Reimagining the Contact Center is a warm and conversational podcast that digs into the new contact center economy and how technology, businesses, and the modern customer work together to build better lives for ourselves and our families.
The Reimagining The Contact Center - with Marc Bernstein podcast offers a refreshing and diverse range of perspectives on the future of call centers. One of the best aspects of this podcast is the variety of opinions presented by different guests. It's not just an echo chamber where everyone agrees, but rather a platform for meaningful discussions and debates. This allows listeners to gain a well-rounded understanding of the industry and consider multiple perspectives.
Another great aspect of this podcast is the insightful questions asked by Marc Bernstein at the end of each episode. These questions delve deeper into the topics discussed and provide thought-provoking insights from both the guests and Marc himself. It shows that Marc is genuinely interested in exploring new ideas and facilitating engaging conversations.
Furthermore, Marc's energy throughout the podcast is captivating and contagious. His enthusiasm fosters fantastic conversations that are both brilliant and accessible to any listener, regardless of their level of expertise in call centers or related industries. This makes the podcast engaging and enjoyable for a wide range of audiences.
One potential downside of this podcast could be its narrow focus on call centers. While it provides valuable insights into this specific industry, it may not have as much relevance for listeners who are not directly involved in call center operations or management. However, even if you are not working in a call center, there are still relatable lessons and ideas that can be applied in other industries.
In conclusion, The Reimagining The Contact Center - with Marc Bernstein podcast is an excellent resource for those interested in exploring the future of call centers and their impact on customer service. It offers diverse perspectives, insightful questions, and an energetic host that keeps listeners engaged throughout each episode. Even if you're not directly involved in call center operations, there are still valuable takeaways that can be applied to other industries as well.
AI is everywhere—but are we using it wisely?In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Sam Wilson, CEO of 8x8, to dissect the current wave of AI adoption in CCaaS and beyond. Sam shares his perspective on balancing innovation with customer trust, integrating AI that actually works, and redefining what “good” looks like in the modern contact center. Whether you're a tech-forward leader or a skeptic with scars from failed pilots, this episode will shift how you think about AI's role in your operation.Timestamps: 00:00 Introduction01:00 Impact of AI on CCaaS10:05 Contact Center Disruption12:40 AI vs. Human Hallucinations15:40 Agent Assist20:50 Prioritizing AI Investments30:07 Per Agent Use Cases34:30 AI Outcomes42:40 AI in 3 Years
What does it really take to bring AI into the workforce—for real? In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Charanya “CK” Kannan, CEO and Co-founder of Pinkfish, to explore the new rules of AI adoption.CK brings the hard-earned perspective of a founder who's seen it all—and still bets big on AI. The two dive deep into why agentic AI is leaving RPA in the dust, what it means to pace your automation strategy, and why every org needs a champion who understands what AI can (and can't) do.This one's for the leaders who know that automation isn't about moving fast—it's about moving smart.Timestamps:00:00 Introduction01:00 CKs Background & The Evolution of AI04:42 Founding Pinkfish06:56 Pace to Automate10:38 Joining the Workforce with AI Knowledge12:28 RPA vs. Agentic AI18:13 Being the Champion for AI23:04 AI Inferring & Use Cases28:26 Browser Capture Tools & App Builds34:42 AI in 3 Years
In this episode, Marc Bernstein sits down with Will Bodewes, CEO of Phonely. This one's about architecture, not aspiration. Will breaks down the anatomy of a voice agent, from speech generation and LLM orchestration to real-time prompting and user control. You'll hear why hallucinations aren't what you think, how “agent guidelines” shape human-like behavior, and why flow-based design is the new gold standard for AI in the contact center.Plus, how Phonely customers go live in 30 days, what really drives conversion, and why the future of AI isn't about doing everything—it's about doing the right things, repeatedly, without fail.Whether you're building an AI roadmap or just tired of buzzwords, this one's for you.Timestamps:00:00 Introduction01:03 Setting Up LLMs05:10 Prompts & Giving Users Control06:47 Setting Up On Phonely09:50 Agent Guidelines14:02 First Day, Month, and Year Using Phonely18:40 AI Agent Use Cases & Limitations24:13 Customers' Comfort & Learnings32:10 AI in 3 Years
