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All our episodes aboutContact Center

Frontline, high-velocity operations. Jim's domain expertise and guests who have run that environment.

Remote Contact Center Engagement: Beating the Industry by 11 Points and Crawling with AI

Remote Contact Center Engagement: Beating the Industry by 11 Points and Crawling with AI

Jason Mercer-Pottinger explains how remote contact centers use frontline autonomy and a measured AI approach to protect empathy and patient care.

3 Seismic Challenges Facing Contact Centers

3 Seismic Challenges Facing Contact Centers

But when flexible work became normalized, with only 11% of agents desiring full-time on-site roles, the legacy operating system began to fracture.

I almost left the contact center | Matt Beckwith

I almost left the contact center | Matt Beckwith

Matt has spent the years since then leading customer service and sales contact centers in various industries from banking to health care to pest control.

I was beat physically and mentally | Al Hopper

I was beat physically and mentally | Al Hopper

Al then join Citibank contact centers inbound baking team where he piloted several initiatives before moving to help start a fraud protection unit.

We were dysfunctional | Gerry Barber

We were dysfunctional | Gerry Barber

Each individual who becomes part of that book club will take a chapter, and the books are great book on leadership, on business or on contact centers.

You got to trust in this | Dee Kohler

You got to trust in this | Dee Kohler

Power & Associates award-winning operations professional with experience applying contact center best practice principles across multiple industries.