Shows
The Rehab RemixFrom Clinician to Risk Manager: Dr. Mike Uzar on Protecting Rehab Professionals from Lawsuits, Licensure Issues & Reputation RiskIn this conversation, Dr. Mike Uzar joins Drs. Young and Tighe to discuss the importance of risk management in the physical therapy profession, sharing his journey from clinical practice to consulting. He emphasizes the value of transferable skills, the gaps in current PT education regarding risk management, and the significance of building rapport with patients to mitigate risks. The discussion also highlights misconceptions about risk management and the need for confidence in clinical practiceSign up for our newsletter below: https://link.haikii.io/widget/form/MJlWPT4WCGyHbMQoM38dWant to be a gu...
2025-10-1423 min
Freedom Blueprint for Home Services | HVAC, Plumbing, Electrical, Leadership, Business Growth110 | Classroom to Call Center: Angie Snow on Training CSRs & Building a Sellable BusinessShow InformationEpisode Number: 110 Date: October 13, 2025 Duration: 35:02Host Contact InformationHost: Justin Deese Website: JustinDeese.com Contact: Justin@JustinDeese.comGuest Contact InformationGuest: Angie Snow Company: ServiceTitan (Industry Advisor); Co-founder, Snow Business Coaching Guest Website: ServiceTitan.com | (YouTube) ServiceTitan channel for CSR training Gift to listeners: Save on the CSR Academy Live (Oct 16–17, Utah) with code FRIEND at CSRAcademy.comSummaryAngie Snow shares the real story behind her 2007 leap in...
2025-10-1336 minThe Rehab RemixKnowledge Is Power: Mastering Risk Management in Physical Therapy PracticeIn this episode of Rehab Remix, Drs. Young and Tighe discuss the critical topic of risk management and prevention in physical therapy. They explore the fears and misconceptions surrounding professional liability and license protection, and the importance of understanding these concepts for new clinicians. The conversation delves into common risks in clinical practice, particularly falls, and how to manage them effectively. Sign up for our newsletter here:https://link.haikii.io/widget/form/MJlWPT4WCGyHbMQoM38dWant to be a guest on our podcast? Fill out this form...
2025-10-0717 minThe Rehab RemixSports Physical Therapy, Private Practice & Concussion Care with Dr. Alex Peters | The Rehab Remix Part 2In this episode of Rehab Remix, Drs. Tighe and Young continue their conversation with Dr. Alex Peters, a sports physical therapist and owner of Impulse Physical Therapy. Dr. Peters shares insights on starting a private practice, navigating insurance models, and the importance of mentorship in physical therapy education. He discusses his involvement in concussion research and emphasizes the need for effective exercise dosing in rehabilitation. Dr. Peters also highlights the significance of patient-centered care and mindfulness in practice.Sign up for our newsletter here:https://link.haikii.io/widget/form/MJlWPT4WC...
2025-09-3026 minThe Rehab RemixConcussion Rehab, Neurocognitive Training & Return-to-Sport with Dr. Alex Peters | Rehab Remix Podcast (Part I)On this week' episode of the Rehab Remix, Drs. Tighe and Young sit down with Dr. Alex Peters, PT, DPT, SCS, ATC to delve into his journey in sports physical therapy, the importance of holistic care, and the challenges of running a private practice. He shares insights on concussion rehab, neurocognitive training, and the balance between in-network and out-of-network careSign up for our newsletter here:https://link.haikii.io/widget/form/MJlWPT4WCGyHbMQoM38dWant to be a guest on our podcast? Fill...
2025-09-2326 min
Can't Stop the GrowthCSTG 231: How AI is Transforming HVAC Call Centers with Tyson Chen & Matt PozdaLong hold times, missed calls, and frustrated customers are growth killers in the trades. In this episode, Chad sits down with Tyson Chen of Avoca and Matt Pozda of Call Dad to talk about how AI is transforming the way service companies handle call volume, book jobs, and keep CSRs motivated. They break down how trades leaders can strategically use AI to reduce turnover, increase booking rates, and keep technicians focused on high-value opportunities. More importantly, they show why AI isn’t about replacing people—it’s about optimizing them. From overcoming skepticism about customer experi...
2025-09-2352 min
Can't Stop the GrowthAI + Humans for a Call Center | AI Trade Talk | Brad Scruggs | Michelle Myers☎️ Missed calls = missed opportunities. But what if AI could change that game forever? Brad sits down with Michelle Myers, co-founder of Pink Callers, to uncover how she’s reinventing the call center experience for home service businesses. From dedicated CSRs who feel like part of your team, to after-hours support that actually works, Pink Callers is flipping the script on traditional answering services. Michelle doesn’t shy away from the hot topic: AI. She shares how tools like Zyratalk, Dialpad, and Motion aren’t here to replace people, but to supercharge them. We’re talking about CSRs w...
2025-09-1829 min
Mastering ServiceTitanRevamp Your Scheduling: ServiceTitan Insights for CSRs (Replay)As Josh and the Rest of the ServiceTitan Podcast hosts gear up for Pantheon 2025 we’re revisiting a few of our most pertinent episodes for your service business - episodes you’ll want to have in your ears as you head to the big get together in Anaheim this coming September. Come see us all at the podcast booth, we’d love to see you there!Originally Aired 8/22/2024In this episode, we're thrilled to welcome Angie Snow, Principal Industry Advisor with ServiceTitan. Angie brings a wealth...
2025-09-1837 minThe Rehab RemixConcussion Rehab: Insurance vs. Out-of-network models, Early PT intervention, and Sports Care CollaborationIn this episode of Rehab Remix, Dr. Tighe and Dr. Young discuss the critical aspects of concussion rehabilitation, emphasizing the importance of early intervention and the differences between insurance-driven and out-of-network models. They explore the emotional challenges faced by patients post-concussion and the necessity of building strong referral networks within sports rehabilitation. The conversation highlights the significance of communication among healthcare providers to ensure comprehensive care for patients.Sign up for our newsletter below: https://link.haikii.io/widget/form/MJlWPT4WCGyHbMQoM38dWant to be a guest on...
2025-09-1620 min
Rayna RetirementCivil Service vs. FERS: Understanding Your Retirement ContributionsAre you a federal employee wondering about the differences between CSRS and FERS retirement systems? In this episode of Rayna Retirement, Rayna Reyes uses her signature clarity (and a memorable Gatorade analogy!) to explain how pensions are funded, what “41/11” really means, and why CSRS employees may face excess contributions after decades of service. She also shares what happens when you get that refund check, the tax implications, and smart ways to enjoy your well-earned lump sum. Whether you’re CSRS, FERS, postal, or any other federal employee, this episode gives you the tools to understand your benefits and make inform...
