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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.
Why do you go to a particular grocery store? Why do you go to the doctor that you go to? Why do you buy your clothes at a particular store? If you will really take a moment to think about it, I would bet that it has something to do with the customer service that you have received.
Join business coach and trainer, Cherise Taylor as she shares helpful information on how you and your business can boost your customer service.
Customer contact personnel are an important component in creating great customer experiences. Join us with today's guest Flavio Martins - VP of Customer Support at DigiCert, Inc.- as we discuss the necessity of hiring the right people to service your customers.
The National Meeting of #AF4Q Aligning Forces For Quality will be November 6-8, 2013 in Austin, Texas. This is a Robert Wood Johnson Foundation group committed to lift the overall quality of health care in communities. They focus on data on quality, cost, and patient experience. The Flashback Segment highlights an 2008 interview with our friend @Warrior_Kat who shares her cancer survival story
This show will highlight my Subject Tracer Information Quality Resources available from the Virtual Private Library. In today's competitive and fast paced world, it has become a priority to know how to determine the quality and competence of the information that you are exposed to on and off the Internet. This show will be discussing such resources and tools to aid you in the requirement to keep you ahead of the curve!! We will also be reviewing the latest happenings from my blog during the last week. We will be also discussing my latest freely available Awareness Watch Newsletter V11N10 October 2013 featuring Green Resources and my freely available October 2013 Zillman Column.on Artificial Intelligence Resources.
On the Wednesday, October 9th 2013 broadcast at 10AM Pacific/1PM Eastern our guest is Michael Millenson, President, Health Quality Advisors, LLC. You can follow Michael on Twitter via the handle @MLMillenson.
Michael is a friend of this broadcast, a prolific and thoughtful writer, blogger and consultant and has recently penned the title: Still Demanding Medical Excellence posted on The Healthcare Blog and Health Affairs which is somewhat of a pulse check on the status of the quality movement since the IOM's landmark publication "Crossing the Quality Chasm" release in 2001.
He describes himself as a 'Quality-of-care evangelis't via his consulting, writing and speaking, and is an early, vocal and loud advocate for better, safer, patient-centered care.
Join us for an encore chat with this talented and thoughtful voice in the health innovation conversation.
Please join us today and every Sunday at 4:00 p.m. for SWM Sunday Service. Dial 712-432-0075, access code 671965# to listen in. Canadian callers or anyone having difficulty connecting to the line should dial 951-262-7373, then 712-432-0075 followed by access code 671965# or listen live via www.talkshoe.com/tc/90944. Come and be blessed.
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