Join Ed and Vicki in this insightful episode as they dive deep into the world of contact center training and the evolving landscape of customer support. Discover the critical role of knowledge acquisition for contact center teams and learn how providing the right information at the right time can revolutionize customer problem-solving.

Ed and Vicki tackle the challenges of integrating AI into the contact center, exploring the delicate balance between self-service and human interaction. They emphasize the importance of a robust FAQ system and the necessity of regular content updates to ensure accuracy and enhance customer experience.

Vicki shares her fascinating journey into the contact center world, a path she stumbled upon by accident but quickly fell in love with. Hear how she built a virtual sales team of over 300 people and managed a brick-and-mortar contact center, gaining invaluable experience along the way.

Key takeaways:

• The importance of effective knowledge acquisition for contact center teams.
• Strategies for balancing AI and human intervention in customer support.
• The value of a well-maintained FAQ system.
• Prioritizing customer experience in process and system design.
• Empowering agents with the right information to resolve customer issues efficiently.

Don't miss this episode for practical tips and expert insights on optimizing your contact center operations!

Resources in this episode:

• Find Vicki on LinkedIn
• Learn more about Knowledgely

About Vicki

Vicki’s #1 passion in business is to help organizations with innovative and progressive operational and technology strategies that make an immediate impact on increasing customer satisfaction, first call resolutions, new agent speed to competency and higher productivity while engaging team members and reversing high absenteeism and attrition. A great knowledge management strategy helps with all of this!

As a subject matter expert on work-at-home and hybrid environments, Vicki has written for and been interviewed by Forbes, Fast Company, Fortune Magazine, CFO Magazine, CEOWorld, HR News, Woman Diversity, Training Magazine, ICMI, Contact Center Pipeline and a host of other publications, news outlets and podcasts on creative work-at-home, leadership and employee engagement strategies.

Vicki is the author of ‘The Leadership Toolbox - Manage Less Achieve More,’ a book about her experience leading contact center organizations with thousands of employees across industries ranging from consumer technology, education, retail, automotive, cosmetics, nutrition & other consumer products. Her book showcases a systematic approach to leadership that can transform organizations into top performing status at an accelerated pace, where employees love coming to work, are engaged & help move the organization forward.

About Knowledgely

According to McKinsey and Company, employees spend 20% of their time looking for knowledge.

- Contact center agents aren't finding the right answer fast enough

- Contact center agent attrition is still bad

- Great self-serve is not great yet

- And all this takes a toll on the agent and ticks off the customer

At Knowledgely™ we realign your knowledge base strategy to mitigate risk while enhancing both the employee and customer experience.

We provide contact centers with a Knowledge Framework Assessment:

1. Baseline cost of your current knowledge base strategy
2. Quick Hits that your management team can start implement tomorrow
3. Long-term strategy, cost savings, technology roadmap, support and, if applicable, software vendor recommendations and help with implementation.

Are your sales hiring practices stuck in the past? Join Ed and Brian this week as they dissect the biggest challenges facing sales leaders today when it comes to finding and hiring top-performing talent.

They reveal the alarming truth about resume screening, discuss why focusing solely on industry experience can be a costly mistake, and challenge common interview techniques that simply don't work.

Brian shares his personal insights on the essential character traits to look for in sales candidates – traits that go beyond surface-level skills and reveal true potential. Discover why intellectual curiosity, a drive for self-improvement, and emotional intelligence are key indicators of future success.

This episode isn't just about identifying problems; Ed and Brian offer concrete solutions! They provide actionable next steps for hiring teams, hiring managers, and HR departments, including:

• Developing clear hiring scorecards to objectively evaluate candidates.
• Rethinking the necessity of group interviews and role-playing exercises.
• Re-evaluating degree requirements for non-specialized sales roles.
• Shifting the focus from industry experience to character and cultural fit.

If you're ready to revamp your sales hiring process and build a team of driven, successful individuals, this episode is a must-listen! Tune in now and discover how to go beyond the resume and find the right people for your organization.

About Brian Delman

• Find Brian on LinkedIn

With over 15 years of experience in driving exponential growth for sales teams, Brian specializes in building and/or redeveloping sales and business development programs, creating innovative sales strategies, and thoroughly assessing overall sales enablement needs.

Brian continually refines his skills as a sales leader, dedicated to creating sales cultures that not only boost revenue but also empower individuals to achieve their full potential. With five tenures as a sales leader, his leadership has consistently driven business growth and enhanced operational efficiency. He is extremely creative, and is constantly on the hunt for innovative ways to drive revenue.

Ever wonder how successful entrepreneurs navigate the complex world of wealth management and business growth? In this episode, we sit down with Randy Gerber, founder and advisor at Gerber LLC, a professional service firm that exclusively advises first-generation entrepreneurs.

Randy shares his journey from a young financial planner to the creator of a unique wealth management model tailored for business owners. He reveals how a bold decision to focus solely on first-generation entrepreneurs transformed his business and led to unexpected growth.

Key highlights in this episode:

• The power of niche strategies in professional services
• Why traditional asset management models fall short for entrepreneurs
• How aligning fee structures with client goals can drive better outcomes
• The importance of holistic wealth management for business owners
• Strategies for building high-value businesses

"You have to be strategic. And that's where a lot of small businesses just don't understand strategy as a part of growth." - Randy Gerber

Randy also introduces us to his latest venture, Founder Farm, an online community designed to support early-stage entrepreneurs. This innovative platform aims to provide a safe space for business owners to share ideas, seek advice, and grow together.

Whether you're a seasoned business owner or just starting your entrepreneurial journey, this episode offers valuable insights on building a thriving business while effectively managing your personal wealth.

Join us for a fascinating discussion on the intersection of entrepreneurship, wealth management, and strategic growth. And who knows? You might even pick up some insider tips on where to find the best chicken wings in Buffalo!

Resources in the episode:

• Find Randy on LinkedIn
• Visit Gerber, LLC’s website to learn more about the services they provide to first generation entrepreneurs.
• Visit Founder Farm and learn more about how they are helping to empower founders.

About Randy Gerber

As a first-generation entrepreneur, Randy knows first-hand that business owners need a different kind of financial advisor. Of course, entrepreneurs and business leaders need smart financial advice. But when you combine passion and drive with creative energy and a strong commitment to innovation, you're also looking for more. That’s exactly why he founded Gerber: to meet all the needs of business owners with a holistic approach that focuses on wealth creation, not just management. His passion is helping clients create the kind of businesses that make a difference in their lives and in the lives of others. It's incredibly rewarding work. Away from the office, he recharges by spending time with his family, whether taking trips to explore the world or cheering on his hometown heroes, THE Ohio State Buckeyes.

About Gerber, LLC

Gerber, LLC. is a professional service firm exclusively advising first generation entrepreneurs. Focused on catering to the specific needs of business owners, our team works to help entrepreneurs reach their life, business, and wealth goals. Because we’ve worked with hundreds of entrepreneurs just like you, we know how to identify and navigate issues that haven’t happened yet. Rather than treating the symptoms, we identify and solve the root issue.

We understand the entrepreneurial journey. The Gerber Gateway, our four-phase process, gives you the clarity needed to grow at every stage. We can help you become a better leader in your business, lead a richer life with your family, and take time for the things that matter most to you.

We have an extensive network of experts experienced in dealing with the unique challenges of the first-generation entrepreneur. Whether your need is business or personal, we will connect you with the right people.