Guest Dr. Charles Fenzi and our host, Bruce Belfiore, author of Coronavirus and your Call Center: Don’t Panic – Plan and Prepare, which focuses on how to show true management leadership in the face of this crisis.
This special episode of CallTalk™ is dedicated to providing you information and advice that will make you better able to display, and develop, your management skills in a time of Coronavirus. Learn ways to protect your most precious assets - - your colleagues - - while serving your callers and keeping the corporate mission in mind.
Air Date: Thursday, March 12, 2020 - 10AM/PT
Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal
Guest Speaker: Dr. Charles Fenzi | Santa Barbara Neighborhood Clinics
Season: 11 | Episode Number: 3
Guest: Charles Fenzi | Santa Barbara Neighborhood Clinics
Dr. Charles Fenzi is the CEO and Chief Medical Officer for SB Neighborhood Clinics, a non-profit which provides medical and dental services for over 22,000 patients a year who cannot afford regular healthcare. Dr. Fenzi is on the front lines of local community preparedness for the COVID-19 (Coronavirus) epidemic, and will share his insights on how we as responsible managers should be thinking about responding appropriately to this challenge.
CallTalk Host: Bruce Belfiore | BenchmarkPortal
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.
CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.