In this episode of Reimagining the Contact Center, Balto CEO Marc Bernstein sits down with Calabrio's CTO for a wide-ranging, mind-bending conversation about the true impact of AI. Not just on operations. Not just on outcomes. But on how we think, lead, and find meaning in work. This one's part neuroscience, part strategy, part spiritual reset for anyone feeling overwhelmed by the AI buzz. Don't miss it.Timestamps:00:00 Introduction01:00 Different AI Eras02:00 Past Clarity With AI08:20 What AI Does To The Human Brain12:55 Break Through The Noise16:48 Barrier To Great Contact Center Value21:18 WEM Category25:50 AI Agents vs. Human Agents29:20 AI in 3 Years
Marc Bernstein speaks with Daniel Ziv, VP of Experience Management and Analytics at Verint, about why Verint doesn't call itself an AI company—but an AI outcomes company. They dive into the difference between building tech and delivering results, unpack Verint's Da Vinci and Genie Bots, and debate the power of open platforms in driving speed, control, and integration. Together, they paint a vision of AI that's not just smart—but purpose-built to solve real business problems.Timestamps:00:00 Introduction01:13 Use Cases & Key Outcomes04:40 Value First Approach07:40 Open vs. Closed Platform13:00 Micro Workflows15:30 Narrow Intelligence17:40 Relationship Building19:05 Verint Da Vinci25:18 Setting Up Bots31:19 AI in 3 Years
Marc Bernstein speaks with Alex Levin, Founder & CEO of Regal.ai, about how AI is reshaping contact centers. They explore why AI agents are now the cheapest, most effective way to handle interactions, the barriers to full AI adoption, and when we'll see 90% AI-powered contact centers. Looking ahead, they predict a future where AI removes friction from customer service, making great experiences effortless.Timestamps:00:00 Introduction00:58 Founding Regal.ai07:00 Valuable & Cost Effective10:54 AI Agent Barriers13:45 Technology vs. People16:20 AI Agent Process21:00 Future of AI Intelligence26:17 Regal.ai in 1 Year31:44 Companies Who Are Ready33:26 AI in 3 Years
Marc Bernstein sits down with Isaiah Granet, Founder & CEO of Bland AI, to explore how Voice AI agents are revolutionizing customer service and making long hold times a thing of the past. They dive into how Bland AI is designing conversational AI that feels personal, responsive, and as effortless as talking to an old friend. The discussion covers the evolution of voice as the preferred customer service channel, why AI-driven conversations can outperform human interactions, and how companies can create seamless, frustration-free customer experiences. They also tackle the impact of AI on jobs, exploring whether automation will replace workers or open up new opportunities for more meaningful roles. Looking ahead, they imagine a future where customers interact with AI-powered personal assistants instead of navigating clunky phone trees—an era where great service is just a voice command away. Timestamps: 00:00 Introduction 00:57 Voice AI Agent using Gen AI 02:30 Founding Story 07:35 Engagement with Voice AI 10:30 LLM Data 12:40 Training AI on Social Skills 17:00 Different AI Tools 19:40 Strategies as AI Leaders 24:00 AI Taking Jobs 36:22 AI in 3 Years
Ricardo Herreros-Symons and Marc Bernstein explore the rapidly evolving world of contact center AI, from real-time automation to the next frontier of seamless, natural-sounding conversations. They discuss how AI is enhancing agent performance, handling complex interactions, and redefining customer service. Together, they examine the balance between cutting-edge speech recognition technology and maintaining human-like interactions, highlighting what's next for AI in the contact center space. Timestamps: 00:00 Introduction 01:10 Contact Center AI 03:40 AI Intelligence 07:35 Natural Language 10:45 Getting it Right with AI 17:45 Speechmatics 22:40 Speechmatics Demo 26:35 Automated Use Cases 30:15 AI in 3 Years
Kishlaya Sharma and Marc Bernstein discuss the future of AI, back-office automation, and the delicate balance between leveraging cutting-edge technology while keeping the humanness in the contact center. Timestamps: 00:00 Bling Introduction 07:25 Unified Platforms 10:12 Bling's Approach 14:00 AI in Communications 17:25 AI Agents vs. Human Agents 20:20 LLM's at Bling 26:30 Relinquishing Control 33:13 AI in 3 Years
Etie Hertz and Marc Bernstein discuss Loris' customer insights, quality assurance, agent copilot and more. Timestamps: 00:00 Loris Introduction & Startup Life 05:45 Loris' Growth 11:00 Automating Volume 15:15 Loris Value Propositions 22:30 Sentiment Analysis 28:30 Agent Copilot & Customer Success 34:10 Loris' Future & AI in 3 Years
