• 00:31

    Going for Greatness: Contact Center Recruiting

    in Health

    Nena LaLumia, President of Atlas Contact Center Staffing & IT Consulting, talks contact center recruiting and how to keep high turnover rates and poor retention rates at bay. Putting the right type of person into the chair makes a huge difference, and having compassionate, empathetic, and skilled agents translates to higher levels of customer engagement and loyalty. But how do you find the right people?


     


     

  • 00:31

    Integrating the EHR with Your Contact Center

    in Health

    Join us as we explore the challenges hospitals, physician practices and health systems face to realize the benefits of integrating electronic health records (EHRs) into the contact center through workflow redesign and optimization. While EHRs were suppose to reduce errors and streamline care, our observations highlight a multitude of usability and productivity issues that cause frustration for patients, caregivers and physicians alike.

  • 00:31

    Supporting Contact Center Technology

    in Health

    Contact center technology platforms offer more functionality than ever before, along with better integration with other applications and more deployment options.  But, deploying a fully multichannel contact center is not simply about purchasing solutions and tying them together. Vince Fulgenzi, CEO of VITEC, Inc., will answer these questions as he helps us navigate the contact center technology landscape.

  • 00:36

    Multi Channels at the Contact Center

    in Business

    "Call" centers are now "Contact" centers, with multiple channels a client can connect with you and your business.  Special guest, David Raia, will be joining us as we examine this new world and discuss the following:
    Identifying and selecting Key Performance Indicators for multiple channels Tracking Multichannel Metrics - Tools and Tricks Efficiency (Cost) and Effectiveness (Quality) Balanced Scorecard Groupings in a multichannel Center Calculating Multichannel Occupancy and Utilization to avoid Double Counting Robbing Peter to pay Paul - Utilization overlap and the impact of Overtime Cost per Contact - The Final Frontier David Raia bio:
    Mr. David Raia is highly regarded in the industry as a Contact Center Operations Improvement Specialist. He began his consulting career in 1995 and has spent the past 15 years successfully driving a variety of complex Contact Center Optimization engagements across Federal Government and Fortune 500 companies in the United States and Canada.
    He has successfully delivered People, Process and Technology Improvement projects for Contact Center functions that include: Sales and Service, Credit and Collections, Campaign Management and CRM Strategies and Tactics. He and his project teams have met or exceeded Business Case commitments in each completed engagement. His areas of expertise include Virtual Consolidations, Market Segmentation, Contact Management, Quality Assurance, Agent and Supervisor Training, Reporting and Performance Management and related workforce optimization.
    Mr. Raia has been a featured speaker on many of these topics at a variety of national Contact Center and Management Seminars.

  • 00:30

    Contact Center Technology Trends

    in Health

    Donald Reichert, Vice President Associate CIO of MetroHealth Systems shares his perspective on choosing effective call center technology following a highly defined process and identifying the risks associated with each product being considered. He cautions not to rush through the important organizational stages of call center technology selection projects and haphazardly leap into analyzing products based only on the functionality that's needed -- or worse, start the selection process with a specific vendor already in mind.  

  • 00:35

    Highlights from Call Center Campus : Imagining Excellence in the Contact Center

    in Business

    After another amazing Call Center Campus event in Las Vegas this November 2014, Bruce Belfiore and Amy Novak, will be going over some of the highlights from the event.  Listen in for best practices shared in our Round Tables and Panel Discussions, as well as highlights from the guest speakers.

  • 01:54

    Regional and National Issues feat. Contact Center and Princess Ka'Nijah

    in Family

    Kicking off the show in the "Artist Spotlight" segment, Princess Ka'Nijah will join Mr. Yancey live in the studio to talk about her new album "Top of the World". Then tune in as Mr. Yancey talks with Cassandra Barham, Office Manager and Organizer with Contact Center in Cincinnati, Ohio. They will talk about how Contact Center offers education, empowerment, and opportunities to those who are low and moderate income. They will also talk about some of the issues in the community that Contact Center has tackled. You can call in with your questions and comments at (914)338-0665. You can watch Princess Ka'Nijah live in the studio on UStream at http://www.ustream.tv/channel/who-has-the-power-radio-network .

  • 00:30

    Management: Generation Y in the Contact Center - Who, How, and Why?

    in Business

    Bruce talks with Greg Van Zandt about the up and coming generation of contact center employees - The Millennials aka Generation Y.


    Understanding Millennials:
    Who Are They? How are they different from those before them? What drives them? What are their social attributes? What are their strengths?
    Leveraging their Strengths: Considerations when managing this Generation,
    Implications on: Recruiting, Screening and Training, Scheduling, Work
    diversity, Training / Coaching, Contact Center and Corporate culture, Leveraging technology, Leveraging Millennials’ unique characteristicsRevving up for Gen Y: Dynamic Scheduling, Acknowledgement and Motivational Feedback and Coaching, Tinkering, Incentives.


    Greg Van Zandt is a Customer Service professional with over thirty years’ experience in developing and managing customer service organizations for predominately Fortune 1000 consumer products companies. Professional services experience includes projects across many industries: financial, insurance, hotel/travel, automotive, utility, consumer and business products industries, and federal government with a focus on customer service operations. Greg has significant experience in multi-site contact center and field service management, rules based routing, and customer focused multichannel handling optimization. Greg is a founding member of the Board of Directors of the Center for Customer Driven Quality, Purdue University, past member National Board of Directors, Society of Consumer Affairs Professionals, past Executive Chair Electronics Industries Association Consumer Affairs Counsel, and is a Chicago Regional Coordination team member of the Contact Center Networking Group (CCNG).

  • 00:32

    Managing Contact Center Implementations

    in Health


    Singola Consulting and MetroHealth Academic Health System recently partnered to assess and design their contact center.  Brenda Robinson from MetroHealth will be our guest this week. She will be discussing the initial stages of managing their contact center implementation.  Please join us to hear how Brenda addresses key stakeholders concerns, staffing, technology and the overall execution of such an important initiative that impacts patient satisfaction and care.

  • 00:32

    Process Improvement at Contact Centers - A Lean Six Sigma Approach

    in Business

    Customers are demanding more efficient and effective service from Contact Centers throughout all industries.


    Walt will chat with the Assistance Vice President at Provident Credit Union, Walt Sweeny, about a Lean Six Sigma approach to Contact Center process improvement that Contact Center leaders could use to make their Contact Center be the best it can be, effectively and efficiently.


    Walt Sweeny has been in the Contact Center business for over 16 years. He is currently an Assistant Vice President with Provident Credit Union in Redwood Shores California.


    Previously, Walt had Contact Center assignments with Greater Bay Bank (a subsidiary of Wells Fargo Bank) and AT&T Broadband. He received his Master of Business Administration from San Francisco State University School of Business. Walt is also Lean Six Sigma Green Belt Certified. He serves on the Northern California Contact Center Association steering committee and resides in the San Francisco Bay Area. He is married with three daughters.

  • 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.

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