Podcasts about call center agent

In this episode, Becky Brashaw speaks with Jeremy and Marisol about the journey from temporary Call Center Agent to Contract Manager. While some might see the call center as a jumping-off point, Becky saw it as a place where she would build a career and make a difference. In her current position as a Contract Manager, Becky is described as a traffic controller; navigating contracts between multiple sources to achieve an outcome everyone is happy with. Becky speaks at length about how proud she is to work for a company whose Mission parallels her values. As a recent graduate of the Rochat School of Business, she has seen the Mission in action and believes it truly fulfills the needs of many.

In dieser Kurzepisode möchte Euch Danijel mal wieder was auf die Ohren geben. Denn er hat mal wieder in einen Podcast reingehört. "Call me Günther", eine Proudktion von Deutschlandfunk und ORF zeichnet die Recherch zu einem millionenschweren Betrugssystem nach. Vermeintliche Finanzberater überreden Menschen dazu immer mehr Geld in Aktien, Cryptowährungen oder andere Finanzportfolios zu stecken, die angeblich in Rekordzeit unglaubliche Gewinne abwerfen. Wenn die Kunden ihr Geld dann aber sehen wollen, wird die Sache meist kompliziert. Denn die wenigstens von ihnen ahnen, das am anderen Ende der Leitung kein Finanz-Fachmann sitzt, sondern ein Call-Center-Agent aus dem Kosovo. https://www.hoerspielundfeature.de/call-me-guenther-100.html

Q: Why is this the job of a Call Center Agent a job no one wants? A: 2 reasons. 1. Agents call people; and people don't want to be called. 2. People have to call companies because something in their life isn't working properly and there is an issue that they are already frustrated with. Today Jakob Mattice welcomes Jacob Shields to talk about improving the call center agent role . If the agent is even remotely the kind of human who takes another person's frustration and anger personally, the agent is going to be on the receiving end of a lot of negativity. [ 8:01 - 8:49 ] Call Center Agents who are passionate about helping people want to work for a company who supports them in being able to make customers happy. [ 11:24 - 12:39 ]We've said it before and we'll say it again; Happy cows make happy milk. So if we're really serious about the emotional wellbeing or our agents this is what we need to do. When an agent has a tough call send them out for a walk and a chat with someone who can hear them out. [ 17:59 - 20:16 ] Your front line staff is very important. You have to talk to them. If you don't understand the root of the problem get used to high turnover. How many leaders have called into their own companies? Be the customer and see what it's like to talk to your support team. Can we use that experience to figure out ways to help the agents? [ 21:44 - 23:10 ] Try something new, course correct, and try something new again. After about 3 months the agents start speaking up about their ideas to improve the call center. We are defying physics and allowing influence to trickle up instead of only trickling down. We're championing servant leadership and challenging all business management to go visit their own call center, learn the job and take some calls. To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

One of the best ways we have been able to create stars in our contact center is by doing a weekly 15-minute agent review with our contact center agents.  In this episode, we give you the five detailed steps in creating this in your contact center.ReviewAddressGoal PlanningProgressionDocumentingIf you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.Please check us out at expiviausa.com, or email us at info@expivia.net!Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

Don't get me wrong. Keeping faith and manifesting work BUT unfortunately it's not enough. With her unwavering faith as her guide, Eloi was able to make one of her dreams a reality simply by not waiting for it to happen. How? By taking action. So listen to this episode to see a different side to Eloi as she bares it, fears and all, to share with us how she's able to build her agency, and eventually become the mentor she was meant to be through ValuePod Productions' Mentoring Program and The ValuePODcast Show. About the Guest: Eloisa Almonicido is the empowered "Tyang" of today's thriving podcast management service industry. Her main purpose is to turn Filipinos into indispensable podcast managers or podcast agency owners in order to change their lives for the better. Why you've got to check out today's episode: Discover how freelancing is a realistic career choice, in addition to foreign and local employment Understand how podcast skills are related to one another Find out about the deadly combo you can use to get the results you want Check out these episode highlights: (02:53) - Who Tyang Eloi was before she entered the podcast industry (04:06) - How she ended up working as a call center agent for 7 years (05:15) - The major reason why she left her call center job (06:53) - Learning freelancing from Jomar Hilario and Natasha Rivera (08:31) - How she pursued podcast service as a long-term career (10:35) - How she started doing it by herself (14:08) - The real definition of a premium client and the types of clients she has (17:11) - Eating rejections for breakfast, lunch, and dinner (20:23) - How ValuePod Productions started (26:29) - The ValuePod Bootcamp 1, 2, and 3 (30:38) - Podcast service industry for military members and their family (36:34) - Her goals and aspirations for the next 3 years (37:53) - Her message to military moms, spouses, and veterans on how to find themselves so they can figure out what to do next with their career (40:56) - What is next for ValuePod Productions Connect with Eloisa Almonicido - Co-founder of ValuePod Productions and Podcast VA School by ValuePOD: Join Podcast VA School by ValuePOD Follow ValuePod Productions Connect with Tsang Eloi Connect with Mami Redj: https://facebook.com/mamiredjpodcast/ Do you want to hear more stories about military families? This is the podcast for you. You can listen to it wherever you are, and it's completely free. Subscribe to our podcast on Spotify today. DISCLAIMER: The views and opinions expressed on this podcast are those of the host and guests, and do not reflect the views, positions, and opinions of the U.S. Military, its Foreign Counterparts, and/or other entities they represent.

