to maintain. There are some important ...
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Delivering Profoundly Remarkable Customer Service | Guest: Chip R Bell

What do Google, Netflix, Apple, Uber and Amazon have in common other than rapid growth and amazing profits? They all are considered among the most innovative companies, perpetually seek ingenious ways to delight their customers. Remarkable service for today’s ...
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