AnswerNet Videos

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Welcome to AnswerNet Videos! Here, you’ll find a collection of videos to give you a deeper look into the AnswerNet community. Grab some popcorn, sit back, enjoy and remember–we’ll be updating this section, so check it often!

IT Expo East 2011
AnswerNet President and CEO Gary Pudles attended IT Expo East in Miami in February 2011, where he was a featured presenter. Gary also spent a few minutes discussing AnswerNet’s future with TMC’s Janice McDuffee. Click Here to see the interview!

The Perfect Call
AnswerNet takes quality monitoring very seriously.  For the last six years, AnswerNet has hired the Canadian Call Management Association (CAM-X) to measure the effectiveness and performance of every call center AnswerNet owns though a CAM-X developed initiative called the Award of Excellence Program. The Award of Excellence program judges each call center’s performance based on a series of graded mystery calls.

The grading system includes judging certain objective things, such as whether the agent said “please” and “thank you,” and whether they provided the correct information to the caller.  In addition, there is a subjective part, called the WOW Factor, which indicates that the agent was also upbeat and engaging with the caller.

This year, we had many calls that earned 100% on the objective part and a large number of those calls also scored 100% for the WOW Factor.  But only one call, and one agent, could get the top score and for 2010 it was Miami-based agent Sandy Guillen.  Congratulations Sandy and great job!  Click Here to see how we surprised Sandy to celebrate her achievement!

AnswerNet History – Gary Pudles

AnswerNet Business Goals & Core Values – Part 1

AnswerNet Business Goals & Core Values – Part 2

AnswerNet Communication – The Buzz, The Blog and Employee Initiatives

Management Without Walls

The AnswerNet Montage 2008

The AnswerNet Montage 2007

Gary Pudles, Winner of the Ernst & Young Entrepreneur of theYear Award