Join Ed and Vicki in this insightful episode as they dive deep into the world of contact center training and the evolving landscape of customer support. Discover the critical role of knowledge acquisition for contact center teams and learn how providing the right information at the right time can revolutionize customer problem-solving.

Ed and Vicki tackle the challenges of integrating AI into the contact center, exploring the delicate balance between self-service and human interaction. They emphasize the importance of a robust FAQ system and the necessity of regular content updates to ensure accuracy and enhance customer experience.

Vicki shares her fascinating journey into the contact center world, a path she stumbled upon by accident but quickly fell in love with. Hear how she built a virtual sales team of over 300 people and managed a brick-and-mortar contact center, gaining invaluable experience along the way.

Key takeaways:

Don't miss this episode for practical tips and expert insights on optimizing your contact center operations!

Resources in this episode:

About Vicki

Vicki’s #1 passion in business is to help organizations with innovative and progressive operational and technology strategies that make an immediate impact on increasing customer satisfaction, first call resolutions, new agent speed to competency and higher productivity while engaging team members and reversing high absenteeism and attrition. A great knowledge management strategy helps with all of this!

As a subject matter expert on work-at-home and hybrid environments, Vicki has written for and been interviewed by Forbes, Fast Company, Fortune Magazine, CFO Magazine, CEOWorld, HR News, Woman Diversity, Training Magazine, ICMI, Contact Center Pipeline and a host of other publications, news outlets and podcasts on creative work-at-home, leadership and employee engagement strategies.

Vicki is the author of ‘The Leadership Toolbox - Manage Less Achieve More,’ a book about her experience leading contact center organizations with thousands of employees across industries ranging from consumer technology, education, retail, automotive, cosmetics, nutrition & other consumer products. Her book showcases a systematic approach to leadership that can transform organizations into top performing status at an accelerated pace, where employees love coming to work, are engaged & help move the organization forward.

About Knowledgely

According to McKinsey and Company, employees spend 20% of their time looking for knowledge.

- Contact center agents aren't finding the right answer fast enough

- Contact center agent attrition is still bad

- Great self-serve is not great yet

- And all this takes a toll on the agent and ticks off the customer

At Knowledgely™ we realign your knowledge base strategy to mitigate risk while enhancing both the employee and customer experience.

We provide contact centers with a Knowledge Framework Assessment:

Are your sales hiring practices stuck in the past? Join Ed and Brian this week as they dissect the biggest challenges facing sales leaders today when it comes to finding and hiring top-performing talent.

They reveal the alarming truth about resume screening, discuss why focusing solely on industry experience can be a costly mistake, and challenge common interview techniques that simply don't work.

Brian shares his personal insights on the essential character traits to look for in sales candidates – traits that go beyond surface-level skills and reveal true potential. Discover why intellectual curiosity, a drive for self-improvement, and emotional intelligence are key indicators of future success.

This episode isn't just about identifying problems; Ed and Brian offer concrete solutions! They provide actionable next steps for hiring teams, hiring managers, and HR departments, including:

If you're ready to revamp your sales hiring process and build a team of driven, successful individuals, this episode is a must-listen! Tune in now and discover how to go beyond the resume and find the right people for your organization.

About Brian Delman

With over 15 years of experience in driving exponential growth for sales teams, Brian specializes in building and/or redeveloping sales and business development programs, creating innovative sales strategies, and thoroughly assessing overall sales enablement needs.

Brian continually refines his skills as a sales leader, dedicated to creating sales cultures that not only boost revenue but also empower individuals to achieve their full potential. With five tenures as a sales leader, his leadership has consistently driven business growth and enhanced operational efficiency. He is extremely creative, and is constantly on the hunt for innovative ways to drive revenue.

Ever wonder how successful entrepreneurs navigate the complex world of wealth management and business growth? In this episode, we sit down with Randy Gerber, founder and advisor at Gerber LLC, a professional service firm that exclusively advises first-generation entrepreneurs.

Randy shares his journey from a young financial planner to the creator of a unique wealth management model tailored for business owners. He reveals how a bold decision to focus solely on first-generation entrepreneurs transformed his business and led to unexpected growth.

Key highlights in this episode:

"You have to be strategic. And that's where a lot of small businesses just don't understand strategy as a part of growth." - Randy Gerber

Randy also introduces us to his latest venture, Founder Farm, an online community designed to support early-stage entrepreneurs. This innovative platform aims to provide a safe space for business owners to share ideas, seek advice, and grow together.

