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Contact Center Insights

Contact Center Insights

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Insights into how to ensure your contact center is generating the business growth you are striving for.

On-Demand Episodes

Join me and Murphy Fraser as we discuss the costs of bad recruiting and onboarding and how it is critical to building a solid team.
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In this episode, I speak to Melissa Copeland on how she is helping contact centers navigate their ditical transformation.
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My guest, Judy McKee has been teaching her LAMA technique for almost 40 years. Together with her daughter, Sally Cordova, they have helpled thousands of contact center employees learn how to use LAMA to create great customer... more
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Mark Wooley from Customer Care Advisory and I discuss how companies will learn to manage staff who may come back on site and those that remain remote.
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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... more
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Join me and Christa Heibel as we review this crazy and wild year in review and look positively towards 20201.
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Join me with our discussion around how will life be different in 2021 or not?
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All of us have been impacted by COVID-19. Just when we thought we could go back to a modified work schedule the next wave hit. Eric Sims will inform us of how his customers have managed this new wave with leaning on a... more
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In this episode, Nancy speaks to Jeffrey Stiles, a long-time executive in the contact center space. Jeffrey learned first-hand that the more you build up the self-esteem and enthusiasm for your team, the higher-performing your call... more
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During this global crisis, many call centers are moving all employees to remote locations. Steve will share with us information on how their products can support these efforts and keep the wheels spinning in your call center.
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