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Call Center Crew - Avoid Pitfalls, Overcome Challenges, and SUCCEED!
21 minutes | Feb 21, 2018
2 Fundamental Principles in Operating a Call Center Team of Any Size
There are many principles and processes in operating a successful call center team. Landon Rich boils it down to the two most basic that are the KEY to winning with any team, in any location, handling any call type. Learn from his experience what works and what doesn't.
20 minutes | Feb 9, 2018
AI and Machine Learning in Call Centers
CEO and Host Landon Rich gives his thoughts on Artificial Intelligence and Machine Learning inside of Call Centers. Dive into how AI will help executives cut costs and improve the customer experience as well as answer the question; should call center employees fear losing their jobs?
24 minutes | Jan 24, 2018
Hows the Times and Technology has changed for Contact Center IT Professionals
19 Year Call Center IT Veteran Bill Wiser talks to us about how he has had to adapt over the years to continually succeed in the BPO space. We discuss call routing equipment, connectivity, PCI compliance and much more on this Call Center Tech week.
25 minutes | Jan 17, 2018
17 years of Human Resources inside of Call Centers
Chris Hislop has over 20 years of experience inside of contact centers with 17 of those being in Human Resources. We cover everything from methods of recruiting and training. How to mitigate agent attrition and help drive a better culture as well as the best ways to handle delicate situations with sexual harassment and a hostile work environment.
25 minutes | Jan 10, 2018
People, The Foundation of any Contact Center - CCC Podcast Episode 13
People are the foundation of any business but especially inside of a call center. Contact Center agents are the front line and face for the customers. Landon Rich walks through his experience and what he has seen from Executives down to Agents the best way to handle people.
31 minutes | Jan 3, 2018
Gamification - Gimmick or Game Changer
The ever increasing popularity of gamification has made its way to the call center world. We dive in with expert Jaden Mecham to pick apart the topic, analyze the ROI and show the value of its implementation.
22 minutes | Dec 27, 2017
CC Alarm Monitoring Operations
Does your home or company building have an alarm system? Find out what happens behind the scenes in a contact center that handles alarm triggers, life alert pendants and more. Many things are the same but with a few unique twists.
38 minutes | Dec 20, 2017
The Life of an Offshore Outsourcer
Ever wonder what living and working offshore was like? Cody Carter walks us through his past 5 years of living and operating a Contact Center in the Philippines. We dive into the living and location, outsourcing and BPO, and must see vacation destinations.
25 minutes | Dec 13, 2017
Attitude, Process, and Accountability with Sales Teams
Across any industry, vertical, or channel, these three principles apply and will drive any sales team to a new level. Call Centers and inside sales teams alike, Sam Foster takes us through his background and success with both.
24 minutes | Dec 6, 2017
Key Principles in Driving High Performing Call Center Teams
Learn key principles on how to drive even the lowest performing team to new levels inside of your contact center. Jacob Bentley shares his knowledge on what it takes to hit your goals and succeed.
16 minutes | Nov 29, 2017
Operating an Omni-Channel Call Center
Learn key principles on how to successfully operate an Omni-Channel Call Center. Whether you are on premise, in the cloud or simply managing contact center agents, these principles apply.
27 minutes | Nov 22, 2017
Building a BPO Legacy - Focus Services
Learn how Focus Services started from 1 employee to its current 2000+. Starting with manually dialing a list of 800 to spending $55K on the first dialer to serve only 12 phones. John Porter walks us through some key principles, both in life and business, to growing a call center successfully.
22 minutes | Nov 17, 2017
Contact Center Agent Training, Best Practices, Attrition and more
Learn about successful class size, how engaging and interacting with the class drives down attrition and how to put out the best agents to the production floor. We interview Craig Northrup, with 9+ years of contact center experience and training.
30 minutes | Nov 16, 2017
Driving Performance inside of your Contact Center
We explore how Clearview performance management helps all teams inside of call centers have better visibility, be more engaged and drive performance. No matter which vertical or industry your Contact Center serves performance is the life blood.
42 minutes | Nov 15, 2017
Should you be Outsourcing your Call Center Work?
Go down the rabbit hole with Bryce Hayes, VP of Operations at Telarus to find out the "why's" and "how's" of outsourcing. We discuss strategy, quality control, and Bryce's personal experience living offshore.
22 minutes | Nov 14, 2017
Moving your Call Center from Premise to Cloud
Benefits and ROI of moving your call center into the cloud. In this episode we interview Ray Hicken of Carrier Sales, soon to be Telarus and discuss the big shift in the contact center world.
19 minutes | Nov 13, 2017
The Snowball of Death inside Call Center Accounting
Escape the snowball of death inside of call center accounting. Learn how Joseph Beckman drove down his payroll discrepancies to under .05% with over 800 agents helping the center have lower attrition and higher performance.
2 minutes | Nov 3, 2017
Call Center Crew Podcast Launch
Giving you the run down of what to expect from the Call Center Crew in terms of the podcast and other great content. 10 days out!!
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