Reimagining The Contact Center - with Marc Bernstein

Kane and Marc go deep on the future of conversational AI and discuss how organizations can deploy technology to get ahead. Kane is the founder at VUX World, the voice and conversational AI design and strategy consultancy and podcast. He helps organizations save money, increase revenue and improve customer experience with bleeding edge conversational AI and NLU technologies across ALL conversationa...

Coaching agents is one of the most important roles of a contact center manager. Effective coaching helps agents improve their skills on calls, implement new policies, and prevent future mistakes. But is your coaching investment paying off? We surveyed 515 contact center managers from the U.S. to find out. Marc & Maria discuss our findings on this episode. --- Follow Marc on LinkedIn: https://w...

Marc has an honest conversation with a contact center agent about empathy on calls, coaching programs and how his employer’s culture has resulted in work happiness - for himself and his team. Our guest wanted to stay anonymous so he could speak openly without worrying about backlash. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai

John DiJulius is President at The DiJulius Group and expert on world-class customer experiences. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai

Jeanne and Marc discuss why customer journey maps are actually sales pipelines and should be replaced with goal maps. Jeanne tells the story of her dad, who retired with a three-block-long line of customers wishing him well. Jeanne Bliss is a global leader, keynote speaker and 4x bestselling author on experience leadership & customer-driven growth. She is also a cofounder of CXPA.org. --- Foll...

Adam comes on the show to help us understand how humans learn, why classroom instruction is only 15% of learning and the three foundations to a great coaching program. Adam Lupu is on a mission to make work wonderful as the CEO of Startwise . He has spent the last decades researching learning behaviors. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balt...

Jodi and Marc talk about Balto’s Customer Support team, what it’s like being in that role day-to-day, and how contact centers will change by 2030. Our very own Jodi Heen is Balto’s first Customer Support Advocate. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai

Rob walks Marc through the perfect insurance sales call: From introductions and discovery questions all the way to reducing cancellations after the call. Rob Liano is a highly-respected sales strategist, author and speaker. Rob is consistently sought out for his groundbreaking telesales innovation. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai

Marc and Shawn chat about what a great collections conversation looks like, creating a culture of perfect calls and the conversation as the atomic unit of business. Shawn M. Farris is the COO at Aargon Agency, Inc. Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai

Marc Bernstein discusses the insight backlog, managers already knowing what "good" looks like, letting agents choose, and how conversation analytics provide recommendations at an almost silly micro level. Marc Bernstein is the CEO of Balto.

Marc Bernstein and Roy Atkinson discuss how people respond the way you treat them in customer experience, using your dark data, maximizing the experience, and treating people like adults. Roy Atkinson is the CEO of Clifton Butterfield LLC.

Marc Bernstein and Diane Magers discuss the power of storytelling in customer experience, not overlooking the ideas that come from your customers and agents, and instead of good NPS scores, do they recommend us as a company? Diane Magers is the Founder and chief experience officer at Experience Catalysts.

Chip Bell is the Senior Partner and speaker at the Chip Bell Group and author of Axiom Business Book Award winner "Inside Your Customer's Imagination".

Marc Bernstein and Michael Lamm discuss the convergence of technology and humans, how contact center technology can kill an acquisition, and offshore/nearshore best practices.   Michael Lamm is the Co-Founder and Managing Partner at Corporate Advisory Solutions.

Marc Bernstein and Justin Robbins discuss breakthrough customer service, being a customer yourself, 4 core values, and the Peak-end rule. Justin Robbins is the Chief Evangelist at CX Effect. Follow @justinmrobbins on most social medias. Email:justin@cxeffect.com

Marc Bernstein and Shep Hyken discuss amazing customer experiences, dealing with customer problems and how to amaze a customer.   Shep Hyken is the Chief Amazement Officer at Shepard Presentations, and author of "I'll Be Back: How To Get Customers To Come Back Again And Again" You can check his website to see his work on creating an amazing customer experience.

Marc Bernstein and Mike Mixon and James Diel talk about revolutionizing SMS in the contact space, giving text bots personalities, and how RCS is transforming the SMS business world.    Mike Mixon is the Chief Revenue Officer of Textel and James Diel is the Founder and CEO of Textel.

Marc Bernstein and Annette Franz discuss why you need a service blueprint, the Amazon effect, customer experience vs. customer service, and how to visualize your customers' experience. Annette Franz is the CEO and Founder of CX Journey Inc. She is also the author of "Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)"

Marc Bernstein and Colin Taylor discuss the evolution of omni channel, being where your customers want to be, and a focus on educating customers.  Colin Taylor is the CEO of The Taylor Reach Group.

Marc Bernstein and Joey Coleman discuss acquisition Vs. retention, the harmony of a contact center, and human to human interaction in a contact center.  Joey Coleman is the author of "Never Lose A Customer Again" and Chief Experience Composer at Design Symphony.

Marc Bernstein and Stephen Yap discuss Improving career progressions in contact centers, the revolution of the Insurance industry, insight on customer surveys, and expanding the talent pool in 2021. Stephen Yap is the Research Director at the Call Centre Management Association, Insurtech Insights and Platform 195.

Rob Siefker and Marc Bernstein talk about the best way to start in the call center, why Zappos asks "What's your theme song?" in interviews, how customers are the best marketers, and Zappos' biggest contribution to the call center.  Rob Siefker is the Senior Director of Customer Loyalty at Zappos and has been part of the Zappos family for 17 years. 

Marc Bernstein , host of the podcast, reflects back on what he's learned from his guests and adds his own commentary on their predictions.

Christa Heibel and Marc Bernstein talked about what contact center managers are getting right in 2021, why leadership should take calls, who owns contact center transformation, and a smarter way to do post-call surveys. Christa Heibel is the Founder & CEO at CH Consulting Group, customer experience consultants for omni-channel contact centers. She also serves as the Vice Chair and Marketing Ch...

Nick Richmond, Chris Hove, and Marc Bernstein talk about why written communication skills are making a comeback, the importance of team outings for sales groups, and why new employees shouldn't start 100% remote.   Nick Richmond is the President of Matrix Bath Systems and has turned his passion for the remodeling industry into a multi-million dollar business with sales expected to soar over $...