Specializing in the people side of customer care since 1986
Wise advice for all contact center leaders who want to make a difference.
Intentional Coaching: Everybody wins when you give Agents what they want.
Join Benchmark Portal CEO, Bruce Belfiore, and Barbara as they discuss why agent productivity and morale improves when supervisors get out of their offices and out on the floor. Listen to this common sense approach.
Barbara partners with her contact center clients to improve customer satisfaction, increase efficiency, and build front-line engagement. She applies her proven culture change process to move the operation beyond efficient transaction handling to focusing on improving the quality of the customer experience.
Barbara's popular leadership training program, Intentional Coaching teaches supervisors coaching protocols they need to give customers the best possible service experience. Her hands-on workshops are customized to fit the needs of individual client companies. She also offers public workshops throughout the U.S. several times a year.
As a thought leader on utilizing the customer service contact center as a strategic asset, Barbara is a popular presenter and keynote speaker at industry conferences. She provides inspiring seminars for corporate events and leadership retreats.
Barbara Burke’s short, easy-to-read workplace fables offer readers age-old wisdom and simple tools for being happy and successful at work and in life. These insightful tales full of inspiration and wisdom help customer service professionals deal more easily their challenging jobs. Both books are ideal selections for book clubs, team meetings, and brown bag lunch and learn events.