Call Center Confidence with Cutter & Catt

Jason Cutter

Running a call center is tough. Leading a sales team is a challenge. And there is the fun of having a call center sales team. In each episode, Jason Cutter and Oliver Catt will cover topics that are a part of running a call center sales operation, and provide you how to’s, ideas, and new perspectives on how to create success with your team. The show is a replay of the Call Center Confidence with Cutter & Catt weekly live broadcast. So in each episode, you will hear them go through an agenda/topic...or not...depending on what happens. It is raw, unscripted, sometimes funny, sometimes awkward, with comments and questions that come up from viewers during the event. To find out more about the show, live broadcast (which is every Wednesday at 1 pm EST/10 am PST/6 pm GMT), join the email list, and/or sign up to get reminders about each live broadcast – go to www.callcenterconfidence.com.

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Top 10 Call Center Confidence with Cutter & Catt Episodes

Goodpods has curated a list of the 10 best Call Center Confidence with Cutter & Catt episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to Call Center Confidence with Cutter & Catt for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite Call Center Confidence with Cutter & Catt episode by adding your comments to the episode page.

[Ep.1] Welcome to Call Center Confidence with Cutter & Catt

Call Center Confidence with Cutter & Catt

08/10/21 • 55 min

Welcome to the Call Center Confidence with Cutter and Catt Podcast!

We are here to help everyone in the call center industry in becoming a Call Center Hero. You can build a successful and scalable call center operation no matter who you are or where you are in the world.

In this first episode, Oliver and Jason talk about leadership and its components. In the future, we're going to be bringing in some experts that currently work in the industry to discuss topics in further depth, and to answer your questions.

Learn more from us as we tackle and discuss about leadership in the Call Center business.

Learn more about how to build your Call Center Confidence

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[Ep.7] How Can You Set Up Your Training For New Hire Success?

Call Center Confidence with Cutter & Catt

08/17/21 • 55 min

How do we effectively finish off our training cycle? What do we need to do to pick up when we have those bad apples within training?

One of the factors is not understanding what it is that they need, especially with the tools. We sometimes give them too much information over here, and not enough information over there.

In this episode, Oliver and Jason talk about the challenges during training, testing, proof of learning throughout the induction process, and the learning management system.

Learn all about training, and helping trainees progress through the cycle from beginning to end.

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[Ep.5] How Are You Starting Off Each New Hire Training Class?

Call Center Confidence with Cutter & Catt

08/10/21 • 52 min

How do we train our people the right way from day one and how do we get them involved?

Every company is different, we need to remember that the length of our training cycle is dependent on how much of a product offering you have. Whatever the case may be, we must make certain that we provide them with accurate information.

In this episode, Oliver and Jason talk about the onboarding training, the start of somebody's journey, and making it relevant.

Learn more about induction training, proof of learning, and also how we ensure that your people's attention is maintained from the beginning to the end of the training process.

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[Ep.10] Where do nesting end and ongoing education begin?

Call Center Confidence with Cutter & Catt

08/27/21 • 60 min

How can you prepare your employees to leave the nest and thrive in the sales team and on the sales floor?

Some companies believe that because they have completed some training and placed their salesmen on the floor, that the salespeople will figure it out on their own. It's comparable to how schools don't teach you how to cope with money, emotional intelligence, relationships, and other real-world issues, instead assuming you'll figure it out on your own, which leads to problems.

In this episode, Oliver and Jason continue talking about the nesting area that happens after the training period, and the ongoing education.

Learn all about the nesting stage, supporting your team, and setting them up for success.

Learn more about how to build your Call Center Confidence

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[Ep.2] What Tools Do Your Sales Leaders Have Available?

Call Center Confidence with Cutter & Catt

08/10/21 • 55 min

How do we manage a scattered workforce effectively? What are the challenges that leaders face these days when teams have shifted to working remotely?

Virtual leadership is not being in the same room as these people, and not being able to read body language. These little subtle things that you could pick up on as a leader have now disappeared and it is now over a screen.

In this episode, Oliver and Jason continue to talk about leadership, especially virtual leadership, and how it is different from what's supposed to be leadership since the world changed at the beginning of the year 2020.

Learn more about leadership and from our free tips, tools, and techniques that you can use as you reach your goal to become that Call Center Hero.

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[Ep.3] Are You Onboarding Your New Hires Effectively?

Call Center Confidence with Cutter & Catt

08/10/21 • 62 min

How do we bring the right people on board at the right time? How do we give them the tools and equipment to do their job from day one?

Most companies look for people that have the right characteristics and qualities. And that's really what it's all about because you can train them with the product, you can train the skills to be able to do what they need to do, but you can't train character or personality.

In this episode, Oliver and Jason talk about the whole onboarding process and what you need to know to be successful in this stage.

Learn more about who you want to get on the bus, job description, recruiting strategies, and ways to do interviews.

Learn more about how to build your Call Center Confidence

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[Ep.6] Why is training so important?

Call Center Confidence with Cutter & Catt

08/13/21 • 58 min

Why is training so crucial throughout your call center journey? How do you stay on top of what you've learned? This stage has been present throughout the contact center and is critical to its success. Training is vital for anything you do, whether it's a new project or a new campaign.

In this episode, Oliver and his guest Rich Edge, talk about his experience in training and how it moves forward today.

Learn about the essential tools that are useful during training, and how to improve the quality of your training process.

Learn more about how to build your Call Center Confidence

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[Ep.4] Which Recruiting Strategies Will Help Fill Your Center?

Call Center Confidence with Cutter & Catt

08/10/21 • 59 min

When it comes to hiring, think about who you want on your sales team or who you're looking to hire. Do you have a preference for short or long job postings?

Depending on what you're recruiting or looking for, a lot of times when somebody does a really short post, it's sometimes in the get-rich-quick category. You have to be careful with who that attracts.

In this episode, Oliver and Jason continue to talk about the recruitment and onboarding process and getting the right people in.

Learn more about getting people into the funnel of the recruiting process, advertising, job postings, and marketing budget.

Learn more about how to build your Call Center Confidence

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[Ep.8] What Does It Take To Create A Scalable Training Program?

Call Center Confidence with Cutter & Catt

08/20/21 • 62 min

How do you keep your training staff and the training process in check? How do you interchange people in a system and ensure the system's functionality?

One of the biggest challenges today is that there's now a lot of options when it comes to a learning management system. For anybody running or leading an organization's training, you must first determine your program's goal and objectives.

In this episode, Oliver and Jason talk about the training process, standardizing and calibrating the trainers, and learning management systems..

Learn all about training, building a scalable operation, and identifying the right tools to use to have a perfect training experience for your people.

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Learn more about how to build your Call Center Confidence

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[Ep.9] How Well Are You Preparing Your Trainees To Leave The Nest?

Call Center Confidence with Cutter & Catt

08/24/21 • 58 min

Is it vital for the trainers to stick with the trainees after training, or just simply hand them over to the operations team? This is primarily dependent on the availability of the staff. Some companies have so few trainers that it's not possible for the trainer to accompany the group out onto the production floor and provide support.

In this episode, Oliver and Jason talk about what's taking place after the training stage and how to help your people as they are handed over to the operations.

Learn all about the nesting stage, how to run a successful operation, and supporting your team throughout the lifecycle.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

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