2025-09-1310 minThe Rehab RemixOff the Mat: Exploring electrodiagnostics in PT with Dr. Addison DavisIn this episode of The Rehab Remix series, Off The Mat: Drs. Young and Tighe sit down with Dr. Addison Davis as he shares his journey in the field of physical therapy, focusing on the specialty of electrodiagnostics. He discusses the importance of this niche, how it aids in patient care, and the collaborative nature of working with other healthcare professionals. Dr. Davis also reflects on his career path, the significance of clinical decision-making, and the evolving role of physical therapists in the healthcare landscape. The conversation highlights the need for ongoing education and the value of networking within...
2025-09-0936 min
Home Service HacksAI Voice vs. Human CSRs: The Future of Home Service Calls with Nate Keller from Free-2-GrowAI call handling is transforming home service businesses. In this episode, we dive into how AI voice assistants are booking jobs, capturing every call, and outperforming traditional call centers. Can contractors who don’t adopt AI survive the next 5 years?
Nate Keller from Free-2-Grow.com joins to explain how their AI-powered voice platform helps HVAC, plumbing, and electrical companies answer every call 24/7, integrate directly with ServiceTitan and other CRMs, and boost booking rates up to 80%. We cover real results from the field, fears about customer experience, and what the future of AI means for CSRs and te...
2025-09-0945 minThe Rehab RemixOff The Mat: Diving into Specialty Practice with Dr. Chris O'Neil & Golf Performance PTIn the first of our Off The Mat: A look into Specialized PT practices, Drs. Young and Tighe are talking with Dr. Chris O'Neil, a sports physical therapist, who shares his journey into the field, discussing the challenges of entering sports PT, the grind of rehabilitation, and the importance of a holistic approach to athlete care. He emphasizes the need for effective communication and the significance of treating athletes as whole individuals rather than just focusing on their injuries. Dr. O'Neill also offers valuable advice for aspiring sports PTs and highlights innovations in sports rehabilitation.
2025-09-0237 minThe Rehab RemixHead Start: The PT’s Role in Acute Concussion CareIn this episode of The Rehab Remix, Drs. Young and Tighe dive into the critical aspects of managing concussions in sports, particularly focusing on the acute management strategies employed by sports physical therapists. The discussion highlights the importance of recognizing concussion symptoms, conducting effective sideline assessments, and understanding the neuroanatomy involved in concussions. The speakers emphasize the need for clear communication with athletes and their families regarding the risks associated with concussions and the importance of prioritizing long-term health over immediate return to play.DISCLAIMER: The content of the Rehab Remix Podcast...
2025-08-1218 minRayna RetirementThe Survivor Benefit Teeter-Totter: What Every FERS & CSRS Employee Should KnowIf you’re a federal employee or retiree, understanding your survivor benefit options could mean the difference between financial stability and unexpected shortfalls for your spouse. In this episode of Rayna Retirement, Rayna Reyes breaks down how survivor benefits work for CSRS and FERS employees, who can receive them, and how they compare to life insurance payouts.
She’ll walk you through:
The exact choices available under CSRS and FERS rules
How to weigh monthly taxable survivor benefits against lump sum tax-free life insurance
Special cases like “Twinkies” (two federal employees married to each other) and how it c...
2025-08-0911 minThe Rehab RemixDiving Head First Into Concussion RehabOn this episode of The Rehab Remix, Drs. Young and Tighe explore the evolving landscape of concussion management, highlighting the transition from rest to active rehabilitation. The speakers discuss the importance of understanding mild traumatic brain injuries, the unique considerations for youth athletes, and the need for specialized care in this area. They highlight the collaborative approach required for effective treatment and the significance of staying current with research and guidelines.DISCLAIMER: The content of the Rehab Remix Podcast is intended for informational and educational purposes only and should not be considered medical advice...
2025-08-0532 minRayna RetirementAm I Eligible Yet? FERS, CSRS, and Knowing When to GoEver feel like you’re counting down the days until your retirement like a prisoner waiting for parole? You’re not alone. In this episode, Rayna Reyes walks you through exactly when—and how—you can leave federal service under both FERS and CSRS.
Whether you’re wondering what your Minimum Retirement Age (MRA) means, confused about the MRA +10 rule, or unsure if a Vera or RIF applies to you, Rayna breaks it all down in plain English. From service year requirements to the five-year health insurance rule and the federal retirement supplement, this is your comprehensive eligibilit...
2025-08-0217 minThe Rehab RemixWorking as a PT in Adaptive SportsIn this episode of Rehab Remix, Drs. Young and Tighe are joined by Dr. MeMe Ernest Stanley PT, DPT, NCS, ATC and delve into the world of adaptive sports and physical therapy. They discuss the importance of understanding adaptive sports, the differences between adaptive and inclusive sports, and the unique demands placed on athletes with disabilities. MeMe shares her experiences working with wheelchair athletes, the mindset shifts required for athletes transitioning to adaptive sports, and the pathway to collegiate adaptive sports. The conversation also highlights the role of physical therapists in supporting adaptive athletes, the significance of shoulder health...
2025-07-3142 min
The Ridiculously Amazing Insurance PodcastInsurance Customer Service Best Practices for Rockstar CSRs🎙️ NEW PODCAST EPISODE: Insurance Customer Service Best Practices for Rockstar CSRs 🚀 Are you ready to level up your insurance CSR game and wow every customer you talk to? 🎧 This episode of the Ridiculously Amazing Insurance Agent Podcast is packed with real-world strategies to help CSRs deliver standout service and boost agency performance! 🙌 ✅ Whether you're new to the role or a seasoned pro, these tips will help you: 💡 What You’ll Learn: 📝 How to prep like a pro before the first call 👂 The power of active listening & showing empathy 🧩 Tips to simplify complex insur...
2025-07-2812 minThe Rehab RemixSPECIAL BONUS Episode - Gearing Up For The DoD Warrior GamesIn this episode, the Drs. Young and Tighe discuss their experiences and insights into adaptive sports, particularly focusing on the DOD Warrior Games as Dr. Tighe prepares to head to Colorado Springs and be part of the medical staff at the games THIS WEEK. They share personal stories about volunteering, the importance of community outreach, and the unique challenges faced by para athletes. This conversation emphasizes the need for proper preparation and medical considerations when working with adaptive athletes, as well as the resilience and strength these individuals demonstrate. Be sure to check out...
