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Join host Bruce Belfiore and senior contact center experts as they discuss caller satisfaction, agent satisfaction and best practices.
We gathered many top managers and executives in the contact center industry during our October event, including Matt Conant of PLATO Learning - "Small changes can and did make a big difference to caller satisfaction, but sometimes the changes you need to makerequire some careful listening" Hear how they turned their center around, and Chuck Sartiano of Blue Cross Blue Shield Florida - "Facing up to the facts and acting on them created a 500% increase in Agent satisfaction" - How benchmarking, embracing weak points, and finding solutions on a collaborative basis united their center and boosted both morale and performance metrics.
During the"20 Ideas in 20 minutes" segment you can listen to this rapid-fire series of best practices from contact center managers of leading centers, such as New York Life AARP and Citizens Energy Group. Each "pearl" is the fruit of actual positive, proven experiences. You will certainly come away with some actionable projects you can implement immediately. Many of the tips focus on making your employees into a team of high achievers.