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AT&T's Key to Success: Align the Organization Around the Customer

AT&T's Key to Success: Align the Organization Around the Customer

Diane Magers at AT&T Business Services knows at thing or two about superior customer experience. Diane speaks about how to align the organization around the customer in order to be successful and how a toxic culture can poison a call center.

MetLife's Executive VP on Global Change Management

MetLife's Executive VP on Global Change Management

Exclusive interview with Christopher Smith, Executive VP and Head of Global Operations. Chris discusses global change management, company culture, employee engagement, and customer-centricity on a global scale, and shares best practices for consolidating international departments behind company values while allowing them to retain the local spark.

Empathetic Agents Matter in High-Crisis Situations

Empathetic Agents Matter in High-Crisis Situations

Kimberly Warrick, the Client Service Center Manager at New Jersey Shares, directs a team that regularly field calls from high crisis customers who may be low-income or elderly on a regular basis. Learn how she trains them to be empathetic, but also solution-oriented and calm under pressure during this exclusive interview at Call Center Week 2015.

Gamification is the Future of Learning & Coaching

Gamification is the Future of Learning & Coaching

Curt Behle, ITSM Leader at Zions Bancorporation, talks about the relationship between technology and customer service agents in this Call Center Week 2015 interview; how it empowers coaching, leading and providing excellent customer service.

Fonolo on Enabling CX Success with Technology

Fonolo on Enabling CX Success with Technology

Shai Berger, CEO of Fonolo, discusses the company’s history with forging the hottest products and services for contact centers as well as their plans for the future in this interview from Call Center Week 2015.

The World Bank: How to Create a Winning Culture

The World Bank: How to Create a Winning Culture

Exclusive interview with Call Center Week past speaker Troy White, Service Delivery Executive at World Bank. Troy discusses the wants and needs of clients, empowering your agents, the importance of IT to agent operations, translating customer satisfaction surveys into service improvement plans, and more.

Real Help. For Real People. In Real Time.

Real Help. For Real People. In Real Time.

The theory behind excellent Customer Service isn't complex: Do everything in your power to assist caller inquiries in a timely manner and do so with a smile. Simple, right? Not so fast. Support environments are complicated and mired with numerous hiccups. Amy Latzer, Chief Operating Officer at 211 LA County, explains.

Beyond the Headset: Listen to Your Agents to Create Culture

Beyond the Headset: Listen to Your Agents to Create Culture

The first step to managing employee expectations, goals and demands is to understand what those demands are. The only way to do so is to ask them. Transamerica, a financial services institution, conducts annual employee satisfaction surveys, but they don’t just complete the survey and then put it in a box and file it away. Crystal Wyland, Vice President of Customer Experience, explains why Transamerica doesn’t just ask for employee’s opinions. They act upon them.

Best Practices for At Home Agents

Best Practices for At Home Agents

Teddy Liaw, the of CEO NexRep, went over best practices for virtual and at-home contact center agents in his presentation at the Virtual Call Center & Home-Based Agent Summit in November. Watch his presentation to preview the at-home agent sessions at Call Center Week.

Complexity Is the Enemy of Customer Service

Complexity Is the Enemy of Customer Service

Save money. Save time. These are the main benefits to implementing a truly streamlined technology suite. Call centers all have the same end goal, but has anyone truly created the formula to successfully align technology with business strategy? What are the ways in which call centers or customer care centers can achieve that balance? Liz Osborn, Vice President of Product and Solution Marketing at Five9, answers all these questions and more.

Keep Your Eyes Facing Front

Keep Your Eyes Facing Front

Jeremy Booth feels like a broken record. He’s said time and again that the future success of call centers hinges on taking proactive performance measurements. Call centers need to stop looking at historical data that only depicts what’s already happened and instead they should focus on what is going to happen. In this interview, he explains why call centers need to stop looking over their shoulders and start looking ahead.