How COVID Has impacted Our Mistreatment of Frontline Emp
Join my conversation with Neal Dlin as we discuss how COVID has brought to light the mistreatment of "essential" frontline employees
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About
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
The Costs of a Bad Hire
Join me and Murphy Fraser as we discuss that a bad hire is not always the fault of the person being hired.
How to Manage your Digital Transformation
In this episode I speak to Melissa Copeland about how she is helping call centers undergo their digital transformation, many of which were pushed fast...
How to Evaluate your QA Scorecard
In my conversation with Jeremy Watkin, we discuss how companies should always be calibrating their QA checklists and QA process to ensure they are mea...
Judy McKee and the LAMA Technique
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.
Blurring the Lines of Remote and at Home Workers
My guest Mark Wooley and I discuss how contact centers will manage the new mix of on-site or remote workers in the future.
The Impact of the Full Customer Journey
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 cou...
Year in Review
In this episode, Christa Heibel from CH Consulting Group joins in our discussion about how companies scrambled to go remote and are now rebuilding the...
The Year of the Great Pivot
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 ...
The Year of the Great Pivot
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 ...