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What's Next for Contact Centers? Leadership, CX, and AI Insights with Colleen Beers
In this episode of First Contact: Stories of the Call Center, Christian Montes sits down with Colleen Beers, a seasoned CX leader with over 20 years of experience in the contact center industry. From leadership strategies and cultural transformation to the game-changing role of AI, Colleen shares invaluable insights on creating meaningful customer and employee experiences.
Discover how to implement AI without losing the human touch, build a thriving company culture, and empower teams to drive operational excellence. Whether you're a CX professional or a contact center leader, this episode is packed with actionable takeaways to help you stay ahead in a rapidly evolving industry.
👉 Don't miss this deep dive into leadership, innovation, and the future of customer experience!
Переглядів: 17

Відео

Building a Culture of Feedback: Leadership Lessons for Success
Переглядів 1014 днів тому
In this segment, Colleen highlights the crucial role of feedback in leadership and organizational growth. She advocates for creating a safe environment where employees feel empowered to voice their opinions and share constructive feedback. By fostering a culture of openness, leaders can build trust, enhance decision-making, and drive continuous improvement within their teams. Watch the full epi...
Empowering Employees with AI: Shifting from Transactions to Meaningful Work
Переглядів 514 днів тому
In this section, Colleen explores how AI can transform the nature of work in contact centers. By automating mundane tasks, employees can focus on solving more complex and meaningful problems, which not only enhances their sense of purpose but also improves customer outcomes. She shares insights on how companies can leverage AI to boost employee engagement and job satisfaction while maintaining ...
Avoid AI Implementation Failure with This Change Management Plan
Переглядів 514 днів тому
Colleen delves into the critical elements of change management when adopting AI solutions. She emphasizes the need for clear communication, setting realistic KPIs, and involving frontline employees early in the process. By addressing fears and providing proper training, companies can ensure smooth transitions, fostering buy-in and maximizing the value of their AI investments. Watch the full epi...
What's Next for Contact Centers? Leadership, CX, and AI Insights: Colleen Beers
Переглядів 1014 днів тому
In this episode of First Contact: Stories of the Call Center, we sit down with Colleen Beers, a dynamic leader with over 20 years of experience in transforming the contact center and CX industry. From her journey from a call center agent to a top executive, Colleen shares invaluable insights on leadership, employee empowerment, and the future of customer experience. We explore how AI is revolut...
Empowering Women in a Male-Dominated Industry: The Story Behind LinkUnite
Переглядів 13Місяць тому
Sara Malo shares the inspiring origin story of LinkUnite, an organization she co-founded to support women in the heavily male-dominated lead generation and marketing industries. Born from recognising that women were being overlooked and underrepresented in leadership roles, LinkUnite has grown into a community that provides mentorship, networking opportunities, and a platform for women to take ...
Why Compliance is the Next Big Thing in Lead Generation
Переглядів 12Місяць тому
Sara addresses the increasing importance of compliance in the lead generation space, stressing that many companies are still lagging behind in adopting the necessary regulations. She discusses the growing complexity of compliance issues, from data privacy to AI integration, and highlights the potential risks of non-compliance. Sara urges businesses to stay informed and proactive, predicting tha...
Genuine Collaboration: Why ‘Egos Left at the Door’ is Essential for Business
Переглядів 3Місяць тому
Sara explains the guiding philosophy behind LinkUnite’s mantra of leaving egos at the door. She shares personal experiences from early in her career, where titles and ego often dictated success, and how LinkUnite aims to break that pattern. The initiative fosters a culture of collaboration, where people of all levels are encouraged to connect, learn, and grow, regardless of their position or ba...
