Call Center Law Listen now on demand to our latest CallTalk Show on Call Center Law. Adam Losey, Esq., an attorney with Foley & Lardner, will share tips on monitoring communications as well as other legal issues important to contact centers. As privacy counsel for...
Employee Recognition – Why is everyone talking about it? Why are so many people talking about Employee Engagement? We’ll find out a few tips on the effectiveness of employee recognition and how it can potentially provide financial success to your company. Zane...
Agent Motivation and Coaching – The Positive Coaching Approach What is the Positive Coach Approach? Positive Coach is designed to help call center coaches learn how to cultivate great agents. This approach will lessen the work load on managers and quality...
Customer Effort – Is this the new Net Propmoter Score? Just because research is published on the internet or in a business journal does not mean the research findings are true. Look at survey methodology and design to determine validity. Join host...
Gamification Principles and Best Practices Join host BenchmarkPortal CEO Bruce Belfiore and guest host Bob Cowen, Snowfly, as they discuss gamification principles and best practices. What is it, why all of the hype, and how can we use it for our daily challenges like...
Management: Are You Parenting or Managing Your Staff? Unless we’re in a churn and burn business, customer retention is critical to achieve long term profitability. But how do we know what drives customer retention? We may have lots of anecdotal data, but can we...
Virtual Agents – Ideas for Implementing a Home Based Support Center We will be discussing the reasons why Support Organizations choose to go virtual, advantages to leverage, roadblocks to avoid, and some lessons learned from out in the field. Air Date: Wednesday,...
Management: Generation Y in the Contact Center – Who, How, and Why? Understanding Millennials: Who Are They? What drives them? What are their significant attributes? Considerations when managing this Generation: Implications on Scheduling, Work diversity,...
Management: Are You Parenting or Managing Your Staff? Do you want to improve your performance and the performance of your staff? Of course, the answer is yes. We all do. But first we need distinctions between managing and parenting–as well as managing and leading–so...
Delivering Quality: Sysco’s Service with a S.M.I.L.E. Ed shares how Sysco has improved their average quality score from 88.7% to 94%, and reduced turnover by 15%. They are delivering service with a S.M.I.L.E. Ed has held a number of positions in warehousing,...
