• 00:31

    Your Service Quality Journey and the 95 Method - with Tripp Babbitt

    in Business

    Get your copy of The Service Cost Paradox


    My guest, Tripp Babbitt, is a long-time advocate of the work of the late Dr. W. Edwards Deming and created his company to help service organizations apply his philosophy. Tripp had been an executive for a Fortune 500 company and CIO in State government. He now spends his time working with service organizations in many industries including radio stations, engineering firms, information technology, government, telecoms, banking, and insurance.


    In addition to his consulting practice, Tripp produces and hosts the Deming Institute podcast. He writes several articles and columns for IQPC and Quality Digest. He keynotes on the work of Dr. Deming and continual improvement.


    He is also creator of the 95 Method. The 95 Method was created to assist service organizations build customer trust, improve morale and give management focus. 


    The 95 Method was inspired from the difficulty in US organizations’ adoption of Dr. Deming’s philosophy.

  • 00:36

    Quality Transformation

    in Business

    Breathing new life into quality. Changing the perception of quality ownership by engaging agents so they could see their ownership in the process. The mission is building customer loyalty by providing a quality service experience the first time, every time.


    Join us as we talk with Toni Roberts, Diector at Delta Dental of Michigan, will be sharing her insight on Quality Transformation.


    Antoinette Roberts, director of Regional Operations, has been with Delta Dental of Michigan since1983. Prior to assuming her current role in 2006, Roberts served in various positions including director and manager of customer service. While overseeing the department, she executed implementation of large and national accounts and served as the direct point-of-contact for clients. In 2002, Roberts led the customer service department to its first BenchmarkPortal award, which recognizes the outstanding efficiency and effectiveness of the company’s call center. She is responsible for providing on-going service and support for large accounts, maintaining strong working relationships, offering problem resolution and retaining existing clients. In addition, Roberts manages two large accounts including the State of Michigan and the Michigan Public School Employees Retirement System (MPSERS).


     

  • 00:36

    Quality Assurance - One Minute Survey Results

    in Business

    A discussion of Quality Assurance processes and tools from a recent survey by BenchmarkPortalBest practices of high performing centers.


    Dayne Petersen has been managing and consulting with call/contact centers for a number of years.  She has experience managing and operating both business-to-business and business-to-consumer call centers. Additionally, she has a successful track record evaluating and implementing call center solutions that meet defined client requirements.


    In her most recent management role as Director of Call Center Operations, she acted as the internal “best practice and benchmarking consultant,” leading employee satisfaction surveys, introducing Six Sigma for call center process improvement and design, and implementing multi-media in the contact center. 


    Dayne is a passionate advocate of measuring Caller Satisfaction and Agent Satisfaction and using this data to develop effective Quality Assurance programs that deliver the desired outcomes.


    Dayne is also the Senior Consultant with Minnesota-based Call Center Solutions and is  certified by the Center for Customer-Driven Quality (founded at Purdue University) as a call center auditor, specializing in all areas of contact center operations.

  • 00:07

    Service: A Path to Happiness and Love

    in Relationships

    Thank you for joining us on Happiness Index, as we continue to deepen the conversation about service, our conversation today will focus on Service: A Path to Happiness and Love.  As we end the month of February and enter the month of March, we celebrate the coming of Spring and the varied opportunities to serve. Be engaging in service we unleash our love essence and immerse in happiness.  We believe that love is the essence of who we are and is evidence of the overcoming resilient spirit of human beings.  If you want happiness, love and service is the path. You want a better community, then give of yourself.  One of the better-known benefits of serving is the impact on the community and the person who is being of service. People who volunteer are the glue that holds a community together.  The beautiful thing about service is that the person who gives of him or herself receives the benefit of giving.  Giving and receiving are the same.  As we continue this topic of Service, we will be happy, because we will serve as we encourage you to serve.  The benefits of service:  1. Service connects you to others 2. It helps you to make new friends and contacts 3.  You gain new skills 4.  Be happy find someone and somewhere to serve.  Join us in this very important conversation to share your wisdom, please call (347) 539-5818. 


     

  • 00:34

    Delivering Quality: Sysco's Service with a S.M.I.L.E.

    in Business

    Ed Poorbaugh, from Sysco, shares how they have improved their average quality score from 88.7% to 94%, and reduced turnover by 15%.  They are delivering service with a S.M.I.L.E. 
    Ed Poorbaugh has held a number of positions in warehousing, transportation and information technology operations during his 17 year career with Sysco. Prior to his current role, he managed the IT operations for the Southwestern United States and was the project manager for several successfully enterprise-wide software development projects. Ed was an integral part of the design and implementation of Sysco’s new call centers in Houston and Dallas, Texas. Currently, he is responsible for the operational and quality performance of the support center, including the management of telephony and other technology platforms used to deliver a cost-effective and customer focused experience. Ed has a B.A in English with a minor in Environmental Sciences from the University of New Mexico.

