CallTalk™ Radio Show | Work Environment

Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan

Mar 26, 2024 12:24:15 PM |

CallTalk Radio Show, Workforce Management, Best Practices, Customer Feedback, Work Environment, Remote Work

Remote and hybrid work are not new to contact centers, but getting really good at it on scale and for the long haul, is quite new. How are organizations retaining the best talent once hired, and how are they bringing people into culture folds quickly, while ...

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

Nov 10, 2020 2:38:10 PM |

CallTalk Radio Show, Recruiting, Hiring, Work Environment, training, CallTalk Season 11, Remote Work

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 ...

CX + EX = Success | Guest: Robert Kobek

Oct 13, 2020 8:12:36 AM |

CallTalk Radio Show, Recruiting, Hiring, Work Environment, training, CallTalk Season 11, Remote Work

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 ...

Emerging Best Practices for Recruiting and Training in the "New Normal" | Guest: Pam Roddy

Sep 23, 2020 10:40:45 AM |

CallTalk Radio Show, Recruiting, Hiring, Work Environment, training, CallTalk Season 11, Remote Work

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

Pivoting from Office to Remote – Making it Work | Guest: Fabrice Martin

Aug 4, 2020 12:02:06 PM |

CallTalk Radio Show, Work Environment, CallTalk Season 11, Remote Work

Shifting to remote call centers due to COVID-19 is not simply flipping a switch. Plus, for those who decide to remain remote, the challenge of providing superior customer experiences on a consistent, long-term basis is often daunting. Industry expert Fabrice ...

Workforce Management: New Insights From a Seasoned Veteran | Guest: Rick Seeley

Nov 12, 2018 1:43:30 PM |

CallTalk Radio Show, Workforce Management, Work Environment, CallTalk, CallTalk Season 9, WFM

Workforce Management is both science and art. Hear the voice of experience as Rick Lee, Workforce Manager for Convergys, is interviewed by host Bruce Belfiore on his WFM best practices tips. Practitioners who are looking for a deeper level of WFM insight ...

CallTalk™ Radio Show Archive

Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan

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

CX + EX = Success | Guest: Robert Kobek

Emerging Best Practices for Recruiting and Training in the "New Normal" | Guest: Pam Roddy

Pivoting from Office to Remote – Making it Work | Guest: Fabrice Martin

Workforce Management: New Insights From a Seasoned Veteran | Guest: Rick Seeley

Articles & News

Improve Your Center

Compare Your Center

Excel With Training

Support & Tools

CallTalk™ Radio Show Archive

Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan

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

CX + EX = Success | Guest: Robert Kobek

Emerging Best Practices for Recruiting and Training in the "New Normal" | Guest: Pam Roddy

Pivoting from Office to Remote – Making it Work | Guest: Fabrice Martin

Workforce Management: New Insights From a Seasoned Veteran | Guest: Rick Seeley

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