Do Happy Leaders Lead Better? In this special episode of CallTalk, our guest argues that, in today’s business organizations, great leaders usually are truly happy leaders. Does this reflect you and your contact center? You will learn reasons why happiness in...
Best Practices in Call Center Consolidation In this episode, you will learn “Five Keys To Call Center Consolidation”. Consolidation is an important and complex process that needs to be approached and executed carefully. It is crucial that you fully consider the...
Knowledge Management in the Contact Center Knowledge Management tools and resources are the brain of your contact center, providing your agents with the information they need right when they need it…when developed effectively and working properly. The effectiveness...
Leadership Perspectives: Understanding and Resolving Issues with the Difficult People in your Life Have you ever wondered why some people are more difficult to work with than others? No matter how hard you try, it seems impossible to see eye to eye with the other...
Customer Experience Journey Mapping How can an organization increase the customer satisfaction by providing a positive experience and reducing the customer’s effort? Is your organization thinking of, or looking into, more effective and less expensive says of...
Outbound Predictive Dailing – Is it Dead in the US? There have been astounding changes to the outbound calling process over the years. If your company uses predictive outbound dialing or your agents are spending time performing outbound calls, you need to hear...
Before Buying WFO Technology, Listen to this: Two Emerging Changes in the Contact Center Industry Lately, Bill has begun to detect some striking changes emerging in the contact center industry. Something that has always mystified Bill Durr is the absence of change in...
BIG Data Almost 70% of Fortune 1000 companies have Big Data initiatives. But even smaller companies are using Big Data techniques to find competitive advantages. Learn how Big Data is transforming call center operations, and why your company should be planning Big...
Inbound Sales: Accelerate your Sales Cycle The inbound sales process is changing. In the old days, the consumer would do about 1/3 of the sales process in advance of reaching out to the call center; now this fraction has more than doubled in many cases – with...
Leadership Development Leaders play a vital role in the call center, they are an important reason why people stay or leave, engage or not engage. Research shows the relationship agents have with their lead, supervisor or direct boss are key. Have your leaders gone...