Brian Flagg Maturity Models

In this episode, I speak with Brian Flagg who really brings to light the value of using Maturity Models in your contact center. His book Contact Center Excellence: Standing Out Fromt The Crowd, should be a handbook for any contact center executive.

Setting Up Your Work From Home Team

In this episode, I speak with Michele Rowan, of Customer Contact Strategies. It makes perfect sense for your contact center to hire work from home reps. Michele speaks about the benefits — of which are many!

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Contact Center Insights

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Jeff Toister – How to Use Customer and Agent Feedback to Build Best Practices

You may have heard Jeff speak at a contact center event but now I get to have a more intimate conversation with Jeff to discuss he way to leverage your customer and agent feedback to continuously improve your service and systems.

How to Hire and Retain Your Top Executives

In this episode, I speak with Pat Calvert of Career Search Associates on how to recruit and retain your top talent in this tough labor market.

What Technology Trends Should Contact Centers Follow or Not Follow

In this episode, I speak with Scott Sacks of SJS LLC. Scott has years of experience working with contact centers and explains that many times, the leadership in a contact center isn’t fully understanding the reasons why they should or should not adopt a new technology.

Sue Duris, Director of Marketing and Customer Experience M4 Communications

In this episode, I speak with Sue Duris Director of Marketing and Customer Experience at M4 Communications. She has years of experience working with clients to help them develop their customer journeys and to truly understand how to best serve and keep customers.

Turning Your Support Center into a Profit Center

Linda Ruffenach is the Executive Vice President of Customer Care at GlowTouch

Glow Touch is a leading provider of contact center, business process, and technology outsourcing services. GlowTouch helps companies find the right channels, locations, people, processes, and technologies, so organizations can transform customer satisfaction into customer loyalty. Linda has extensive experience working at all levels within the contact center.

Have you thought of transforming your contact center into a profit center? If not then you may change your mind after listening to Linda’s insights as to how this can be a very strategic and profitable move.

Your CX Personalities – Minding the Gap

In this episode, Nate Brown speaks to us about how to assess the mix of personalities and skills on your CX team and how organizations like T-Mobile took a hard look to identify the gaps in order to make a well-rounded team with the right skills for your customers. Nate brings up a great article written by Matthew Dixon published in the HBR Magazine “Reinventing Customer Service” during our conversation.

It’s certainly something to consider especially if you are building Omni-channel teams.

Shai Berger, CEO Fonolo

Speaking with Shai Berger, CEO of Fonolo, we discuss the importance of understanding the styles and differences of conversations call centers have with various channels. Interactions via messaging are very different than conversations via email or Facebook Messenger.

Mark Brody, Brohawk Solutions

Mark Brody of Brohawk Solutions speaks to about how companies should flip the hiring process upside down. Mark has over 25 years of experience working in contact centers and provides some great examples of how companies can align their core values and customer experiences to who they hire.

Michael Pace Founder of The Pace of Service

Michael Pace Founder of The Pace of Service and the Northeast Contact Center Forum, speaks to us about the five primary steps organizations should take in order to add support and customer contact to your social media channels. One take-away you won’t want to forget is the key element in interacting with customers in these channels is acknowledgment.

The Challenge of Scheduling and Workforce Management

Every call center faces the challenge of scheduling and forecasting their workforce. Randy Rubingh is a seasoned call center executive who has first-hand experience working in the trenches. Join our conversation learn tips and strategies that will ease this burden in your call center.

Elevating customer service programs in the multi-channel contact center world

In this episode, I interview Dan Coen, from Call Center Today regarding how to maintain great customer service in a multi-channel world. I almost forgot that texting (SMS) is also a channel being used by companies. Dan’s sage advice is to not try to force a best practice on each client, rather, understand the types of transactions they are conducting and determine which strategy works best.

How to Manage the Challenges of a BPO Relationship

In this episode of Contact Center Insights, Nancy speaks to Christa Heibel of CHCG Consulting. Christa has been working with the C-Suite of contact centers for over two decades and has worked both sides of the table when it comes to working with BPOs. Listen to Christas’s great advice on the importance of communication and “putting it in writing” to ensure you have a smooth sailing relationship.

Tips on Building a Solid Customer Service and Inside Sales Team

I had a blast interviewing Judy, she is truly one of a kind and has a great theory on how to train your contact center employees. In this episode, Judy explains her LAMA approach to talking to anyone on the phone, it’s all about making that person feel good and treating them with respect.

Analytics and Training

Can you predict which agents will perform better than others? In this episode we will discuss how to leverage technology for Predictable Performance.

Speech Analytics

In this episode, I interview Chris Lawson and speak about speech analytics and the in-depth thought you should invest in before implementing this technology.