Looking for a great-paying work-from-home opportunity? Try being an inbound call center agent today! Apply to Northern Systems and get paid $10 to $18/hour! Learn more at https://www.virtualworkapplication.com (https://www.virtualworkapplication.com)

Sumapit na ang ika-21 kaarawan ni Tom at ito ang masasabi niyang napakasayang araw ng kanyang buhay. Bukod sa may trabaho na siya, tila mabibiyayaan pa siya ng 'lovelife'. Ayos na sana ang lahat subalit biglang sumagi sa kanyang isipan ang isang nakapanghi-hilakbot na sumpa ng kanyang lahing pinagmulan. Malalabanan kaya niya? Ang episode na ito ay inihango sa isang tunay na 'aswang story'. *** DISCLAIMER: This podcast episode is based on or is inspired by true events. Unless otherwise indicated, all the names, characters, businesses, places, events and incidents in this podcast are either the product of the podcast creators' imagination or used in a fictitious manner. Any resemblance to actual persons, living or dead, or actual events is purely coincidental. --- Send in a voice message: https://anchor.fm/hilakbot-tv/message

Meister Heller und sein Coronackl – Folge 85 ist da, juhu juhu! Am Klieister kleben geblieben und schon sagt die Mühle, Gude. Ein herzliches Hoffreunde-Danke an die Paarungszeit der Rebhühner. Mon Bleau. Call-Center-Agent geht mir uff die Zeil: Spargel-Pipi-Alarm mit oder ohne Rassel. Wichtig: Die Schniekey-Oma aus Naum klaut Sitzkisse im Rollkrage-Pulli. Live übertragen von GudeTV. Meister Heller und sein Coronackl – Folge 85 ist da, juhu juhu!

What's the first step to offering the human element to service? Investing in your human employees.   Contact centers play a crucial role in a customer's experience. Building a customer-centric company starts by empowering agents to provide excellent service, says Tom Goodmanson, President & CEO of Calabrio.  The past two years of a pandemic have been hard on everyone, but contact center agents especially feel the stress. New research from Calabrio found that 96% of contact center agents feel stressed weekly while also taking more calls than ever before. That work stress, added to adjusting their work schedules and managing the personal stress of the pandemic, dramatically impacts customer service. When companies have the tools to reduce employee stress and improve the agent experience, it helps drive better customer behavior.  “If the agent is taken care of, the end customer will win,” Goodmanson says.  He says one way to relieve stress is to consolidate the information agents use. In recent years, companies have moved towards empowering agents with customer data and real-time alerts, but each one of those alerts is on its own screen. Calabrio found that the typical agent has 7 to 10 screens open at any time, which can be overwhelming. It's difficult for agents to offer personalized, human service to customers when they are distracted by moving between numerous screens. Empowering agents with data is a good step, but consolidating that information to a single screen can significantly lower agent stress and improve the customer experience.  Leaders have to be aware of what's happening in the contact center to provide a great experience for agents and customers. Goodmanson follows his dad's old saying of “Show up and pay attention, and you might learn something.” When leaders spend time in the contact center, they can better understand their people, including how to support employees and reach customers.  Customer-centric companies listen to their customers to provide relevant, personalized service. And that happens with contact center agents empowered with streamlined technology, not stressed from outdated systems. When employees have the tools and technology they need to succeed, they can focus on the human element of customer experience and continually build customer-centricity. *Sponsored by Calabrio ________ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here.  Join the new Customer Experience Community here.

Hawu. It's not even 2022 properly yet and a call center agent tries her luck selling stuff. We haven't even paid for Dezemba bills! So. I had a choice: end the call quickly or have a bit of fun. I decided to have fun. Because, YOLO.Enjoy!

