Contact_Center_Insights

Join my conversation with Neal Dlin as we discuss how COVID has brought to light the mistreatment of "essential" frontline employees

Join me and Murphy Fraser as we discuss that a bad hire is not always the fault of the person being hired.

In this episode I speak to Melissa Copeland about how she is helping call centers undergo their digital transformation, many of which were pushed faster than they wanted due to COVID-19

In my conversation with Jeremy Watkin, we discuss how companies should always be calibrating their QA checklists and QA process to ensure they are measuring what is important to a good customer experience.

In this episode, Judy and I talk about how we have partnered up to add our ACES simulator to her proven LAMA technique for call center agents.

My guest Mark Wooley and I discuss how contact centers will manage the new mix of on-site or remote workers in the future.

My guest Mark Wooley and I discuss how contact centers will manage the new mix of on-site or remote workers in the future.

How many times has your contact center rep taken the heat for something they have no control over regarding your brand? Probably more than you can count. In this episode, I speak with Nick Zeisler, an expert at process improvement and the customer experience. We will examine how companies need to build a CX role that will bridge the gap between all phases of the customer journey.

How many times has your contact center rep taken the heat for something they have no control over regarding your brand? Probably more than you can count. In this episode, I speak with Nick Zeisler, an expert at process improvement and the customer experience. We will examine how companies need to build a CX role that will bridge the gap between all phases of the customer journey.

In this episode, Christa Heibel from CH Consulting Group joins in our discussion about how companies scrambled to go remote and are now rebuilding their human capital to support each other and customers.

In this episode, Christa Heibel from CH Consulting Group joins in our discussion about how companies scrambled to go remote and are now rebuilding their human capital to support each other and customers.

Join my discussion with Mark Brody, a long-time contact center consultant, to hear how contact centers had to quickly re-align their strategy to move all agents remotely.

Join my guest Mark Brody as we discuss how companies made changes as a result of moving contact centers remotely.

Join my discussion with Mark Brody, a long-time contact center consultant, to hear how contact centers had to quickly re-align their strategy to move all agents remotely.

Join my guest Mark Brody as we discuss how companies made changes as a result of moving contact centers remotely.

My guest Eric Sims is a Contact Center Outsourcing expert who specializes in business development, sales, customer engagement, employee retention, technology solutions and enhanced human operating systems. He currently serves as the Co-Founder and CEO of Leading Edge Connections, LLC. A revolutionary business approach to outsourcing contact center business that provisions solutions in such a way to keep their clients on the leading-edge of success.

My guest Eric Sims is a Contact Center Outsourcing expert who specializes in business development, sales, customer engagement, employee retention, technology solutions and enhanced human operating systems. He currently serves as the Co-Founder and CEO of Leading Edge Connections, LLC. A revolutionary business approach to outsourcing contact center business that provisions solutions in such a way to keep their clients on the leading-edge of success.

Tom Cardella, CEO of TLC Associates gives us some extremely wise and simple advice on how to treat your employees. Having owned and managed contact centers for over 30 years, his strategy of building contact centers in small rural towns has really paid off.

Tom Cardella, CEO of TLC Associates gives us some extremely wise and simple advice on how to treat your employees. Having owned and managed contact centers for over 30 years, his strategy of building contact centers in small rural towns has really paid off.

Rebecca Gibson is a tireless contact center advocate who believed passionate employees are a key to an engaged workplace and will make memorable experiences for their customers.

Rebecca Gibson is a tireless contact center advocate who believed passionate employees are a key to an engaged workplace and will make memorable experiences for their customers.

Jeffrey Stiles has 30 years of experience in the call centers primarily at State Farm. He now provides consulting services to small and medium-sized companies

Jeffrey Stiles has 30 years of experience in the call centers primarily at State Farm. He now provides consulting services to small and medium-sized companies

CEO Steve Bederman speaks to us about how his clients move to the cloud and the benefits they see as a result.

CEO Steve Bederman speaks to us about how his clients move to the cloud and the benefits they see as a result.

