On this episode of Coffee Talk with Brohawk Mark Brody is joined by James Dragatsis, owner and founder of BeyondHME. In this episode, James reflects on his career and shares valuable insights on building successful businesses. He emphasizes the importance of learning, patience, and building strong relationships with customers. James shares his experiences in the healthcare and food industries, and the role that culture plays in his businesses. He also dives into the significance of customer service, customer success, and customer engagement. So grab your cup of coffee and get ready for an inspiring conversation about business success, culture, and customer relationships with James Dragatsis on Coffee Talk with Brohawk!
In this episode of Coffee Talk With Brohawk Mark Brody sits down with the incredible Denese Waiters, Senior Director in Customer Experience Intelligence Group at JD Power. Denese shares insights from a recent study conducted by JD Power. The study focuses on customer expectations and experiences across various industries, aiming to identify leaders in the customer service arena. She discusses the challenges brands face in meeting these expectations, such as finding the balance between self-service options and human interaction. Denese emphasizes the importance of agent knowledge and personalization, as customers expect agents to be aware of their history and previous interactions. She also shares key recommendations for brands, including the need to listen to customer feedback and take action on it, as well as leveraging technology to create personalized and omnichannel experiences. Join us as we dive deep into the world of customer service and learn from Denese's expertise on how brands can enhance their customer experiences. Plus, stick around until the end to discover Denese's hidden talent and gain some insights into her passion for cooking. Get ready for some valuable insights and engaging conversation in this episode of "Coffee Talk with Brohawk" featuring Denese Waiters!
In this episode of Coffee Talk With Brohawk we have an engaging conversation with Ben Gertz about the challenges and rewards of remote training in the hybrid work era. Join our host, Mark Brody, as he discusses the importance of adapting training methodologies, building a strong organizational culture, and the role of networking in the learning and development field. Get ready for a thought-provoking episode packed with valuable insights and practical advice. Let's dive in and enjoy our Coffee Talk with Ben Gertz!
Welcome back to another episode of Coffee Talk With Brohawk! In this episode Frank Mendoza joins Mark Brody to talk all about the fascinating topic of AI and its role in complementing customer experience strategies. During this episode, Frank shares his insights on how AI can be effectively integrated into CX strategies to enhance long-term success. We delve into the challenges organizations face when adopting AI, including uncertainty and a lack of intentionality, and Frank provides valuable advice on how to overcome these hurdles. We also discuss the importance of asking the right questions before implementing AI, and how this can lead to a more personalized and loyal customer base. Additionally, we explore the impact of AI on industries such as marketing and contact centers, and how organizations can leverage AI to stay competitive. Frank delves into the ethical considerations surrounding AI and urges organizations to use it responsibly.
Welcome back to Coffee Talk with Brohawk! In this episode, our host, Mark Brody, is joined by the incredible Camille Rosales. Camille shares her inspiring journey of making a pivot during a recessionary period and finding success in the insurance industry. She emphasizes the importance of staying open to change and constantly investing in knowledge. Camille also dives into the topic of organizational culture, highlighting the need for leaders to prioritize their own personal development and create a culture that aligns with their values. She also discusses the power of mentorship and the benefits of joining organizations where there is mutual value exchange. Don't miss out on the valuable insights Camille has to offer. Let's dive into this episode of Coffee Talk with Brohawk featuring Camille Rosales!
Welcome back to another episode of "Coffee Talk With Brohawk"! In today's episode, Mark Brody sits down with special guest Jakob Mattice to delve into the fascinating world of agent culture and engagement in the contact center. Get ready to explore the essential components that contribute to a positive agent experience and how it directly impacts customer satisfaction and overall performance. From the importance of streamlining processes to understanding the difference between agent experience and employee engagement, this conversation covers it all. Jakob shares valuable insights on servant leadership, the challenges faced by contact center agents, and the crucial role of empathy in customer interactions. Prepare for an engaging and thought-provoking discussion as Jakob and Mark unpack the secrets to creating a thriving agent culture in the contact center industry. So grab your favorite cup of coffee, and let's dive into this exciting episode of "Coffee Talk With Brohawk"!
On this episode of Coffee Talk With Brohawk, Mark Brody is joined by Clint Daoud, founder and CEO of Unifin. Cling brings a wealth of knowledge and experience in the debt collection industry and shares his journey and insights about the current trends in the industry. Clint emphasizes the importance of human interaction and the need for emotional support in debt collections and the changing expectations of consumers. Additionally, Mark and Clint discuss the importance of adapting and networking in personal and professional growth. Get ready for an engaging discussion filled with insightful advice and stories from Clint's journey in the debt collection industry. So grab your favorite cup of coffee and join us for this episode of "Coffee Talk With Brohawk"!
On this episode of Coffee Talk With Brohawk, Mark Brody is joined by Josh Reeves, an industry veteran with 25 years of experience in the BPO space joins. Inspired by his father, who was a VP of Operations, Josh entered the industry and started in operations before developing BPOs for investors. With international experiences and a passion for coaching college softball, Josh understands the importance of getting connected and involved for leadership growth. During the conversation, Josh discusses the value of finding mentors and joining organizations and industry events to build relationships and seize opportunities. He emphasizes the significance of networking, follow-up, and making a good impression by showing up and being present.
On this episode of Coffee Talk With Brohawk, Sal Bellia shares his story of falling into the debt collection industry to starting his own company with his business partner in 2008. He emphasizes the importance of diversity in team perspectives, finding the right position for team members, and staying optimistic in stressful situations. Sal also shares his advice on networking, using technology to build a business, and taking risks. He reflects on his appreciation for his father's immigrant work ethic and how martial arts has helped in his personal development. Sal co-founded Bell and Williams and continues to lead the company while investing time and resources in local businesses and startups, hoping to guide and support the next generation of business owners. Overall, this episode provides valuable insights into entrepreneurship and personal growth.
On this episode of Coffee Talk With Brohawk, Mark Brody is joined by Michelle Brigman, a CX consultant and executive coach with over two decades of experience. Michelle shares her journey from rejecting job opportunities to taking on uncomfortable paths throughout her career, gaining credibility, building experience, confidence and her brand. Michelle also emphasizes that taking care of one's well-being and not getting boxed into a career path without allowing oneself to explore and play is crucial.
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