Power Player Panel #2--The Call Center Conundrum

The call center has a horrendous reputation—that’s old news! The second in a series of power player podcast panels, three call center futurists address how you can turn your call center from a “complaint center” to a “thinking organization.” Some call center thought leaders argue everything old is new again—specifically improved communication in the call center and with customers. Have you ever heard call center representatives compared to automatons? Jo’Ann Alderson, Kathy Herrmann and Judy Mckee provide surprising and counter-intuitive insight on the new school of call center thought. These power players have watched the call center industry mutate from a phone business to a technology obsessed business and back to what might be a phone business again. Jo’Ann Alderson has been called “the Oprah of her industry.” She is a CEO and author of the soon to be released book Connecting in a Faceless World. Kathy Herrmann is Partner of Pathlight Solutions and is known in some circles as the “business process queen.” Lastly we hear from Judy Mckee, Are you interested in spending less call center resources on damage control and more on preventative measures? Would you like your customers to like and respect your call center? We can all get to the caliber of the Rackspace call center—a case study mentioned in the panel. Our Customer Management IQ power players kick your call center into shape. Alderson, McKee and Herrmann have a few ideas on how you can make simple changes to turn the call center on its head. As call center leaders let’s lead with our best foot forward. Find out how in this content-rich panel.