46 episodes
Reimagining The Contact Center - with Marc Bernstein Marc Bernstein
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- Business
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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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.
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Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/
Learn more about Balto: balto.ai
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Send in a voice message: https://anchor.fm/marcbernstein/message
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Send in a voice message: https://podcasters.spotify.com/pod/show/marcbernstein/message -
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.
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Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/
Learn more about Balto: balto.ai
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Send in a voice message: https://anchor.fm/marcbernstein/message
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Send in a voice message: https://podcasters.spotify.com/pod/show/marcbernstein/message -
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.
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Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/
Learn more about Balto: balto.ai
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Send in a voice message: https://anchor.fm/marcbernstein/message
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Send in a voice message: https://podcasters.spotify.com/pod/show/marcbernstein/message -
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.
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Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/
Learn more about Balto: balto.ai
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Send in a voice message: https://anchor.fm/marcbernstein/message
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Send in a voice message: https://podcasters.spotify.com/pod/show/marcbernstein/message -
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.
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Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/
Learn more about Balto: balto.ai
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Send in a voice message: https://anchor.fm/marcbernstein/message
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Send in a voice message: https://podcasters.spotify.com/pod/show/marcbernstein/message -
Empowering Agents and Securing the Call Center w/Matt Smallman
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?
6:37 - The threat environment and security model of the contact center space
18:40 - "Pointless" processes and best practices in the modern contact center
25:08 - Modern evolution of the customer experience
31:43 - Contact center transformation in 2015 vs now
38:08 - The importance of empowering call center agents
46:36 - What will the contact center security landscape look like in 2030?
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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Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/
Learn more about Balto: balto.ai
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Send in a voice message: https://anchor.fm/marcbernstein/message
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Send in a voice message: https://podcasters.spotify.com/pod/show/marcbernstein/message
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