Whether you're a seasoned business owner or just starting your entrepreneurial journey, this episode offers valuable insights on building a thriving business while effectively managing your personal wealth.

Join us for a fascinating discussion on the intersection of entrepreneurship, wealth management, and strategic growth. And who knows? You might even pick up some insider tips on where to find the best chicken wings in Buffalo!

Resources in the episode:

About Randy Gerber

As a first-generation entrepreneur, Randy knows first-hand that business owners need a different kind of financial advisor. Of course, entrepreneurs and business leaders need smart financial advice. But when you combine passion and drive with creative energy and a strong commitment to innovation, you're also looking for more.

About Gerber, LLC

Gerber, LLC. is a professional service firm exclusively advising first generation entrepreneurs. Focused on catering to the specific needs of business owners, our team works to help entrepreneurs reach their life, business, and wealth goals. Because we’ve worked with hundreds of entrepreneurs just like you, we know how to identify and navigate issues that haven’t happened yet. Rather than treating the symptoms, we identify and solve the root issue.

We understand the entrepreneurial journey. The Gerber Gateway, our four-phase process, gives you the clarity needed to grow at every stage. We can help you become a better leader in your business, lead a richer life with your family, and take time for the things that matter most to you.

We have an extensive network of experts experienced in dealing with the unique challenges of the first-generation entrepreneur. Whether your need is business or personal, we will connect you with the right people.

How can you ensure your business survives and thrives without being solely reliant on you? This is one of the guiding initiatives from this week’s guest, who is spending a lot of time, and money, on ensuring the future success without her in the drivers seat.

This week’s guest is Lacey Picazo, Founder and CEO of ZoCo Design, a product design and user research agency in Columbus, Ohio. With a background in design and human factors, Lacey is passionate about creating technology that is truly human-centered. Her expertise lies in understanding user behavior and crafting experiences that drive meaningful change. With over a decade of experience, Lacey’s approach to entrepreneurship and business growth is rooted in a deep understanding of people and their needs. Through her work, she emphasizes the importance of psychology in influencing user behavior, challenging the status quo of tech development. Lacey's unique insights into human-centered design and entrepreneurship make her a valuable voice in rethinking revenue and building sustainable businesses.

Key highlights in this episode:

I think the biggest piece of advice I would give is to build the company you actually want, which sounds trite, but I have so many founder friends who have not been able to do that…. Being really clear on your motivations for building a company is essential, especially before taking investment from any VC, PE or otherwise. That changes the incentives on how you must build the company.  - Lacey Picazo

Human-Centered Design in Technology

Founder-Independent Business Growth

Resources in this episode:

About Lacey Picazo

Lacey is the CEO of ZoCo, the UX agency built for healthcare. Since 2013, ZoCo has built a reputation as the preferred partner for healthcare product teams—uncovering powerful care delivery insights, focusing product priorities through actionable user research, and putting those insights to action by designing behavior-shifting experiences.

About ZoCo Design

Healthcare is complex, and building successful products in this space is challenging. We're committed to visionary leaders and builders who are trying to improve it. Whether designing a digital tool for pharmacists or mapping an ideal service journey across patients, providers, and payers—our focus is on translating an understanding of people into confident decisions and powerful design. We believe great UX simplifies complexity and informs strategy. Whether you're making product decisions to meet your revenue goals or striving to improve patient outcomes, ZoCo helps you prioritize, focusing on actionable user research. ZoCo’s services include user research, product and experience design, and UX maturity consultation. ZoCo Design has been recognized on lists such as the Inc. 5000, international Webby awards, Inc. Best Workplaces, and as the #1 design studio in Columbus by Columbus CEO.

Ever wondered how to make strategic decisions based on data rather than gut feelings? In this episode, we uncovered the surprising challenges and pivotal moments in a journey that led to expertise in revenue architecture. Find out how Winning by Design is revolutionizing the industry with free frameworks, models, and a certification program. It's time to rethink revenue and scale your business with confidence.

