Many contact center leaders struggle to get new hires up to speed, and AI will continue forcing human agents to tackle increasingly difficult sales and support scenarios. Adam Levin joins us today to discuss how to empower workers around the globe with new coaching and training tools, rather than replace them. Guest: Adam Levin, Adam is an expert in contact center coaching. He is the Founder and CEO of Reddy, coaching software that trains new sales and support hires in half the time of traditional methods. Previously he was the Co-Founder and COO of MYX, a higher-ed alternative that created in ..read more

Remote and hybrid work are not new to contact centers, but getting really good at it on scale and for the long haul, is quite new. How are organizations retaining best talent once hired, and how are they bringing people into culture folds quickly, while building excitement about these employment opportunities? How do leaders emit the energy and ethos of the organization while clearly laying out expectations and holding people accountable? How are contact center organizations adding more flexibility to the mix? Join this session for details from Michele Rowan, President of WFH Alliance. She's t ..read more

Customer service surveys are no longer effective. Response rates are low, customers are tired of endless requests, and it's becoming more difficult to get actionable data. A new technique called sentiment analysis analyzes the conversations you're already having with customers so you don't have to pester them with survey requests. This technique can reveal immediately actionable insights, including trends you might miss with a traditional survey. Guest Jeff Toister: Jeff's first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed wi ..read more

Chad Tatton brings tremendous experience in using quality assurance to improve customer satisfaction, efficiency, effectiveness, time to proficiency, and sales in the contact center. During this conversation with host Bruce Belfiore, Chad will relay his experiences in helping organizations identify the right blend of people, processes, and automation to achieve improved outcomes. Chad will include some ?out of the box? approaches to automation and AI implementations of QA. He will also talk about approaches to improve the reliability and accuracy of automation by balancing technology, people ..read more

Summary: This episode of CallTalk will focus on explaining the different types of Generative AI, as well as best practices to follow in selecting an LLM (Large Language Model). The discussion will help you understand what you should know, and helpy you identify the right LLM for your business. Important areas will include picking the right use cases, and the elements you should consider (cost, latency, hallucination, etc.) before pinning down your roadmap. Guest: Jimmy Padia Founder, CEO & Founder Jimmy Padia is an Expert in Generative AI-based Conversational AI applications for Contact Ce ..read more

Artificial Intelligence (AI) and Chat GPT are invading the minds of contact center managers around the world. But what will they mean for you and your operation? Join Bruce Belfiore and AI futurist Mark Coudray for a CallTalk episode that confronts AI and its implications for contact centers headon. Mark will share his experience and thoughts in an episode all managers should hear - - to be prepared. About Mark Coudray: Recognized as a premier thought leader & practical strategist who delivers documented gross margin gains and net profit results in todays highly commoditized, price-driven ..read more

Everything, Everywhere, All at Once: An AI Expert Outlines Future Impacts on Contact Centers ..read more

From medical marijuana to recreational marijuana, to when you can test, how you can test and what you can test, the laws vary by jurisdiction, so be extremely careful if you are a multi-state employer who is using a one size fits all drug testing process. I suspect this area will see an increase in litigation as the laws continue to change or are unclear and employers struggle to keep up. There are 51 pending bills at state legislatures related to testing for Marijuana ..read more

Answering services have been around for 100 years. But times are changing, and today, customers want to text companies. Businesses are text-enabling their business lines every day. But often, they're too busy to respond to customers themselves. Join Bruce Belfiore as he interviews Gary Pudles about how easy it is to make your business ?textable,? as well as being the first answering provider with on-demand live agents to respond to texts and chats when companies can't. With Guest Gary Pudles, President & CEO of AnswerNet. Gary founded AnswerNet in 1998 and is a self-proclaimed ?serial entr ..read more

Hiring agents has become more difficult and managers are looking for new ideas and approaches to increase success. Join Bruce Belfiore as he interviews Ravin Shah about today's market for contact center agents - and how to win with top candidates using a structured, speedy methodology. Ravin Shah is the Founder & CEO of Hellohire, a software platform that helps contact centers hire the best agents faster, while reducing recruiting time and costs. Ravin is a serial tech entrepreneur on a mission to expedite and humanize the hiring process ..read more