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UC Expo London - Quick Pix and Video Clip

Jon Arnold

I may not get a blog post out about the Expo, but I was interviewed twice, including a video segment on the floor with EM360 , which is included at the bottom of this post. Otherwise, here are some quick pix, both of the show and a few while about in London, albeit very briefly.

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Building Customer Care Leaders in the Virtual / Work-from-Home Environment

CCNG

Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years. In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment.

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The Reason Your Employees Can’t De-escalate

Myra Golden Media

I explain the principle of “don’t push” in this video clip. In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. This led to an all-out explosive situation, as you can see in the clip. In the scene, Nicholson’s character is trying to get a side of toast.

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Breaking Down The Challenges of Remote Training & How to Overcome Them

CCNG

The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG. Written By Trey Fischer Trey Fischer of Kat Lan Tat Services spoke to members on how to help training teams go from surviving training with the remote agents to thriving when training remote agents.

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Work at Home: Focusing on the People Issues

CCNG

In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

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Making AI Work in the Contact Center

Contact Center Pipeline

Viral videos” captured the zeitgeist, and every brand decided they needed to have one—even if they didn’t fully understand what made a clip “go viral” or how to be strategic with its […].

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Creating a Culture of Exceptional Service

CCNG

Enjoy this video clip where David shares how success in each of these four critical areas will lead to creating a culture where your customers receive exceptional care. Even great employees can struggle if they don’t have good processes to support their work.

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