Meet our special guest, Roee Hartuv. Roee is a seasoned professional in revenue management and operations, bringing a refreshing analytical approach to the revenue space. With a background in computer science and a career spanning from individual contributor to sales leader, Roee's journey reflects a deep understanding of the processes and strategies essential for sustainable growth. His practical insights and experience in working with companies across various stages, from growth startups to those preparing for IPOs, provide valuable perspectives on scaling businesses with venture capital funding. As a key figure at Winning By Design, Roee's expertise in B2B recurring revenue, consulting and training, particularly in the enablement space, adds a unique dimension to the conversation on rethinking revenue.

Key highlights in this episode:

We’re in a stage in our industry where we do not have any standards or common processes. A lot of the decisions that we’re making as leaders are still based on gut feeling or what somebody told me on the sidewalk of what is a good growth strategy. – Roee Hartuv

Data-Driven Growth

Navigating New Strategies

Resources in this episode:

About Roee Hartuv

Roee is a well-rounded B2B startup executive focused on helping SaaS-based companies achieve exponential growth through Sales and Customer Success. His passion is for sales, tech, and everything in between.

About Winning by Design

Winning by Design is a global B2B revenue consulting and training company that enables recurring revenue teams to architect sustainable growth. Combining our specialized skills as operators of high-growth companies, we apply scientific frameworks and proven models to help Sales, Marketing, and Customer Success teams at B2B companies and global enterprises achieve impact. Founded in 2012, WbD is a fully remote company, serving leading organizations around the world, including Uber Eats, DocuSign, Hewlett Packard Enterprise, and Adobe.

Discover how this entrepreneur bootstrapped not one or two, but four businesses! From selling ebooks to breaking into the Latin American market, his journey is full of unexpected twists and valuable lessons. But what's the one thing he wishes he knew before starting? Tune in to find out!

This week’s episode features Mike Begg. Mike serves as the co-founder and CEO of AMZ Advisers, where he has amassed extensive experience in the e-commerce industry. His journey began with a deep dive into Amazon's FBA program, followed by strategic forays into retail arbitrage and private labeling, culminating in substantial revenue growth for brands. With nearly a decade of expertise in the field, Mike's expansion into Latin America underscores his astute understanding of market dynamics and his proactive approach to addressing industry challenges. His practical experience and insightful perspective make him a pivotal resource for entrepreneurs seeking to capitalize on emerging opportunities within the digital marketplace.

Key highlights in this episode:

• Bootstrapping multiple businesses and learn how to apply them to your own entrepreneurial journey.

You have to make sure that what you're doing is something you enjoy, that it fits your lifestyle and what you want out of it, because otherwise, at some point there's going to be some breakdown, whether it's burnout, whether it's the company failing, whatever. That's kind of just going to completely derail you if it's not. - Mike Begg

Resources in this episode:

• Find Mike on LinkedIn

About Mike Begg

Mike is a seasoned entrepreneur and a leading expert in e-commerce, digital marketing, and operational nearshoring. In 2015, he co-founded AMZ Advisers, a thriving agency that currently manages over $10 million per year in ad spend and achieves an impressive $100 million per year in Amazon sales.

Mike’s entrepreneurial journey was ignited by witnessing the decline of a major company, Sears. The realization that job security was elusive led him to build something for himself. Starting with selling Kindle eBooks on Amazon, Mike progressed to arbitrage on physical goods, launched private label brands, and identified his strength in e-commerce marketing. This journey culminated in the creation of AMZ Advisers alongside his two partners.

About AMZ Advisers

AMZAdvisers.com is a full-service eCommerce & digital marketing consultancy with extensive experience in creating high-growth strategies for brands and manufacturers on the Amazon platform. In 2023, our partners enjoyed $900,000,000+ in sales with many of them experiencing more than 100% increase in their year-over-year sales on the Amazon platform. We believe that developing a robust eCommerce presence is integral for a business looking to maximize growth in the 21st century. Our custom strategies aim to make Amazon, the largest eCommerce marketplace, a powerful sales channel and the centerpiece of every company’s eCommerce presence. Long-term growth requires developing alternative sales channels, and we compliment every client’s eCommerce strategy by bringing them to additional eCommerce platforms, developing powerful sales funnels and creating websites designed to convert shoppers into customers.

Picture this, you build a consumer travel startup, and it fails. Try again right? What about ditching the software and industry all together and building a services-based business helping revenue teams be more efficient? This change in direction helped our guest bring unexpected growth for his company and his customers. Find out how this entrepreneur turned doubts into a thriving business and get inspired to take that leap of faith.

This week’s guest is James McKay, founder an CEO of Venn.

