Air date: April 3rd, 2020
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Dec. 11, 2019 Being a manager in the contact center space can leave you feeling like you are all alone at the top. Join host Bruce Belfiore for this informative webinar that will delve into the hard lessons learned, along with insights and solutions that will ...
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November 12, 2019 Conversational AI is the talk of the industry, but concrete facts and figures about it are not easy to find. Attend this Webinar and hear how it's actually being done successfully. The presentation will include the latest research conducted ...
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August 28, 2019 The art of management includes being able to get into the heads and hearts of your employees. The new Generation Z (born after 1995) holds values and goals that you need to connect with to bring out their best. Our panel, led by Bruce Belfiore ...
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July 30, 2019 Nine out of ten contact center managers say agent engagement and performance is a major concern. AND Nine out of ten managers are not yet using the latest in agent engagement / gamification techniques. This Webinar will point you towards ...
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June 12, 2019 Supervisors are the key to every contact center. Knowing how to select, train and develop these mentors can make a huge difference in performance and morale. The presenters will provide insights, draw connections and explore solutions regarding ...
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Feb. 19, 2019 Some things have not changed since the airlines started QA in the call center of old...and some things have changed dramatically. This Webinar will provide insights, draw connections and explore solutions regarding this all-important function in ...
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Incentive compensation is one of the trickiest areas of contact center management. Bruce Belfiore will draw on research and case study experience to outline the possibilities and the potential pitfalls of incentive comp. When does "comprehensive" become ...
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Supervisors are the backbone of the contact center world. They are the first level of management and key to the acculturation, motivation and productivity of agents. They need mentoring and support from their superiors - support which is too often lacking. ...
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A gent turnover is a problem for many centers - and an expensive one at that. Bruce Belfiore will address ways to bring down your turnover and increase satisfaction, prod uctivity and loyalty in your work force. It will draw from BenchmarkPortal's landmark ...
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