Employee Engagement and Retention Trends Employee engagement and retention are core talent management building blocks. Staying abreast of key trends and new approaches is important for HR professionals across disciplines. TalentKeepers’ annual Employee Engagement and...
Surveys – 15 Tips to Optimize Yours, From the Man Who Wrote the Book! Survey Design Surveys are an important tool for measuring your customers’ and agents’ satisfaction along with identifying areas needing improvement. While a survey seems deceptively simple —...
Technology – Leveraging Industry Benchmarks to Build a Business Case Leveraging Industry Benchmarks to Build a Business Case for a Technology Investment. Technology is a crucial component of a good contact center. Drew Wright will share his experiences as a...
Coaching Strategy – A Success Formula A Success Formula – How to Coach and Develop Discretionary Effort Learn how each employee is unique and valuable when properly mentored. As a coach use this knowledge to guide them through important transformations toward...
Process Improvement at Contact Centers – A Lean Six Sigma Approach Customers are demanding more efficient and effective service from Contact Centers throughout all industries. Host Bruce Belfiore chats with veteran manager Walt Sweeney about a Lean Six Sigma...
Culture – How To Build and Work With Culture Many of us describe our strong culture and its impact on our organization as a “secret sauce”. What are some factors that can serve a barriers to creating a strong and healthy culture?” Guest Host Bio: Steve Chambers...
Quality Assurance – One Minute Survey Listen to host Bruce Belfiore interview Dayne Petersen in an illuminating discussion on Quality Assurance best practices. Guest Host Bio: Dayne Petersen brings together years of experience and commitment in the area of...
Caller I.D. and the Contact Center Cost of caller identification: Even though it’s been around for decades, caller ID continues to pose problems for your contact center. Today, we’ll be talking about why those problems are actually getting worse, and discuss some...
Highlights from Call Center Campus: Imagining Excellence in the Contact Center After another amazing Call Center Campus event in Las Vegas this November 2014, Bruce Belfiore and Amy Novak review some of the highlights from the event. Listen as they review best...
Quality Transformation Listen now on demand to our latest CallTalk Show on Quality Transformation. Toni Roberts, Director of Delta Dental of Michigan, will share tips on breathing new life into quality at your center. This includes changing the perception of quality...
