Delivering Quality: Sysco's Service with a S.M.I.L.E. | Guest: Ed Poorbaugh

Ed shares how Sysco has improved their average quality score from 88.7% to 94%, and reduced turnover by 15%. They are delivering service with a S.M.I.L.E. Ed has held a number of positions in warehousing, transportation and information technology operations ...
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Voice of the Customer | Guest: Steve Ellis

Steve Ellis will share five key steps to designing an effective Voice of the Customer program that focuses on the customer experience and drives continuous improvement throughout the organization.
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Lemming or Leader - You Decide | Guest: Steve Riddell

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Call Center Campus 2012 - Best Practices Roundup | Guest: Dee Buell

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Service to Sales: Providing Strategic Organizational Value | Guest: Russell Rossi

Discussion points: 1. Developing a strategic road map 2. Key strategies to excite your organization for change and growth 3. Importance of measuring results for success.
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Multi-Channel Management: Latest Learning On What To Measure & How | Guest: David Raia

“Call” centers are now “Contact” centers, with multiple channels a client can connect with you and your business. Special guest, David Raia, will be joining us as we examine this new world and discuss the following:
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Adding Sales to Your Customer Service Culture | Guest: Susan Wolski

Join host Bruce Belfiore, CEO, and Susan Wolski – TXU Energy, as they discuss adding sales to your customer service culture. Transitioning a call center from a typical “customer service” environment to a “sales” environment can be challenging. However, in ...
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Government Call Centers: Simple Adjustments for Better Service Levels! | Guest: Kimberly Parish Barrett

Join host Bruce Belfiore, CEO, and Kimberly Parish Barrett, Director, Florida Abuse Hotline, Department of Children and Families, as they discuss government call centers. Bruce and Kimblerly will discuss how simple operational adjustments can lead to improved ...
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BenchmarkPortal's New Multi-Channel Benchmark Survey | Guest: John Chatterley

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Workforce Management Meets Workforce Morale | Guest: Ed Poorbaugh

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Employee Training...Getting The Most Bang For Your Buck? | Guest: Susan McDonald Osborn

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Working Successfully with Generation Y | Guest: Kevin Childs

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Training - How it Sets the Atmosphere in a Contact Center | Guest: Fidel Ligsay

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Co-Browsing Technology for the Customer | Guest: Dusty Stanford

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