Contact_Center_Insights

Join my conversation with Neal Dlin as we discuss how COVID has brought to light the mistreatment of "essential" frontline employees

Join me and Murphy Fraser as we discuss that a bad hire is not always the fault of the person being hired.

In this episode I speak to Melissa Copeland about how she is helping call centers undergo their digital transformation, many of which were pushed faster than they wanted due to COVID-19

In my conversation with Jeremy Watkin, we discuss how companies should always be calibrating their QA checklists and QA process to ensure they are measuring what is important to a good customer experience.

In this episode, Judy and I talk about how we have partnered up to add our ACES simulator to her proven LAMA technique for call center agents.

My guest Mark Wooley and I discuss how contact centers will manage the new mix of on-site or remote workers in the future.

How many times has your contact center rep taken the heat for something they have no control over regarding your brand? Probably more than you can count. In this episode, I speak with Nick Zeisler, an expert at process improvement and the customer experience. We will examine how companies need to build a CX role that will bridge the gap between all phases of the customer journey.

In this episode, Christa Heibel from CH Consulting Group joins in our discussion about how companies scrambled to go remote and are now rebuilding their human capital to support each other and customers.

Join my discussion with Mark Brody, a long-time contact center consultant, to hear how contact centers had to quickly re-align their strategy to move all agents remotely.

Join my guest Mark Brody as we discuss how companies made changes as a result of moving contact centers remotely.