James has a wealth of experience in revenue operations, having spent most of his career in sales and operations. His journey into revops began as a sales leader, where he found himself drawn to solving revenue challenges using systems and data. With a background in sales and a track record of leading rapid growth at a prominent tech company, James brings a unique blend of practical sales experience and strategic operational insights to the table. His expertise in navigating common challenges such as messy CRMs and optimizing outbound strategies makes him a valuable resource for startups seeking to streamline their revenue operations for sustainable growth.

Key highlights in this episode

How revenue operations can transform your startup's growth potential.

• The challenges of CRM data management in optimizing your sales processes.

I think that anyone who gets to the point in their career where they've been promoted or moved up in an organization a couple of times is able to think through what they do really well and think of it as a service. And I think if you're able to do that, you can get people to listen to you and you can start generating some interest around what you're doing. - James McKay

Overcoming CRM Data Management Challenges

Building a Strong Entrepreneurial Network

The resources mentioned in this episode

• Find James on LinkedIn

About James McKay

Helping startups run smoothly - that's his singular objective.

About Venn

Ven is a collective of revenue experts building systems that accelerate growth for startups. We specialize in helping B2B SaaS and Fintechs get from 1m to 100m in ARR.

Reach out to us for:

- Salesforce Fixes and Implementations

- Variable Compensation Design

- Revenue Strategy

- CX Fixes and Implementations

So, you've been told to just keep pushing harder and working more to get your business to the next level, but the results just aren't matching the effort. The frustration of putting in so much and not seeing the growth you expect is real. It's time to rethink your approach and find a better way to navigate the stages of business growth.

We’re excited for you to hear from this week’s guest, Zach Ferres. Zach is a seasoned entrepreneur with a knack for building and scaling businesses. Hailing from Ohio, his entrepreneurial journey began during his high school days when he ran a computer and web design company. This venture even earned him a scholarship for college. Zach's career has seen him transition from web design and hosting to venturing into the world of corporate venture capital, innovation, and building one of the largest startup studios in the US. His experience as a CEO, advisor, and investor has equipped him with a unique perspective on navigating the complexities of business growth. With a portfolio of diverse ventures and a passion for entrepreneurship, Zach brings a wealth of practical insights to the table.

Key highlights in this episode:

• Building a sales system in startups is crucial for sustainable revenue growth.

The speed of the boss is the speed of the team. - Zach Ferres

Navigating the Stages of Business Growth

Being part of peer groups can provide valuable insights, support, and guidance for leaders navigating through the complexities of growth. Connecting with like-minded individuals who can challenge and offer solutions can enhance decision-making and problem-solving.

The resources in this episode:

• Find Zach on LinkedIn

About Zach Ferres

Zach is a seasoned entrepreneur and technology executive with a passion for startup building and fostering entrepreneurial communities. His entrepreneurial journey started during high school when he founded his first technology company, which was later sold when he was 24, leading him to relocate to Arizona. He has since called Arizona home.

In 2012, He assumed the CEO position at Coplex, where he currently serves as a Board Member and Managing Partner. Coplex has been instrumental in starting over 200 startups, building a diversified equity portfolio of over 60 companies, and becoming one of the largest Startup Studios in the US. They partner with enterprises to create technology startups and have been featured in Entrepreneur, Forbes, The Washington Post, VentureBeat, and Fast Company.

Beyond Coplex, he holds various board and advisory positions at thriving technology companies that he actively supports. As a top-rated tech speaker, he has addressed thousands of CEOs across the country, and he also had a long-standing column with Entrepreneur Magazine, where he shared his insights on entrepreneurship, innovation, and corporate venturing.

About Telly

We’re building the ultimate TV experience. Shouldn’t TV Be More Than Streaming We think TV is an essential gathering spot. A reflection of the people that share in its smarts. A unifying hub to stay entertained, informed, fit and connected. We call this Telly and it’s the heartbeat of your home.

We’ve seen this before…companies enter an unknown market shift and all of the sudden the business comes to a halt. Imagine that same experience as a startup, just getting up and going and trying to get your first customers. Enter the COVID lockdown and the immediate halt of student loan payments. Discover how this startup survived turmoil and found success in unexpected places. This entrepreneur's journey holds a surprising lesson that changed everything.

