Q and A Pt. 14 - How to Ensure Every Agent Is Exceptional on the Phone

How AI Tech Companies Mislead Call Centers Pt. 2

How AI Tech Companies Mislead Call Centers

Why Scoring 100% of Calls Is Not the Answer

How to Make Mediocre Agents Great Pt. 5

Study Shows Automated Digital Channels in Decline

A Training Model Refresh for the Industry

The Call Center Industry's Denial Dynamic

Coaching Is a Symptom of a Problem, Not a Solution to One

Q and A Pt. 12 - Managing Protocols, Happy Agents, and Convincing C-Level Executives

Q and A Pt. 11 - Teaching Empathy, Authentic Tone, Rapport Management, and Accountability in Every Call

How to Make Mediocre Agents Great Pt. 4 (A Formula That Guarantees Service Excellence)

How to Make Mediocre Agents Great Pt. 3 (Misguided Narratives)

How to Make Mediocre Agents Great Pt. 2 (Accountability)

How to Make Mediocre Agents Great (Possibilities)

Throwback 1st Episode from 1/31/22: Call Center Sushi Bar

The Pitfalls of Digitally Automated Quality Assurance

Farmer's Dog, Generation Z, and Basic Phone Skills

Q and A Pt. 10 - AI, robotic agents, different types of calls, different opinions regarding customer service, and improvement concepts

Q and A Pt. 9 - Empathy, demanding customers, agent turnover, de-escalation techniques, and unique training expertise