Aug 21 2020 58 mins 6
I had the great pleasure of being asked to give a talk to the University of Wisconson E-Business Consortium on "Making Call Center Culture Tangible, Using Culture as a Weapon, and Engagement Practices for Call Center Reps". This is the full talk that I gave. It's well worth the listen. If you would like to have the deck that I used, please message me on Linkedin and I will be more than happy to send it to you! Hopefully, it will add some value to your organization as well. There is the response we got from the moderator after the talk: " You ROCKED it this morning, Tom! Thank you so much for sharing your time – and a fabulous talk with our Customer Care Community members! We received several spontaneous “Wow! That was great!” messages in the chat stream after you spoke – and several participants have already emailed me to ask for a copy of your slide deck (they just couldn’t wait for us to upload it to our members site in a couple of days). We’ll have the results of our “official” post-event participant survey in a day or so, but I can feel in my bones that the session was a great success. Kudos to you for hitting the ball out of the park! And on behalf of me, the team – and all today’s participants, THANK YOU for your willingness to share your insights and experience around this very important topic with the community.