Welcome to another episode of the Digitally Irresistible podcast. Today's guest is Gladys Rodinas, Supervisor Operations in Talisay, Philippines. Gladys has had an inspiring journey in her iQor career in just a few short years starting as a call center agent.   Whether you watch the video or listen to the podcast, you'll discover that her story includes graduating from the award-winning iQor sQholar program. Gladys also won a very prestigious award, took a memorable trip and she is now in her dream job at iQor. Let's start her story at the beginning.   Gladys was attracted to apply for a call center agent position at iQor in 2017 because she was ready for a new challenge in her young BPO career. She was hired by iQor into an agent role and immediately faced the challenge of living in a new city, not knowing anyone as well as being in a new job.   Gladys says that she is a risk taker and taking on this new challenge was exciting for her. She adjusted quickly to her new home, made friends quickly and poured herself into being the best call center agent she could be.   Gladys became aware of the sQholar program, which is part of iQor University. The sQholar program is an online training academy for agents who want to advance their skills in order to move into leadership roles. Agents apply to the program. Once accepted, agents are given six months to complete the program while they meet the responsibilities of their full time position as an agent.   Gladys says that going through the sQholar program required discipline and time management. The program completion has a six-month deadline which must be achieved in order to graduate. She points out that working through the program allowed her to make new friends, which is an added benefit of investing herself in this program.   The sQholar program equips agents for leadership roles. Upon graduation doors began to open for Gladys. She moved into an Apprentice Supervisor role where she leveraged the skills she acquired in the program.   Just prior to moving into the Apprentice Supervisor role, Gladys was recognized in 2019 as an Agent of the Year (AoY) at the Talisay site in the Philippines. This prestigious recognition included a trip to Orlando, Florida with eight of her colleagues. Gladys was in Florida for eight days, spending time at Disney World and Universal Studios taking in all the rides and attractions. She had a blast! Additionally, she and her AoY friends also met several of iQor's senior executives and even attended a Town Hall event in person. Overall, this trip (which took place pre-pandemic) was very memorable for Gladys and her colleagues.   Upon return from her trip to Florida, Gladys moved into an Ambassador role where she regularly meets with agents to coach and inspire them to be their best to deliver a great customer experience.   When I asked her advice for new agents, Gladys says to love what you do and surround yourself with amazing people. She is very enthusiastic about the career opportunities at iQor and wants to encourage everyone to work hard, pay close attention to achieving your target metrics, enjoy yourself, make new friends and take full advantage of the resources iQor provides to agents to grow in your career.   When she's not working, Gladys likes to hang out with friends, go to the gym and read books.   I'm inspired by Gladys. Her smile and her attitude are contagious. She inspires everyone who comes into contact with her. I hope you're inspired now to work hard, make new friends and take advantage of the resources available to you.   Discover the career opportunities available at iQor here.   Watch the video here. Read the blog post here. 

Our featured guest on this episode is Maria Cristina Castro, also known as Strawberry Castro. We began our conversation with the back story on her nickname, Strawberry. We learned that her given name is widespread in the Philippines, and when her sister gave her the nickname Strawberry in their childhood, it stuck. Strawberry has a remarkable career journey in just five years at iQor, which began as a call center agent.    She joined iQor in 2016 with two friends from another BPO. Her previous BPO employer was downsizing an account, which motivated her and her friends to look for new opportunities. She heard from other friends that iQor was recruiting in her area in the Philippines, offering attractive packages for experienced agents. She researched the company, and all three of them applied for jobs. All three got hired as call center agents and are still with iQor five years later.     Strawberry excelled in her first role at iQor as a call center agent delivering customer care. She was in this role only for nine months. She admits that it was a different experience than what she was used to. The account she supported had an extroverted personality. She had fun learning and adapting to the client while absorbing the culture of iQor. She quickly points out that both the account and iQor had a lot of energy and passion, which appealed to her very much.     After nine months in the call center agent role, and with a lot of mentoring and coaching from supervisors and peers, Strawberry was promoted to Subject Matter Expert (SME). A SME is a “walking Google” (her words) that helps agents handle calls. Strawberry had mastered the personality of the client's brand and the customer service issues, enabling her to be an effective SME. Her managers started developing her for the next role. With mentoring, she was promoted again, this time to supervisor apprentice.      Now, Strawberry managed her own teams, monitored performance, and served as a mentor to agents. By this time, she was very motivated to continue her career journey at iQor in leadership roles.     She entered the sQholar program, which is part of iQor University. Its purpose is to develop call center employees into leadership potential. The sQholar program is comprised of online courses and live classes designed to help agents become leaders. She says it was a fantastic experience. The program requires employees to complete the training in a six-month timeframe plus an entire week of leadership training. This experience was very instrumental in preparing her for a leadership role.      However, she didn't complete the sQholar program within six months, which was a temporary setback for Strawberry. She was removed from the apprentice program, and she returned to the SME role.      While Strawberry was disappointed in herself for not completing the program in time, she reflected on what she had learned and regrouped with her mentors and coaches. Her support system was solid. They encouraged her to assert herself, and she planned her next career step at iQor.     Strawberry volunteered to host a year-end party to showcase her skills and to get exposure. It paid off. Hosting the event gave her visibility with other departments, displayed her skills, and quickly gave back her confidence.    She returned to the sQholar program and completed it on time, graduating with honors! Then the door opened for an opportunity to become a trainer. She spoke with her mentors, got their advice, and applied for a trainer role. And she got the job! She was ecstatic to join the training team, where she went through the trainer certification program. She became certified in level one and has also completed level two. She is currently in level three of the train-the-trainer program. Not surprisingly, Strawberry has stepped up and proved to be an effective trainer.    At the time of this podcast publishing, she is a training manager handling frontline leadership development at her site in Talisay, Philippines.    Strawberry's story is inspiring because she didn't allow a setback to derail her career journey at iQor. Instead, she double-downed on her strengths and, with guidance from her mentors, put an action plan in place for her next career step at iQor.    Her advice to anyone considering joining iQor is to be open to learning. Learning is what she attributes her success to, along with having access to mentors. She encourages others to leverage their previous experience. And never stop learning for fun. Strawberry enjoys spending time with her two sisters and her teenage son going shopping, relaxing at the beach, and taking food trips. She and her son share a love for rock music and fantasy adventure too.     Learn more about iQor digital customer experience capabilities.    Read the show notes here. Watch the video here.  