AI and Lead Generation: Hype or Reality
Переглядів 12Місяць тому
Sara delves into the rapidly evolving role of AI in lead generation, separating the hype from the real-world applications. She explains how AI is being used as a tool to enhance efficiency in lead qualification, content creation, and event management. However, Sara remains cautious, noting that AI is only as good as the people and strategies behind it. While AI has great potential, she stresses...
Event Success in the Digital Age: How Sara Malo is Redefining Business Conferences
Переглядів 4Місяць тому
In this segment, Sara discusses her innovative approach to organizing industry events like Lead Generation World and Contact.io. Rather than following traditional event structures, Sara focuses on creating experiences that prioritize meaningful networking, education, and tangible business outcomes. From unique event features like “Ask the Experts” sessions to integrating digital tools for bette...
Empowering Women and Event Success in Lead Generation
Переглядів 13Місяць тому
Empowering Women and Event Success in Lead Generation
Empowering Women and Event Success in Lead Generation: Sara Malo
Переглядів 2Місяць тому
Empowering Women and Event Success in Lead Generation: Sara Malo
Lead Generation Call Centers: Boost Your Sales Pipeline
Переглядів 82Місяць тому
Lead Generation Call Centers: Boost Your Sales Pipeline
Debt Collection Call Centers: How They Work and Why They Matter
Переглядів 71Місяць тому
Debt Collection Call Centers: How They Work and Why They Matter
Telemarketing Call Centers Explained: Benefits, Operations, and More
Переглядів 73Місяць тому
Telemarketing Call Centers Explained: Benefits, Operations, and More
Preview, Progressive and Predictive Dialers
Переглядів 19Місяць тому
Preview, Progressive and Predictive Dialers
EXPANDING Omnichannel Strategy Secrets Revealed!
Переглядів 5Місяць тому
EXPANDING Omnichannel Strategy Secrets Revealed!
Tone Matters! What Your Accent Says About Your Customer Service Skills
Переглядів 15Місяць тому
Tone Matters! What Your Accent Says About Your Customer Service Skills
5 Crucial Tips for Onboarding New Call Center Hires
Переглядів 7Місяць тому
5 Crucial Tips for Onboarding New Call Center Hires
The SECRET To Skyrocketing Your Call Center Performance in 2024
Переглядів 28Місяць тому
The SECRET To Skyrocketing Your Call Center Performance in 2024
Journey Mapping Fails That Are Costing You Customers Right Now
Переглядів 52 місяці тому
Journey Mapping Fails That Are Costing You Customers Right Now
What's Driving Employees To Job Hop So Frequently In 2024
Переглядів 162 місяці тому
What's Driving Employees To Job Hop So Frequently In 2024
Can AI Really Revolutionize Your Contact Center Overnight?
Переглядів 122 місяці тому
Can AI Really Revolutionize Your Contact Center Overnight?
Building a Customer-Centric Culture: Insights from Annette Franz
Переглядів 262 місяці тому
Building a Customer-Centric Culture: Insights from Annette Franz
Culture Ownership and Leadership Alignment in Business
Переглядів 82 місяці тому
Culture Ownership and Leadership Alignment in Business
The SHOCKING Truth About Hiring for Customer-Centric Culture
Переглядів 22 місяці тому
The SHOCKING Truth About Hiring for Customer-Centric Culture
DNIS: What Every Call Center Must Know
Переглядів 862 місяці тому
DNIS: What Every Call Center Must Know
CX Accelerator: Building a Community for CX Professionals
Переглядів 22 місяці тому
CX Accelerator: Building a Community for CX Professionals
Balancing AI and Human Touch in Customer Service: A Dual Approach to Modern Challenges
Переглядів 62 місяці тому
Balancing AI and Human Touch in Customer Service: A Dual Approach to Modern Challenges
Beyond Transactions: Elevating Customer Service with a Human Touch
Переглядів 12 місяці тому
Beyond Transactions: Elevating Customer Service with a Human Touch

КОМЕНТАРІ

  • @NobelBiz
    @NobelBiz 28 днів тому

    🚀 Missed our latest webinar? Catch this snippet where industry leaders discuss reducing turnover and burnout in call centers! 💡 Watch the full session now: nobelbiz.com/resources/webinar-series/reducing-burnout-and-turnover-for-contact-center-agents/ 📈 #Webinar #callcenter

