Contact Center Association’s podcast series (Queue Talk) features interviews on a broad range of topics with industry practitioners and leading contact center managers. Find out about the tools, strategies and leadership methods they use to keep their contact centers firing on all cylinders.
Queue Talk podcasts are available to all CCA registered online members and provide you with the flexibility to listen from home, on the road or in the office. New episodes are available on a bi-weekly basis.
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Friday August 3rd 2012 12am
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Contact
First Call Resolution
Join Rich as he interviews John Quaglietta, of Avaya about Future Contact Resolution. No it's not a typo. John will be discussing the way organizations are predicting customer behavior and responding before the customer even knows the need to call!
This is cutting edge and I hope you listen to this live interview. You can call in and ask questions live!
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Wednesday July 11th 2012 7am
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Knowledge Management
Customer Service
If you are looking to improve First Call Resolution and reduce the cost per call in your center you should listen in on the practical advice Randy shares.
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Thursday June 7th 2012 10am
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Customer Service
Social Service
Customer Loyalty
Listen to this Q-talk with Lauren Ziskie Chief Experience Officer, Dialogue Marketing Inc. Lauren discusses the latest trend in social media in the contact center.
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Wednesday May 9th 2012 12am
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Quality
What is a Quality Conversation? In the contact center it means a genuine interest in the customer, a strong emotional connection, and asking the right questions to transition to a solution.
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Thursday November 10th 2011 12am
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Listen to a recording of this live show as Rich Hand interviewed Barbara Burke about her book: The Napkin, The Melon & The Monkey How to Be Happy and Successful by Simply Changing Your Mind
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Thursday October 13th 2011 1pm
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Customer Service
Book Review
Listen to a recording of this live show as Rich Hand interviews Joseph Michelli, PhD, Author and Speaker about his most recent book -
The Zappos Experience: 5 Principles to Inspire, Engage, and WOW.
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Thursday May 12th 2011 12pm
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Social Media
Self Service
Rich Hand and Mariann McDonagh, CMO of inContact talk about three of the hottest trends in our industry; self service, social media, and mobile technology.
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Thursday March 17th 2011 10am
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Community News
The contact center industry has breaking news! Join David Hadobas Founder of CCNG and Rich Hand Director of Membership & Publications of CCA as they discuss the new membership offering that combines CCNG and CCA.
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Tuesday January 18th 2011 11am
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IVR
Social Media
Management
Trending
Technology
Tools
Rich Hand interviews Graham Allen, Director of Product Development & Strategy at Convergys. Graham shares interesting insights of where the future of technology is taking the contact center.
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Thursday November 11th 2010 7am
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Management
Workforce
On this Queue Talk, Rich talks with Tiffany LaReau, Owner of Human Numbers about our upcoming holiday work force management headaches.
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Wednesday September 22nd 2010 1pm
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Customer Service
Data
Customer Loyalty
Customer Expectations
Customer
Listen in on Rich Hand and Bob Last discussing a report they "stumbled" upon. Although the report is a few years old the overall grade for Contact Centers was C-! See if the 5 key findings in this report align with your contact center goals and strategy in 2010...
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