Next in Queue

Find out what Next in Queue is all about! Music courtesy of Big Red Horse - bigredhorseband.com

Whether shocking his daughter with a newly shaved head or relocating all over the world, my conversation with Nestor Castillo is a lesson in navigating change.  Connect with Nestor at   linkedin.com/in/nestor-castillo-b283657b Music courtesy of Big Red Horse - bigredhorseband.com

Rain on tin roofs, crowing roosters, barking dogs… just some of the challenges Kenneth and Louise Kuaea experienced while working to help transform the economy of American Samoa and give back to their community when they started a contact center where none had existed before. Learn more about what they do at https://klaodsolutions.com/ Music courtesy of Big Red Horse - bigredhorseband.com

I travel back in time to 1990 with Tom Silzell to talk about “Five cent Sundays” at MCI, mullets, and the evolution of telecommunications and the internet. It turns out your long hair doesn’t come back in this type of time travel. We take Abby McBride along for the ride and she throws in a few Millennial curveballs in this episode. Learn more about what they do at https://cxsolutionsource.com/ Mus...

Using Twitter for something other than doom scrolling, finding your CX tribe, balancing quality with quantity, and #CXQOTD are just a few of the topics I discuss with Jeremy in this episode. Learn more about his current organization at https://www.numberbarn.com/ and check out CXAccelerator at https://www.cxaccelerator.com/ Music courtesy of Big Red Horse - bigredhorseband.com

Lessons from hospitality, the growth opportunities startups offer, and what exactly CX means - just a few of the topics I tackled with Murphy Fraser, Consultant at Avtex Solutions.  Learn more about her current organization at https://avtex.com/ and check out CXAccelerator at https://www.cxaccelerator.com/ Music courtesy of Big Red Horse - bigredhorseband.com

"Better Practices," mergers, and misconceptions about Honduras - just a few of the topics I tackled with Jose Moreno, the Executive Director at Connect Worldwide BPO.  Learn more about his current organization at connectxperience.com Music courtesy of Big Red Horse - bigredhorseband.com

Philly fans, Bull Riding Chutes, and Customer Service Excellence in a Bank - just a few of the topics I tackled with Danelle Rice, the Customer Service Manager of Northpointe Bank.  Connect with her at https://www.linkedin.com/in/danelle-r-rice/    Music courtesy of Big Red Horse - bigredhorseband.com

From being a failed actor to running an analytics company and everything in between, this is my conversation with Jimmy Hosang, the CEO of The Modular Analytics Company (TMAC).  His story is one of grit and perseverance and he doesn't hold back!  You can learn more about TMAC at https://tmac.ai/   Music courtesy of Big Red Horse - bigredhorseband.com

Why is he called "The Weatherman", how did he got into sales and contact centers, The Platinum Rule, Public Speaking, and so much more is on the agenda for my conversation with Milan Batinich II, the Director of Business Development for A.W. Companies, Inc. Connect with him at https://www.linkedin.com/in/milan-batinich/    Music courtesy of Big Red Horse - bigredhorseband.com

Check out my conversation with Emily Thomas, the Customer Success Manager for American Forest Foundation, where we talk about leadership, finding work that brings you to life, the excitement of learning, and some of the difference between large and small organizations.     Music courtesy of Big Red Horse - bigredhorseband.com

Check out my conversation with Louis Wilkerson, the BPO Vendor Manager for Cinch Home Services, where we talk about leadership, sales, incentives, ethics, and his path toward achieving his personal goals.   As always, music courtesy of Big Red Horse - bigredhorseband.com

Listen in on my conversation with Shanté Smith-Daniels, a CX and Contact Center expert, Certified Personal Trainer, and community leader who believes in using her passions to give back.  Check her out on LinkedIn and learn more about The Fit and Food Connection at http://www.fitandfoodconnection.org  Music courtesy of Big Red Horse - bigredhorseband.com

With the superpower of creating amazing customer experiences and teams through proven best practices and creative solutions in every industry he finds himself in, you won't want to miss my conversation with CX expert, Jason Scott Livingston.  Check him out on LinkedIn and at startwithcare.com   Music courtesy of Big Red Horse - bigredhorseband.com

Master Virtual Classroom Trainer and the Original Virtual Training Hero, Kassy LaBorie is a on a mission to rid the world of boring slide reading lectures and passive live online participants! She’s the principal at Kassy LaBorie Consulting, training trainers to be virtual trainers around the globe each day! Catch her sharing tips on how to be a Virtual Training Hero on LinkedIn and at her website...

Startups, Coaching, and the gig model for Contact Centers are just some of the topics I discussed with entrepreneur and co-founder of ShyftOff, Trevor Clark, who was previously a corporate executive responsible for Contact Center Operations, Finance, and Analytics. Music courtesy of Big Red Horse - bigredhorseband.com

Listen in on my conversation with Nancy Friedman (NancyFriedman.com and ServiceSkills.com), AKA The Telephone Doctor.  Nancy is an expert on customer service, communication skills, and sales. Music courtesy of Big Red Horse - bigredhorseband.com