  • @NobelBiz
    @NobelBiz 28 днів тому

    🚀 Missed our latest webinar? Catch this snippet where industry leaders discuss reducing turnover and burnout in call centers! 💡 Watch the full session now: nobelbiz.com/resources/webinar-series/reducing-burnout-and-turnover-for-contact-center-agents/ 📈 #Webinar #callcenter

  • @NobelBiz
    @NobelBiz 28 днів тому

    🚀 Missed our latest webinar? Catch this snippet where industry leaders discuss reducing turnover and burnout in call centers! 💡 Watch the full session now: nobelbiz.com/resources/webinar-series/reducing-burnout-and-turnover-for-contact-center-agents/ 📈 #Webinar #callcenter

  • @a7mdt108
    @a7mdt108 29 днів тому

    Thank you

  • @msgsolution
    @msgsolution 5 місяців тому

    I have my own contact center looking for legit campaigns help me out john.

  • @chylemillabangco9467
    @chylemillabangco9467 7 місяців тому

    Thank you ❤😊

  • @Newenglandah1376
    @Newenglandah1376 9 місяців тому

    It's horrible and does not but cause stress. To start, many quirks, especially in tech fields where agents speak with very scripted reps in foreign countries. The ai doesn't understand the human aspect of speech.

  • @lyricninja9957
    @lyricninja9957 11 місяців тому

    amazing!❤

  • @dellrugby
    @dellrugby Рік тому

    Liked and subscribed

  • @JimboJones2022
    @JimboJones2022 Рік тому

    They dangled the 🥕 carrot for years. They promised a career path. The threw us in a bullpen where the noise was horrible. They gave us ridiculous patronizing compliments like "Our team does does so much more than other departments that have the same job description. Basically we have been a dumping ground and pick up the flack for the inept training department.

  • @sergioestuardocontrerasova4577

    Thanks for the video

  • @alsvrj
    @alsvrj Рік тому

    Amazing Story!

  • @msgsolution
    @msgsolution Рік тому

    This is very informative for me thanks for doing this 🙌

  • @abhishekbanerjee2191
    @abhishekbanerjee2191 Рік тому

    Excellent service and extremely responsive support system 24x7..!!

  • @dean8498
    @dean8498 Рік тому

    P r o m o S M

  • @henrinoceme521
    @henrinoceme521 Рік тому

    Let me know please!!! I would like to join you!!!!!

  • @henrinoceme521
    @henrinoceme521 Рік тому

    What is required to a foreigner to work at vixicom please!!!!

  • @beau4532
    @beau4532 Рік тому

    *Promosm* 😩

  • @247secretary
    @247secretary Рік тому

    Nice Show Guys!

  • @Brando-wc8fz
    @Brando-wc8fz Рік тому

    Andrew Taint is right

  • @jongunderson4665
    @jongunderson4665 2 роки тому

    As long as it cost less to automate Call Centers - Call Centers (H to H contact) are dead

  • @ChamorroStories
    @ChamorroStories 2 роки тому

    "Be human." It's a simple but essential message especially in leadership.

  • @dongcakesqt1846
    @dongcakesqt1846 2 роки тому

    😁

  • @chelsivolpe5892
    @chelsivolpe5892 2 роки тому

    I’m having trouble finding the rest of this video on your website. Could you please provide the direct link?

  • @jongunderson4665
    @jongunderson4665 2 роки тому

    "automate the process"

  • @RichardBlank
    @RichardBlank 2 роки тому

    Thank you Christian.

  • @sonbykedelion
    @sonbykedelion 2 роки тому

    This is my goal to work at vixicom I do love this company. I passed interview there twice I failed I keep progressing my brain to get back ,

  • @jamesgallagher7157
    @jamesgallagher7157 2 роки тому

    FYI - H to H has been around for many, many years. We used it when designing services in the early 1980's. Another one used was Human Link Interface, term we used for an action that required a human to interconnect with a computer or device to move data to another device or service.

