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?

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.

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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.

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Send in a voice message: https://anchor.fm/marcbernstein/messagePO omnichannel contact center located in Pennsylvania.

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

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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

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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.

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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.

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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.

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John DiJulius is President at The DiJulius Group and expert on world-class customer experiences.

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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.

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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.

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