008- Roanne Garcia From a Call Center Agent To a Successful Virtual Team Leader Living in Canada.Roanne Garcia Virtual Team Leader, Canada OT– Hire A Millennial Virtual Assistant Podcast with Karen Po and John Marzan Episode 008Roanne Garcia has graduated as a Hotel and Restaurant Management here in the Philippines. She started working in the corporate world at the age of 18. She works in different big companies as a Call Center Agent. From that experience, Roanne was able to learn how to enjoy work and being in a team, As an experienced Customer Service Representative and a Team Leader, Roanne became an expert on Handling any kind of Situation dealing with any clients from different industries. Roanne Garcia has 10 years of experience in Business Process Outsourcing. she started working from home from since 2016 and even worked as a business development manager in the previous company she worked for. At present, Roanne is Living in Canada with her family and still working at home as a Team Leader for a Real Estate Company in the US. On this episode, Roanne shared how she struggled a lot when she was just starting as a Virtual Assistant – from not having the means to pay for internet and getting her own laptop, that didn't stop her to pursue her career.  Being a Virtual Assistant for nearly a decade, she has been really successful with her career – have a listen to Roanne's story.Here are some of the beneficial topics covered on this week's show:How Roanne started her career as a Virtual Assistant What has changed when she started her career as a virtual assistantStruggles she faced to becoming a Virtual AssistantBenefits of hiring a Virtual AssistantBest advice to all aspiring Virtual Assistants Connect with Roanne at:www.vaflix.comEmail: support@vaflix.comCall: +1 323 955 1001

001 - Catherine Artates, From a Call Center Agent to a Virtual Assistant and Operations Manager– Hire A Millennial Virtual Assistant Podcast with Karen Po and John Marzan Episode 001 Catherine ArtatesCatherine Artates is truly passionate about meeting random people having to share the same sentiments not realizing they are on the other side of the world. Still always amazed when you hear how you've helped even just for a very simple task that you've made. The best training ground is your life experiences where you will have the urge of lending a hand with simple things that you can do. Choosing the most amazing people who can influence and make bring out the best in you. She has been working as a Call Centre Agent (Customer Service Representative) for Big Companies such as DirecTV, Xbox, Zune and eBay with almost all of her life, she has found the success and the passion to work when she transitioned from working in a call centre setup to helping Business Owners and Entrepreneurs in the US.Listen to this fabulous episode with Catherine Artates about her Journey from being a customer service representative to a successful Virtual Assistant and an operations Manager.Here are some of the beneficial topics covered on this week's show:●     Why Virtual Assistants have helped her grow professionally and personally.●     What struggles she has experienced from working corporate to working from home●     How the pandemic helped the Virtual Assistants to be in demand in the online industry.●     How Catherine Artates Changed her life in being a successful Virtual Assistant.●     Tips and Tricks to start your Virtual Assistant JourneyConnect with Catherine: www.vaflix.comEmail: support@vaflix.com

