A Sneak Peek at Strategies for Optimizing Your Call Center Workforce

Presented by

Penny Reynolds- Co-Founder, The Call Center School

About this talk

Ever wonder why some of your staff give everything they've got each day, while others do barely enough to get by in terms of individual performance? From a recent keynote presentation at the CCNG Optimize event in Phoenix, AZ, Penny Reynolds shares several tips and techniques for getting more out of your center's most valuable resource — your employees. This is some of the content from her keynote address about workforce strategies, a very popular keynote at this year's CCNG Optimize events. Don't miss this fast-paced session and some great highlights and take-aways that can make your workforce more productive. Join Penny Reynolds, Co-Founder of The Call Center School as she talks with CCNG President and CEO David Hadobas on this enlightening and popular webcast (number one in a regular series of webcasts from CCNG and The Call Center School launching in May 2012). For more information on the CCNG Optimize events, webcasts and speaker content, please see - OptimizingCustomerContact.com.

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.