Reimagining The Contact Center - with Marc Bernstein

Steve and Marc discuss the value of people, whether employees or customers, and how important it is to define your core promise to them…and then follow through with it. Please find episode timestamps below. Steve Bederman is a transformative leader, strategic planning expert, highly regarded contact center industry innovator, and the President and CEO of NobelBiz, a leading contact center technology company. His expertise in corporate restructuring and strategic growth brought him the reputation of a renaissance business leader. 1:05 - Stories of the contact center podcast 2:38 - How do you identify when someone has earned a new opportunity  4:34 - Hiring people instead of resumes 13:42 - The self-reinforcing nature of your company's culture 17:33 - The importance of customer success  24:40 - How do you come up with your promise? 35:48 - What will NobelBiz be like in 10 years? --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message --- Send in a voice message: https://anchor.fm/marcbernstein/message

Jordan and Marc talk about the challenges of maintaining company culture as organizations scale and what makes for successful sales calls in the modern era. Please find conversation timestamps below. Jordan Draper is the director of operations at Dagley Insurance, an auto, home, and business insurance agency with locations across Texas and Colorado. From humble beginnings on the phone making sales calls, Draper’s sales and management experience, and a commitment to personal service, have helped transform Dagley from a small company with a handful of agents to a flourishing organization with over 50 sales seats. 0:29 - Super Bowl talk 3:00 - Small vs large agencies 10:21 - How to build and maintain culture as you scale 12:49 - Other challenges in scaling 15:10 - Installing a value system 16:18 - Sales and service methodologies 28:00 - Handling objections when making sales 33:35 - Setting expectations and building positive rapport with customers 41:04 - Practices in productivity 45:20 - What will sales look like in 2030? --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message --- Send in a voice message: https://anchor.fm/marcbernstein/message

Kane and Marc go deep on the future of conversational AI and discuss how organizations can deploy technology to get ahead. Kane is the founder at VUX World, the voice and conversational AI design and strategy consultancy and podcast. He helps organizations save money, increase revenue and improve customer experience with bleeding edge conversational AI and NLU technologies across ALL conversational channels. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message

Coaching agents is one of the most important roles of a contact center manager. Effective coaching helps agents improve their skills on calls, implement new policies, and prevent future mistakes. But is your coaching investment paying off? We surveyed 515 contact center managers from the U.S. to find out. Marc & Maria discuss our findings on this episode. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message

Marc has an honest conversation with a contact center agent about empathy on calls, coaching programs and how his employer’s culture has resulted in work happiness - for himself and his team. Our guest wanted to stay anonymous so he could speak openly without worrying about backlash. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message

John DiJulius is President at The DiJulius Group and expert on world-class customer experiences. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message

Jeanne and Marc discuss why customer journey maps are actually sales pipelines and should be replaced with goal maps. Jeanne tells the story of her dad, who retired with a three-block-long line of customers wishing him well. Jeanne Bliss is a global leader, keynote speaker and 4x bestselling author on experience leadership & customer-driven growth. She is also a cofounder of CXPA.org. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message

Adam comes on the show to help us understand how humans learn, why classroom instruction is only 15% of learning and the three foundations to a great coaching program. Adam Lupu is on a mission to make work wonderful as the CEO of Startwise. He has spent the last decades researching learning behaviors. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message

Jodi and Marc talk about Balto’s Customer Support team, what it’s like being in that role day-to-day, and how contact centers will change by 2030. Our very own Jodi Heen is Balto’s first Customer Support Advocate. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message

Rob walks Marc through the perfect insurance sales call: From introductions and discovery questions all the way to reducing cancellations after the call. Rob Liano is a highly-respected sales strategist, author and speaker. Rob is consistently sought out for his groundbreaking telesales innovation. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message