The latest episode of CallTalk from BenchmarkPortal (News - Alert), to air on Wednesday, March 16, will discuss the creation of a quality monitoring program, and the specifics of developing a strategy aligned with an organization’s business objectives to achieve value.
The session, titled “Quality Assessment: Coaching,” brings on Lisa Courteau, manager of Quality and Training programs, and host Bruce Belfiore, senior research executive for Purdue-founded Center for Customer-Driven Quality in a discussion concerning the atmosphere of call centers. The show also airs without the bias of sponsors so listeners can remain free of sales pitchy speech and swayed opinion.
Belfiore and Courteau will explore how creating a culture in which call center agents look forward to having their calls evaluated contributes to the overall productivity and success of the call center. Courteau, a graduate of St. Cloud State University in Speech and Mass Communications, has been a figure in the call center industry for over 20 years. Her experience implementing and managing call quality improvement initiatives has proven successful for many call centers, and her work has proven to create consistency within evaluation processes.
Covering all educational call center topics, the CallTalk series from BenchmarkPortal welcomes input from listeners through e-mail at firstname.lastname@example.org or by calling in to 347-857-3117.
Be sure to tune in March 16 at 4 p.m. ET to hear the informative discussion, and obtain your chance to win a $1500 Benchmarking Survey!
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Janice McDuffee