Next in Queue

Next in Queue will introduce you to people in and around the Contact Center and CX industries who share their stories and expertise.

Digital CX Transformation featuring Mark Levy

Digital CX Transformation featuring Mark Levy

Mark Levy got into technology in the late 90’s – the early days of the internet. In the years that followed, he’s worked with some of the largest brands in the world on their Digital and CX strategies. It’s no surprise, then, that he’s an evangelist of improving the Digital Customer Experience (DCX). We touch on: • What Digital Transformation means • First Steps for Digital Transformation • How to measure the success of your digital transformation efforts • The role and future of Conversational AI • How Digital Transformation impacts the Contact Center • Pitfalls to avoid for successful transformation efforts Connect with him on LinkedIn - https://www.linkedin.com/in/marklevy/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Next in Queue   Season 2 Episode 2   Leading with Heart featuring Sandy Murphy of CXstomer

Next in Queue Season 2 Episode 2 Leading with Heart featuring Sandy Murphy of CXstomer

Sandy Murphy started her own offshore BPO in 2021 after years cutting her teeth in the industry. But she found her true purpose after Typhoon Rai (Odette) hit the Philippines in December of 2021 and impacted her team members. Her mission became to change the way customer engagement professionals are treated. We touch on: • How cloud-based systems have lowered the barrier to entry for starting a new BPO • How low overhead allows for higher agent pay • Hiring and promoting people who care • Leading with kindness • The impacts of leading through fear • The importance of having clients that align with your culture Connect with her on LinkedIn - https://www.linkedin.com/in/sandymurphy1/ CXstomer - https://cxstomer.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Next in Queue   Season 2 Episode 1   Contact Center Coaching for Effortless Experience with Amy Smit

Next in Queue Season 2 Episode 1 Contact Center Coaching for Effortless Experience with Amy Smit

Amy Smith, VP of Effortless Experience at Challenger, has been involved in best practices research and implementation her entire career and has been focused on Effortless Experience implementation since 2016. We touch on: • What is (and what isn’t) coaching in the Contact Center • The barriers preventing effective coaching and how to overcome them • Communication Styles • Building a Coaching Competency Framework • Identifying behaviors and skills to develop • Developing Bench Strength • The most impactful and easy thing you can start doing tomorrow to improve your coaching Connect with her on LinkedIn - https://www.linkedin.com/in/amy-smith-b393293/ or amy.smith@challengerinc.com Challenger - https://www.challengerinc.com/ The Challenger Sale - https://www.penguinrandomhouse.com/books/309666/the-challenger-sale-by-matthew-dixon/9781591844358 The Effortless Experience - https://www.penguinrandomhouse.com/books/312730/the-effortless-experience-by-matthew-dixon/9781591845812/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 51   Dave Derington

Podcast Ep 51 Dave Derington

Dave Derington’s started his career as an analytical chemist, but it was teaching people how to use computer systems used in the lab that really excited him. This led to a role known as Customer Support Scientist. He honed his customer experience skills hosting LAN party events in the early days of online gaming and eventually got hooked by video game design and how games “help us define the experience we want to have and iterate upon it.” He uses his deep understanding of gamification to design customer learning experiences that are compelling and effective as the Director of Customer Education at ServiceRocket. He also furthers the conversation with his podcast, CELab. We talk about how agile development and SaaS has changed how we need to look at customer education and how to keep it up to date. Connect with him on LinkedIn - https://www.linkedin.com/in/derington/ Customer Education Manifesto - http://customer.education/ Crossing the Chasm by Geoffrey Moore - https://www.amazon.com/gp/product/B00DB3D81G/ref=dbs_a_def_rwt_hsch_vapi_tkin_p1_i0 Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 50   Luke Jamieson

Podcast Ep 50 Luke Jamieson

Luke Jamieson got sick of the hours of being a pastry chef and ended up in the Contact Center world in Melbourne, Australia. He became an advocate employee engagement through gamification which led him to start his own consulting company. Today, as the Global Content Director at Centrical, he still advocates for great gamification in contact centers. He’s also a certified LEGO® Serious Play® facilitator who uses LEGO to help groups solve problems. Connect with him on LinkedIn - https://www.linkedin.com/in/luke-jamieson/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 49   Sean Ilenrey

