Contact Center Cactus Chat

Eric sits down with Filipino-born basketball superstar Kai Sotto to go over how he overcomes failure and achieves dreams as a young athlete/entrepreneur.

Eric sits down with lawyer turned chocolate savant Mark Svejda for a sweet perspective on finding what customers want.

Eric and Jake get right into where they left off, offering solutions in dealing with difficulties with passengers and dispatching, plus finding balance in making the right calls.

Eric and Jake get into the nitty-gritty on the importance of outsourcing a customer call team for your transportation business.

Eric and Jake continue from where they left off with more advice to help start-up outsourcing companies find their success in a growing industry.

Eric and Jake get into the nitty-gritty of onshore, nearshore, and offshore outsourcing, working with freelancers, and more.

In this episode Eric and Jake talk more about working from home and what its future looks like. How both the Contact Center outsourcers and the agents are able to adapt and innovate in this kind of work system.

Eric and Jake sit down to talk about how having their agents work from home has benefitted their company, and what this setup could look like in the future.  

Jake and Eric give us an in-depth look into what goes on behind the scenes at outsourcing companies like Pac Biz, addressing business challenges in hiring, training, staffing and more. www.pac-biz.com

Jake and Eric share stories of some of the challenges their clients face around customer experience and what Pac Biz has done to solve it. We talk about how we help cover shifts on demand and what impact it has for a company and their customers when they are missing customer calls.

Eric and Jake wrap up the story of how Pac Biz started to grow. We talk about how Jake has been a part of that from call center agent to Operations and Account Manager and together lead a team of around 200 outsourced customer service staff. 

For the first episode Eric and Jake talk about the Pac Biz story and how the company came to be. Listen to how Eric started from one small business to another to get to what Pac Biz is now