Outsourcing podcast Get the full show notes for this outsourcing podcast here: outsourceaccelerator.com/330   Virtual Workforce Professionals Derek Gallimore talks with Leif Brian Margallo, founder and CEO of Virtual Workforce Professionals (VWP). One of the most successful agencies in UpWork, the company offers world-class virtual assistant and telemarketing services for clients in the US, Canada, UK, and Australia. Started as a call center agent, Leif started VWP right when he ventured into freelancing. In this episode, Derek and Leif will discuss how he started his career in the BPO industry, the company's humble beginnings, and its continuous growth.   References: Virtual Workforce Professionals Email: Brian@virtualworkforcepro.com Outsource Accelerator   Start Outsourcing Outsource Accelerator can help you transform your business with outsourcing. Get in touch now, or use one of the resources below.   Business Process Outsourcing Get a Free Quote - Connect with 3 verified outsourcing experts & see how outsourcing can transform your business Book a Discovery Call - See how Outsource Accelerator can help you enhance your company's innovation and growth with outsourcing The Top 40 BPOs - We have compiled this review of the most notable 40 Business Process Outsourcing companies in the Philippines Outsourcing Calculator - This tool provides you with invaluable insight into the potential savings outsourcing can do for your business Outsourcing Salary Guide - Access the comprehensive guide to payroll salary compensation, benefits, and allowances in the Philippines Outsourcing Accelerator Podcast - Subscribe and listen to the world's leading outsourcing podcast, hosted by Derek Gallimore Payoneer - The leading global B2B payment solution for the outsourcing industry   About Outsource Accelerator Outsource Accelerator is the world’s leading outsourcing marketplace and advisory. We offer the full spectrum of services, from light advisory and vendor brokerage, though to full implementation and fully-managed solutions. We service companies of all sectors, and all sizes, spanning all departmental verticals. Outsource Accelerator’s unique approach to outsourcing enables our clients to build the best teams, access most flexible solutions, and generate the best results possible. Our unrivaled sector knowledge and market reach means that you get the best terms and results possible, at the best ALL-IN market-leading price - guaranteed.   About Derek Gallimore Derek’s blend of extensive international business and travel experience means that outsourcing came relatively naturally to him. Derek has been in business for over 20 years, outsourcing for over seven years, and has lived in Manila, Philippines – the world’s outsourcing capital – for over five years. Outsourcing is one of the biggest game-changing opportunities presenting both business, and the world today! Derek is passionate about spreading this message and encourages as many people to properly investigate the possibilities. Book a call with the OA team now -> https://www.outsourceaccelerator.com/meet-consult/

Jeder weiß, Opa Klaus spinnt einfach dass allerbeste Seemannsgarn! Die heutige Spindel handelt unter anderem von seinen düsteren Machenschaften in den illegalen Callcentern seiner Jugend, über die er armen Ommas und Behinderten die letzten Pfennige aus den löchrigen Taschen gelogen hat. Alles nur, um die Quote zu schaffen und dann die dicke Provision einzustreichen! Unerhört, dieser schlechte Abklatsch eines Möchtegernmanagers!! Zu Ihrer Information muss ich Ihnen nebenbei noch mitteilen, dass mein Chef mithört und das Gespräch zu Studienzwecken aufgezeichnet wird. Sollten Sie etwas dagegen haben, drücken Sie jetzt bitte die drei und sprechen Sie nach dem Signalton laut und deutlich Ihre Kreditkartennummer samt Prüfziffer aufs Band. Schönen Dank und schönen Gruß!

Each of us has different reasons for doing what we're doing. But I'm sure our family will always be part of it. Agree? Just like our JasSuccess guest who went from being a call center agent to a virtual assistant because... "My sincere desire to help my family." She's new to freelancing, 4 months to be exact. But she's committed to make this work. And she's generous enough to share her journey and her secret to getting clients. If you're still looking for your first client or you feel lost on what to do next... Join us this Wednesday, March 24 in our JasSuccess at 4:30 pm.

Lokführer, Call-Center-Agent, Lagerarbeiter, Produktionshelfer, Abiturient, BWL-Student, Webentwickler, Lead-Entwickler, Freelancer. So lässt sich der Werdegang von Thomas auflisten. Und das in der genannten Reihenfolge. Vom scheinbar unmotivierbaren Realschüler zum sich durchbeißenden Lead-Entwickler und Freelancer. Das man für seinen Traumjob erstmal ein paar andere Dinge ausprobieren kann und es trotzdem nie zu spät ist zum Durchstarten erklärt Thomas in diesem Podcast. Video zum Podcast: https://youtu.be/xzVT9JxLd3A ========COMMUNITY======== Discord | https://discord.gg/hx4QzqW7GE LinkedIn | https://www.linkedin.com/in/nathaniel-idahosa/ Instagram | https://www.instagram.com/_codestories Twitter | https://twitter.com/_codestories Xing | https://www.xing.com/profile/Nathaniel_Idahosa/

Who would have thought that a simple chat from a friend would change someone's life? Alona got introduced to freelancing because of it. She's a former OFW. An ex-call center agent. And now enjoys spending time with her family, while still providing for their needs. But of course, it doesn't come without any challenges. She'll share with us her journey — how she got her first client, how she got dumped, lost her Top Rated badge, and what she did to get back to the groove.

A Call Center Agent from the Philippines got caught stealing Switch games, and this was journaled by ABS-CBN News. Stealing might not be your calling, but instead listen to episode 9.28 of your daily dose of pinoy gaming news. Ur listening to Lite Control

Undercover in einem kleinen Hotel in Budapest machen die Jungs Bekanntschaft mit englischen Gangs und einem Predator. Natürlich sind sie mächtig angepisst und reißen alles in Stücke, was sie in die Hände bekommen. Ein kleiner Krake und ein Call Center Agent stehen ihnen dabei hilfreich zur Seite. Facebook: https://facebook.de/ungeschnittenpodcast Youtube: https://www.youtube.com/channel/UCucZBBmI-8ki74cmV9oITnQ?view_as=subscriber Itunes: https://podcasts.apple.com/au/podcast/ungeschnitten/id1498672841 Instagram: https://instagram.com/ungeschnitten_podcast