Bobby Hakimi and Marc Bernstein discuss Convoso's AI capabilities, automated call assistants, prompt engineering, and more.
Tom Laird and Marc Bernstein discuss OttoQA's capabilities, LLM approach vs. keyword approach, and calibration & QA workflows.
Davit Baghdasaryan and Marc Bernstein discuss Krisp's incredible noise cancelling technology, customer wins, and the talk around AI Agents vs. Human Agents. Davit is the CEO & Co-Founder at Krisp.ai. Krisp is best known for its AI-powered noise cancelling app that works with Zoom, Teams, Meet, Loom and 1000+ other apps. Before Krisp, Davit was the head of product security at Twilio. Davit co-founded Krisp in 2018 with a mission to enable people to better express themselves in their daily voice and video interactions.
Blair and Marc discuss the convergence of contact center technologies, the new professional agent, Chick-fil-A CX missteps, and best practices for companies focusing on engagement. Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of BCStrategies. With over 20 years experience as an industry analyst, she is a frequent speaker and participant in industry conferences, webinars, podcasts, and other events to help educate customers, solution providers, channel partners, investors, and others about the evolving Unified Communications and Collaboration and contact center markets. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message --- Send in a voice message: https://anchor.fm/marcbernstein/message
Megan and Marc discuss lessons from theater, the power of mindfulness and empathy, and new digital frontiers for managing successful CX. Megan Merrick is a passionate advocate for building unrivaled customer experiences for companies. She is currently championing this pursuit as Head of CX at Candy Digital, a digital collectables company that works with household names like the MLB, WWE, and Netflix. Megan was recently recognized as a CCW 2022 Next Generation Leader. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message --- Send in a voice message: https://anchor.fm/marcbernstein/message
Eric and Marc discuss methods for thoughtful decision-making, the trials and tribulations of building a virtual contact center, and nurturing agent growth and development for resounding success. Eric Sims is an entrepreneur and interventionist who helps business owners recover from their addiction to old ways of doing business. Since 2018, he has led the booming growth of Leading Edge Connections, a fully virtual outsourced contact center and solutions company that helps businesses gain and retain customers. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message --- Send in a voice message: https://anchor.fm/marcbernstein/message
Juanita and Marc discuss the power dynamic between agents and customers, the importance of maintaining a connection to technology, and how honing in on the human experience transforms the contact center. Juanita Coley, a.k.a. The Contact Center Whisperer, is the founder of Solid Rock Consulting, whose mission is to normalize women in tech and leadership roles. Her 14 year career began as a call center agent and has progressed to a consulting role, bringing new efficiencies and optimizations to corporations and household brands like United Health Care, Optum, Walgreens, Liberty Medical, and many more. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message --- Send in a voice message: https://anchor.fm/marcbernstein/message
Sheri and Marc discuss the evolution of call center tech, how new career paths for agents have emerged, the relevancy of scripts in the modern contact center, and much more in a reflective and engaging conversation. Sheri Greenhaus is managing partner at CrmXchange and a contact center event moderator of over two decades. She has been involved in nearly every aspect of contact center management, including posts as vice president of marketing at CRC Information Systems and director of telemarketing at Hart Hanks. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message --- Send in a voice message: https://anchor.fm/marcbernstein/message
Matt and Marc discuss Matt's diverse background and how it applies to the contact center industry, the importance of empowering agents, and how innovation in the contact center has evolved. Please find conversation timestamps below. 2:57 - What principles from your career in the British military apply to the contact center? 6:37 - The threat environment and security model of the contact center space 18:40 - "Pointless" processes and best practices in the modern contact center 25:08 - Modern evolution of the customer experience 31:43 - Contact center transformation in 2015 vs now 38:08 - The importance of empowering call center agents 46:36 - What will the contact center security landscape look like in 2030? Matt Smallman is a best selling author, security and voice biometrics expert, and founder of SymNex Consulting. Working with both small startups and some of the largest global enterprises, Matt's expertise has improved the security and customer satisfaction for tens of millions of their customers. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message --- Send in a voice message: https://anchor.fm/marcbernstein/message