2025-07-2221 min
Toolbox for the TradesFinancing Made Friendly: Training CSRs to Offer OptionsMany customers who call residential service companies balk at out-of-reach, upfront prices because they don’t know that financing is an option. Erica Leonor, Director of Business Development at Goodleap, joins us to explore the powerful role customer service representatives play in getting this information to potential buyers. Erica shares her strategy for CSRs to talk about financing with confidence and compassion, turning a potentially awkward conversation into one that earns customer trust. Join us as we discuss: [9:33] When customers should be notified about financing options[15:24] How CSRs can earn your...
2025-07-2228 minThe Rehab RemixMastering Motor Learning in Physical TherapyIn this episode, Drs. Young & Tighe wrap up their conversation with Dr. Joe DeHope surrounding the intricacies of motor learning in physical therapy practice. They explore the significance of loading in rehabilitation, the various feedback mechanisms that enhance learning, and the importance of combining different types of feedback for effective patient outcomes. Additionally, they touch on personal insights regarding imposter syndrome and the challenges faced by new graduates in the field.DISCLAIMER: The content of the Rehab Remix Podcast is intended for informational and educational purposes only and should not be considered medical advice...
2025-07-1515 min
Exit Rich: Home Service Secrets with Lance BachmannThis One Mistake Is Costing Your Business Millions- STOP IGNORING THIS!He took one frustrated plumber from losing leads to a 20% spike in conversions—overnight!
Check it out…
If you're spending thousands on leads but still struggling to grow, you’re not alone—and you're probably bleeding money in the one place you least expect: your phone. In this jaw-dropping episode of Exit Rich, I sat down with Brigham Dickinson, founder of Power Selling Pros and the country’s top CSR trainer, to expose why your phone strategy (or lack of one) could be the most expensive problem in your business. Learn the simple, repeatable strategies that scaled Power Sell...
2025-07-1050 minThe Rehab RemixThe Art of Cueing: Enhancing Patient Outcomes with Dr. Joe DeHope PT, DPT,In this episode of Rehab Remix, Dr. Joe DeHope joins Drs. Young and Tighe to break down the science of motor learning and how it can transform outcomes in physical therapy. From the power of external cues to the value of error-making, he shares actionable strategies for clinicians to sharpen their communication, feedback, and clinical reasoning. Learn how to enhance patient engagement, promote lasting change, and leverage your most valuable rehab tool—you. Whether you're a new grad or a seasoned therapist, this episode is packed with gems to rethink the way you teach movement....
2025-07-0836 min
The Ridiculously Amazing Insurance PodcastElevate Your Insurance Customer Service🎧 Latest Episode: Online Training for Insurance Customer Service: What You Need to Know! In this episode of the Ridiculously Amazing Insurance Agent Podcast, we dive into the essential components of online training for insurance customer service reps (CSRs) and how it can significantly improve client satisfaction and retention. Whether you're hiring or training new team members, this episode has everything you need to elevate your insurance agency’s customer service to new heights. 🚀 What You’ll Learn: 🔍 Why Online Training for CSRs Matters: Understand the growing need for online training in today’s digital-first w...
2025-07-0103 minThe Rehab RemixPilotIn this episode of Rehab Remix, Dr. Lauren Young, PT, DPT, CSRS, NCS, and Dr. Lauren Tighe, PT, DPT, ATC, EdD delve into the principles of motor learning and the application of the optimal theory in physical therapy. They discuss the importance of how therapists communicate with patients, emphasizing the role of intrinsic motivation and external focus in enhancing motor performance. The conversation highlights practical strategies for implementing these concepts in clinical practice, aiming to improve patient outcomes and retention.Link to article discussed in today's episode: https://link.springer.com/article/10.3758/s13423-015-0999-9
2025-06-2415 min
Automotive industry Quality and EngineeringStellantis IATF 16949 Customer-Specific RequirementsStellantis Customer-Specific Requirements for IATF 16949 - Briefing DocumentThis document provides a detailed briefing on Stellantis's Customer-Specific Requirements (CSRs) for suppliers, designed for use with IATF 16949 certification. It highlights key themes, essential requirements, and practical implications for suppliers.1. Overview and Purpose of Stellantis CSRsStellantis's Customer-Specific Requirements (CSRs) are detailed in their "Quality Requirements for Suppliers" (QRS) document (reference 01276_22_00061/PRO.00109). This current "CSRs for use with IATF16949" document serves as a representative selection of the most audit-relevant generic requirements from the QRS, aimed at helping Certification Bodies (CBs) understand and audit...
2025-06-1456 min
Blue Collar ProsperityWhy You Won't Be Firing All Your CSRs Tomorrow with Brigham DickinsonOur first repeat guest on the show is here and it's a great conversation. A year later, Paul has brought back Brigham Dickinson from Power Selling Pros. Even with AI Voice being all the talk in home service, Brigham's business focuses on training (human) CSRs. Brigham originally joined us last year to talk all about turning your call center into a profit center and training CSRs with Power Selling Pros. He’s back this year to discuss how the landscape has changed, including training technicians, and where is AI taking us. ...
2025-05-2649 min
Local Marketing SecretsBrigham Dickinson: I've Trained 1,250+ Sales People... Here's What I Teach Them!Join host Danny Leibrandt on this powerful episode of Local Marketing Secrets as he welcomes Brigham Dickinson, founder of Power Selling Pros, the nation’s leading coaching organization for customer service representatives (CSRs) in the home services industry. Brigham shares his game-changing "Pattern for Excellence" framework, revealing how to transform every incoming call into revenue, drive customer loyalty, and master the art of emotionally intelligent customer service.With insights gleaned from training over 1,250 CSRs across the US, Canada, and Australia, Brigham unpacks exactly what stellar customer service looks like in the trades, highlighting actionable strategies to effectively ha...
2025-05-1249 min
Whole Squad EatsUsing AI + CSRs to book more jobs with Brigham Dickinson and Power Selling Pros | 76In this episode, Phil Risher and Brigham Dickinson discuss:Leveraging AI for CSR reportingSelling Memberships with CSRsHow to turn CSRs into sales peopleLearn about Power Selling Pros here: https://powersellingpros.com/Connect with Phil RisherLinkedIn -> https://www.linkedin.com/in/philrisher/Youtube Phil Risher -> https://www.youtube.com/channel/UCYLMZCYCJsQETEZmlssIClwYoutube Phlash Consulting -> https://www.youtube.com/channel/UCVSuWJ-9UlN2DELnWClctxwSubmit...
2025-04-2843 min
The Vet Blast Podcast presented by dvm360It's time for evidence-based continuing education for CSRs
Nominate your veterinary hero here today!
