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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Wednesday May 9th 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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