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Contact Center Insights


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In this program, we present content that appeals to executives who work in a variety of contact center operations.

On-Demand Episodes

Join me and Thomas Cardella, CEO of TLC Associates to discuss the impact that COVID-19 has had on his contact center.

How many of your sales people love to make cold calls? Probably not very many but I LOVE doing it. Nancy and Allison will talk about how to teach your sale people to stick with their prospecting techniques using a disciplined approach.

How are companies measureing the impact of their training programs? Nancy and Allison will explore this in our discussions today.

Voice/over artist Allison Black and Nancy Munro will continue their discussion on how to get the best voice recording and then how to distribute this to various social media and streaming channels.

In this episode, Nancy and Allison will discuss how to record your voice for voice/over projects and give some insights on editing and file distribution once you have your audio recorded.

In this episode, Nancy and Allison discuss the top trends for call centers -- will your center be part of the evolution?

In this episode, Nancy and Allison share information they have uncovered that will provide examples of how you can get your call centers operating at full capacity with the right skills to handle your customers.

You may have heard of responsive design if you have created a website lately but what is responsive learning? Nancy and Allison will discuss if this is just a term used for a traditional format of training or something new you can learn from.

Nancy and Allison will talk about new gadgets and discuss what new technology came out at the CES show that might be of interest to trainers.

In this episode Nancy and Allison review some of the technology trends of 2015 and what they see ahead in 2016