Digital CX in the Utilities Sector | Guest: Cary Cusumano and Sarah Simon

Digital CX is meant to provide a more effortless customer experience across multiple engagement channels. As the channels customers can use to interact with us multiply, customers demand a personalized, consistently positive customer experience as they ...
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CX + EX = Success | Guest: Robert Kobek

If you are measuring your customer experience and not measuring your employee experience you are missing a great opportunity to discover the gaps in critical issues like customer loyalty and employee loyalty. As the saying goes, if you don’t measure, you ...
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Emerging Best Practices for Recruiting and Training in the "New Normal" | Guest: Pam Roddy

Recruitment, Hiring and Training techniques during the Pandemic- the traditional models of in person recruitment and training are not feasible during COVID pandemic how can you successfully hire and train CSR in a street to seat manner
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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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