Do you want to monitor call-center employee performance in Splunk? We all know Splunk does a great job with web logs and IoT devices, but could it be used to provide a meaningful Scorecard for 3000+ employees and their management? We think it can, and we would like to share our successful implementation of a Splunk Employee Metrics Dashboard. Some of the concepts include: data preparation, summary indexes, tokens, custom CSS and JavaScript, drilldowns to the details, security, and more! Speaker(s) Jeremy Lemley, Lead Operations Analyst, CenturyLink Russ White, Operations Analyst II, CenturyLink Slides PDF link - https://conf.splunk.com/files/2019/slides/BA1959.pdf?podcast=1577146223 Product: Splunk Enterprise Track: Business Analytics Level: Advanced

Do you want to monitor call-center employee performance in Splunk? We all know Splunk does a great job with web logs and IoT devices, but could it be used to provide a meaningful Scorecard for 3000+ employees and their management? We think it can, and we would like to share our successful implementation of a Splunk Employee Metrics Dashboard. Some of the concepts include: data preparation, summary indexes, tokens, custom CSS and JavaScript, drilldowns to the details, security, and more! Speaker(s) Jeremy Lemley, Lead Operations Analyst, CenturyLink Russ White, Operations Analyst II, CenturyLink Slides PDF link - https://conf.splunk.com/files/2019/slides/BA1959.pdf?podcast=1577146196 Product: Splunk Enterprise Track: Business Analytics Level: Advanced

Welcome to another episode of Customer Driven! This week, Chad is chatting with Scott Simpson, President of Precision Staffing, a Call Center staffing agency in Cincinnati. Scott shares a wealth of insight on the current trends of staffing, cost/time to fill and attrition/turnover as well as difficulties in retaining the right hires.  Chad and Scott also discuss:  Call Center Voice Agent hiring vs. Digital Assist Agent Hiring (social media response and chat response) The importance of the Candidate Experience Soft skills vs. technical skills The legal turmoil around Social Media Candidate Profiling Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

Filme, Filme, Filme Nach den Oscars gibt es dann immer viele, gute Filme zu schaun. Matze hat sich auf die Couch gehauen und ein paar Top-Movies gesehen. “Aufbruch zum Mond“, “A Star is born“, und “Green Book“, alles herausragende Filme! Peppis Favorit in letzter Zeit war ganz klar Hidden Figures. Google findet Sachen Wie z.B. Sicherheitslücken bei anderen Softwareanbietern. Im Rahmen der Nachforschungen des Project Zero hat es nun auch mal Apple getroffen. 90 Tage hatte Apple Zeit, den Fehler in der Copy-on-Write Optimierung zu beheben, das aber nicht getan. Nachdem Google die Lücke nun veräffentlicht hat, kommt hoffentlich Bewegung in die Sache. Monster Boy and the Cursed Kingdom 8 Jahre geistere das Spiel teilweise unter anderem Namen durch die Medien. Dann war es schließlich im Dezember 2018 soweit und der Monster Boy eroberte die Spielewelt. Tolles Leveldesign im Metroidvania Stil, nettes Grafik, ein Ohrwurm-Soundtrack und spannende Ideen. Matze hat sich durch das “verfluchte Königreich” gekämpft und sagt Euch was Ihr erwarten könnt. Opera Browser mit VPN Manchmal hätte man gerne ein VPN. Peppi nutzt oft den VPN Dienst der FritzBox, aber was ist, wenn man mal schnell mit einer fremden IP online gehen will? Opera bietet dafür nun eine gute Lösung, nämlich das integrierte und kostenlose VPN im Opera Beta Browser. Wir haben die Android Version getestet und sie funktioniert prima. Mc Rene – Master of Ceremony Nach einem Down als Call Center Agent, einer Deutschland Tour mit der BahnCard 100 und einem kurzem Stand Up Intermezzo ist der Master of Ceremony Mc Rene mit einem gleichnamigen Album zurück. Wir stellen einen Track vom, am 22.3. erscheinenden Album, vor. Apple und Built to Order Apple hat wohl einige Preise für Hardware Updates gesenkt. Vor allem bei den diversen MacBooks sind die SSDs günstiger geworden. Dennoch kann es recht teuer werden, wenn man gerne “etwas mehr” hätte. Möchte man z.B. den iMac Pro von den 32GB Ram, die man für 5.499€ dazu bekommt etwas aufrüsten auf 256GB, was dem Maximum entspricht, dann werden dafür 6.240€ fällig. Und das ist nicht der höhere Gesamtpreis sondern NUR der RAM…Insgesamt bekommt man den iMac mit größtem Prozessor, maximaler SSD und Ram, sowie großer Grafikkarte auf 18.339€. Wow “It’s Showtime!” Am 25. März lädt Apple wieder zur Frühjahrskeynote. Nachdem diese Woche bereits die neuen iPads und iMacs vorgestellt wurden, sollte der Event rein auf dem seit langem erwarteten Streamingservice von basieren. Wir sind gespannt und nennen die ersten Gerüchte und hoffentlich Details. Erfahrungsbericht eGPU am MacBook Pro Peppi hat es getan. Er hat sich eine eGPU für sein MacBook Pro (affiliate Link) gekauft. Wenig portabel, aber im Büro eine echte Erleichterung. Mehr Details gibt es im Podcast.