Podcast Ep 49 Sean Ilenrey

Sean Ilenrey, VP of Support at Dutchie, got his start in fast food while dreaming of becoming a professional musician. While music didn’t pan out, his work ethic led to opportunities that eventually led him to the contact center world where he could finally “sit down” while he worked. He shares his journey into the world of workforce and operations, the differences between outsourced environments and captive (insourced) environments, why he said yes to getting into the software support side of the cannabis industry, why he began coaching working dads on financial success, and his potentially divisive opinions on the best and worst Star Wars movies. Connect with him on LinkedIn - https://www.linkedin.com/in/sean-ilenrey/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 48   Doug Kennedy

Podcast Ep 48 Doug Kennedy

After cutting his teeth at Marriott, his idea for a hotel training manual eventually turned into a decades-long career traveling the world and training hotel and lodging professionals. Doug Kennedy shares some of his experiences, beginning with his first job manning the register of his mother’s local craft supply store in Lexington, Kentucky. Connect with him on LinkedIn - https://www.linkedin.com/in/doug-kennedy-7619b51b/ Kennedy Training Network - https://kennedytrainingnetwork.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 47   Brett Jones

Podcast Ep 47 Brett Jones

When he’s not singing for The Lone Rangers, Brett Jones is leading Product at ItsaCheckmate. His path began in an outsourced contact center. But after being rendered homeless after the 2nd total loss from flooding inside a year, he decided to take a leap with a startup. We discuss the stresses of working in a tech startup, the pros and cons of working with family, and how product management is like writing a song. Connect with him on LinkedIn - https://www.linkedin.com/in/brett-jones-645a55126/ The Lone Rangers - https://www.thelonerangersstl.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 46   Matt Smallman

Podcast Ep 46 Matt Smallman

Contact Center Security is ever more important, but Matt Smallman says that the processes used by most contact centers are merely “Security Theatre.” During his time in the British Army, he was focused on Counter IED Search Operations. But when he left the military, he ended up in Financial Services and that’s when he began to see problems with security processes that technology could fix. He’s made it his mission to “get rid of ridiculous, pointless, frustrating, time-consuming, insecure security processes,” and his book explains exactly how to do that for your organization. Connect with him on LinkedIn - https://www.linkedin.com/in/mattsmallman/ Unlock Your Call Centre - https://www.symnexconsulting.com/unlock-your-call-centre/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 45   Bogdan Surdea Blaga

Podcast Ep 45 Bogdan Surdea Blaga

Bogdan Surdea-Blaga dispels the notion that there are vampires in Transylvania, shares his secret to career progression, and discusses how RebelDot acts as the “guardian” of new applications they support. Connect with him on LinkedIn https://www.linkedin.com/in/bogdansb/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 44   Marcos Tatijewski

Podcast Ep 44 Marcos Tatijewski

From the “microphone” at Club Med to building the first ISP in Paraguay to media relations for the Ferrari Panamerican 20.000 Expedition, Marcos Tatijewski has led an amazing life filled with generosity, risk, luck, and preparation. He shares his CX insights along with some incredible stories in this episode. Connect with him on LinkedIn https://www.linkedin.com/in/marcostati/ Ferrari Panamerican 20.000 Expedition https://youtu.be/xVYS3GTmI5w?list=FLKyceaxMmdG-n6sDvGjsrPA Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 43   Gemma Colby

Podcast Ep 43 Gemma Colby

Gemma Colby grew up in South Africa and began her career in customer service in the freight industry. She then moved a continent away to the UK, changed industries, but always kept the Customer Experience at heart. She is a founding member of Women in CX, the 2021 CX Leader of the Year winner (UK Customer Experience Awards), and the Head of Customer Experience at Yell. Connect with her on LinkedIn https://www.linkedin.com/in/gemma-colby-%F0%9F%8C%88-21175132/ Vintage Yellow Pages Christmas Ad - https://youtu.be/ywjfSVrCqnk Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 42   Randy Johns

