Brandon Caudle and Kenny Butler

05/18/20 • 33 min

In this episode we sit down with Brandon Caudle and Kenny Butler to discuss agent engagement strategies in the contact center. These two gentlemen have a wealth of experience in the contact center and offer some greats insights and real-world tips on ways to engage your agents in a meaningful way in order to drive the best customer service possible.

Previous Episode

Paul Stockford - Contact Center Disruptors

We are excited to be kicking off season 2 of the Working Smarter podcast by sitting down with Paul Stockford, founder and Chief Analyst at Saddletree Research. Paul is one of the the leading voices in the Contact Center world and in this episode he shares some of his insights into potential disruptors to the marketplace. From the new generations entering the workforce to emerging technologies, Paul covers a LOT of ground in this episode so sit back, relax, and settle in for one of our best episodes yet!

Next Episode

Jim Burdick

In this episode we are joined by Jim Burdick, Workforce Manager for Priority Health. We focus our discussion on Workforce Management principles so this episode will be especially useful for those who focus on WFM. We discuss overall WFM strategy, dealing with complex routing scenarios, WFM metrics, and we discuss a day in the life of a Workforce Planner in a complex healthcare environment.