Contact Center Insights

Learn from our experts and have fun!

Rebecca Gibson – Your Frontline Employees Know Your Customer Better Than Anyone Else

In this episode, Rebecca Gibson and I talk about the various ways organizations are training the frontline contact center agents during this time of working remotely and beyond. She makes a great point that these employees have the strongest pulse on how your customers feel about the company and your brand. Bring them to the table when discussing strategy, products and systems, they will give you amazing insights.

Thomas Cardella, TLC Associates

Thomas was a fantastic guest and reminding us that being kind to your employees is not only the right thing to do but it’s the profitable thing to do as well. Tom’s insights will demonstrate that when you are committed to supporting your employees the return with commitment, dedication and loyalty.

Coming Soon

Kathleen Peterson – Powerhouse Consulting – Teach Vendors How to Listen!

In this episode, I had a great time speaking with kathleen Peterson, of Powerhouse Consulting. We’ve all had to sit through some type of vendor demo in the past some more painful than others. Kathleen has a lot of first-hand experience helping her clients select tehcnology solutions and has some great advice for how to create a better expereince.

How to Move From On-Prem to the Cloud

In this episode, I have the pleasure of speaking to Steve Bederman, CEO of NobelBiz. Nobelbiz is a full-service Telco and call center, omnichannel provider. Steve has been in the contact center space for many years and his wisdom will come through loud in clear in this episode.

Getting the Most From Your Team Is Good for The Bottom Line

In this episode, I speak with Jeffrey Stiles Culture Architects, LLC who formerly worked for State Farm Insurance. He shares with us his wisdom and insights as to how to get the most out of your employees even in these trying times.

Josh Streets – Holistic View

In this episode, I speak with Josh Streets who has over two decades of experience working with Fotune 500 contact centers. He emphazies the importance of ensuring top leadership is involved in making any changes in the contact center and to ensure all aspects of the impact these changes are taken under consideration. Be sure to keep an eye out for his book he will be publishing in 2020 or visit his website at

Moving to the Cloud? What you Should Know

Michael Conti and I discuss what contact centers need to know when moving their operations to the cloud. The change is invevitable as you will hear from our discussion. Michael’s expertise gives some great insight into what pitfalls to avoid and how to create a solid plan for migration.

My interview with the Benchmark Portal Show – Agent Performance & Quality Training

Bruce Belfiore, and I had a great time talking about the importance of consistent, realistic and engaging training for the contact center. With over 28 years of experience building and delivering training, we can now leverage the same voice technologies used in the production tools right into the training technology.

Brian Flagg Maturity Models

In this episode, I speak with Brian Flagg who really brings to light the value of using Maturity Models in your contact center. His book Contact Center Excellence: Standing Out Fromt The Crowd, should be a handbook for any contact center executive.

Setting Up Your Work From Home Team

In this episode, I speak with Michele Rowan, of Customer Contact Strategies. It makes perfect sense for your contact center to hire work from home reps. Michele speaks about the benefits — of which are many!

Benefits of Using Visualization and Gaming in Your Contact Center

In this episode we speak to John J. Ruby CEO of GCOM. Johan and discuss how using visualization tools like VisualCue can bring a quick ROI to the contact center and provide agents with immediate vs. delayed feedback on how they are handling their calls in real-time.

Jeff Toister – How to Use Customer and Agent Feedback to Build Best Practices

You may have heard Jeff speak at a contact center event but now I get to have a more intimate conversation with Jeff to discuss he way to leverage your customer and agent feedback to continuously improve your service and systems.

How to Hire and Retain Your Top Executives

In this episode, I speak with Pat Calvert of Career Search Associates on how to recruit and retain your top talent in this tough labor market.

What Technology Trends Should Contact Centers Follow or Not Follow

In this episode, I speak with Scott Sacks of SJS LLC. Scott has years of experience working with contact centers and explains that many times, the leadership in a contact center isn’t fully understanding the reasons why they should or should not adopt a new technology.

Sue Duris, Director of Marketing and Customer Experience M4 Communications

In this episode, I speak with Sue Duris Director of Marketing and Customer Experience at M4 Communications. She has years of experience working with clients to help them develop their customer journeys and to truly understand how to best serve and keep customers.

Turning Your Support Center into a Profit Center

Linda Ruffenach is the Executive Vice President of Customer Care at GlowTouch

Glow Touch is a leading provider of contact center, business process, and technology outsourcing services. GlowTouch helps companies find the right channels, locations, people, processes, and technologies, so organizations can transform customer satisfaction into customer loyalty. Linda has extensive experience working at all levels within the contact center.

Have you thought of transforming your contact center into a profit center? If not then you may change your mind after listening to Linda’s insights as to how this can be a very strategic and profitable move.

Your CX Personalities – Minding the Gap

In this episode, Nate Brown speaks to us about how to assess the mix of personalities and skills on your CX team and how organizations like T-Mobile took a hard look to identify the gaps in order to make a well-rounded team with the right skills for your customers. Nate brings up a great article written by Matthew Dixon published in the HBR Magazine “Reinventing Customer Service” during our conversation.

It’s certainly something to consider especially if you are building Omni-channel teams.

Shai Berger, CEO Fonolo

Speaking with Shai Berger, CEO of Fonolo, we discuss the importance of understanding the styles and differences of conversations call centers have with various channels. Interactions via messaging are very different than conversations via email or Facebook Messenger.

Mark Brody, Brohawk Solutions

Mark Brody of Brohawk Solutions speaks to about how companies should flip the hiring process upside down. Mark has over 25 years of experience working in contact centers and provides some great examples of how companies can align their core values and customer experiences to who they hire.

Michael Pace Founder of The Pace of Service

Michael Pace Founder of The Pace of Service and the Northeast Contact Center Forum, speaks to us about the five primary steps organizations should take in order to add support and customer contact to your social media channels. One take-away you won’t want to forget is the key element in interacting with customers in these channels is acknowledgment.

The Challenge of Scheduling and Workforce Management

Every call center faces the challenge of scheduling and forecasting their workforce. Randy Rubingh is a seasoned call center executive who has first-hand experience working in the trenches. Join our conversation learn tips and strategies that will ease this burden in your call center.

Elevating customer service programs in the multi-channel contact center world

In this episode, I interview Dan Coen, from Call Center Today regarding how to maintain great customer service in a multi-channel world. I almost forgot that texting (SMS) is also a channel being used by companies. Dan’s sage advice is to not try to force a best practice on each client, rather, understand the types of transactions they are conducting and determine which strategy works best.

How to Manage the Challenges of a BPO Relationship

In this episode of Contact Center Insights, Nancy speaks to Christa Heibel of CHCG Consulting. Christa has been working with the C-Suite of contact centers for over two decades and has worked both sides of the table when it comes to working with BPOs. Listen to Christas’s great advice on the importance of communication and “putting it in writing” to ensure you have a smooth sailing relationship.

Tips on Building a Solid Customer Service and Inside Sales Team

I had a blast interviewing Judy, she is truly one of a kind and has a great theory on how to train your contact center employees. In this episode, Judy explains her LAMA approach to talking to anyone on the phone, it’s all about making that person feel good and treating them with respect.

Analytics and Training

Can you predict which agents will perform better than others? In this episode we will discuss how to leverage technology for Predictable Performance.

Speech Analytics

In this episode, I interview Chris Lawson and speak about speech analytics and the in-depth thought you should invest in before implementing this technology.