Contact center experts discussion on caller satisfaction, agent satisfaction and "20 Best Practice Ideas in 20 Minutes." Recorded live from Call Center Campus
CallTalk Air Date: Wed, Jan. 18, 2012
Host: Bruce Belfiore, BenchmarkPortal
Guest Speaker: Matt Conant, PLATO Learning. Contact center managers from across the nation.
Join host Bruce Belfiore and senior contact center experts as they discuss caller satisfaction, agent satisfaction and "20 Best Practice Ideas in 20 Minutes." We gathered many top managers and executives in the contact center industry during our October event, including Matt Conant of PLATO Learning and Chuck Sartiano of Blue Cross Blue Shield Florida.
During the "20 in 20" segment you can listen to this rapid-fire series of best practices from contact center managers of leading centers, such as New York Life AARP and Citizens Energy Group. Each "pearl" is the fruit of actual positive, proven experiences. You will certainly come away with some actionable projects you can implement immediately. Many of the tips focus on making your employees into a team of high achievers.
Matt Conant: Director Customer Experience, PLATO Learning
Small changes can and did make a big difference to caller satisfaction, but sometimes the changes you need to make require some careful listening - "Hear how we turned our center around."
Chuck Sartiano: VP Retail & Consumer Sales with Blue Cross Blue Shield of Florida
Facing up to the facts and acting on them created a 500% increase in Agent satisfaction - How benchmarking, "embracing" weak points, and finding solutions on a collaborative basis can unite your center and boost both morale and performance metrics.
