Join my conversation with Neal Dlin as we discuss how COVID has brought to light the mistreatment of "essential" frontline employees

Contact_Center_Insights

How COVID Has impacted Our Mistreatment of Frontline Emp

Join me and Murphy Fraser as we discuss that a bad hire is not always the fault of the person being hired.

The Costs of a Bad Hire

In this episode I speak to Melissa Copeland about how she is helping call centers undergo their digital transformation, many of which were pushed faster than they wanted due to COVID-19

How to Manage your Digital Transformation

In my conversation with Jeremy Watkin, we discuss how companies should always be calibrating their QA checklists and QA process to ensure they are measuring what is important to a good customer experience.

How to Evaluate your QA Scorecard

In this episode, Judy and I talk about how we have partnered up to add our ACES simulator to her proven LAMA technique for call center agents.

Judy McKee and the LAMA Technique

My guest Mark Wooley and I discuss how contact centers will manage the new mix of on-site or remote workers in the future.

Blurring the Lines of Remote and at Home Workers

How many times has your contact center rep taken the heat for something they have no control over regarding your brand? Probably more than you can count. In this episode, I speak with Nick Zeisler, an expert at process improvement and the customer experience. We will examine how companies need to build a CX role that will bridge the gap between all phases of the customer journey.

The Impact of the Full Customer Journey

In this episode, Christa Heibel from CH Consulting Group joins in our discussion about how companies scrambled to go remote and are now rebuilding their human capital to support each other and customers.

Year in Review

Join my discussion with Mark Brody, a long-time contact center consultant, to hear how contact centers had to quickly re-align their strategy to move all agents remotely.

The Year of the Great Pivot

My guest Eric Sims is a Contact Center Outsourcing expert who specializes in business development, sales, customer engagement, employee retention, technology solutions and enhanced human operating systems. He currently serves as the Co-Founder and CEO of Leading Edge Connections, LLC. A revolutionary business approach to outsourcing contact center business that provisions solutions in such a way to keep their clients on the leading-edge of success.

Benefits of Outsourcing to support you during COVID-19

Tom Cardella, CEO of TLC Associates gives us some extremely wise and simple advice on how to treat your employees. Having owned and managed contact centers for over 30 years, his strategy of building contact centers in small rural towns has really paid off.

Leading with Common Sense

Rebecca Gibson is a tireless contact center advocate who believed passionate employees are a key to an engaged workplace and will make memorable experiences for their customers.

Getting the Most Out of the Frontline Employee

Jeffrey Stiles has 30 years of experience in the call centers primarily at State Farm. He now provides consulting services to small and medium-sized companies

Getting the Best Out of Your Employees

CEO Steve Bederman speaks to us about how his clients move to the cloud and the benefits they see as a result.

Moving to the Cloud

In each show, Nancy Munro, CEO of Verbal Transactions interviews contact center executives to provide our audience with helpful tips and knowledge for the contact center industry

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