Veterinary Medicine was a 2nd career for Jill Clark, DVM, who had a successful 17-year career as an Assistant Director in film and television production that followed her early start in that profession as a child actor. Looking for a change, she was accepted into veterinary school and graduated from Oklahoma State University with her DVM (’96). Clark practiced medicine in a 6-doctor practice as an associate and then Medical Director of a satellite practice for 10 years before joining a group of 8 hospitals that grew to 80, National PetCare Centers, eventually taking on the Vi...
2025-04-2327 minCan't Stop the GrowthCSTG 209: This AI Tool Will Fill Your Board (Without Hiring More CSRs) With Brad ScruggsStop missing the calls that fill your board. In this episode of Can’t Stop the Growth, Chad Peterman is joined by Brad Scruggs, President and CMO of ZyraTalk, to talk about a simple but powerful idea: when you stop missing calls, you stop losing jobs. Brad breaks down how HVAC and plumbing businesses are using AI-powered customer service representatives (CSRs) to capture more leads, reduce missed calls, and grow without hiring more people. Whether it’s after-hours coverage, overflow, or lead aggregator response times—AI is helping high-growth companies optimize their call centers and maximize every opport...
2025-04-2237 min
I Love Neuro262: Delivering Intensive Virtual Rehabilitation Through Neurofenix With Amy Rohe, MS, OTR/L, CSRS, ATPWe all know rehab is not accessible to everyone who needs it after a neurologic injury. There are a number of reasons why, and, fortunately, there are also people looking to solve that problem. On today’s show we interviewed Amy Rohe, MS, OTR/L, CSRS, ATP who works for Neurofenix, a company that is transforming neurological rehabilitation with its innovative virtual therapy platform. The primary tool used by the OTs of Neurofenix is the NeuroBall, an FDA-approved device, that offers patients engaging, data-driven occupational therapy from the comfort of their homes. This model of delivery is re...
2025-04-2135 min
PMP Industry InsidersEpisode 222: Are AI CSRs Really Here? An Implementation Q&AWhat if you had a CSR who could answer after-hours calls, schedule service and respond to questions 24/7/365? On this episode, Ka Tsu of Avoca AI joins Dan and Donnie to discuss an AI call center and customer service platform. Tune in to hear a Q&A about the benefits and challenges of implementing AI CSRs in pest control.
Guest: Ka Tsu, Sales & Partnership Lead, Avoca AI
Hosts:
Dan Gordon, PCO Bookkeepers & M&A Specialists
Donnie Shelton, Triangle Home Services
2025-04-1738 minCan't Stop the GrowthCSTG 207: Stop Losing Leads: How CSRs Can Book More Jobs Today with Liz PatelThink your customer service reps are “just answering phones”? Think again. In this game-changing episode of Can’t Stop the Growth, Chad Peterman sits down with Liz Patel, Manager of Customer Service Coaching at Ryno Strategic Solutions, to reveal how your call center can drive explosive growth—without spending a dollar more on marketing. From handling pricing objections like a pro to converting one call into multiple booked jobs, Liz shares real strategies that HVAC, plumbing, and electrical companies can implement immediately to boost booking rates, improve customer experience, and create lifelong customers. 📈 Whether you...
2025-04-0843 min
From the Yellow ChairAre Your CSRs Your Secret Weapon?Send us a textWe're sipping some lemonade with the fabulous ladies from CSR Academy! In this episode, you'll discover the profound impact of customer service representatives (CSRs) on business success. We delve into training strategies, systems, and mindsets that can shift the trajectory of your company.- Explore the essential role of CSRs - Discuss the importance of training and leadership - Emphasize hiring for attitude over skills - Share successful systems for CSR processes - Highlight the integration of technology in customer service - Foster a positive culture for C...
2025-03-1149 min
FedUpward Podcast - Tips for Federal Government EmployeesNew Year Fed Finance Chat -- TSP Limits; Social Security Fairness Act Passes (CSRS employees/retireeCertified financial planner Brian Sigwart joined me on the podcast to discuss the elimination of the windfall provision, whichi limited CSRS employee social security benefits. (If you're a FERS employee, this won't impact you.) He also explains what you should be thinking about as we kick off a new calendar year (update your TSP contributions folks). Catch up contributions for folks of specific ages changed this year. You cna get more details here. A WEP explainer: https://www.ssa.gov/policy/docs/program-explainers/windfall-elimination-provision.html Biden signed the bill: https://www.p...
2025-01-0813 min
The Catalyst for the TradesWOW Every Call: The Key to Customer Experience Excellence What does it take to turn your customer service team into a powerhouse for growth? In this episode of The Catalyst for the Trades podcast, Brigham Dickinson, founder and president of Power Selling Pros, shares his proven strategies for transforming call-handling into a competitive advantage. Explore the "Pattern for Excellence," learn how to WOW customers on every call, and discover actionable insights that can boost bookings, elevate your team, and create raving fans. Whether you're in HVAC, plumbing, or another home service trade, this episode is packed with ideas to revolutionize your approach to customer interactions.
2024-12-2648 minMastering ServiceTitanSales and Estimates: Driving Revenue from CSRs to TechniciansIn this episode, we sit down with Josh Moree, Operations & Accounting Manager at Richards Plumbing & Electric, to uncover his team’s winning formula for turning estimates into sales. Josh shares how they leverage ServiceTitan's features, strategic follow-ups, and customer financing options to close more deals and build trust with clients. Ideal for service business leaders aiming to boost conversions, this episode offers practical tips on handling estimates with precision and keeping potential sales on track through a client-first approach. Join us as we discuss: [00:58] Training your techs and C...
2024-12-1929 min
Freedom Blueprint for Home Services | HVAC, Plumbing, Electrical, Leadership, Business Growth53 | The Revenue-Generating Potential of CSRs: The Power Selling Pros Way with Brigham DickinsonShow Information Episode Number: 53Date: 9/23/2024Duration: 37:43Host: Justin DeeseHost Contact: JustinDeese.comGuest: Brigham DickinsonCompany: Power Selling Pro'sWebsite: www.PowerSellingPros.comDemo: https://powersellingpros.com/schedule-coaching/Booked By Power Selling ProsWebsite: www.Bookedbypsp.comDemo: https://www.bookedbypsp...
