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BPO Excellence: Employee Retention, Engagement, and a People-First Mindset: John Coulter
Manage episode 420932322 series 3356900
In this podcast episode, we sit down with John Coulter, Vice President of Call Center Outsourcing Services at Five Star Call Centers. With over a decade of experience in the industry, John has been a trailblazer in transforming call centers into key drivers of business growth and customer loyalty.
He shares his journey from starting on the phones to leading a team, emphasizing the importance of employee retention, engagement, and a people-first mindset. Join us as we delve into the innovations and strategies that make Five Star Call Centers stand out in the competitive BPO landscape.
Grab your headphones, and let’s embark on this journey to discover the human stories behind the headsets.
56 episódios
Manage episode 420932322 series 3356900
In this podcast episode, we sit down with John Coulter, Vice President of Call Center Outsourcing Services at Five Star Call Centers. With over a decade of experience in the industry, John has been a trailblazer in transforming call centers into key drivers of business growth and customer loyalty.
He shares his journey from starting on the phones to leading a team, emphasizing the importance of employee retention, engagement, and a people-first mindset. Join us as we delve into the innovations and strategies that make Five Star Call Centers stand out in the competitive BPO landscape.
Grab your headphones, and let’s embark on this journey to discover the human stories behind the headsets.
56 episódios
Todos os episódios
×1 Debunking Business Myths: The Leadership Blueprint for Contact Centers: Steve Bederman 1:08:18
1 What's Next for Contact Centers? Leadership, CX, and AI Insights: Colleen Beers 1:06:05
1 Empowering Women and Event Success in Lead Generation: Sara Malo 58:58
1 Building a Customer-Centric Culture: Annette Franz 58:31
1 The Loneliness Epidemic - How CX Can Bridge the Gap: Nate Brown 52:13
1 The JEPPP Philosophy: Milan Batinich’s Guide to Professional Fulfillment 1:01:26
1 Transformative Leadership: Harnessing AI and EQ for Better Customer Interactions: Thomas Paley 59:31
1 BPO Excellence: Employee Retention, Engagement, and a People-First Mindset: John Coulter 48:37
1 Speed of Business, The ROI of Empathy and Innovation in CX: Jay Baer 1:01:08
1 Feeling the Future: Emotion AI & Conversation in Call Centers: Josh Feast 56:21
1 Transforming Contact Centers through Servant Leadership and Innovation: Frank Mona III 52:31
1 Empathy-Driven Contact Centers: From Complaints to Connections: Dr. Natalie Petouhoff 1:01:48
1 The Role of Self-Service in Reducing Churn in Contact Centers: Chris Robinson 46:00
1 From Nearshore to Global: Contact Center Outsourcing Excellence: Neal Topf 1:01:44
1 From Customer to Leader: Bridging Gaps in Contact Center Operations: Dr. Hui Wu-Curtis 1:07:15
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