Contact_Center_Insights

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Contact Center Insights provides content from executives who have knowledge and experience managing contact centers.

Nancy Munro


    • Oct 7, 2021 LATEST EPISODE
    • monthly NEW EPISODES
    • 30m AVG DURATION
    • 63 EPISODES


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    Latest episodes from Contact_Center_Insights

    How COVID Has impacted Our Mistreatment of Frontline Emp

    Play Episode Listen Later Oct 7, 2021 28:46


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

    The Costs of a Bad Hire

    Play Episode Listen Later Jul 29, 2021 31:30


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

    How to Manage your Digital Transformation

    Play Episode Listen Later Jul 8, 2021 31:12


    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

    How to Evaluate your QA Scorecard

    Play Episode Listen Later Apr 7, 2021 31:22


    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.

    Judy McKee and the LAMA Technique

    Play Episode Listen Later Mar 18, 2021 31:50


    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.

    Blurring the Lines of Remote and at Home Workers

    Play Episode Listen Later Feb 4, 2021 32:20


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

    Blurring the Lines of Remote and at Home Workers

    Play Episode Listen Later Feb 4, 2021 32:20


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

    The Impact of the Full Customer Journey

    Play Episode Listen Later Jan 4, 2021 30:38


    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.

    The Impact of the Full Customer Journey

    Play Episode Listen Later Jan 4, 2021 30:38


    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.

    Year in Review

    Play Episode Listen Later Dec 21, 2020 30:58


    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.

    Year in Review

    Play Episode Listen Later Dec 21, 2020 30:58


    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.

    The Year of the Great Pivot

    Play Episode Listen Later Dec 7, 2020 31:26


    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.

    pivot mark brody
    Year of the Pivot

    Play Episode Listen Later Dec 7, 2020 31:26


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

    pivot mark brody
    The Year of the Great Pivot

    Play Episode Listen Later Dec 7, 2020 31:26


    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.

    pivot mark brody
    Year of the Pivot

    Play Episode Listen Later Dec 7, 2020 31:26


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

    pivot mark brody
    Benefits of Outsourcing to support you during COVID-19

    Play Episode Listen Later Dec 1, 2020 31:56


    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.

    Benefits of Outsourcing to support you during COVID-19

    Play Episode Listen Later Dec 1, 2020 31:56


    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.

    Leading with Common Sense

    Play Episode Listen Later Oct 8, 2020 29:17


    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.

    Leading with Common Sense

    Play Episode Listen Later Oct 8, 2020 29:17


    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.

    Getting the Most Out of the Frontline Employee

    Play Episode Listen Later Sep 25, 2020 32:21


    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.

    Getting the Most Out of the Frontline Employee

    Play Episode Listen Later Sep 25, 2020 32:21


    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.

    Getting the Best Out of Your Employees

    Play Episode Listen Later Jul 31, 2020 31:45


    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

    Getting the Best Out of Your Employees

    Play Episode Listen Later Jul 31, 2020 31:45


    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

    Moving to the Cloud

    Play Episode Listen Later May 28, 2020 32:06


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

    Moving to the Cloud

    Play Episode Listen Later May 28, 2020 32:06


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

    Teaching Vendors How to Listen

    Play Episode Listen Later Feb 3, 2020 27:17


    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.

    Teaching Vendors How to Listen

    Play Episode Listen Later Feb 2, 2020 27:17


    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.

    Making the Transition to the Cloud

    Play Episode Listen Later Nov 25, 2019 31:03


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

    Making the Transition to the Cloud

    Play Episode Listen Later Nov 25, 2019 31:03


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

    A holistic view of contact center strategies

    Play Episode Listen Later Nov 21, 2019 30:37


    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.

    A holistic view of contact center strategies

    Play Episode Listen Later Nov 21, 2019 30:37


    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.

    Benefits of Using Visualization and Gaming Tools

    Play Episode Listen Later Oct 17, 2019 29:41


    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.

    Benefits of Using Visualization and Gaming Tools

    Play Episode Listen Later Oct 17, 2019 29:41


    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.

    Building Work From Home Team

    Play Episode Listen Later Jul 25, 2019 32:02


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

    How to Use Maturity Models

    Play Episode Listen Later Jul 25, 2019 29:59


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

    Building Work From Home Team

    Play Episode Listen Later Jul 25, 2019 32:02


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

    How to Use Maturity Models

    Play Episode Listen Later Jul 25, 2019 29:59


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

    Top Technologies Contact Centers Should be Considering

    Play Episode Listen Later Jul 17, 2019 31:25


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

    Top Technologies Contact Centers Should be Considering

    Play Episode Listen Later Jul 17, 2019 31:25


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

    How to Hire and Retain Your top Talent

    Play Episode Listen Later Jul 3, 2019 29:20


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

    How to Hire and Retain Your top Talent

    Play Episode Listen Later Jul 3, 2019 29:20


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

    Your CX Personality - Finding the Gaps

    Play Episode Listen Later Apr 7, 2019 30:03


    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.

    Your CX Personality - Finding the Gaps

    Play Episode Listen Later Apr 7, 2019 30:03


    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.

    Transforming tech support to a revenue channel

    Play Episode Listen Later Feb 14, 2019 27:53


    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.

    Transforming tech support to a revenue channel

    Play Episode Listen Later Feb 14, 2019 27:53


    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.

    Setting up a Social Support Channel

    Play Episode Listen Later Jan 17, 2019 31:58


    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.

    The Disconnection Between the CX Role and the Contact Center

    Play Episode Listen Later Jan 17, 2019 29:15


    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.

    Setting up a Social Support Channel

    Play Episode Listen Later Jan 16, 2019 31:58


    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.

    The Disconnection Between the CX Role and the Contact Center

    Play Episode Listen Later Jan 16, 2019 29:15


    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.

    How Who You Hire Impacts customer Retention

    Play Episode Listen Later Nov 21, 2018 30:34


    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.

    How Who You Hire Impacts customer Retention

    Play Episode Listen Later Nov 21, 2018 30:34


    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.

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