Filme, Filme, Filme Nach den Oscars gibt es dann immer viele, gute Filme zu schaun. Matze hat sich auf die Couch gehauen und ein paar Top-Movies gesehen. “Aufbruch zum Mond“, “A Star is born“, und “Green Book“, alles herausragende Filme! Peppis Favorit in letzter Zeit war ganz klar Hidden Figures. Google findet Sachen Wie z.B. Sicherheitslücken bei anderen Softwareanbietern. Im Rahmen der Nachforschungen des Project Zero hat es nun auch mal Apple getroffen. 90 Tage hatte Apple Zeit, den Fehler in der Copy-on-Write Optimierung zu beheben, das aber nicht getan. Nachdem Google die Lücke nun veräffentlicht hat, kommt hoffentlich Bewegung in die Sache. Monster Boy and the Cursed Kingdom 8 Jahre geistere das Spiel teilweise unter anderem Namen durch die Medien. Dann war es schließlich im Dezember 2018 soweit und der Monster Boy eroberte die Spielewelt. Tolles Leveldesign im Metroidvania Stil, nettes Grafik, ein Ohrwurm-Soundtrack und spannende Ideen. Matze hat sich durch das “verfluchte Königreich” gekämpft und sagt Euch was Ihr erwarten könnt. Opera Browser mit VPN Manchmal hätte man gerne ein VPN. Peppi nutzt oft den VPN Dienst der FritzBox, aber was ist, wenn man mal schnell mit einer fremden IP online gehen will? Opera bietet dafür nun eine gute Lösung, nämlich das integrierte und kostenlose VPN im Opera Beta Browser. Wir haben die Android Version getestet und sie funktioniert prima. Mc Rene – Master of Ceremony Nach einem Down als Call Center Agent, einer Deutschland Tour mit der BahnCard 100 und einem kurzem Stand Up Intermezzo ist der Master of Ceremony Mc Rene mit einem gleichnamigen Album zurück. Wir stellen einen Track vom, am 22.3. erscheinenden Album, vor. Apple und Built to Order Apple hat wohl einige Preise für Hardware Updates gesenkt. Vor allem bei den diversen MacBooks sind die SSDs günstiger geworden. Dennoch kann es recht teuer werden, wenn man gerne “etwas mehr” hätte. Möchte man z.B. den iMac Pro von den 32GB Ram, die man für 5.499€ dazu bekommt etwas aufrüsten auf 256GB, was dem Maximum entspricht, dann werden dafür 6.240€ fällig. Und das ist nicht der höhere Gesamtpreis sondern NUR der RAM…Insgesamt bekommt man den iMac mit größtem Prozessor, maximaler SSD und Ram, sowie großer Grafikkarte auf 18.339€. Wow “It’s Showtime!” Am 25. März lädt Apple wieder zur Frühjahrskeynote. Nachdem diese Woche bereits die neuen iPads und iMacs vorgestellt wurden, sollte der Event rein auf dem seit langem erwarteten Streamingservice von basieren. Wir sind gespannt und nennen die ersten Gerüchte und hoffentlich Details. Erfahrungsbericht eGPU am MacBook Pro Peppi hat es getan. Er hat sich eine eGPU für sein MacBook Pro (affiliate Link) gekauft. Wenig portabel, aber im Büro eine echte Erleichterung. Mehr Details gibt es im Podcast.

