Contact_Center_Insights

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.

Join my discussion with Michael Pace from the Pace of Service to learn how to align your social channels to your support team and company values.

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.

In this episode I spoke to Shai Berger CEO of Fonolo to discuss how companies need to think about engaging with their customer via social media channels in combination with the more traditional channels of voice and IM.

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

Join our discussion with Dan Coen of Call Center Today on how to maintain a great customer service organization in a multi-channel environment

Christa has over two decades of experience executives in the C-Suite with their operational challenges in the contact center space.

Judy McKee has been teaching contact center employees and inside sales teams for over 38 years on how to be successful using her LAMA way. Listen to this episode of Contact Center Insights to be entertained by Judy and to learn that being kind is the best way to get results.

In this episode, Chris Lawson discusses why your contact center needs to assess your systems in order to determine where and how to add speech analytics to your contact center.