2024-09-2337 min
Successful Life PodcastFrom Stress to Success: Michelle Myers Talks Remote CSRs and Work-Life BalanceSend us a textUnlock the secrets to elevating your customer service game with insights from Michelle Myers, founder of Pink Callers. Michelle joins us to discuss her innovative approach to providing remote Customer Service Representatives (CSRs), dispatchers, and call center managers. By offering specialized training and robust community support, Michelle's team ensures that CSRs are well-prepared to improve customer experiences, ultimately allowing business owners to focus on what they do best.Relinquishing control can be a significant stress reliever, both personally and professionally. In this episode, we explore the importance of establishing effective business...
2024-09-2057 minMastering ServiceTitanRevamp Your Scheduling: ServiceTitan Insights for CSRsIn this episode, we're thrilled to welcome Angie Snow, Principal Industry Advisor with ServiceTitan. Angie brings a wealth of knowledge on supercharging the efficiency of Customer Service Representatives (CSRs) and dispatchers by fully leveraging ServiceTitan’s powerful features.We dive into dynamic strategies for training CSRs, mastering call management, and setting up the system to boost performance and bookings. Join us as we explore the ins and outs of the job booking page and the CSR manager dashboard.Join us as we discuss:
2024-08-2236 minToolbox for the TradesMoney on the Line: Give Your CSRs the Tools to SucceedCSRs are the frontline employees of most home service businesses. That’s why Ralph Johnson, VP of Client Solutions at CallPoint, believes that owner-operators should make a concerted effort to give them the tools they need to succeed. You’re already spending marketing dollars to bring in calls — shouldn’t you equip and train your people to handle them?Tune in as Ralph shares his thoughts on must-need tech in modern call centers, why you should incentivize your CSRs, and how to scale your CSR team with company growth. Join us as we...
2024-08-1338 min
Vet Life ReimaginedPave Your Unique Path in Vet Med (Rhonda Bell)Send us a textAbout our guest on Vet Life Reimagined ...Rhonda Bell is a seasoned veterinary practice management professional and CVPM (certified veterinary practice manager) who has combined her passion for people, pets, and veterinary businesses into a thriving social media and brand consulting company. But a sudden, scary incident happened that led her to pave a unique career path that is rewarding and successful. Her current projects also include starting a new organization and certification for veterinary receptionists/ CSRs. Resources:Episode on YouTubeDog Days ConsultingNAAVR on Facebook
2024-07-2245 min
Jeff Roediger -- Replacing Wall Street With Main StreetChapter 7 of The Informed Fed, "Retirement Systems Explained"Bryant and Jeff explore the key details of retirement pension systems for federal employees, including CSRS, CSRS Offset, and FERS, in Chapter 7 of The Informed Fed, "Retirement Systems Explained." Bryant explains the key differences between these systems, while Jeffrey offers an in-depth look at FERS, underscoring the financial impact of buying back military time. They highlight the significant advantages of consulting a specialized financial advisor to navigate these complex retirement options. The chapter emphasizes the necessity of understanding the various retirement plans and seeking professional guidance to make well-informed decisions.To order the book: https://a.co...
2024-07-1816 min
Can't Stop the GrowthBoosting Revenue: How CSRs Can Transform Contractor Sales with Brigham DickinsonIn this insightful episode host Megan Bedford sits down with Brigham Dickinson, president of Power Selling Pros and founder of the Power Certification program, to discuss growth strategies for the home services industry. Brigham reveals actionable tactics to boost contractor revenue by engaging customer service representatives (CSRs) more actively in the sales process. Key highlights include transitioning CSRs from merely booking calls to influencing buying decisions, aiming to increase call conversion rates dramatically—from a 42% industry average to a potential 85%. He emphasizes the transformative impact of the right mindset, the importance of creating a...
2024-07-1138 min
Money Matters in Occupational TherapyEp 22. Finding your Financial Footing as a New Graduate with Paige LeiteShow Summary:
The new grad season is such an exciting time, but there’s also a lot to juggle as we enter this new chapter of our lives. Instead of studying for exams and going to class, we’re learning to navigate paying bills, finding a job with benefits, and knowing what to do with our paychecks. In today’s episode, I’m joined by Paige Leite better known online as P the OT to talk all about the importance of building and prioritizing a healthy money mindset even as a new graduate. Paige is an occupational therapist...
2024-07-111h 07
The BoostHusband & Wife’s 37 Month Journey from $0 - $10MM: Building, Buying, and Selling a Plumbing / HVAC Shop to P.E. with Kristen & Justin DeeseIn this week’s episode, we chat with Kristen & Justin Desee.
The pair has been described as ‘down to earth’, ‘low-key’, ‘no drama’, ‘fun’, ‘caring’, ‘attentive’, ‘logical’, and ‘smart’. They co-authored “When Your Business Partner Is Your Spouse"
We discuss their experiences in building, buying, and selling multiple home service businesses. They also share lessons learned from their business ventures, including handling transitions, maintaining company culture, and the critical role of efficient customer service representatives (CSRs) in driving business success.
Finally, we discuss their recent partnership with Leap Partners, the process of selling their business while ensuring a seamles...
2024-07-1145 min
Muddy Waters, Clear VisionEp. 28 From Arkansas to Louisiana: Mark Goodson's Path as a Landscape Architect and Community LeaderThe latest episode of Muddy Waters Clear Vision podcast is a must-listen for all aspiring entrepreneurs and leaders! In this episode, I sat down with Mark Goodson, a landscape architect and one of the owners of CSRS, a multidisciplinary consulting firm. Let’s dive into the highlights of their insightful conversation.
Mark Goodson shares how he was influenced by his parents' work ethics and the value of hard work, guiding him to be a successful business owner. He emphasizes the importance of finding passion and making a difference, not just focusing on making a living.
Ma...
2024-07-0924 minToolbox for the TradesHow CSRs and Techs Create The Right Buying Environment for Your CustomerBrigham Dickinson is on a mission to help trades companies with low conversion rates, poor customer experience, and a lack of team alignment. He knows that if companies can tackle these problems, they can book more jobs and generate more referred customers for their businesses.It all comes down to having the right mindset and creating an environment of safety, comfort, and fun for the customer. This ultimately helps to create a buying environment where customers can make informed decisions. As the President and Founder of Power Selling Pros, Brigham and his t...
2024-06-1845 min
FedLife PodcastFedLife Podcast: Understanding COLAs for CSRS, CSRS-Offset and FERSCost-of-living adjustments for federal retirees: Social Security COLA, CSRS COLA, and COLAs for CSRS-offset and FERS
2024-06-1231 min
Unfiltered Vet DiscussionsEpisode 19: CSRsIn this episode of "Unfiltered Vet Discussions," the panelists delve into the critical role of Client Service Representatives (CSRs) in veterinary practices. They open by highlighting the often undervalued yet pivotal position CSRs hold as the front-line personnel who shape clients' first impressions and sustain the practice's success. The discussion acknowledges the challenges faced by CSRs, including high turnover and the common divide between front-end and medical staff. Panelists emphasize the necessity of recognizing CSRs as integral team members, deserving of respect, proper compensation, ongoing training, and career development opportunities. They share personal experiences and insights into the positive...
