Accountability in Your Contact Center: Tips on Making it Real

Lots of talk about employee engagement, lots of talk about inclusion in decision making.

What about accountability for our employees… and what about accountability for us as managers?

We talk with Debbie Frazier on what accountability in a call center means and how to ensure it is alive and well!

Guest Host Bio: Debbie Frazier is a Senior Consultant with Benchmark Portal. She has over 3 decades of experience in customer service managing captive agents and most recently a vendor relations manager for outsourced contact center operations both in the US and outside of the US. Her previous responsibilities included recruiting, hiring, quality assurance, workforce management, customer relations and process improvements.

Air Date: Wednesday, November 16, 2016 – 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Debbie Frazier, Senior Consultant
Season: 7, Episode Number: 10


CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.

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