  • 01:07

    A Kind Voice On Music featuring D Cam & Team Quality

    in Lifestyle

    Today's Kind Voice comes from Team Quality, a self-comtained label of amazing producers, song writers, and singers. Two members of Team Quality join us: D Cam and Estevan Johnson. D Cam is a former DJ-turned producer and song writer from Philadelphia, PA who has 14 years of music industry experience. Estevan Johnson is considered a veteran having a musical journey that started at the age of eight and a career that has seen him on Star Search and performing in front of thousands. D Cam and Estevan bring their talents together creating a dynamic sound few can duplicate.

  • 03:14

    Quality of Life Radio Expo - Day 2

    in Self Help

    Join Nancy Reid & Lisa Smith – publishers of Big Blend Radio & TV Magazine, for Day 2 of Big Blend Radio’s Quality of Life Radio Expo, airing live from the historic Coronado Motor Hotel in Yuma, Arizona
    Featured Guests:
    - Janice Lennard – Yoga and Pilates Instructor who has been involved with ballet, yoga, and pilates through study, practice, and instruction for over 65 years.
    - Cynthia Johnston, Herbalist and owner of MoonMaid Botanicals discusses Herbs as Aphrodisiacs.
    - Chalky White – Ski Instructor, Keynote Speaker, Author of best-seller ‘The 7 Secrets of Skiing’
    - Dennis Yang – Founder of Papa Didos Ideals Foundation, author and endurance athlete on an 11,000 mile run around the US for children's literacy and health.
    - S. Ward Heinrichs Esq. - Partner at Backstrom & Heinrichs Attorneys at Law in San Diego will discuss Harassment in the workplace.

  • 03:05

    Quality of Life Radio Expo-Day 1

    in Self Help

    Join Nancy Reid & Lisa Smith – publishers of Big Blend Radio & TV Magazine, for Day 1 of Big Blend Radio’s special Quality of Life Radio Expo, airing live from the historic Coronado Motor Hotel in Yuma, Arizona.
    Featured Guests:
    - Meg Blackburn Losey, PhD – Author ‘THE CHILDREN OF NOW...EVOLUTION: How We Can Support the Fast-Forward Evolution of Our Children and All of Humanity’
    - Mae Edwards – Singer-songwriter, violinist, recording artist, author 'Starlette & Saint: A Memoir On Dualism’
    - Asher Fox, C.Ht,.Sc.B. – Author ‘Fat to Fearless: Enjoy Permanent Weight Loss and End Emotional Eating...For Good!’
    - Aggie Garcia – Fashion designer and owner of Illusions by Aggie discusses Sewing History.
    - Glynn Burrows - Norfolk Tours in England explains ‘Why Buy Local?’

  • 01:01

    Life's Purpose is Service: A Path to Happiness

    in Relationships

    Thank you for joining Happiness Index.  We continue to explore service, we are returning to Life's Purpose is Service: A Path to Happiness.  


    What is the meaning of service? Is service an international convention agreed by all people? Assuming one works as a cook, dishwasher, taxi –driver, bank manager, City council person, all these positions are paid service positions. Does one focus on the fruit of the service or the work? Why is true service the road less travelled by most people?  Service as life’s purpose can be an impossible task if one is looking for a short cut to self-actualization.  If you would like to join us in this conversation to make the world better for all, please call (347) 539-5818.


     

  • 00:36

    Sex Talk: Quantity or Quality or just your duty.

    in Self Help

    Let's talk Sex! Is your sex life based on quantity, quality or just a duty?  Listen in to "Coaching Conversations " radio show as your host Life Coach Shawn Marie Cichowski and fellow life coaches Munni Visco & August Schilz will be joined by special quests- Sex Coach Maureen Ryan & Owner of Southtowns Wine & Liquors Jonas Ricco. Airing live 3/4 at noon. Share your thoughts by calling in at 657-383-1996.

  • 00:43

    REACHING RELUCTANT LEARNERS THE CENTER FOR TEACHING QUALITY

    in Education

    REACHING RELUCTANT LEARNERS


    THE CENTER FOR TEACHING QUALITY


     Our guests are  Nancy Barile, a National Board Certified Teacher of English Language Arts at Revere High School in Massachusetts and a blogger with the Center for Teaching Quality. She’s joined by her former student Eddie Scofield, now an education major at Salem State University.


    Presented by PEARSON RESEARCH AND INNOVATION


    www.pearson.research.com @pearsonnortham

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