2024-04-0422 min
Plumbing & HVAC Hustle PodcastStop Losing Leads w/ Michelle MyersI sat down with Michelle Myers at EPIC conference a few weeks back to dive deep on call ins and lead handling. Are leads slipping through the cracks?? Your CSRs are your first line of OFFENSE in getting a lead booked! It is important to have proper training, and consistent messaging and brand impression from your CSRs; it’s the first experience your customer has with your business, it’s important!!Pink Callers is a full package service to handle your call ins, find them at: https://www.pinkcallers.com/Learn more about us at: https...
2024-04-0333 min
Evidence To Excellence: News In Neuroplasticity and RehabEpisode 27: Introduction to Transcranial Magnetic Stimulation (TMS)Host Polly Swingle is joined by Dr. Nick Mischel, MD, PhD, and Steve Watts, MOT, OTR/L, CSRS, CBIS, AIB-VR, to discuss Transcranial Magnetic Stimulation (TMS). This procedure is FDA approved to improve symptoms of major depression, obsessive-compulsive disorder (OCD), migraines, and to help people stop smoking when standard treatments haven't worked well. The group also discusses ongoing research on this procedure for other neurological conditions.Dr. Nick Mischel, MD, PhD, is an Assistant Professor of Psychiatry and Behavioral Neuroscience in the Department of Psychiatry at Wayne State University’s School of Medicine, which is also where he...
2024-02-2850 min
Ticker TalkEpisode 09: Emergency Department Syncope Care Made Simple, Safe, Efficient and Patient-Centered Canadian-StyleDr. Venkatesh Thiruganasambandamoorthy (Dr. Venk), CANet Investigator, senior scientist with the Ottawa Hospital Research Institute and Professor in the Departments of Emergency Medicine and School of Epidemiology and Public Health at the University of Ottawa, is internationally recognized in syncope research. He heads the Canadian Emergency Department Syncope Research Group, a research program whose vision is to reduce mortality and morbidity in patients with cardiovascular emergencies such as syncope and presyncope using robust risk stratification.
In this episode, Dr. Venk discusses the development of the Canadian Syncope Risk Score (CSRS) to guide the management of patients with...
2024-02-0613 min
The Federal Retirement ShowFederal Employee Retirement Explained: FERS & CSRSIn this episode, Val takes a deep dive into the complex world of federal retirement systems, shedding light on the differences between CSRS (Civil Service Retirement System), CSRS Offset and FERS (Federal Employees Retirement System). Don’t miss this episode if you’re looking to secure your financial future as a federal employee. Make sure to subscribe to The Federal Retirement Show for more episodes and leave us a review! Have questions about retirement planning or other financial topics? Connect with Val and the topic could be featured in future episodes! Don't forget to leave a re...
2024-01-2012 min
I Love Neuro192: Yoga Improves Outcomes In PT/OT With Chandler Tyrrell, OTR/L, CSRS, RYT 200Thank you for joining us today in a discussion about incorporating yoga into therapy! Erin interviewed Chandler Tyrrell, OTR/L, CSRS who practices in northern Virginia in both inpatient rehab and outpatient settings. She fell in love with yoga after her first class and knew she wanted to become certified. She also found a calling in occupational therapy and saw the benefit of having both specialties in her background to be extremely helpful for people with neurologic conditions. Chandler became certified with LoveYourBrain as well, a non-profit that works to improve the lives of people with brain injuries.
2023-12-1852 min
Born For The Trades: A Home Service PodcastRevolutionizing Home Service: Brigham Dickinson on the Future of CSR TrainingWelcome to our latest episode of the Born For The Trades - A home service podcast where we delve into the evolving landscape of Customer Service Representative (CSR) training in the home service industry. In this enlightening session, we're honored to host Brigham Dickinson, President and Founder of Power Selling Pros, a visionary in the world of customer service and sales.Brigham Dickinson brings a wealth of knowledge and experience to the table, having revolutionized the way CSRs interact with clients in the home service sector. His insights are not just theoretical but are backed by years...
2023-11-2226 min
Profiles in Prosperity122 - Tom Piscitelli - T.R.U.S.T. Training and Consulting
Tom Piscitelli is a thought leader and top trainer in our industry, providing
training for technicians, salespeople, dispatchers, CSRs, and business owners
who provide HVAC, Plumbing, and Electrical Service. Tom's training is
thoughtful, thorough, ethical, and extremely effective. In addition to
training, Tom is an accomplished and respected author, speaker, and
consultant. In this episode you'll hear from Tom and learn:
How Tom Piscitelli got into our industry, grew his career, and ultimately
decided to strike out on his own.
How T.R.U.S.T Training and Consulting was formed and the services they
provide now.
Advice...
2023-11-2119 min
Navigating Federal RetirementCOLA 2024: Federal Retirement & Health Hikes Featuring Drew Friedman
📌 Did you know the COLA (Cost of Living Adjustment) for federal retirees and social security beneficiaries in 2024 will be 32%? On today’s episode of Navigating Freedom in Federal Retirement, host Jeff Gill interviews Drew Friedman, a Federal News Network reporter focused on the federal workforce and pay and benefits. A D.C. native, she obtained her media studies degree from the University of Virginia. Before FNN, she was a producer for “Government Matters” and worked at ABC-7 TV news station in D.C.Jeff Gill collaborates with Drew Friedman to unpack the complexities of the 2024 COLA and the risin...
2023-11-1527 min
Born For The Trades: A Home Service PodcastFrom Bottomless Fries to Boundless Bookings: CSR Strategies with a Red Robin TwistDive into a unique fusion of culinary delight and customer service excellence in this episode of "Born for the Trades," where host Mandeep Bhalla and Eric Thomas from Rival Digital unwrap layers of customer service strategies, inspired by none other than the beloved eatery, Red Robin. This 10-minute podcast, packed with flavor and wisdom, was recorded at the lively "Home Service Freedom" event hosted by Tommy Mello.The episode begins with Mandeep and Eric sharing their passion for Red Robin, recounting their favorite burgers and the irresistible charm of bottomless fries. However, this isn't just a foodie...
