In this episode we are joined by Nicole Price, the Customer Experience Manager at Radial.  Nicole has an undeniable passion for the Contact Center industry and working to ensure the best possible experience for each and every client.  We talk about Nicole's history and what brought her to the industry before delving into her focus on achieving "The Effortless Experience" within her organization.  We also discuss some of the challenges and unique opportunities presented by working for a BPO organization that supports a multitude of different brands and how they use coaching to achieve the highest quality possible.