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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 agent to CEO and her vendor-agnostic playbook for future-proofing the contact center. In this…
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 — and the practical moves leaders can make to restore trust and motivation.…
  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 the lessons he learned there about helping people over the phone have shaped a no-no…
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 Accenture management consultant, Laura got her start in 1999 in Equifax's c…
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