  • @ЛенарСвиридов
    @ЛенарСвиридов 3 роки тому

    l5i3f vum.fyi

  • @bondsa1
    @bondsa1 3 роки тому

    Exactly!!

  • @Javondotca
    @Javondotca 3 роки тому

    Hey this is useful. Can you upload the full conversation on youtube next time? ty

  • @trevordour8285
    @trevordour8285 3 роки тому

    heatin up

  • @mariaeugeniadelimavelez9844
    @mariaeugeniadelimavelez9844 3 роки тому

    I 'm 58 and last year I worked at Home for a call center and sometomes I needed My daughter 's help or asiatance hahaha.

  • @antoniosantos-yo7ge
    @antoniosantos-yo7ge 3 роки тому

    The failure of humans is the failure of bots.

  • @s.t.santos5928
    @s.t.santos5928 3 роки тому

    AI replacing humans is like having a robot for a psychotherpist. Despite advances in technology, human emotion isn't something anyone can program. The companies that will have more success are those who will maintain that very important human connection.

  • @АлексейПертов-м8п

    0:33 Automatic proffit system with done for you 6k monthly income w h t s a p +7 9 6 7 1 5 7 0 5 8 1

  • @mack-hensonrene9197
    @mack-hensonrene9197 4 роки тому

    Thx

  • @nataliehardy332
    @nataliehardy332 4 роки тому

    I Just applied for this company!

    • @maryema15
      @maryema15 2 роки тому

      y que paso? estas en ella?

  • @rockmedia1167
    @rockmedia1167 4 роки тому

    Great interview, hope to see some more of it, maybe with some more personal questions? Anyways, keep it on!

    • @NobelBiz
      @NobelBiz 4 роки тому

      Hi Nemi. Hit Subscribe on our channel to get notified when new episodes are up! You can also check the full podcast with Jake Bush here: ua-cam.com/video/83vXc_5UQf8/v-deo.html

    • @rockmedia1167
      @rockmedia1167 4 роки тому

      Will do!

    • @rockmedia1167
      @rockmedia1167 4 роки тому

      NobelBiz Could I ask you what your opinion about GaryVee is?

  • @ioanasabo1538
    @ioanasabo1538 4 роки тому

    <3 Awesome conversation. Really motivating and useful information. Keep up!

  • @mar.vazquez
    @mar.vazquez 5 років тому

    where do i download it from ??

  • @carlosjv421
    @carlosjv421 5 років тому

    Link de descarga mas serial

  • @subhashkaintura5176
    @subhashkaintura5176 6 років тому

    send me on subhkain@gmail.com link to download

  • @angelsetnabug6101
    @angelsetnabug6101 7 років тому

    1st of all i want to try to setup 1 or 10pc for small call center setup. its not the actual call center but this is for demo purposes and learning. if the test will become succesful i want to push this knowledge soon. question: 1. does Eyebeam + vicidial is enough? are they free? 2. VOIP, SIP, domain/proxy for eyebeam is free? if not where to buy and how much? 3. do i need server/MDF? for this small setup? 4. what if a plain 10 pc + ISP + router/switch only and no server MDF. are the calls affected and slow down? 5. im looking for dirrent tutorials but i cant organize where to study 1st. My ideas are not organize and i dont know where to start 1st. please help me to provide step by step.

  • @yokastanny
    @yokastanny 7 років тому

    greit place

  • @noorhayat2647
    @noorhayat2647 7 років тому

    filerio.in/cm0nhuon7gh0 new version

  • @bhagatsarma991
    @bhagatsarma991 8 років тому

    This video helped me a lot for configure my server that i rented from www.datasoft.ws Please upload more videos.

  • @robertensler3861
    @robertensler3861 8 років тому

    Robert Ensler The REAL Donald Trump Impersonator www.DonaldTrumpOne.com