Podcast Ep 42 Randy Johns

Randy Johns began his career on the phone as an agent during college, eventually leading teams of over 10,000 employees. We discussed: • The power of employee engagement to drive company success • How online customer support communities can drive Net Dollar Retention and NPS • Lessons he learned pioneering work at home in the 2010s Connect with him on LinkedIn https://www.linkedin.com/in/randyjohns/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 41   Daniel Akre

Podcast Ep 41 Daniel Akre

Daniel Akre was an Olympic-caliber swimmer who transitioned his competitive nature to the business world. He is now the VP of Global Business Development with LiveXchange Technologies. We discussed the evolution of the BPO industry, job hopping, and the gig CX economy. Connect with him on LinkedIn https://www.linkedin.com/in/danielakre/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 40   Adrian Swinscoe

Podcast Ep 40 Adrian Swinscoe

Adrian Swinscoe is a customer experience advisor, podcaster, author, speaker, workshop leader, and aspirant punk. We discussed his unlikely journey to CX and lessons from Punk CX. Connect with him on LinkedIn https://www.linkedin.com/in/adrianswinscoe/ Listen to the Punk CX podcast and read Adrian’s blog: https://www.adrianswinscoe.com/ Find his books, How to Wow, Punk CX, and Punk XL: https://www.amazon.com/Adrian-Swinscoe/e/B0080439D8?ref=sr_ntt_srch_lnk_2&qid=1655479388&sr=8-2 Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 39   Bunyamin Cankirli

Podcast Ep 39 Bunyamin Cankirli

Differences between living in Belgium, Florida, and Kansas, what he learned by watching The Fresh Prince of Bel-Air, and the similarities between parenthood and leading at work are just a few of the topics I tackled with Bunyamin Cankirli, Site Director at Concentrix. Connect with him on LinkedIn https://www.linkedin.com/in/bunyamincankirli/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 38   Dee Layman

Podcast Ep 38 Dee Layman

The value of receiving a “no”, turning weaknesses into strengths, and the power of a single glass of water – just a few of the topics I tackled with Dee Layman, Customer Success Manager at Square. Connect with her on LinkedIn https://www.linkedin.com/in/lynnette-layman-58a04a202/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 37   Brian Dunphy

Podcast Ep 37 Brian Dunphy

Supporting 60+ million users during the launch of Disney+, lessons learned in the outsourcing world, and meeting customers where they are – just a few of the topics I tackled with Brian Dunphy, VP of Customer Experience at Warby Parker. Connect with him on LinkedIn https://www.linkedin.com/in/brian-dunphy/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 36   Tony Won

Podcast Ep 36 Tony Won

From politics to Director of Player Support for 450+ million players of Fortnite at Epic Games, Tony Won shares his unique journey within the gaming industry, including his current role Senior Consultant at https://www.playersupport.com/ . Connect with him on LinkedIn https://www.linkedin.com/in/tonywon1980/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 35   Kate Kompelien

Podcast Ep 35 Kate Kompelien

How she made “hunter” orange-colored pastry dough, the differences between digital channels, and the role of CX professionals in an organization are just a few of the topics I discussed with Kate Kompelien, Executive Director Experience Strategy at TTEC Digital. Connect with her on LinkedIn https://www.linkedin.com/in/katekompelien/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 34   Stacey Pryce

Podcast Ep 34 Stacey Pryce

Dealing with anxiety on the phone, how a friend who interned for Wendy Williams led to a podcast with meaning, and the importance of “why” are just a few of the topics I discussed with Stacey Pryce, Founder of PryceUp Coaching. Connect with her on LinkedIn https://www.linkedin.com/in/pryceup/, Twitter @quality_theory and @PryceOnPurpose, and check out Pryce on Purpose https://podcasts.apple.com/us/podcast/pryce-on-purpose/id1035548140 Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 33   Chad Molen

