132 Folgen

CallTalk is the first on-line radio show specifically about Call Centers. BenchmarkPortal brings this show to listeners with no vendor sponsorship so the content is completely neutral. If you have a topic you would like us to cover, send it to Calltalk@benchmarkportal.com

CallTalk Radio BenchmarkPortal

    • Wirtschaft

CallTalk is the first on-line radio show specifically about Call Centers. BenchmarkPortal brings this show to listeners with no vendor sponsorship so the content is completely neutral. If you have a topic you would like us to cover, send it to Calltalk@benchmarkportal.com

    Hidden Obstacles to Outstanding Contact Center Service

    Hidden Obstacles to Outstanding Contact Center Service

    Are you endlessly trying to get agents to improve their customer service? There might be a culprit you’ve never considered. Discover hidden and counterintuitive obstacles that hurt agent performance.

    You’ll learn:
    Why rewards and games often makes service quality worseHow wall boards can increase your queuesWhat secret your agents know that can immediately improve service
     

    Guest Jeff Toister

    Jeff Toister is a best selling author who has written three customer service books, including Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service. Feedspot has named his Inside Customer Service blog one of the Top 50 customer service blogs on the planet.  Jeff has been recognized as a customer service thought leader by Global Gurus, ICMI, and Comm100. Thousands of customer service professionals subscribe to Jeff's Customer Service Tip of the Week email, and have taken his video-based training courses.

    • 38 Min.
    Agent Performance and Quality Training

    Agent Performance and Quality Training

    Ever have a bad experience with a contact center agent? Why do you think this happened? One answer may be poor training or poor coaching – either way these situations can be avoided. Join us for our next discussion to hear Nancy Munro share tips and advice on how contact centers can build better and more effective training programs.

     

    Guest: Nancy Munro, CEO of Verbal Transactions, has over 28 years in helping organizations implement and deploy voice enablement solutions.  Nancy has worked with organization’s like CVS, AT&T and Microsoft, helping them decipher how best to address performance challenges that align to their structural capabilities and revenue goals.

    Nancy pioneered voice-enabled technologies in the corporate space and was the first to launch an interactive audio role-playing simulator. Her current solutions leverage speech recognition and AI to provide a scalable and immersive learning application.

    Nancy speaks at various conferences such as the eLearning Guild, ASTD, and AA-ISP and was the Chair of the MIT Enterprise Forum of Chicago for three years.

    • 33 Min.
    Incentives, Gamification and Engagement - a new take

    Incentives, Gamification and Engagement - a new take

    Gamification and Engagement have been used in contact centers for some time now and so far, the results have been… mixed. Why do some Gamification and Engagement programs work so well for some organizations, and fall flat for others?

    Fresh out of the military and religious service, Elijah stumbled upon Snowfly, a leading gamification-based incentive, engagement, and analytics company, that did things differently. It’s a company that focused on people and understood and leveraged human psychology. He’s seen and participated in effective programs and created tools that have completely transformed organizations and its people. He’s now on a mission to spread the message the Gamification, Incentives, and Engagement have a new look.

    Guest: Elijah Cox, COO of Snowlfy

    Elijah is the Chief Operating and Technology officer at Snowfly, a leading gamification-based incentive, engagement, and analytics company. Elijah started as a junior programmer for Snowfly and within a few years was involved in all operations and consulting within HR, product, and Employee Experience/Engagement. Elijah is passionate about self-improvement, leadership, and organizational health.

    • 36 Min.
    Contact Center Associations: Leveraging Information and Networking

    Contact Center Associations: Leveraging Information and Networking

    Contact center industry associations can contribute a lot to the success of your center and your career. However, many managers don't consider joining or, if they do, fail to make the most of their investment. We have brought in an expert who has seen this from both sides, and can tell you how to make the most of the opportunities that associations offer.

    • 31 Min.
    Conversational Virtual Agents: Advantages and Caveats

    Conversational Virtual Agents: Advantages and Caveats

    "Conversational Virtual Agent (sometimes known as chatbots) are all the rage. There has been an explosion, with easily accessed and low-priced conversational frameworks from the likes of Amazon and Google. However, while it’s easy to put together a bad conversational application, developing and deploying one that actually provides a useful service for everyone

    involved is a different matter.

    Join this show to hear about the different channels on which virtual agents can act, how their knowledge base should be structured, the best approach to training, the necessary integrations, and why machine learning, with

    all its promise, is not enough to build a conversational agent that you can trust to talk with your customers."

    • 33 Min.
    Customer Care in a “Transhuman Era”

    Customer Care in a “Transhuman Era”

    Technology is impacting every aspect of our lives from home shopping, home deliveries, video streaming, voice activated home hubs,  to kids paying to watch their favorite gamers … well play Video Games.  Technology developments in Customer Care world are also developing at a dizzying pace and the increased use of live chat, SMS, Social Channels and Chat Bots in customer care are staggering)

    • 33 Min.

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