2023-11-1511 min
HVAC Success Secrets: RevealedEP: 153 Brigham Dickinson w/ Power Selling Pros - Leading With PrinciplesSend us a textWe had the pleasure of hosting Brigham Dickinson during our live sessions at Profit Rocket Growth Summit 2023!Brigham is a man of many talents: the author of three insightful books, the brain behind Power Selling Pros, and the owner of a revolutionary athletic recovery program. We focused on his CSR training program and touched on his three best-selling books and how he has made a difference for leaders in the home service industry:What we learned from Brigham:What...
2023-09-2827 min
Better Learning PodcastWarren Drake & Adam Smith | Safety Through Community: Encouraging Ownership of School CultureExplore the vital role that a nurturing school community plays in fostering safe and effective learning environments. Warren Drake and Adam Smith discuss the importance of meeting students' basic needs and encouraging them to take active roles in shaping their school's culture. They delve into strategies for breaking the culture of silence, promoting open communication, and the critical role of school leaders in facilitating a safe and supportive atmosphere. Join us as we unpack the nuances of building a school community where every student feels valued, empowered, and ready to flourish. Warren Drake is the Senior Business D...
2023-09-1337 min
To The Point - Home Services PodcastCall Coaching Tips to Max Every Call CSRs are your first line of defense…and offense! We bring on Liz Patel to talk about call coaching your CSRs to boost your bottom line and make sure you aren't losing out on valuable leads in the highly competitive home services and improvement industry. Listen now! YouTube | Instagram | Facebook | TikTok 05:15 How did you get into the trades? 08:27 How did the beta experiences go with such big companies? 14:52 What are some of the KPIs that these contractors should be looking for to measure success? 19:33 How do you handle varying skil...
2023-08-1547 min
VCA Voice Veterinary PodcastThe Secret Lives of CSRs: Michelle TaylorSend us a textJoin Dr. Kerl in an interview with Michelle Taylor as they discuss the secret lives of customer service representatives within VCA. In their conversation, they chat about the vital role CSRs play in keeping the day to day communication channels of an animal hospital running smoothly. Visit our website: vcavoice.comAll episodes produced by dādy creative
2023-07-3121 min
The StoryConnect PodcastBuilding Relationships Between CSRs, Sales and Techs, With Tim GilfordThe relationships between staff on the front line of your operation are critical — and sometimes difficult. Tim Gilford shares ideas on formal and informal ways to build strong connections among CSRs/MSRs, techs, marketing and sales team members.
2023-06-2011 min
NAPS ChatEpisode 189 May 25, 2023 -- "Investing the USPS Pension Funds in Stocks and Bonds"During this week's episode of NAPS Chat, Joy Sazone, Research Specialist at the Postal Service Office of Inspector General (OIG), talks with Bob about a recently issued OIG "White Paper" on the investment of Postal Service pension funds. Joy was the lead author of the White Paper. In part, the paper suggests that had past CSRS and FERS contributions been invested in stock and bond index funds, the value of the USPS and employee contributions would have grown to $1.2 trillion, rather than the current balance of $298 billion. Under current law, CSRS and FERS contributions must be invested in low-yield U...
2023-05-2521 min
Les Héros AnonymesLa Commission scolaire de la Région-de-Sherbrooke et HoodstockChaque jour, des milliers de personnes font la différence et maintiennent le filet social en place pour les communautés vulnérables. Daniel Lanteigne s’est donné pour mandat de sortir de l’ombre ces héros, des héros anonymes.
Notre animateur reçoit Anne Préfontaine de la Fondation pour les élèves de la Commission scolaire de la Région-de-Sherbrooke (CSRS), un organisme qui offre plusieurs services en persévérance scolaire tels que le soutien aux élèves vivant avec déficience intellectuelle.
Daniel Lanteigne cause ensuite avec Cassandra Exumé et Nargess Mustapha d...
2023-05-0656 minHVAC Success Secrets: RevealedEP: 131 Zac Garside w/ Power Selling Pros - Creating WOW Experiences: The Secret To More Profit In The TradesSend us a textHello April! 👋 🥳This week, we are excited to have Zac Garside on the podcast! He is the CEO of Power Selling Pros, where contractors go to turn their customer service department into a profit center. Zac has trained more call-handling teams for HVAC, plumbing, garage door, electrical, and other handyman businesses than he can count. The most important lesson he's learned from the past seven years is: When a CSR or dispatcher sees themselves as "the voice of the company," positive results will follow.In this episode, we will talk a...
2023-04-0559 minHVAC Success Secrets: RevealedEP: 129 Corey Berrier w/ North Carolina Plumbing, Heating, Cooling Contractors Association Auxiliary Committee - Empowering Home Services: The Secret To A Successful LifeSend us a textWe are delighted to have Corey Berrier on the podcast! If you don’t know Corey, he is a seasoned sales and business expert with over 25 years of experience. He chairs the North Carolina Plumbing, Heating, Cooling Contractors Association Auxiliary Committee and is a well-respected speaker in the industry! He’s also a best-selling author of 9 Simple Steps to Sell More $h!t and the host of $uccessful Life Podcast!In this episode, we will talk about Corey’s journey in the trades, why he ventured into coaching home service companies, the st...
2023-03-2257 min
Successful Life PodcastStop Making ExcusesSend us a text[00:00:00] Welcome to the Successful Life Podcast. I'm your host, Corey Berrier. And today, folks, we're gonna be talking about, well, actually, we're gonna be talking about not talking. We're also gonna, I'm also gonna take you through a few of the pain questions that I use when I'm talking to a client. This is gonna be dope. I can promise you, you are gonna learn so much today, so get something to write this stuff down because it is next level stuff. I gotta give a quick shout out to my...
2022-12-1627 min
TriloTalkEpisode 13: Q&A with TriloTalk: Focus on CSRsIn this special session of TriloTalk, Julia and Barry answer questions sent to them by medical writers around the world. The focus of the questions in this episode is Clinical Study Reports (CSRs), data reporting, and analysis. Tap into Julia’s and Barry’s vast medical writing experience and make sure to send your questions for future sessions of “Q&A with TriloTalk” to writers@TrilogyWriting.com.
2022-12-0723 min
The Home Service Expert PodcastClosing More Calls with Personalized Customer ServiceZac Garside is the CEO of Power Selling Pros, a company that gives personalized CSR & dispatch training to create a thriving culture of “WOW” experiences. He was previously Head of Marketing for the company, wherein he has personally coached more CSRs than he or anyone else at Power Selling Pros can count. He also hosts his own podcast called This Call May Be Recorded where he listens to recorded calls of CSRs and shares tips for improvement. In this episode, we talked about CSR training, communication, coaching, dispatcher training, employee retention...