Our special guest is Naveed Iqbal, founder and CEO of Dolr. With a Ph.D. and a keen understanding of market dynamics, he has developed a deep insight into the financial challenges individuals face, particularly in managing student loan debt. His innovative approach in creating employer-based student loan benefits has garnered attention, positioning Dolr as a pioneering force in the industry. Naveed's pragmatic and strategic insights make him a valuable resource for entrepreneurs navigating market shifts to ultimately find a way to stay and fight for survival.

Key highlights in this episode:

• Employer sponsored student loan repayment acceleration

We are here because we chose to be, we chose not to die. There were multiple times when we could have died where we were like, we don't have enough money. We're going to have to figure out, how we're going to pay this or how we're going to do that. - Naveed Iqbal

Maximizing student loan benefits:

Resources in the episode:

• Follow Naveed on LinkedIn

About Naveed Iqbal

Naveed is the co-founder and CEO at Dolr. Founded with a mission to lower financial barriers to education, Dolr is a student loan benefits platform enabling companies to accelerate their teams to $0 student debt resulting in higher engagement, retention, and recruitment. Before founding Dolr, Naveed worked in consumer risk and product at one of the largest consumer banks in the USA. He earned his PhD in Applied Math at the Florida Institute of Technology.

About Dolr

Dolr beats your student debt with cash from your work, shopping, village of supporters, and habits. With Dolr your team can beat student debt, save more for retirement, and build wealth.

Using our technologies we want to accelerate the members of our community to $0 debt by making it easier for you to form micro-habits. And we want to make all of this cheap and easy for you. We want to uplift the members of our community emotionally and empower you to live your best life both while you pay your debt and after.

The more indebted members of society are the more we are inhibited from true growth and continued evolution. Using our technologies we want to empower society to help the members of the Dolr community accelerate to $0 debt. This extends from individuals to groups of individuals organized into communities, to businesses and corporations, and to the governments we elect.

Uncover the surprising truth about the challenges and triumphs of entrepreneurship in the healthcare industry. Discover how one CEO's personal journey led to a radical approach to employee investment and development, transforming the way we think about professional growth and business success. Want to know the secret behind navigating tough decisions and driving organizational change? Stay tuned for more!

Entrepreneurship is just trying to collaborate with as many people as possible, challenge your thinking, and then try to bring best practices into the business and stop doing the things that are holding you back. - Isaac Dole

Isaac Dole, the CEO and founder of Birchwood Healthcare Partners, brings a unique blend of entrepreneurial spirit and deep industry knowledge to the table. With a keen eye for problem-solving and a passion for driving positive change, Isaac has been at the forefront of navigating the intricacies of the seniors healthcare industry. His commitment to cultivating a top-tier team and fostering a culture of excellence, coupled with his strategic focus on revenue growth, underscores his dedication to reshaping the landscape of healthcare organizations. Isaac's expertise in addressing workforce development, embracing innovation, and tackling industry challenges makes him a compelling guest to explore the realm of employee investment and development programs in healthcare.

Maximizing Employee investment and development programs

Key highlights of the episode:

• Maximizing employee investment and development programs by elevating your organization's employee development initiatives to boost satisfaction and retention.

Resources in the episode:

• Find Isaac on LinkedIn

About Isaac Dole

Experienced healthcare investment professional with a focus on all aspects of senior's healthcare. Has completed hundreds of millions of dollars of transaction volume across the senior's healthcare acuity spectrum - including real estate based and provider services healthcare. Isaac has direct experience and/or interest in senior housing, post-acute and long-term care, home health, hospice, rehab, pharmacy, NP/LCSW/telehealth services, management companies and venture products, technology and services targeting senior's healthcare. This experience has created deep nationwide industry relationships that have been critical to Birchwood's growth and success.

About Birchwood Healthcare Partners

Birchwood Healthcare Partners is a Chicago-based healthcare investment firm specializing in post-acute investments including senior housing, nursing and ancillary businesses such as home health, hospice, nurse practitioner and post-acute management companies.

Birchwood Healthcare Partners offers a flexible investment approach, always striving to meet the needs of all stakeholders to a transaction. Through their network of operators and partners, they not only have the ability to acquire, but also the ability to lease and manage healthcare communities, or even asset manage them on behalf of third party landlords / investors and work outs on behalf of lenders. They have deep industry relationships, entrepreneurial structuring capability and extensive capital available to facilitate the ideal transaction.

Birchwood has built an experienced and cohesive team of investment professionals, advisors, operators and investors to position the comp