Voice of the Customer and Agent Engagement: Roses, Daisies & Weeds Agents are the heartbeat of every Call Center and are every manager’s greatest challenge. We will explore how to optimize agent engagement and get the viewpoint of a long time Call...
Employee Engagement at Salesforce.com Getting it right, right from the start! Hear about: Values alignment Why can’t my work life be like my personal life? Employee engagement ROI chain Culture + Tech + Data = engagement Description of Salesforce’s...
Emerging Best Practices in Call Center Agent Screening: Success through Optimized Simulations Joe LaTorre, Director of Innovation at Employment Technologies, will talk with host Bruce Belfiore about emerging practices that every contact center manager should know...
Americans with Disabilities: Positively Impacting Contact Centers Nationwide – CallTalk Radio Show Have you considered hiring disabled workers for your at-home or brick-and-mortar contact center operations? Bruce Belfiore interviews Michael Sanders on his...
Customer Experience: New Mind Meld Methodology – CallTalk Radio Show Air Date: Friday, February 17, 2017 – 10AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Mark Coudray, DScisive Season: 8, Episode Number: 2...
Employee Recognition Best Practices – CallTalk Radio Show A thoughtful review of employee rewards and recognition programs will provide you with ideas for improving your operation. These programs do not have to be expensive – many motivational techniques...
Culture and Agent Compliance: Rules vs. Trust – CallTalk Radio Show Your own kids, the team you coach and the people you lead at work. How much do you reel them in by rules, and how much do you let them run on trust? It’s often a struggle to figure out how to...
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...
Agent Turnover and Retention: Stay Interviews to Drive Employee Engagement Agent turnover is one of the costliest issues for Contact Centers and when the agent is heading out the door, it’s usually too late to save the agent or the day. Our guest, Chris Mulligan, from...
Intentional Coaching: Everybody wins when you give Agents what they want. “Intentional Coaching is an innovative coaching approach in which supervisors are out on the floor with their agents, reinforcing what’s right and helping them go beyond fast, efficient...
