Brian Golden's guest appearances

Brian Golden

CallTalk™ Radio

SSE Executive Education

New Leaf Theatre Treehouse Readings

Kaycast

SPORTS 845

Andrew Jackson

Kenny Anderson

Michael Lenox

Mark Coudray

Dylan Price

Natalie Petouhoff

Dusty Stanford

Geoff Colgan

Craig Binkley

Marie Ehrling

Martin Carlsson

Erik Modig

Stig Nyman

Robert Eccles

Jenny Lantz

OwlTail

Sports 845 welcomes Minisink Valley's Brian Golden. Brian and the crew talk NFL, MLB, NBA and College Basketball 

Sports 845 welcomes Minisink Valley's Brian Golden. Brian and the crew talk NFL, MLB, NBA and College Basketball

Sports 845 Special Guest: Brian Golden 

Knowledge Management tools and resources are the brain of your contact center, providing your agents with the information they need right when they need it…when developed effectively and working properly.   The effectiveness of your Knowledge Management tools have an impact on several of your key performance metrics, including First Contact Resolution, Sales Conversion Rate, Average Talk Time and Handle Time, as well as your overall Call Quality and Accuracy.Those tools can also have other positive impacts on your operations by providing each of your agents the capability to handle a broader range of call types, requiring fewer skill groups and therefore enabling greater efficiency.   When leveraged into customer-facing resources, they increase self-service opportunities for customers who prefer finding their own answers, reducing your overall workload and improving customer satisfaction.Brian Golden brings more than 25 years of leadership experience in contact center operations management, design, organization development, and process engineering. He partners with client companies to create and implement solutions for aligning their service strategy with market and customer demands while achieving cost effectiveness in their operations. Brian has worked with a wide range of organizations both in the public sector as well as Fortune 500 companies, including UnitedHealth Group, AT&amp;T, Atmos Energy, Allstate Insurance, Amgen, Toyota, Convergys, and the United States Department of the Interior. Along with having a master’s degree in organization development from Pepperdine University he is a certified facilitator of the Implementation Institute’s “Practicing Implementation Effectiveness” workshop and was a keynote speaker at the Singapore Institute of Management.

Knowledge Management tools and resources are the brain of your contact center, providing your agents with the information they need right when they need it…when developed effectively and working properly.   The effectiveness of your Knowledge Management tools have an impact on several of your key performance metrics, including First Contact Resolution, Sales Conversion Rate, Average Talk Time and Handle Time, as well as your overall Call Quality and Accuracy. Those tools can also have other positive impacts on your operations by providing each of your agents the capability to handle a broader range of call types, requiring fewer skill groups and therefore enabling greater efficiency.   When leveraged into customer-facing resources, they increase self-service opportunities for customers who prefer finding their own answers, reducing your overall workload and improving customer satisfaction. Brian Golden brings more than 25 years of leadership experience in contact center operations management, design, organization development, and process engineering. He partners with client companies to create and implement solutions for aligning their service strategy with market and customer demands while achieving cost effectiveness in their operations.  Brian has worked with a wide range of organizations both in the public sector as well as Fortune 500 companies, including UnitedHealth Group, AT&amp;T, Atmos Energy, Allstate Insurance, Amgen, Toyota, Convergys, and the United States Department of the Interior. Along with having a master’s degree in organization development from Pepperdine University he is a certified facilitator of the Implementation Institute’s “Practicing Implementation Effectiveness” workshop and was a keynote speaker at the Singapore Institute of Management.

Knowledge Management in the Contact Center w/ Brian Golden @ Contact Center 411

SSE IFL Faculty Brian Golden, professor at Rotman Management School at the University of Toronto, talks about his tested method for change in four steps.

Change that Sticks - Brian Golden