Filme, Filme, Filme Nach den Oscars gibt es dann immer viele, gute Filme zu schaun. Matze hat sich auf die Couch gehauen und ein paar Top-Movies gesehen. “Aufbruch zum Mond“, “A Star is born“, und “Green Book“, alles herausragende Filme! Peppis Favorit in letzter Zeit war ganz klar Hidden Figures. Google findet Sachen Wie z.B. Sicherheitslücken bei anderen Softwareanbietern. Im Rahmen der Nachforschungen des Project Zero hat es nun auch mal Apple getroffen. 90 Tage hatte Apple Zeit, den Fehler in der Copy-on-Write Optimierung zu beheben, das aber nicht getan. Nachdem Google die Lücke nun veräffentlicht hat, kommt hoffentlich Bewegung in die Sache. Monster Boy and the Cursed Kingdom 8 Jahre geistere das Spiel teilweise unter anderem Namen durch die Medien. Dann war es schließlich im Dezember 2018 soweit und der Monster Boy eroberte die Spielewelt. Tolles Leveldesign im Metroidvania Stil, nettes Grafik, ein Ohrwurm-Soundtrack und spannende Ideen. Matze hat sich durch das “verfluchte Königreich” gekämpft und sagt Euch was Ihr erwarten könnt. Opera Browser mit VPN Manchmal hätte man gerne ein VPN. Peppi nutzt oft den VPN Dienst der FritzBox, aber was ist, wenn man mal schnell mit einer fremden IP online gehen will? Opera bietet dafür nun eine gute Lösung, nämlich das integrierte und kostenlose VPN im Opera Beta Browser. Wir haben die Android Version getestet und sie funktioniert prima. Mc Rene – Master of Ceremony Nach einem Down als Call Center Agent, einer Deutschland Tour mit der BahnCard 100 und einem kurzem Stand Up Intermezzo ist der Master of Ceremony Mc Rene mit einem gleichnamigen Album zurück. Wir stellen einen Track vom, am 22.3. erscheinenden Album, vor. Apple und Built to Order Apple hat wohl einige Preise für Hardware Updates gesenkt. Vor allem bei den diversen MacBooks sind die SSDs günstiger geworden. Dennoch kann es recht teuer werden, wenn man gerne “etwas mehr” hätte. Möchte man z.B. den iMac Pro von den 32GB Ram, die man für 5.499€ dazu bekommt etwas aufrüsten auf 256GB, was dem Maximum entspricht, dann werden dafür 6.240€ fällig. Und das ist nicht der höhere Gesamtpreis sondern NUR der RAM…Insgesamt bekommt man den iMac mit größtem Prozessor, maximaler SSD und Ram, sowie großer Grafikkarte auf 18.339€. Wow “It’s Showtime!” Am 25. März lädt Apple wieder zur Frühjahrskeynote. Nachdem diese Woche bereits die neuen iPads und iMacs vorgestellt wurden, sollte der Event rein auf dem seit langem erwarteten Streamingservice von basieren. Wir sind gespannt und nennen die ersten Gerüchte und hoffentlich Details. Erfahrungsbericht eGPU am MacBook Pro Peppi hat es getan. Er hat sich eine eGPU für sein MacBook Pro (affiliate Link) gekauft. Wenig portabel, aber im Büro eine echte Erleichterung. Mehr Details gibt es im Podcast.

Latest episode of Work From Home Be Awesome

Kannst Du Dir vorstellen wie viel "einfacher" Dein Leben als Aussendienstmitarbeiter oder Call-Center Agent wird, wenn Menschen die sich für Dein Produkt interessieren zu Dir kommen anstatt Du, eben diese Menschen, überzeugen musst? www.marcsteffen.com

I asked an executive if his son would be considering a job in his own call center and you would think I was suggesting his son take a job with ISIS! He was completely disgusted with the question. I don't blame him, the job sucks. It doesn't have to be this way. The thing is, it's not just because of screaming customers, it's largely because of the environment we have created for people in these jobs. For starters, many organizations treat the roles like prostitution with patronizing policies and utter disregard. You can read my post on that here and feel free to call or text me at 4059288185 if you disagree. It is hypocritical to continue talking about the customer experience without devoting the same energy to the Customer-Faacing employee experience. Executive after executive visits their call centers, sits with an agent and walks away with awe, and patronizing remarks like "I can't do that job, those people are heroes." The job doesn't have to be heroic, it only appears that way because most people in call centers do their job on 25 year old technology, that seemingly moves at the pace of a pregnant whale.

Guest: David Filwood, Founder & Principal Consultant with TeleSoft Systems While almost everyone can use a telephone, not everyone is cut out to work successfully in a Call Center Environment. Research demonstrates that 65% to 75% of the costs associated with operating a Customer Contact Center are labor costs, and hiring the wrong Call Center Agent is a significant drain on the Operating Budget, on Customer Satisfaction Levels, on Sales Results, and on overall Call Center Team Morale. Finding ways to hire better quality Call Center Agents is consistently placed as a priority as far as the needs and interests of Contact Center Directors are concerned. David Filwood is the Founder & Principal Consultant with TeleSoft Systems www.telesoftsystems.ca, a Call Center Improvement Consultancy based in Vancouver, BC that helps Contact Centers Find, Hire, Train & Keep Better Employees. TeleSoft Systems is also the Publisher of SPAS – Service Personnel Appraisal Software – a Suite of Call Center Agent Pre-Employment Screening Tools. In this podcast, I talk to David about Best Practices in Recruiting & Hiring Call Center Agents: - Trends in Maximizing your Pool of Job Candidates - Telephone/Web-based Candidate Screening - Skills Testing - Personality/Job-Fit Assessments A PowerPoint copy of David’s Presentation can be requested at www.telesoftsystems.ca/64201.html. For more information: TeleSoft Systems phone: 604.986.4116 email: info@telesoftsystems.ca web: www.telesoftsystems.ca