269: Building Successful Call Centers from the Ground Up; with Joe DiNatale

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Ever wondered what it takes to build a high-performing contact center from scratch? Join us as we uncover the secrets with Joe DiNatale. Joe is a contact center executive with extensive experience across operations, strategy, customer experience, and vendor management. Over his career he has held most leadership positions within the contact center space including building call centers from the ground floor. Spending the past 10 years working in the telecommunications industry for some of the largest cable operators where Joe has led transformational change in the contact center.
In this episode, learn the significance of location, university access, and mass transit for efficient hiring, as well as the benefits of leveraging local economic environments and tax incentives. Joe shares his firsthand experiences, challenges, and the immense satisfaction of creating sustainable contact centers that continue to thrive years later.
But the journey doesn’t stop at mere infrastructure. Discover the essential strategies for building a strong team culture and managing call center growth. We delve into the qualities that make up a stellar team, such as coachability and strong work ethic, and the importance of a phased approach to onboarding and training. Joe highlights the value of a comprehensive resource repository and recognition initiatives like "employee spotlight" to foster engagement and motivation. Tune in for practical insights that will guide you in setting up and nurturing a successful contact center.

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