Reimagining The Contact Center - with Marc Bernstein

Marc Bernstein
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Reimagining The Contact Center - with Marc Bernstein Podcast

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.

  1. 10 SEPT

    Episode #49: Convoso w/ CPO & Co-Founder, Bobby Hakimi

    Bobby Hakimi and Marc Bernstein discuss Convoso's AI capabilities, automated call assistants, prompt engineering, and more. Timestamps: 00:00 Introduction 00:55 Convoso & AI Capabilities 05:00 Automated Call Assistants 07:15 Support Use Cases 08:23 Prompt Engineering 14:30 Convoso's AI Roadmap 22:10 AI in 3 Years

    25 min
  2. Episode #48: OttoQA w/ CEO, Tom Laird

    4 SEPT

    Episode #48: OttoQA w/ CEO, Tom Laird

    Tom Laird and Marc Bernstein discuss OttoQA's capabilities, LLM approach vs. keyword approach, and calibration & QA workflows.

    39 min
  3. Episode #47: Krisp w/ Co-Founder & CEO, Davit Baghdasaryan

    27 AUG

    Episode #47: Krisp w/ Co-Founder & CEO, Davit Baghdasaryan

    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.

    32 min
  4. The Collaborative Contact Center w/Blair Pleasant

    02/12/2022

    The Collaborative Contact Center w/Blair Pleasant

    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

    48 min
  5. Building a Community of Discourse on Discord w/Megan Merrick

    07/10/2022

    Building a Community of Discourse on Discord w/Megan Merrick

    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

    57 min
  6. Lessons from Virtualized Work and Leveling Up Agents w/Eric Sims

    09/09/2022

    Lessons from Virtualized Work and Leveling Up Agents w/Eric Sims

    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

    47 min
  7. Defining the Human Experience w/Juanita Coley

    29/07/2022

    Defining the Human Experience w/Juanita Coley

    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

    53 min

  8. 25/05/2022

    Personalizing Call Center Content w/Sheri Greenhaus

    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

    47 min
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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.

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