CallTalk™ Caramel #1: Emerging Best Practices for Training and Retaining in the "New Normal" скачать в хорошем качестве

CallTalk™ Caramel #1: Emerging Best Practices for Training and Retaining in the "New Normal"

The traditional models of in-person onboarding, training and communicating in general are not always feasible during the COVID pandemic. Pam Roddy shares specific tips and stories that can help guide you in successfully managing and motivating your precious CSRs. To View the Full CallTalk Show Click the link below: http://resources.benchmarkportal.com/... Town Hall Video:    • #136 CALLTALK: MANAGING WITH COVID-19 | Be...   Guest: Pamela Roddy | MAXIMUS A senior leader with experience developing and leading large customer service operations. Specialized focus in the call center, provider operations, and customer services in US, Asia and Europe. Experience includes client relationships, business development, project management and operations As an experienced leader I have successfully led complex programs, diverse teams and fostered continuous improvement. CallTalk Host: Bruce Belfiore | BenchmarkPortal Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University. CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.