Podcast Ep 33 Chad Molen

Lessons from working in an airplane plant, learning service experience lessons from studying other companies, and what character he is from Office Space are just a few of the topics I discussed with Chad Molen, Service Delivery Manager of NIMBL. Connect with him on LinkedIn https://www.linkedin.com/in/chadmolen/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 32   Marion Balandra

Podcast Ep 32 Marion Balandra

The challenges of being a woman and a mother in the business world, how 2020 changed her “why” and led to the founding of Meridian Remote Teams, and what “balance” means to her are just a few of the topics I discussed with Marion Balandra, CEO of Star Mars Tech and Meridian Remote Teams. Connect with her on LinkedIn https://www.linkedin.com/in/%F0%9F%92%97marion-b-75558555/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 31   Travis Curnutte

Podcast Ep 31 Travis Curnutte

Entrepreneurship, geek culture, and gruesome hockey injuries are just a few of the topics I discussed with Travis Curnutte, Principal at Volli Communications. Connect with him on LinkedIn https://www.linkedin.com/in/traviscurnutte/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 30   Anne Brunson

Podcast Ep 30 Anne Brunson

The differences between in person customer care versus over the phone, the secrets of the greeting card industry, and the IVR trick you should know are just a few of the topics I discussed with Anne Brunson, the Vice President/General Manager of Self-Funded Solutions at Maestro Health. Connect with her on LinkedIn https://www.linkedin.com/in/annebrunson/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 29   Jeff Songster

Podcast Ep 29 Jeff Songster

Thanksgiving contact center emergencies, Disney Safari tours, and building your own team are just a few of the topics I discussed with Jeff Songster, the Head of Care for Diggs Pet. Connect with him on LinkedIn https://www.linkedin.com/in/jeffsongster/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 28   Ryan Warriner

Podcast Ep 28 Ryan Warriner

“Australia hot”, how planning impacts training, and how breakfast with friends in Silicon Valley led to a business in communication strategy are just a few of the topics I discussed with Ryan J. Warriner. Connect with him on LinkedIn https://www.linkedin.com/in/ryanwarriner/and check out his Book, The Effective Presenter: The Winning Formula for Business Presentations on Amazon and his website: https://www.professionalpresentationservices.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 27   David Powers

Podcast Ep 27 David Powers

Punk Rock, tabletop gaming, and how his experience in gaming culture made the transition to work from home easy are just a few of the topics I discussed with David Powers, the Contact Center Manager for Rooter Hero Plumbing. Connect with him on LinkedIn https://www.linkedin.com/in/davidjpowers2/ and check out his Caffeinated CX podcast https://anchor.fm/caffeinatedcx/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 26   Shanna Hayes

Podcast Ep 26 Shanna Hayes

The implications of a viral story about an unclaimed $50 syllabus prize and the emergence of CX in higher education are just a couple of the topics I discussed with Shanna Hayes, the Director of Customer (Learner) Experience & Retention at Southern New Hampshire University. Connect with her on LinkedIn https://www.linkedin.com/in/shanna-hayes/. Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 25   Mark Brody

Podcast Ep 25 Mark Brody

How personal interests can spark new relationships, why technology still has not fulfilled the prophecy of the end of Contact Center agents, and the hidden value of local/regional professional associations are just a few of the topics I discussed with Mark Brody, the CEO of Brohawk Solutions and President of the Austin Contact Center Alliance. Connect with him on LinkedIn https://www.linkedin.com/in/mark-brody-410b003/ and check out Brohawk Solutions at https://brohawksolutions.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 24   Carol Marshall

Podcast Ep 24 Carol Marshall

How auto dealership CX has evolved with the internet, the surprising demographic that is driving online sales, her favorite ride, and the crazy car market that is 2022 - just a few of the topics I discussed with Carol Marshall, the COO at ActivEngage. Connect with her on LinkedIn https://www.linkedin.com/in/carolmarshall/ and check out ActivEngage at https://www.activengage.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 23   Fred Stacey