2022-11-111h 09
Spark Live presented by Spark MarketerGetting CSRs Excited About Marketing to Your Existing Customer With Special Guest Brandi BiswellThe last thing you want to do after spending money on new leads is the Customer Service Rep (CSR) blowing the sale once they get on the phone. But Marketing isn’t just the initial sale. Or getting leads. Failing to prepare the customer to be a customer for life instead of a one-time transaction is also a failure in Marketing. This week we bring in a special guest, Brandi Biswell, to discuss how to get your CSRs involved (and excited) in the Marketing of your company. Brandi is an expert when...
2022-09-1636 minSpark Live presented by Spark MarketerGetting CSRs Excited About Marketing to Your Existing Customer With Special Guest Brandi BiswellThe last thing you want to do after spending money on new leads is the Customer Service Rep (CSR) blowing the sale once they get on the phone. But Marketing isn’t just the initial sale. Or getting leads. Failing to prepare the customer to be a customer for life instead of a one-time transaction is also a failure in Marketing. This week we bring in a special guest, Brandi Biswell, to discuss how to get your CSRs involved (and excited) in the Marketing of your company. Brandi is an expert when...
2022-09-1636 min
Get Savvy PodcastGet Savvy with Heath 'The Mayor' Shearon
On today's 'The Get Savvy' podcast, we have with us 'The Mayor' Heath Shearon. Heath Shearon was dubbed 'The Mayor' by his colleagues because he would frequently speak or be involved in conferences and seem to know everyone. So when Heath started his podcast "Insurance Town," he dawned the monicker 'The Mayor of Insurance Town' and it seemed to stick.
The Mayor is a second-generation insurance professional with almost 20 years experience in the sales and marketing industry. However, that's not all. He is a podcast host, agency owner, marketing rep, and producer. His passion for the insurance industry...
2022-09-1628 min
Federal Employee Financial Planning PodcastEpisode 19: Federal Employee Financial Planning: CSRS Vs. FERSFederal employees had the option to convert from CSRS to FERS when FERS was first created in 1987. Now all federal employees are automatically enrolled in FERS—there is no option to choose CSRS instead. Many federal employees who were hired after 1987 feel as though they were cheated out of a better retirement system, but Tommy, Michael and John would have to disagree. In this episode, they explain why FERS is actually just as good as CSRS, if not better, and several key components of FERS that you may not be aware of. Access the full show notes at...
2022-09-0538 minFederal Employee Financial Planning PodcastSpecial Episode: VCP Mega Mega Back Door Roth IRAA Mega Backdoor Roth IRA is a tax strategy available to employees whose retirement plans allow them to make significant after-tax contributions and to transfer their contributions to a Roth IRA. In other words, if you want to maximize your Roth contributions, you need to understand the power of the Mega Backdoor Roth. So, in this episode, Michael, Tommy and John will be sharing the steps you can take today to ensure you’re not going to miss out on what could potentially be the biggest tax loophole of your lifetime, particularly if you are CSRS or CSRS Offset an...
2022-08-1135 min
Esker On AirLivestream: Empowering CSRs with Technology - How Automation Brings You Closer to CustomersWhen you’re a customer service manager (CSR), you’re responsible for a lot: the loyalty and happiness of your customers, the success and satisfaction of the people on your team, and so much more — but not everyone makes it easy. With the help of an AI-driven order automation solution that captures, routes and archives orders as they arrive, CSRs can be freed up from error-prone data entry and time-intensive order retrieval tasks to do more of what they’re good at: serving your customers.
In episode of this livestream series, Esker Customer Advocate Becky Mender and Jeremy D...
2022-07-2932 min
The NOGGINS AND NEURONS PodcastTech Talk with Doro & Lynette from The Neuro HubLearn more about low, medium and high tech OT interventions used by The Neuro Hub in stroke recovery.
OVERVIEW
Doro: That was the neat thing. This one client that had this really big change did nothing else. She just did her little exercises at home…
Lynette: Right
Doro: But no therapy with us or in other facilities. Nothing.
Lynette: She did her basic home program, just to maintain what she already had what she had already been doing…umm…but yeah, it really made a huge impact for her.
...
2022-01-081h 19
Money Pilot Financial Advisor PodcastEpisode 69 Military BuybackIf you served on active duty in the military and then become a federal civilian employee, that military time may count as time in service for calculating your FERS or CSRS pension. Periods of active duty while in the any of the military reserves, including your annual active duty training, count. However, National Guard active duty only counts if it was Title 10, section 233(d), or under a call by the president. Service must be honorable. And a deposit has to be received before you retire (that’s the buyback). You need to qualify for a FERS or CSR...
2021-10-2613 min
Supreme Court Oral Arguments[20-480] Babcock v. KijakaziBabcock v. Kijakazi
Justia (with opinion) · Docket · oyez.org
Argued on Oct 13, 2021.Decided on Jan 13, 2022.
Petitioner: David Bryon Babcock.Respondent: Kilolo Kijakazi, Acting Commissioner of Social Security.
Advocates: Neal Kumar Katyal (for the Petitioner)
Nicole F. Reaves (for the Respondent)
Facts of the case (from oyez.org)
David Babcock enlisted in the Michigan National Guard in 1970 and served for 3.5 years. After his service, Babcock went to flight school and received his pilot’s license, then returned to work as a National Guard dual-status tech...
2021-10-1353 min
The Path to Elite Sales PerformanceCall Center Chat Powered by a Virtual Agent 1Call Center Chat Powered by a Virtual Agent 1
Call center operations are used by companies to provide support for their customers. Conversations between a customer service representative (CSR) and the customer are initiated and involve answering basic and detailed questions in an attempt to resolve customer issues.
Call centers are notorious for having problems in resolving issues and satisfying the customer, which presents a real problem for sales organizations: the main reason for their existence is problematic when the call center is not able to provide the necessary service. Her...
2021-08-2800 min
Secrets To Contact Center SuccessHow To Recruit High Potential CSRs - with Rachna SinghRachna Singh is a Managing Consultant at Madison Recruitment. She manages the team who recruits CSRs for Auckland contact centres. Today, she shares what to look for when recruiting high potential CSRs, who have the talent to step up to a Team Leader role. The 7 attributes Rachna looks for in high potential CSR candidates (02:21) Willingness to learn. Clear and effective communication. Sees the bigger picture, of how their work relates to the vision and goals of the organisation. The ability to positively influence others. Firm...
2021-08-2413 min