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The Evolving Contact Center
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Podcast Host: Albert Maruggi
Website: http://www.interactivesoftworks.com/
Location: United States
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The Evolving Contact Center podcast series provides trends, headlines, analysis and interviews with contact center industry leaders and professionals. Topics of content include contact center technology implementation, application integration, business process management, service-oriented architecture for contact centers, and other technology and operations best practices.
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Episode 8: Desktop unification for efficiency, planning for ups and downs in call volume play >
Episode 8: Desktop unification for efficiency, planning for ups and downs in call volume
7/5/2007 | Download File (25.32 MB) - right click to download
Today's podcast features a new segment on the Evolving Contact Center podcast, called "Ask the Expert." In today's show, Robb Duke of Interactive Softworks discusses the benefits of desktop unification for the contact center and its customers. The Call Center School brings tips on reacting to ups and downs in staff levels throughout the day. E-mail ccpodcast@interactivesoftworks.com with questions or comments.
Episode 7: Congress & Teleservices, Flammable Customer Moments & Speech Analytics, Evaluating Speech Analytics Technologies play >
Episode 7: Congress & Teleservices, Flammable Customer Moments & Speech Analytics, Evaluating Speech Analytics Technologies
5/21/2007 | Download File (25.32 MB) - right click to download
Tim Searcy, CEO of the American Teleservices Association (ATA), joins us again to offer insight on how Congress and regulators will affect the teleservices Industry. Anna Convery, a Nexidia VP, tells us how "flammable customer moments" can be extinguished with speech analytics technology. The Call Center School's Maggie Klenke offers ideas on "picking out the pearls" of an abundance of recorded audio.
Episode 6: Award-Winning Customer Experience, Hiring "A Players", and the Art and Science of Contact Center Staffing play >
Episode 6: Award-Winning Customer Experience, Hiring "A Players", and the Art and Science of Contact Center Staffing
4/23/2007 | Download File (25.32 MB) - right click to download
Beauty is not skin deep. It goes all the way to the contact center. Episode 6 is loaded with surprises and delight. Listen close and you might win a $25 gift certificate to Bath and Body Works. You'll also get tips on the how to hire "A players" for your contact center. The Call Center School segment features the art and science of scheduling representatives in the contact center.
Episode 5: Best Practices in Employee Retention and IVR Menu Design play >
Episode 5: Best Practices in Employee Retention and IVR Menu Design
3/23/2007 | Download File (25.32 MB) - right click to download
Today we have an interview with Jennifer East of Knowlagent, who offers advice for how to find the right employees for your contact center to decrease attrition. Penny Reynolds and Maggie Klenke from the Call Center discuss ideas for better IVR menu design.
Episode 4: Customer Loyalty and the Power of One play >
Episode 4: Customer Loyalty and the Power of One
2/23/2007 | Download File (25.32 MB) - right click to download
In today's podcast we have a recap of the IQPC Call Center Summit from the conference chairman, Fred White of Interactive Softworks. Jeff Marr of Walker Information discusses the contact center’s role in building, measuring and maintaining customer loyalty. Penny Reynolds and Maggie Klenke share the art and science of call center staffing.
Call center BPM, verbal makeover from the Call Center School, news from the Call Center Summit play >
Call center BPM, verbal makeover from the Call Center School, news from the Call Center Summit
1/25/2007 | Download File (31.06 MB) - right click to download
Today's episode of The Evolving Contact Center features Toni Portman of Stream. She discusses the details of matching human energy and call center technology to produce a better customer experience. Penny Reynolds and Pam Trickey of the Call Center School continue their lessons in the verbal makeover, discussing the importance of word choice. And Interactive Softworks' Fred White, chairman of IQPC's 2nd annual Call Center Summit, gives us his view on the happenings at that important conference.
ATA Convention and Expo 2006, part 2 of 2 play >
ATA Convention and Expo 2006, part 2 of 2
1/5/2007 | Download File (25.71 MB) - right click to download
In this second episode of The Evolving Contact Center podcast, we bring you part 2 of our coverage of the recent ATA Expo, including the rest of our interview with Tim Searcy, president and CEO of the American Teleservices Association. We've also got a discussion on data integration with Teresa Jones of the Butler Group, a division of Datamonitor, and she talks about how integrating data at the rep's desktop begins and ends with the business process. Also in this episode is a great "Real World" segment with the women of the Call Center School. Penny Reynolds and Pam Trickey show us how to fight off the verbal viruses we can all catch even without even knowing.
Episode 2: The 2006 ATA Convention and Expo, Part 2 of 2 play >
Episode 2: The 2006 ATA Convention and Expo, Part 2 of 2
1/5/2007 | Download File (25.71 MB) - right click to download
In this second episode of The Evolving Contact Center podcast, we bring you part 2 of our coverage of the recent ATA Expo, including the rest of our interview with Tim Searcy, president and CEO of the American Teleservices Association. We've also got a discussion on data integration with Teresa Jones of the Butler Group, a division of Datamonitor, and she talks about how integrating data at the rep's desktop begins and ends with the business process. Also in this episode is a great "Real World" segment with the women of the Call Center School. Penny Reynolds and Pam Trickey show us how to fight off the verbal viruses we can all catch even without even knowing.
ATA Convention and Expo 2006, part 1 of 2 play >
ATA Convention and Expo 2006, part 1 of 2
12/6/2006 | Download File (21.70 MB) - right click to download
A post-show review of the American Teleservices Association's annual convention and expo in Orlando, Fla., including interviews with ATA President Tim Searcy, Contact Center Consultant Tom Rocca, and Interactive Softworks COO Loyd Olson.
Episode 1: The 2006 ATA Convention and Expo, Part 1 of 2 play >
Episode 1: The 2006 ATA Convention and Expo, Part 1 of 2
12/6/2006 | Download File (21.70 MB) - right click to download
A post-show review of the American Teleservices Association's annual convention and expo in Orlando, Fla., including interviews with ATA President Tim Searcy, Contact Center Consultant Tom Rocca, and Interactive Softworks COO Loyd Olson.
