http://www.blogtalkradio.com/crmxchangeFounded in 1995, CRMXchange has long been recognized as a premiere destination on the Internet for the exchange of information and ideas on CRM, CX, and contact center issues. Today, the site offers a wide variety of resources for CRM professionals. Through a 20 year partnership with industry leaders and analysts, CRMXchange has developed unique insights into the kinds of business intelligence and professional development programs required for successful contact center operations. And as pioneers of the Internet, CRMXchange understands the profound role the Web can play in the all-important arena of peer-to-peer communication. Known by our audience as the “event site,” CRMXchange has gained a reputation as experts in the hosting and marketing of webcasts and other online events.enCopyright Sheri Greenhaus (C/O Blogtalkradio)Sat, 15 Jun 2019 10:30:00 GMTThu, 11 Apr 2019 19:36:56 GMTBusinessBlogTalkRadio Feed v2.0https://dasg7xwmldix6.cloudfront.net/hostpics/cfad615a-5d10-4998-bcdf-91be27df6f29_crmxchange_btr_1.jpghttp://www.blogtalkradio.com/crmxchangeFounded in 1995, CRMXchange has long been recognized as a premiere destination on the Internet for the exchange of information and ideas on CRM, CX, and contact center issues. Today, the site offers a wide variety of resources for CRM professionals. Through a 20 year partnership with industry leaders and analysts, CRMXchange has developed unique insights into the kinds of business intelligence and professional development programs required for successful contact center operations. And as pioneers of the Internet, CRMXchange understands the profound role the Web can play in the all-important arena of peer-to-peer communication. Known by our audience as the “event site,” CRMXchange has gained a reputation as experts in the hosting and marketing of webcasts and other online events.feeds@blogtalkradio.comBlogTalkRadio.combusiness,call center,calabrio,contact center,ergonomics call centers,quality monitoring,workforce,agent,agent evaluation,agent evaluationsCRMXchangenoFounded in 1995, CRMXchange has long been recognized as a premiere destination on the Internet for the exchange of information and ideas on CRM, CX, and contactepisodichttp://www.blogtalkradio.com/crmxchange/2019/04/11/we-are-going-to-create-a-testBusinesshttp://www.blogtalkradio.com/crmxchange/2019/04/11/we-are-going-to-create-a-test/#commentshttp://www.blogtalkradio.com/crmxchange/2019/04/11/we-are-going-to-create-a-testThu, 11 Apr 2019 19:36:56 GMTWe are going to create a testLet's g0 00:01:00CRMXchangenoA test to see how it workse7b757ac-cdce-45c8-b786-c953a405797511fullhttp://www.blogtalkradio.com/crmxchange/2011/12/28/aligning-servicesales-to-corporate-objectives-solutionsBusinesshttp://www.blogtalkradio.com/crmxchange/2011/12/28/aligning-servicesales-to-corporate-objectives-solutions/#commentshttp://www.blogtalkradio.com/crmxchange/2011/12/28/aligning-servicesales-to-corporate-objectives-solutionsWed, 28 Dec 2011 19:30:00 GMTAligning Service/Sales to Corporate Objectives-Solutions A case study that focuses on solutions implemented to improve the quality of Vermont Teddy Bears' customer service and revenue generated by their agents.  This session will include a definition of Vermont Teddy Bears'  problem areas, the solutions, and their immediate and long term results. Solutions to be discussed include: the re-design of Vermont Teddy Bears'  evaluation template, the modfication of selective recording schedules, and the upgrading of agent sales training programs, Also discussed will be outcomes such as significant revenue improvements in premium shipping, and the customization and personalization of Vermont Teddy Bears' products for their customers.   00:15:00CRMXchangenoCall Center Agents,Contact Center Agents,Agent Evaluations,Customer Service,Agent TrainngA case study that focuses on solutions implemented to improve the quality of Vermont Teddy Bears' customer service and revenue generated by their agents.  Thishttp://www.blogtalkradio.com/crmxchange/2011/12/28/discovering-the-disconnects--results-and-objectivesBusinesshttp://www.blogtalkradio.com/crmxchange/2011/12/28/discovering-the-disconnects--results-and-objectives/#commentshttp://www.blogtalkradio.com/crmxchange/2011/12/28/discovering-the-disconnects--results-and-objectivesWed, 28 Dec 2011 19:00:00 GMTDiscovering the Disconnects - Results and Objectives A case study that focuses on aligning contact center performance metrics and corporate objectives.   This session addresses Vermont Teddy Bear's quality and overall customer service issues and their affect on agent performance and the revenue  of the company.  