Wes Dudey spent his career designing customer journeys. Then a massive heart attack — six cardiac arrests, 55 shocks, a 1% survival odds — followed by kidney failure, put him inside a journey he didn't …
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In this episode of Contact Center Journeys, Fred Stacey sits down with John Coulter, SVP of Sales at Five Star Call Centers, to talk about developing future leaders in today's remote world — and how …
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Is customer service just a stepping stone, or can it be a meaningful, long-term career? In this episode, Fred Stacey sits down with Nate Brown, Head of Education & Enablement at Metric Sherpa and co-founder …
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He walked into a random job fair with no plan, and walked out with a career that took him from answering phones to running contact centers across the globe, without a college degree. In this …
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Is AI transforming the contact center, or is the industry focused on the wrong things? In this full episode of the Contact Center Journeys Podcast, Fred Stacey sits down with Bill Staikos, CEO & Managing …
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Gina Gibson — CEO of Think Forward and host of The Tech Matchmaker podcast — has led digital transformations for organizations ranging from 50 to 45,000 agents. In this episode she shares her journey from …
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Justin Robbins is a thought leader in customer experience with a human-centric approach to workplace engagement and over two decades in CX operations and leadership. He joins Fred to unpack why disengagement happens at work …
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Laura K. Zegar is founder of Quantum CX, a customer service and customer experience consulting practice specializing in contact center transformation. Formerly VP of contact center and CX oversight at Bank of America and an …
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Episode Notes: Lorne Wood, founder and managing director of Better Call Center QA, brings over 30 years in contact center quality assurance and BPO. His career began on an evening-shift suicide crisis line — and …
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Cynthia Carrese is Founder and Managing Director of C2 Strategic Partners, a customer success and leadership strategist who turns contact and sales centers into places where performance and fun go hand in hand. With a …
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Valerie McSorley is an award-winning producer, podcast host, and networking expert with deep roots in the contact center and customer experience industry. Over 25+ years she's turned relationships into results — and she joins Fred …
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Shellie Plymale, CEO of Plymale Enterprise Group, brings over 30 years of experience transforming contact center operations — from omni-channel strategy to performance optimization. With a Six Sigma background and APAC leadership on NICE CXone, …
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