Next in Queue

The differences between in person customer care versus over the phone, the secrets of the greeting card industry, and the IVR trick you should know are just a few of the topics I discussed with Anne Brunson, the Vice President/General Manager of Self-Funded Solutions at Maestro Health. Connect with her on LinkedIn https://www.linkedin.com/in/annebrunson/

Music courtesy of Big Red Horse - bigredhorseband.com

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Thanksgiving contact center emergencies, Disney Safari tours, and building your own team are just a few of the topics I discussed with Jeff Songster, the Head of Care for Diggs Pet. Connect with him on LinkedIn https://www.linkedin.com/in/jeffsongster/

Music courtesy of Big Red Horse - bigredhorseband.com

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“Australia hot”, how planning impacts training, and how breakfast with friends in Silicon Valley led to a business in communication strategy are just a few of the topics I discussed with Ryan J. Warriner. Connect with him on LinkedIn https://www.linkedin.com/in/ryanwarriner/and check out his Book, The Effective Presenter: The Winning Formula for Business Presentations and his website: https://www.professionalpresentationservices.com/

Music courtesy of Big Red Horse - bigredhorseband.com

Brought to you by Happitu - https://happitu.com/

Punk Rock, tabletop gaming, and how his experience in gaming culture made the transition to work from home easy are just a few of the topics I discussed with David Powers, the Contact Center Manager for Rooter Hero Plumbing. Connect with him on LinkedIn https://www.linkedin.com/in/davidjpowers2/and check out his Caffeinated CX podcast https://anchor.fm/caffeinatedcx/

Music courtesy of Big Red Horse - bigredhorseband.com

Brought to you by Happitu - https://happitu.com/

The implications of a viral story about an unclaimed $50 syllabus prize and the emergence of CX in higher education are just a couple of the topics I discussed with Shanna Hayes, the Director of Customer (Learner) Experience & Retention at Southern New Hampshire University. Connect with her on LinkedIn https://www.linkedin.com/in/shanna-hayes/.

Music courtesy of Big Red Horse - bigredhorseband.com

Brought to you by Happitu - https://happitu.com/

How personal interests can spark new relationships, why technology still has not fulfilled the prophecy of the end of Contact Center agents, and the hidden value of local/regional professional associations are just a few of the topics I discussed with Mark Brody, the CEO of Brohawk Solutions and President of the Austin Contact Center Alliance. Connect with him on LinkedIn https://www.linkedin.com/in/mark-brody-410b003/and check out Brohawk Solutions at https://brohawksolutions.com/

Music courtesy of Big Red Horse - bigredhorseband.com

Brought to you by Happitu - https://happitu.com/

How auto dealership CX has evolved with the internet, the surprising demographic that is driving online sales, her favorite ride, and the crazy car market that is 2022 - just a few of the topics I discussed with Carol Marshall, the COO at ActivEngage. Connect with her on LinkedIn https://www.linkedin.com/in/carolmarshall/and check out ActivEngage at https://www.activengage.com/

Music courtesy of Big Red Horse - bigredhorseband.com

Brought to you by Happitu - https://happitu.com/

How a manufacturing accident led to a contact center career, how running a contact center is as valuable as an MBA, and the shockingly slow telephony cloud adoption rates in 2022 are just a few of the topics I discussed with Fred Stacey. Connect with him on LinkedIn https://www.linkedin.com/in/fredstaceyaincx/or check out his services at https://aincx.com/

Music courtesy of Big Red Horse - bigredhorseband.com

Brought to you by Happitu - https://happitu.com/

How a kid from the Midwest who wanted to be a diplomat ended up in the contact center business, the evolution of the contact center image in Latin America, and what makes Bogotá unique are just a few of the topics I discussed with Rick Strub. Connect with him on LinkedIn https://www.linkedin.com/in/rick-strub-0030b813/

Music courtesy of Big Red Horse - bigredhorseband.com

Brought to you by Happitu - https://happitu.com/

How a desire to help led to training, how early failures led to professional development, and how he began writing for industry publications are just a few of the topics I discussed with Mark Pereira. Connect with him on LinkedIn https://www.linkedin.com/in/marknick/

Music courtesy of Big Red Horse - bigredhorseband.com

Brought to you by Happitu - https://happitu.com/