Thomas and Marc discuss hybrid workplaces, the understated importance of human agents in an automated world, and how Web3 technologies such as NFTs might be useful in the contact center industry. Thomas Laird, a.k.a. The Call Center Geek, is a contact center and customer experience expert with over 30 years in the industry. He is also an author and founder/CEO of Expivia, a 600+ seat award-winning USA BPO omnichannel contact center located in Pennsylvania. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/messagePO omnichannel contact center located in Pennsylvania. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Steve and Marc discuss the value of people, whether employees or customers, and how important it is to define your core promise to them…and then follow through with it. Please find episode timestamps below. Steve Bederman is a transformative leader, strategic planning expert, highly regarded contact center industry innovator, and the President and CEO of NobelBiz, a leading contact center technology company. His expertise in corporate restructuring and strategic growth brought him the reputation of a renaissance business leader. 1:05 - Stories of the contact center podcast 2:38 - How do you identify when someone has earned a new opportunity 4:34 - Hiring people instead of resumes 13:42 - The self-reinforcing nature of your company's culture 17:33 - The importance of customer success 24:40 - How do you come up with your promise? 35:48 - What will NobelBiz be like in 10 years? --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message --- Send in a voice message: https://anchor.fm/marcbernstein/message
Jordan and Marc talk about the challenges of maintaining company culture as organizations scale and what makes for successful sales calls in the modern era. Please find conversation timestamps below. Jordan Draper is the director of operations at Dagley Insurance, an auto, home, and business insurance agency with locations across Texas and Colorado. From humble beginnings on the phone making sales calls, Draper's sales and management experience, and a commitment to personal service, have helped transform Dagley from a small company with a handful of agents to a flourishing organization with over 50 sales seats. 0:29 - Super Bowl talk 3:00 - Small vs large agencies 10:21 - How to build and maintain culture as you scale 12:49 - Other challenges in scaling 15:10 - Installing a value system 16:18 - Sales and service methodologies 28:00 - Handling objections when making sales 33:35 - Setting expectations and building positive rapport with customers 41:04 - Practices in productivity 45:20 - What will sales look like in 2030? --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message --- Send in a voice message: https://anchor.fm/marcbernstein/message
Kane and Marc go deep on the future of conversational AI and discuss how organizations can deploy technology to get ahead. Kane is the founder at VUX World, the voice and conversational AI design and strategy consultancy and podcast. He helps organizations save money, increase revenue and improve customer experience with bleeding edge conversational AI and NLU technologies across ALL conversational channels. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message
Coaching agents is one of the most important roles of a contact center manager. Effective coaching helps agents improve their skills on calls, implement new policies, and prevent future mistakes. But is your coaching investment paying off? We surveyed 515 contact center managers from the U.S. to find out. Marc & Maria discuss our findings on this episode. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc has an honest conversation with a contact center agent about empathy on calls, coaching programs and how his employer's culture has resulted in work happiness - for himself and his team. Our guest wanted to stay anonymous so he could speak openly without worrying about backlash. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message
John DiJulius is President at The DiJulius Group and expert on world-class customer experiences. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message