The discussion will include Vermont Teddy Bear's perception of the problem, the identification of the steps needed to rectify the problems areas taken by Envision, and the challenges that need to be overcome in order to improve agent performance and the bottom line.    These challenges include: aligning call center goals with corporate goals such as establishing upsell and cross sell measurements, creating a workable evaluation template, untapping new revenue sources such as premiumn shipping, and establishing best practices for evaluating agents.    00:14:00CRMXchangenoCall Center,Agent monitoring,Best practices,Agent evaluation,Contact CenterA case study that focuses on aligning contact center performance metrics and corporate objectives.   This session addresses Vermont Teddy Bear's quality and ovhttp://www.blogtalkradio.com/crmxchange/2011/10/19/the-power-of-real-time-delivery--using-agent-idle-time-to-iBusinesshttp://www.blogtalkradio.com/crmxchange/2011/10/19/the-power-of-real-time-delivery--using-agent-idle-time-to-i/#commentshttp://www.blogtalkradio.com/crmxchange/2011/10/19/the-power-of-real-time-delivery--using-agent-idle-time-to-iWed, 19 Oct 2011 17:30:00 GMTThe Power of Real-Time Delivery - Using Agent Idle Time to I    Even the best-managed and busiest contact centers experience unexpected downtime without calls. Using this idle time productively will improve agent satisfaction and service quality while reducing agent-related costs. Delivering real-time, targeted training, coaching and communications during slow periods can alter your contact center’s dynamics – boosting productivity, quality and customer perception. Join Donna Fluss of DMG Consulting and Matt McConnell with Knowlagent in this podcast that outlines the business case for performance and presents a framework to assess how real-time delivery can benefit your organization.00:21:00CRMXchangenoWorkforce,Agents,Scheduling,Contact Center,Call CenterEven the best-managed and busiest contact centers experience unexpected downtime without calls. Using this idle time productively will improve agent satisfahttp://www.blogtalkradio.com/crmxchange/2011/10/19/using-agent-idle-time-to-improve-enterprise-performance-andBusinesshttp://www.blogtalkradio.com/crmxchange/2011/10/19/using-agent-idle-time-to-improve-enterprise-performance-and/#commentshttp://www.blogtalkradio.com/crmxchange/2011/10/19/using-agent-idle-time-to-improve-enterprise-performance-andWed, 19 Oct 2011 17:00:00 GMTUsing Agent Idle Time to Improve Enterprise Performance and Agents are well-equipped to handle a variety of operational tasks. Why limit their expertise to the contact center when they can handle other work activities when call volume is low? Leading centers are putting their agents to work during idle time by using emerging workflow-enabled applications that identify agent downtime and deliver work items and tasks to fill those idle periods. Learn about real-time work allocation and ideal contact center ‘fill-in’ work in this podcast featuring Donna Fluss of DMG Consulting and Matt McConnell with Knowlagent. 00:24:00CRMXchangenoAgent,Call Center,Contact Center,Idle Time,WorkforceAgents are well-equipped to handle a variety of operational tasks. Why limit their expertise to the contact center when they can handle other work activities whttp://www.blogtalkradio.com/crmxchange/2011/10/18/crmxchange-practiceBusinesshttp://www.blogtalkradio.com/crmxchange/2011/10/18/crmxchange-practice/#commentshttp://www.blogtalkradio.com/crmxchange/2011/10/18/crmxchange-practiceTue, 18 Oct 2011 14:30:00 GMTCRMXchange Practice orientatation 00:04:00CRMXchangenotehm,Us,Wants,Post,Livingorientatationhttp://www.blogtalkradio.com/crmxchange/2011/05/02/ergonomic-tips-for-injury-preventionBusinesshttp://www.blogtalkradio.com/crmxchange/2011/05/02/ergonomic-tips-for-injury-prevention/#commentshttp://www.blogtalkradio.com/crmxchange/2011/05/02/ergonomic-tips-for-injury-preventionMon, 02 May 2011 18:30:00 GMTErgonomic Tips for Injury Prevention A discussion of best practices in workstation design and implementation tips for contact centers. 00:12:00CRMXchangenoErgonomics Call Centers,Call Center Ergonomics,Ergonomics Injury Prevention,Ergonomics Call Center Furniture,Contact Center ErgomomicsA discussion of best practices in workstation design and implementation tips for contact centers.http://www.blogtalkradio.com/crmxchange/2011/05/02/why-should-call-centers-care-about-ergonomicsBusinesshttp://www.blogtalkradio.com/crmxchange/2011/05/02/why-should-call-centers-care-about-ergonomics/#commentshttp://www.blogtalkradio.com/crmxchange/2011/05/02/why-should-call-centers-care-about-ergonomicsMon, 02 May 2011 18:00:00 GMTWhy Should Call Centers Care About Ergonomics? A discussion of how ergonomics directly impacts the bottom line of call centers including a best practices success story. 