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AESA EDUCATIONAL SERVICE AGENCIES; YOUR LINK TO QUALITY EDUCATION
No more Social Studies....AESA President Rich McBride, a favorite guest, returns with incoming President, Dr Dee Cockrille, from Huntingdon, WV. Welcome Dee.
Presented by LEGO EDUCATION
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.
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).
in Self Help
In this episode Pat Council will share some ideas on how to live a quality life. Get 4 profound tips that will give you perspective on where you are today and help you decide where you really want to be tomorrow as it relates to building a quality lifestyle. Get some insight on what living a quality life is all about and start designing a plan that will take you there. Also, Certified Financial Expert, Mario J. Payne of Raymond James Financial Services will do a follow up from last weeks show. He will share more about investing. Learn more about taking control of your financial life and start getting the quality life you deserve.
Visit our new website and register to win prizes and to get a free copy of best selling author, Pam Grout's book "E2".
Register to receive a free copy of our monthly newsletter, "Design A Lifestyle" and win, also.
Go to http://www.designingyourlifetoday.com to register to win.
The Grand Architect is visible through us and all around us, but we fail to recognize this Grand Being as It will appear in vast ways in the visible and invisible worlds.As an onion is peeled to reveil your Divine Self, the ego will fade away... eventually, remove layers that no longer serve you, but serve others.
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.
Thank you for listening to Happiness Index as we continue our conversation on service. Today we deepen the conversation with the theme "Heart Service: A Path to Happiness." We have many leaders that have been servant leaders. However, we view Dr. Martin Luther King, Jr. as one of our greatest servant leaders. Dr. King was clear about service and its power our heart work. He said, “Everybody can be great...because anybody can serve. You don't have to have a college degree to serve. You don't have to make your subject and verb agree to serve. You only need a heart full of grace. A soul generated by love.” He was equally clear about his path. He said, “Let no man pull you so low as to hate him.” He deepen his resolve when he said, “Darkness cannot drive out darkness: only light can do that. Hate cannot drive out hate: only love can do that.” We are encouraging you to take the high road as you are dealing with difficult issues as you serve humanity. Thank you for listening to Happiness Index on Blog Talk Radio. Join us in this conversation and make the world better for all, call (347) 539-5818.
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.
Thank you for joining us on Happiness Index, as we continue to deepen the conversation about service. The theme for the show today is, Service: A Path to Happiness and Love. We suggest that if you want happiness and love service is the path to take. You want a better community, then give of yourself. You want a happier life then find someone to serve. Examples of great leaders are, Nelson Mandela, Mahatma Gandhi, Buddha, Muhammad, Jesus, Dr. Martin Luther King, Jr., Mother Teresa, Princess Diana to name but a few. All these leaders have one thing in common they served and went beyond a call of duty. 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. Dr. Martin Luther King said, Everyone has the power for greatness -- not for fame, but greatness, because greatness is determined by service. Service is a matter of devotion and love! You can share your wisdom on this topic by calling (347) 539-5818
Sunday Worship Service NY NBCC
Bring the light of Christ into the hearts and minds of Gods people. God wants your expectations to soar like and eagle and trust God to bring all things to pass.
Sunday Church Worship Service Servants Heart
Grace to Empower Us Destiny In Christ, Rejoice in the Lord join New Beginnings Christian Center as we fellowship with our Lord and savior Jesus Christ who redeemed us to a glorious Hope in Christ Jesus.
In this special series called “The Neonicotinoid View”, host June Stoyer and special guest co-host, Colorado beekeeper, Tom Theobald, will talk to commercial beekeeper and bee advocate, Ivan Rickers about water quality concerns in Iowa. Stay tuned!
Today’s show is sponsored by MyMumble.com one of the leading voice chat service providers, with locations all over the world. MyMumble offers FREE, 5-seat voice chat servers for life, as well as higher capacity plans for any group that requires a secure environment for confidential communication
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