NobelBiz | Webinars

Solutions for Turnover, Technology & Culture:

a Crisis-proof Call Center

Premiered | Wednesday, Feb 10th, 2021 | 10am PDT / 1pm ET

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Summary:

Running a contact center these days is like riding a rollercoaster full of thrilling and sometimes dangerous loops. To keep delivering in such an erratic business environment, managers and owners had to adapt by implementing new and untested solutions. Solving a set of problems led to a new host of problems that we are just beginning to understand.

This Webinar addresses the most ardent issues that contact centers have to deal with right now, after one year of experimenting with the virtual and hybrid model. Our experienced guest, Mike McGuire has a a lot to share in terms of solving some of the key problems facing the contact center world in 2021 and beyond.

Register now to learn about improving turnover, managing technology and cultivating a healthy company culture in a virtual environment.

In a nutshell, learn to take actionable steps towards a crisis-proof contact center.

Guest: Mike McGuire

Mike McGuire Portrait

With over 20 years of experience running contact centers, Mike executes business strategies and effectively communicate across all levels of management. Also, Mike is highly skilled in analysis, staff management, and building and leading teams to meet and exceed service level demands.

Mike spearheaded the opening of 5 new call centers internationally and supervised 10 call centers as a Center/Regional Manager. He also assisted hundreds of client in expanding their business from 1-2 representatives to over 1,000.

Host: Christian Montes

Christian Montes PortraitHost of the First Contact – Stories of the Call Center where he interviews leaders from the contact center industry, in search of new insights, tips and stories.

Host of the NobelBiz | Webinar Series which brings top leaders in the industry together to discuss important topics and share best practices.

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In this webinar you will learn:

1. Virtual training: challenges, what we`ve learned from the transition and how to improve the training process.

2. IT problems and solutions: the role of the technical infrastructure and how can it influence the overall center performance and bottom line.

3. Is there such a thing as company culture? Of course there is, but how does it translate to the virtual context to boost agent engagement. Find out what are Mike’s proffered methods.

4. What is the role of coaching: the fundamental role of agent coaching for improving the agent experience, general satisfaction and attrition.

5. The HR dilemma and agent turnover: How to deal with an overflowing workforce market and how to prevent agents from leaving the center.

6. Omnichannel and agent experience: There is a strong connection between the quality of virtual platform you deploy and the agent experience. This also has a strong correlation with the overall center performance and business opportunities.

7. Predictions: what the future holds for the contact center industry. Are we going back to the brick and mortar model or are we taking a more crisis-proof approach and go all in with virtual? Mike believes that the answer lies somewhere in between, predicting the rise of the hybrid contact center.

Webinar Overview:

Title: Solutions for Turnover, Technology & Culture: a Crisis-proof Call Center

Date: Wednesday, Feb 10th, 2021

Time: 10am PDT / 1pm ET

Duration: 35 min.