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FIRST CONTACT STORIES OF THE CALL CENTER NOBELBIZ PODCAST RICHARD BLANK COSTA RICAS CALL CENTER. FIRST CONTACT: Stories of the Call Center is the place where untold stories from unsung heroes of the contact center world become heard. Leaders of the industry gather for a conversation with our host Christian Montes to talk about success and failure, about business and people, tips and debates that can help you in day-to-day life. NobelBiz Inc. is an industry-leading provider of contact center software solutions, from their patented carrier of carriers networks to their new, innovative, and fully-remote omnichannel contact center solution. Their network guarantees crystal clear voice quality and 100% uptime. Our novel NobelBiz OMNI+ omnichannel contact center solution makes sure agents can seamlessly switch between Twitter and voice, or any channel, with a simple click. Their support and engineers are always ready to guarantee full compliance and attestation solutions. When it comes to call center turnover, Richard Blank (Costa Rica's Call Center) shares insightful advice on how to keep the staff engaged in the industry with the highest attrition - all from a training perspective. It starts with setting the right mindset and the relationship you have with the agent. Find out more from our latest podcast episode: Call Center Culture and The Secret Sauce of a Successful Phone Call, with Richard Blank This is episode 2 of the third season of First Contact. Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train over 5000 employees for one of the larger call centers in San Jose. With a mix of motivational public speaking styles backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique jukeboxes in Central America, making gamification a strong part of CCC’s culture. Chapters: 00:00 Intro / Richard Blank Presentation 1:35 Fortune Favors the Brave: The beginning of a Call Center Journey 3:14 People and moments that made you start your call center career 5:04 How do you build a call center culture and grow call center agents 08:03 Addressing conflicts within the call center** 10:41 Adequate Training for Omnichannel Personalization 13:54 The Engagement Toolkit to Fight Attrition 17:05 Rhetoric and Phonetic Delivery: The Secret sauce of a Phone Call 26:54 AD 28:54 What Got Taken Away During COVID 32:41 Old School Retro Gaming Turned Into Gamification 38:40 The 30s Rule Technique 42:22 Positive outcomes after Covid 46:36 Keeping up with the team remotely 48:47 Being an agent at the Costa Rica’s Call Center 52:45 Looking forward into 2022 54:42 Ending thoughts https://youtu.be/PpYis4GsnPQ https://youtu.be/_GikqST6hlU https://youtu.be/zuv2O6nbTDk https://youtu.be/94HZBXUHB1Q https://youtu.be/uAT_O-uxMDM https://nobelbiz.com/call-center-culture-and-the-secret-sauce-of-successful-phone-call-richard-blank/ https://youtu.be/GYiiYi2eWfo?si=hYGG7_hCltdqi5VM https://youtu.be/F58n6vFj6UA?si=8gHTx6G6_qs8VuLD https://youtu.be/DtLuaK2pXDI?si=TdIianV0su_nI14w https://youtu.be/ok1Izv1KJMA?si=MpwlMQXG5Sj8G7dD https://youtu.be/w_oT9wY18zI?si=pvqqd8ee3Gx-e4i2 https://youtu.be/yhq5jYog5IM?si=h5vjWfmL8WVfUfn0 https://youtu.be/-yuGshNjvjY?si=OFS3iJVQjMOFKDjX https://youtu.be/rQCthbGWfdA?si=UXp-rtYiP_W6w1uC Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Christian Montes, NOBELBIZ PODCAST, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center

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