Reimagining The Contact Center - with Marc Bernstein

Randy Clapp and Marc Bernstein talk about the future of voice in the contact center, how to help agents retain training, how to scale your top performing agents to the rest of your team, and the time lag problem with agent coaching.  Randy Clapp is Chief Revenue Officer at Advantage Communications, a BPO that consistently achieves Net Promoter Scores of greater than 45 points and 85% first co...

Bill Murphy is the Managing Partner at Cresting Wave, bringing Innovative technologies to the enterprise technology community. Bill is also a board member at Accurics and a Senior Advisor to McKinsey.

Michael McMillan and Marc Bernstein talk about how Michael grew up in the call center and went from sleeping on cots on the center floor to becoming an experienced customer experience and sales executive who is known for his expertise in defining Customer Journey strategies and business development initiatives to optimize sales and create new opportunities. Michael McMillan is the Owner of BizSpri...

Jim Rembach and Marc Bernstein talk about what it really means to be a leader. Jim Rembach is an entrepreneur and expert in B2B digital marketing and online learning. As the president of Influence to Action, he operates several entities, including Call Center Coach Virtual Leadership Academy , B2B Digital Marketer , CX Global Media , and the Contact Center Virtual Summit . He’s the host of the Fas...

Eduardo Nofuentes and Marc Bernstein talk about how Eduardo transformed his contact center to achieve these results and what steps you can take to introduce agile to your contact center. Eduardo Nofuentes is the Founder & Director of The Agile Contact Centre and Director at Neu 21 . Both are consultancies that transform organizations so their employees can produce their best, most innovative w...

Tim Guleri and Marc Bernstein talk about the industry shifts in the contact center space, the growth & potential of the Contact Center as a Software (aka CCaaS) market, and the importance of building a resilient operation. Tim Guleri , the Managing Director at Sierra Ventures , is a venture capital firm focused on emerging technologies with over $2 billion in assets. Tim has personal experienc...

Mario Baddour and Marc Bernstein talk about how to help employees rise economically and gain new skills at large scales, how to treat employees well Mario Baddour, Global Chief Operating Officer at Startek, has extensive knowledge in operational centers in both diverse industries and global geographies. He is an expert in contact center outsource management supporting industries across Finance/Ban...

Ariel Gorelik and Marc Bernstein talk about how call centers all over the world are benefiting from globalization, how to lead organizations in a rapidly changing environment, and the greatest advantages, but also most difficult drawbacks of working from home. Ariel Gorelik is the Chief Information Officer and Chief Operations Officer at AmTrust Financial Services, Inc., a Fortune 500 insurance co...

Mike Gibb is the founder of Accountsrecovery.net , THE place for debt collections and accounts receivables news. Listen to hear Mike's thoughts on how the Consumer Financial Protection Bureau's debt collection rule will change the industry and the results of his survey on this subject. 

Cliff Holekamp and Marc talk about which businesses are more or less attractive during the Covid-19 pandemic, what start-ups should prepare when talking with VCs, who you need on your team, and many more conversations around start ups.   Cliff Holekamp is the Cofounder of Cultivation Capital , a St. Louis based venture capital firm. His board service in the Cultivation portfolio currently inc...

Philip Bennett , Customer Service Operations Manager at Empire Today , shares how he thinks working from home can work for contact centers.

There's a debate in the business world of whether companies should be product or sales led. Find out Marc's stance in this bonus episode.