Podcast Ep 23 Fred Stacey

How a manufacturing accident led to a contact center career, how running a contact center is as valuable as an MBA, and the shockingly slow telephony cloud adoption rates in 2022 are just a few of the topics I discussed with Fred Stacey. Connect with him on LinkedIn https://www.linkedin.com/in/fredstaceyaincx/ or check out his services at https://aincx.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 22   Rick Strub

Podcast Ep 22 Rick Strub

How a kid from the Midwest who wanted to be a diplomat ended up in the contact center business, the evolution of the contact center image in Latin America, and what makes Bogotá unique are just a few of the topics I discussed with Rick Strub. Connect with him on LinkedIn https://www.linkedin.com/in/rick-strub-0030b813/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 21   Mark Pereira

Podcast Ep 21 Mark Pereira

How a desire to help led to training, how early failures led to professional development, and how he began writing for industry publications are just a few of the topics I discussed with Mark Pereira. Connect with him on LinkedIn https://www.linkedin.com/in/marknick/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 20   Donna Drehmann

Podcast Ep 20 Donna Drehmann

Dealing with explosive growth, installing the Net Promoter System℠, and writing a children’s book are just a few of the topics I discussed with Donna Drehmann. Connect with her on LinkedIn https://www.linkedin.com/in/donnadrehmann/ Check out her book Things Lady Likes on Amazon Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 19   Nathan Baldwin

Podcast Ep 19 Nathan Baldwin

Mizzou/KU rivalry, being a “Party Attendant”, and the future of CX are just a few of the topics I discussed with Nathan Baldwin. Connect with him on LinkedIn https://www.linkedin.com/in/nathancbaldwin/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 18   Margarita Palacios

Podcast Ep 18 Margarita Palacios

911 calls, Star Wars, and a (future) contact center movie directed by Robert Rodriguez – Maggie Palacios and I had a lot of fun during this episode! Connect with her on LinkedIn https://www.linkedin.com/in/margarita-palacios-egemo-283aba158/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 17   Michael McMillan

Podcast Ep 17 Michael McMillan

Making sales calls as a kindergartener, losing over 200 pounds, and learning a new definition of cold are just a few of the topics Michael McMillan shared with me during this episode! Connect with him on LinkedIn https://www.linkedin.com/in/michaelcmcmillan/ or learn more about his current companies at https://www.proximocx.com/ and https://bizsprints.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 0   Intro

Podcast Ep 0 Intro

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

Podcast Ep 16   Nestor Castillo

Podcast Ep 16 Nestor Castillo

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

Podcast Ep 15   Kenneth and Louise Kuaea

Podcast Ep 15 Kenneth and Louise Kuaea

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

Podcast Ep 14   Tom Silzell and Abby McBride

Podcast Ep 14 Tom Silzell and Abby McBride

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/ Music courtesy of Big Red Horse - bigredhorseband.com

Podcast Ep 13   Jeremy Watkin

Podcast Ep 13 Jeremy Watkin

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

Podcast Ep 12   Murphy Fraser

Podcast Ep 12 Murphy Fraser

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

Podcast Ep 11   Jose Moreno

Podcast Ep 11 Jose Moreno

"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

Podcast Ep 10   Danelle Rice

Podcast Ep 10 Danelle Rice

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

Podcast Ep 9   Jimmy Hosang

Podcast Ep 9 Jimmy Hosang

Check out my conversation with Jimmy Hosang, the CEO of The Modular Analytics Company (TMAC), where we talk about his journey from being a failed actor to running an analytics company and everything in between. 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

Podcast Ep 8  Milan Batinich

Podcast Ep 8 Milan Batinich

Check out my conversation with Milan Batinich II, the Director of Business Development for A.W. Companies, Inc., where we talk about why he's called "The Weatherman", how he got into sales and contact centers, The Platinum Rule, Public Speaking, and so much more! Connect with him at https://www.linkedin.com/in/milan-batinich/ Music courtesy of Big Red Horse - bigredhorseband.com

Podcast Ep 7   Emily Thomas

Podcast Ep 7 Emily Thomas

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

Podcast Ep 6   Louis Wilkerson

Podcast Ep 6 Louis Wilkerson

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

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