Defining the Human Experience w/Juanita Coley

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Reimagining The Contact Center - with Marc Bernstein

Marc Bernstein

62 episodes

5 days ago

Reimagining the Contact Center is a warm and conversational podcast that digs into the new contact center economy and how technology, businesses, and the modern customer work together to build better lives for ourselves and our families.

Business

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Defining the Human Experience w/Juanita Coley

Reimagining The Contact Center - with Marc Bernstein

52 minutes 43 seconds

3 years ago

Defining the Human Experience w/Juanita Coley

Juanita and Marc discuss the power dynamic between agents and customers, the importance of maintaining a connection to technology, and how honing in on the human experience transforms the contact center.

Juanita Coley, a.k.a. The Contact Center Whisperer, is the founder of Solid Rock Consulting, whose mission is to normalize women in tech and leadership roles. Her 14 year career began as a call center agent and has progressed to a consulting role, bringing new efficiencies and optimizations to corporations and household brands like United Health Care, Optum, Walgreens, Liberty Medical, and many more.