In this episode we are discussing the best ways to set up your remote workforce and with us today we have the VP of customer care at Magellan Health, Gordon Schleffer. He explains what went on with the customer service world after the pandemic hit last year and what types of businesses gained more calls from customers versus what businesses lost calls. Gordon tells us that the companies that did the best were the ones who had established a strong company culture. The ability of your management and staff to keep your team engaged is the difference between success and failure in this new economic climate. We discuss AI technology that can monitor calls for you and send alerts when something goes wrong in a conversation.

Gordon’s background 0:39
What happened to the customer contact center world after Covid hit? 2:08
What separated the top performers from the bottom? 7:25
How are people managing to be successful in this new work environment? 10:43
Adapting to different technologies 15:24

“To me the critical piece on how successful and how well your contact center is run is based on the culture you create. And so, I think that the companies that have probably fared the best when they sent their staff home were the companies that had the strongest culture.” 7:40

https://www.linkedin.com/in/gordon-schleffer-9463245/