The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
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Learnings from Contact Center Leaders with Samantha Middlebrook
Manage episode 358686133 series 3449109
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
If you’re a contact center leader, this week we’re talking all about you. What’s going on in your business? How are you handling staffing in a strong employee market? How are you navigating modern metrics post-pandemic? Samantha Middlebrook, Senior Director of Product Marketing and Product Management for the Contact Center Productivity Business Unit here at Upland Software, joins Pete Wright to share her lessons learned from contact center leaders around the world.
The big takeaways: The last two years have been hard on call centers. From attracting and retaining call center talent to training and development, staffing is at the top of Samantha’s list. How does a modern call center remain adaptable in the face of new requirements around flexibility and engagement? And how does the savvy manager do the work of managing a staff spread out on islands around the world? Samantha has guidance on that, too.
Learn more about all the products Samantha mentions at UplandSoftware.com.
Submit your Questions to Connected Knowledge
- (00:00) - Welcome to Connected Knowledge
- (00:33) - Introducing Samantha Middlebrook
- (01:32) - Recruiting & Retaining Teams
- (07:26) - Training & Development
- (09:36) - Humanizing the Call Center
- (11:38) - Metrics, Forecasting, and Reassurance Transactions
- (15:20) - Evaluating the Sentiment of the Customer
- (19:19) - Upland Software Call Center Products
27 episodes
Share
Manage episode 358686133 series 3449109
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
If you’re a contact center leader, this week we’re talking all about you. What’s going on in your business? How are you handling staffing in a strong employee market? How are you navigating modern metrics post-pandemic? Samantha Middlebrook, Senior Director of Product Marketing and Product Management for the Contact Center Productivity Business Unit here at Upland Software, joins Pete Wright to share her lessons learned from contact center leaders around the world.
The big takeaways: The last two years have been hard on call centers. From attracting and retaining call center talent to training and development, staffing is at the top of Samantha’s list. How does a modern call center remain adaptable in the face of new requirements around flexibility and engagement? And how does the savvy manager do the work of managing a staff spread out on islands around the world? Samantha has guidance on that, too.
Learn more about all the products Samantha mentions at UplandSoftware.com.
Submit your Questions to Connected Knowledge
- (00:00) - Welcome to Connected Knowledge
- (00:33) - Introducing Samantha Middlebrook
- (01:32) - Recruiting & Retaining Teams
- (07:26) - Training & Development
- (09:36) - Humanizing the Call Center
- (11:38) - Metrics, Forecasting, and Reassurance Transactions
- (15:20) - Evaluating the Sentiment of the Customer
- (19:19) - Upland Software Call Center Products
27 episodes
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Similar to Connected Knowledge from Upland Software
The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
…
continue reading
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
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continue reading
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Go offline with the Player FM app!
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