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.

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

Podcast Ep 5   Shante Smith Daniels

Podcast Ep 5 Shante Smith Daniels

Listen in on my conversation with Shanté Smith-Daniels, a CX and Contact Center expert, Certified Personal Trainer, and community leader who believes in using her passions to give back. Check her out on LinkedIn and learn more about The Fit and Food Connection at http://www.fitandfoodconnection.org Music courtesy of Big Red Horse - bigredhorseband.com

Podcast Ep 4   Jason Scott Livingston

Podcast Ep 4 Jason Scott Livingston

Listen in on my conversation with CX expert, Jason Scott Livingston, whose superpower is creating amazing customer experiences and teams through proven best practices and creative solutions in every industry he finds himself in. Check him out on LinkedIn and at startwithcare.com Music courtesy of Big Red Horse - bigredhorseband.com

Podcast Ep 3   Kassy LaBorie

Podcast Ep 3 Kassy LaBorie

Check out my conversation with Kassy LaBorie who is a Master Virtual Classroom Trainer and the Original Virtual Training Hero, on a mission to rid the world of boring slide reading lectures and passive live online participants! She’s the principal at Kassy LaBorie Consulting, training trainers to be virtual trainers around the globe each day! Catch her sharing tips on how to be a Virtual Training Hero on LinkedIn and at her website: KassyConsulting.com. Music courtesy of Big Red Horse - bigredhorseband.com

Podcast Episode 2   Trevor Clark

Podcast Episode 2 Trevor Clark

Listen in on my conversation with Trevor Clark, entrepreneur and co-founder of ShyftOff. Trevor was previously a corporate executive responsible for Contact Center Operations, Finance, and Analytics. Music courtesy of Big Red Horse - bigredhorseband.com

Podcast Episode 1   Nancy Friedman

Podcast Episode 1 Nancy Friedman

Listen in on my conversation with Nancy Friedman (NancyFriedman.com and ServiceSkills.com), AKA The Telephone Doctor. Nancy is an expert on customer service, communication skills, and sales. Music courtesy of Big Red Horse - bigredhorseband.com

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