The Workforce Advantage
Welcome to The Workforce Advantage, the podcast uncovering bold strategies that are reshaping the future of work. Join us as we dive into the exciting world of Business Process Outsourcing (BPO), where innovative workforce solutions are driving growth and reducing turnover across industries. We’ll introduce you to powerful, outcome-based solutions that challenge traditional views on outsourcing. Hosted by Tim Dupree, each episode features expert conversations with thought leaders and innovators at the forefront of workforce trends and solutions. Learn how businesses can maintain control over culture, streamline operations, cut costs, and scale effortlessly. With real success stories and actionable strategies,...Show more
All Episodes
%203.jpg)
Empowering Agents to Elevate the Customer Experience
In this episode of The Workforce Advantage, host Tim Dupree dives deep into the vital role of empowered contact center agents in enhancing customer experience. Joined by Kelley Connect leaders Shonda Deckelman and Candace Ewins, Tim explores insights gained from CCW Week, highlighting how investing in agent experience translates to greater customer satisfaction. They discuss the significance of human interaction in a tech-driven landscape and share actionable strategies for leaders to foster an environment of trust and support. Discover how empowering agents not only boosts their confidence but also drives measurable improvements in performance and customer loyalty. Tune in for a compelling conversation that underscores the connection between agent empowerment and exceptional customer experiences.
How to Build a More Resilient Workforce for Semiconductors: Focus on Potential
Discover why hiring for potential is the key to building a resilient semiconductor workforce and closing the talent gap.Powering Renewable Energy Success with Scalable Workforce Solutions
Outsourcing is helping renewable energy companies overcome labor shortages, reduce costs, and stay ahead of shifting compliance regulations. In this episode of The Workforce Advantage, host Tim Dupree speaks with Chuck Buiocchi, Vice President and Group Manager of BPO Operations at Kelly, about how business process outsourcing (BPO) is creating agility for companies in the clean energy space.Balancing People, Process, and Technology to Deliver Customer Service Excellence
Contact centers are evolving—and it’s no longer just about answering calls. It’s about creating flexible, talent-driven environments that lead to better customer outcomes. In this episode of The Workforce Advantage, host Tim Dupree talks with Brian Poelman, Senior Director and Vice President at KellyConnect, about how the company’s virtual-first, people-centric model is setting a new standard by combining workforce expertise, customized client solutions, and smart technology to empower contact centers and their teams.%203.jpg)