00:12:00CRMXchangenoErgonomics Call Centers,Site design Call Centers,Furniture Call Centers,Furniture Contact Centers,Ergonomics Contact CentersA discussion of how ergonomics directly impacts the bottom line of call centers including a best practices success story.http://www.blogtalkradio.com/crmxchange/2011/03/15/outsourcing-in-the-helath-care-worldBusinesshttp://www.blogtalkradio.com/crmxchange/2011/03/15/outsourcing-in-the-helath-care-world/#commentshttp://www.blogtalkradio.com/crmxchange/2011/03/15/outsourcing-in-the-helath-care-worldTue, 15 Mar 2011 18:00:00 GMTOutsourcing in the Health Care World Today the health care industry is facing more change and challenges than at any other time. Government mandated rules, regulations, plan ratings.and profit margins are at the forefront of each and every organization. This added complexity has put more pressure on call centers to provide their membership with the highest levels in quality and satisfaction. How can you keep your membership happy while being cognizant of budgetary demands? This podcast will explore outsourcing all or some of the call center functions as a posisble solution. It will discuss how to determine if outsourcing makes sense or not; and best practices for the selecting an outsourcing partner, meeting quality and compliance requirements, training your partner's agents, and measuring the quality of their work. 00:17:00CRMXchangenoCall Centers in Health Care,Health Care Call Centers,Ameridial,Outsourcing Call Centers Health Care,Helth Care Call Centers outsourcingToday the health care industry is facing more change and challenges than at any other time. Government mandated rules, regulations, plan ratings.and profit marghttp://www.blogtalkradio.com/crmxchange/2010/07/06/best-practices-or-quality-monitoringBusinesshttp://www.blogtalkradio.com/crmxchange/2010/07/06/best-practices-or-quality-monitoring/#commentshttp://www.blogtalkradio.com/crmxchange/2010/07/06/best-practices-or-quality-monitoringTue, 06 Jul 2010 16:30:00 GMTBest Practices or Quality MonitoringCalabrio Podcast Series- Best Practices in Quality Monitoring00:24:00CRMXchangenocalabrio,call center,quality monitoring,QM,call recordingCalabrio Podcast Series- Best Practices in Quality Monitoringhttp://www.blogtalkradio.com/crmxchange/2010/07/06/the-building-blocks-of-workforce-managementBusinesshttp://www.blogtalkradio.com/crmxchange/2010/07/06/the-building-blocks-of-workforce-management/#commentshttp://www.blogtalkradio.com/crmxchange/2010/07/06/the-building-blocks-of-workforce-managementTue, 06 Jul 2010 15:00:00 GMTThe Building Blocks of Workforce ManagementFrom the Calabrio Podcast Series - Spreadsheets and Beyond00:26:00CRMXchangenocalabrio,spreadsheets,WFM,call center,workforce managementFrom the Calabrio Podcast Series - Spreadsheets and Beyondhttp://www.blogtalkradio.com/crmxchange/2010/06/17/calabrio-podcast-2Businesshttp://www.blogtalkradio.com/crmxchange/2010/06/17/calabrio-podcast-2/#commentshttp://www.blogtalkradio.com/crmxchange/2010/06/17/calabrio-podcast-2Thu, 17 Jun 2010 21:00:00 GMTCalabrio Podcast 2: Getting the Right KPIsGetting the Right KPIs- Managing The Numbers of each call center layer.01:01:00CRMXchangenoCalabrio,KPI,call center measuring,call center kpi,call center schedulingGetting the Right KPIs- Managing The Numbers of each call center layer.http://www.blogtalkradio.com/crmxchange/2010/06/17/calabrio-podcast-1Businesshttp://www.blogtalkradio.com/crmxchange/2010/06/17/calabrio-podcast-1/#commentshttp://www.blogtalkradio.com/crmxchange/2010/06/17/calabrio-podcast-1Thu, 17 Jun 2010 20:00:00 GMTCalabrio Podcast 1: Justifying Speech Analytics One Step at a TimeJustifying Speech Analytics One Step at a Time01:01:00CRMXchangenoCalabrio,speech analytics,quality monitoring,Agent KPI,call centerJustifying Speech Analytics One Step at a Timehttp://www.blogtalkradio.com/crmxchange/2010/05/24/knowlagent-podcastBusinesshttp://www.blogtalkradio.com/crmxchange/2010/05/24/knowlagent-podcast/#commentshttp://www.blogtalkradio.com/crmxchange/2010/05/24/knowlagent-podcastMon, 24 May 2010 15:00:00 GMTHiring Call Center Staff- Knowlagent PodcastIn this podcast you will learn how some contact centers are creating a speed screening experience where both the call center and the candidate can take a look at one another to decide if the job it a fit.00:45:00CRMXchangenocall center,contact center,training,call center school,agent trainingIn this podcast you will learn how some contact centers are creating a speed screening experience where both the call center and the candidate can take a look a