Nobelbiz podcast guest Richard Blank It starts with setting the right mindset and the relationship you have with the agent.
![Richard Blank Podcast Guest Appearances from Costa Rica's Call Center show](https://d3dthqtvwic6y7.cloudfront.net/podcast-covers/000/102/894/small/richard-blank-podcast-guest-appearances-from-costa-rica-s-call-center.jpeg)
Summary: 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