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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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CCA Queue Talk "People Process" with Gary Praznik

Thursday May 10th 12am 1 0 Comments Employee Management People Hiring Retention
Hear about iQor’s unique recruitment practices and how they hire without using a formal interview process.
Anonymous

CCCon Radio Live - February 22, 2012 with Bob Davis

Wednesday May 9th 12am 1 0 Comments 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.
Anonymous

CCA Radio Live: An Interview with Barbara Burke

Thursday November 10th 2011 12am 0 0 Comments
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
Anonymous

The ZAPPOS Experience on CCA Radio Live

Thursday October 13th 2011 1pm 0 0 Comments 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.
Anonymous

Queue Talk: Self Service, Social Media, and the Mobile Device Impact on the Contact Center

Thursday May 12th 2011 12pm 2 0 Comments 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.
Anonymous

Queue-Talk: CCA & CCNG Are Working Together to Serve You

Thursday March 17th 2011 10am 0 0 Comments 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.
Anonymous

Technology Trends, Where is The Contact Center Going?

Tuesday January 18th 2011 11am 1 0 Comments 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.
Complimentary

Full Contact: Contact Center Practices and Strategies that Make an Impact

Friday November 12th 2010 8am 4 0 Comments Contact Customer Culture Management Career
Listen in on this interview with Contact Center humorist, analyst and now author Greg Levin.
Complimentary

Work Force Management for the Holidays…

Thursday November 11th 2010 7am 1 0 Comments Management Workforce
On this Queue Talk, Rich talks with Tiffany LaReau, Owner of Human Numbers about our upcoming holiday work force management headaches.
Complimentary

The Three Must do’s for Executives for Customer Service Week

Wednesday October 6th 2010 4pm 0 0 Comments Customer Culture Customer Service Executive Management
Get your executives involved this week and gain visibility.
Complimentary

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