Jeanne and Marc discuss why customer journey maps are actually sales pipelines and should be replaced with goal maps. Jeanne tells the story of her dad, who retired with a three-block-long line of customers wishing him well. Jeanne Bliss is a global leader, keynote speaker and 4x bestselling author on experience leadership & customer-driven growth. She is also a cofounder of CXPA.org. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message
Adam comes on the show to help us understand how humans learn, why classroom instruction is only 15% of learning and the three foundations to a great coaching program. Adam Lupu is on a mission to make work wonderful as the CEO of Startwise. He has spent the last decades researching learning behaviors. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message
Jodi and Marc talk about Balto's Customer Support team, what it's like being in that role day-to-day, and how contact centers will change by 2030. Our very own Jodi Heen is Balto's first Customer Support Advocate. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message
Rob walks Marc through the perfect insurance sales call: From introductions and discovery questions all the way to reducing cancellations after the call. Rob Liano is a highly-respected sales strategist, author and speaker. Rob is consistently sought out for his groundbreaking telesales innovation. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc and Shawn chat about what a great collections conversation looks like, creating a culture of perfect calls and the conversation as the atomic unit of business. Shawn M. Farris is the COO at Aargon Agency, Inc. Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc Bernstein discusses the insight backlog, managers already knowing what "good" looks like, letting agents choose, and how conversation analytics provide recommendations at an almost silly micro level. Marc Bernstein is the CEO of Balto. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc Bernstein and Roy Atkinson discuss how people respond the way you treat them in customer experience, using your dark data, maximizing the experience, and treating people like adults. Roy Atkinson is the CEO of Clifton Butterfield LLC. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc Bernstein and Diane Magers discuss the power of storytelling in customer experience, not overlooking the ideas that come from your customers and agents, and instead of good NPS scores, do they recommend us as a company? Diane Magers is the Founder and chief experience officer at Experience Catalysts. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Chip Bell is the Senior Partner and speaker at the Chip Bell Group and author of Axiom Business Book Award winner "Inside Your Customer's Imagination". --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc Bernstein and Michael Lamm discuss the convergence of technology and humans, how contact center technology can kill an acquisition, and offshore/nearshore best practices. Michael Lamm is the Co-Founder and Managing Partner at Corporate Advisory Solutions. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc Bernstein and Justin Robbins discuss breakthrough customer service, being a customer yourself, 4 core values, and the Peak-end rule. Justin Robbins is the Chief Evangelist at CX Effect. Follow @justinmrobbins on most social medias. Email:justin@cxeffect.com --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc Bernstein and Shep Hyken discuss amazing customer experiences, dealing with customer problems and how to amaze a customer. Shep Hyken is the Chief Amazement Officer at Shepard Presentations, and author of "I'll Be Back: How To Get Customers To Come Back Again And Again" You can check his website to see his work on creating an amazing customer experience. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc Bernstein and Mike Mixon and James Diel talk about revolutionizing SMS in the contact space, giving text bots personalities, and how RCS is transforming the SMS business world. Mike Mixon is the Chief Revenue Officer of Textel and James Diel is the Founder and CEO of Textel. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc Bernstein and Annette Franz discuss why you need a service blueprint, the Amazon effect, customer experience vs. customer service, and how to visualize your customers' experience. Annette Franz is the CEO and Founder of CX Journey Inc. She is also the author of "Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)" --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc Bernstein and Colin Taylor discuss the evolution of omni channel, being where your customers want to be, and a focus on educating customers. Colin Taylor is the CEO of The Taylor Reach Group. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc Bernstein and Joey Coleman discuss acquisition Vs. retention, the harmony of a contact center, and human to human interaction in a contact center. Joey Coleman is the author of "Never Lose A Customer Again" and Chief Experience Composer at Design Symphony. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc Bernstein and Stephen Yap discuss Improving career progressions in contact centers, the revolution of the Insurance industry, insight on customer surveys, and expanding the talent pool in 2021. Stephen Yap is the Research Director at the Call Centre Management Association, Insurtech Insights and Platform 195. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Rob Siefker and Marc Bernstein talk about the best way to start in the call center, why Zappos asks "What's your theme song?" in interviews, how customers are the best marketers, and Zappos' biggest contribution to the call center. Rob Siefker is the Senior Director of Customer Loyalty at Zappos and has been part of the Zappos family for 17 years. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Marc Bernstein, host of the podcast, reflects back on what he's learned from his guests and adds his own commentary on their predictions. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Christa Heibel and Marc Bernstein talked about what contact center managers are getting right in 2021, why leadership should take calls, who owns contact center transformation, and a smarter way to do post-call surveys. Christa Heibel is the Founder & CEO at CH Consulting Group, customer experience consultants for omni-channel contact centers. She also serves as the Vice Chair and Marketing Chair at Professional Association for Customer Engagement (PACE). --- Send in a voice message: https://anchor.fm/marcbernstein/message
Nick Richmond, Chris Hove, and Marc Bernstein talk about why written communication skills are making a comeback, the importance of team outings for sales groups, and why new employees shouldn't start 100% remote. Nick Richmond is the President of Matrix Bath Systems and has turned his passion for the remodeling industry into a multi-million dollar business with sales expected to soar over $60 million in 2021. With a start-up investment of $3500, coupled with Nick's determination and entrepreneurial spirit, Matrix Basement Systems (home solutions) has quickly become one of the nation's largest home remodeling companies. Christopher "Chris" Hove is the CMO for Matrix Bath Systems and an experienced marketing, technology, training and telecommunications expert. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Randy Clapp and Marc Bernstein talk about the future of voice in the contact center, how to help agents retain training, how to scale your top performing agents to the rest of your team, and the time lag problem with agent coaching. Randy Clapp is Chief Revenue Officer at Advantage Communications, a BPO that consistently achieves Net Promoter Scores of greater than 45 points and 85% first contact resolution. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Bill Murphy is the Managing Partner at Cresting Wave, bringing Innovative technologies to the enterprise technology community. Bill is also a board member at Accurics and a Senior Advisor to McKinsey. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Michael McMillan and Marc Bernstein talk about how Michael grew up in the call center and went from sleeping on cots on the center floor to becoming an experienced customer experience and sales executive who is known for his expertise in defining Customer Journey strategies and business development initiatives to optimize sales and create new opportunities. Michael McMillan is the Owner of BizSprints and contact center advisor at Tech-Gofer. --- Send in a voice message: https://anchor.fm/marcbernstein/message
Jim Rembach and Marc Bernstein talk about what it really means to be a leader. Jim Rembach is an entrepreneur and expert in B2B digital marketing and online learning. As the president of Influence to Action, he operates several entities, including Call Center Coach Virtual Leadership Academy, B2B Digital Marketer, CX Global Media, and the Contact Center Virtual Summit. He's the host of the Fast Leader Show and the B2B Digital Marketer podcasts. Jim is a Certified Emotional Intelligence practitioner, Community Specialist, Employee Retention Specialist, and Empathy Mapping Expert. As an agency and coach, his work involves helping organizations to develop dynamic strategies and tactics that drive sales and revenue in the new digital business imperative. --- Send in a voice message: https://anchor.fm/marcbernstein/message
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