CallTalk™ Radio Show | agent training

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

Mar 29, 2021 9:26:51 AM |

CallTalk Radio Show, Agent Turnover, Employee Training, agent training, CallTalk Season12

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 ...

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

Apr 13, 2020 10:24:04 PM |

CallTalk Radio Show, agent training, CallTalk Season 11, Back Office

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 ...

Agent Performance and Quality Training | Guest: Nancy Munro

Jul 25, 2019 12:43:37 PM |

CallTalk Radio Show, Agent Engagement, agent training, CallTalk Season 10, Agent Performance

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 ...

Agent Engagement & Empowerment | Guest: Maureen Lewandowski

Jan 15, 2018 3:42:55 PM |

CallTalk Radio Show, Call Center Training, Customer Service, agent training, CallTalk, training, CallTalk Season 9

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 ...

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

Dec 5, 2017 2:04:32 PM |

CallTalk Radio Show, Call Center Training, Customer Service, CallTalk Season 8, agent training, CallTalk, training

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 ...

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

Oct 18, 2017 9:44:41 AM |

CallTalk Radio Show, Call Center Training, Customer Service, CallTalk Season 8, agent training, CallTalk, training

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.

CallTalk™ Radio Show Archive

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

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

Agent Performance and Quality Training | Guest: Nancy Munro

Agent Engagement & Empowerment | Guest: Maureen Lewandowski

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

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

Articles & News

Improve Your Center

Compare Your Center

Excel With Training

Support & Tools

CallTalk™ Radio Show Archive

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

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

Agent Performance and Quality Training | Guest: Nancy Munro

Agent Engagement & Empowerment | Guest: Maureen Lewandowski

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

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

Join the Largest Community of Contact Center Professionals

Join the Largest Community of Contact Center Professionals

Articles & News

Improve Your Center

Compare Your Center

Excel With Training

Support & Tools

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