We have all had to sit through some vendor demo in the past. Kathleen shares with us what mishaps she has witnessed and how vendors can take fairly easy steps to prevent this.

We have all had to sit through some vendor demo in the past. Kathleen shares with us what mishaps she has witnessed and how vendors can take fairly easy steps to prevent this.

Michael Conti of CX Elements talks about the benefits of moving your contact center from on-premise to the cloud

Michael Conti of CX Elements talks about the benefits of moving your contact center from on-premise to the cloud

Josh Streets and I discuss the benefits of ensuring top leadership is involved in making any changes within your contact center to understand how any change can have a ripple effect across the company.

Josh Streets and I discuss the benefits of ensuring top leadership is involved in making any changes within your contact center to understand how any change can have a ripple effect across the company.

John J Ruby CEO of GCOM speaks to us about the benefits of using VisualCue in your contact center space. He gives a great example of how this type of product can reduce turnover, improve performance and increase agent engagement very quickly.

John J Ruby CEO of GCOM speaks to us about the benefits of using VisualCue in your contact center space. He gives a great example of how this type of product can reduce turnover, improve performance and increase agent engagement very quickly.

In this episode, Nancy speaks with Michele Rowan about the benefits of setting up a work from home team.

In this episode, Nancy speaks to Brian Flagg about how to use Maturity Models to improve the performance of your contact center

In this episode, Nancy speaks with Michele Rowan about the benefits of setting up a work from home team.

In this episode, Nancy speaks to Brian Flagg about how to use Maturity Models to improve the performance of your contact center

In this episode, I speak to Scott Sacks President of SJS LLC, about what technology trends contact centers are challenged with.

In this episode, I speak to Scott Sacks President of SJS LLC, about what technology trends contact centers are challenged with.

In this episode, Nancy speaks to executive recruiter Pat Calvert about how companies can attract and retain their top call center talent.

In this episode, Nancy speaks to executive recruiter Pat Calvert about how companies can attract and retain their top call center talent.

In this episode, Nate Brown speaks to us about how to assess the mix of personalities and skills on your CX team and how organizations like T-Mobile took a hard look to identify the gaps in order to make a well-rounded team with the right skills for your customers.

In this episode, Nate Brown speaks to us about how to assess the mix of personalities and skills on your CX team and how organizations like T-Mobile took a hard look to identify the gaps in order to make a well-rounded team with the right skills for your customers.

Have you thought of transforming your contact center into a profit center? If not then you may change your mind after listening to Linda Ruffenbach from Glow Touch. She paints a great picture as to why this is a very strategic direction your support center may want to explore.

Have you thought of transforming your contact center into a profit center? If not then you may change your mind after listening to Linda Ruffenbach from Glow Touch. She paints a great picture as to why this is a very strategic direction your support center may want to explore.

Michael Pace Founder of The Pace of Service and the Northeast Contact Center Forum, speaks to us about the five primary steps organizations should take in order to add support and customer contact to your social media channels. One take-away you won’t want to forget is the key element in interacting with customers in these channels is acknowledgment.

In this episode, I speak with Sue Duris Director of Marketing and Customer Experience at M4 Communications. She has years of experience working with clients to help them develop their customer journeys and to truly understand how to best serve and keep customers.

Michael Pace Founder of The Pace of Service and the Northeast Contact Center Forum, speaks to us about the five primary steps organizations should take in order to add support and customer contact to your social media channels. One take-away you won’t want to forget is the key element in interacting with customers in these channels is acknowledgment.

In this episode, I speak with Sue Duris Director of Marketing and Customer Experience at M4 Communications. She has years of experience working with clients to help them develop their customer journeys and to truly understand how to best serve and keep customers.

Mark Brody of Brohawk Solutions speaks to about how companies should flip the hiring process upside down. Mark has over 25 years of experience working in contact centers and provides some great examples of how companies can align their core values and customer experiences to who they hire.

Mark Brody of Brohawk Solutions speaks to about how companies should flip the hiring process upside down. Mark has over 25 years of experience working in contact centers and provides some great examples of how companies can align their core values and customer experiences to who they hire.