From the Darkhorse's Mouth

Episode 18 - RemX by EmployBridge - The Future of Work Starts With Talent

In Episode 18 of From The Darkhorse's Mouth, titled "RemX by EmployBridge," Carly Garzella is joined by Michelle Crotty, Regional President and Christina Johnson, Strategic Solutions Director of RemX by EmployBridge. In this episode, Carly sits down with Michelle and Christina from RemX by EmployBridge for a conversation about how workforce strategy is evolving across insurance, professional staffing, and contact center operations. The discussion explores why insurance is becoming one of the biggest hidden career opportunities in America, how Baby Boomer retirements are reshaping the talent market, and why employers are struggling to find licensed and experienced professionals. Michelle and Christina share how RemX helps companies think beyond traditional hiring by building stronger talent pipelines, supporting upskilling, and using labor market intelligence to advise employers more strategically. Carly also digs into what it means to recruit beyond the resume. The conversation covers soft skills, customer-facing talent, contact center performance, remote and hybrid workforce models, and the importance of coaching people into success instead of only screening for technical experience. The episode also looks at compensation strategies, incentive structures, workforce research, and what today’s employees are telling employers they want. As AI, automation, remote work, and licensing innovation continue to change the labor market, this conversation offers a timely look at what insurance companies and contact center leaders should start preparing for now. 💬 Have questions? Email us at podcast@darkhorseinsurance.com [Podcast@darkhorseinsurance.com] 🔔 Don’t forget to like & subscribe to stay updated with future episodes.

Episode 17 - Better Together - The Big I Way

In Episode 17 of From The Darkhorse's Mouth, titled "Better Together," Dan and Carly Garzella are joined by Clebe Best, Vice President of Membership Development and Engagement of IIABAZ. In this episode, Dan and Carly explore why independent agencies in Arizona should be actively engaged with IIABAZ—and what they may be missing when they are not. The conversation looks at the Big I’s role in supporting Arizona agents through advocacy, education, E&O resources, market access, events, networking, and strategic guidance. The episode begins by unpacking what IIABAZ actually does day to day for independent agencies, especially smaller and mid-sized firms that benefit from having a stronger infrastructure layer behind them. From there, the discussion moves into advocacy, including the behind-the-scenes work that helps protect the independent agency distribution system and translate complex regulatory changes into practical guidance for agency owners. Dan and Carly also explore how education and talent development can become a competitive advantage, not just a compliance requirement. CE courses, licensing support, producer development, and leadership tracks all play a role in helping agencies strengthen teams, improve retention, and prepare the next generation of owners. The conversation then turns to E&O support, documentation discipline, coverage conversations, and the operational habits that help agencies reduce risk. The episode also highlights the value of IIABAZ events and the annual convention as opportunities for education, carrier access, peer networking, and exposure to emerging trends. Finally, the episode digs into the Alliance program as a major growth tool for agencies that need better carrier access without giving up independence. It also frames IIABAZ as a sounding board for agency owners facing major decisions around hiring, perpetuation, technology, carrier strategy, M&A, and growth. 💬 Have questions? Email us at podcast@darkhorseinsurance.com [Podcast@darkhorseinsurance.com] 🔔 Don’t forget to like & subscribe to stay updated with future episodes.

Episode 16 - Boom Goes the Dynamite - Blowing Up Service Bottlenecks

In Episode 16 of From The Darkhorse's Mouth, titled "Boom Goes the Dynamite," Dan and Carly Garzella are joined by Norm Hudson, Co-Founder and CEO of Staff Boom. In this episode, Dan and Carly explore how insurance-focused outsourcing can help agencies and other firms solve staffing pressure, improve operational efficiency, and create more room for growth. Rather than discussing outsourcing as a generic virtual assistant solution, they focus on how Staff Boom builds dedicated teams trained specifically for insurance workflows and client service demands. The conversation covers where outsourcing can make the biggest impact, from inbound customer support and back-office processing to claims intake, renewal work, endorsements, and other repetitive but essential operational tasks. Dan and Carly also unpack the strategic role of unlicensed support partners, showing how agencies can shift mechanical and administrative work away from licensed staff so those team members can stay focused on client relationships, sales, and revenue-generating responsibilities. They also discuss what makes this model different from traditional outsourcing options, including the importance of tailored onboarding, process documentation, brand alignment, supervised implementation, and measurable performance standards. The episode ultimately frames outsourcing as more than a cost decision. When done well, it becomes a way to expand capacity, improve service consistency, and build a more scalable insurance operation. 💬 Have questions? Email us at podcast@darkhorseinsurance.com [Podcast@darkhorseinsurance.com] 🔔 Don’t forget to like & subscribe to stay updated with future episodes.

Episode 15 - Press Play on Your Potential - Why Mindset is the Missing Link

In Episode 15 of From The Darkhorse's Mouth, titled "The Gloves are Coming Off," Dan and Carly Garzella are joined by Kimiko Donahue, Founder of Press Play Coaching. If you’re running an agency and feeling buried in service work, this episode breaks down how a client self-service platform can take the most repetitive requests off your plate, so your team can get back to renewals, retention, and growth. The conversation starts with the daily pain points agencies face: nonstop Tier 1 calls for ID cards, documents, billing questions, and simple policy changes - and how GloveBox reduces that workload by giving clients 24/7 access through a modern portal and mobile app that pulls real-time policy data from your AMS. We then dive into the growth curve: what happens when client adoption increases, how agencies can handle more accounts per CSR without hiring at the same pace, and how GloveBox’s features turn service moments into business opportunities. The discussion unpacks the tools that drive impact, including automated client invitations, PolicyAssist™ and certificate management, built-in analytics, and the Embedded Marketplace that helps unlock referrals and cross-sell requests directly inside the client experience. Finally, we tackle the long view and the most common mistakes agencies make when trying to modernize service, like relying on fragmented carrier portals, stacking disconnected tech, or failing to drive adoption after launch. You’ll hear how implementation and onboarding can be structured for success, how to measure ROI through efficiency and cost savings, and how a platform like GloveBox helps agencies look more professional while preserving the personal touch for higher-value conversations. Whether you’re just trying to stop drowning in service requests or planning your next stage of scale, this episode offers a practical roadmap for using client self-service technology to run leaner, serve better, and grow smarter. 💬 Have questions? Email us at podcast@darkhorseinsurance.com [Podcast@darkhorseinsurance.com] 🔔 Don’t forget to like & subscribe to stay updated with future episodes.

Episode 14 - The Gloves are Coming Off - Self-Service Revolution

In Episode 14 of From The Darkhorse's Mouth, titled "The Gloves are Coming Off," Dan and Carly Garzella are joined by Adam Casinelli, Co-Founder of GloveBox If you’re running an agency and feeling buried in service work, this episode breaks down how a client self-service platform can take the most repetitive requests off your plate, so your team can get back to renewals, retention, and growth. The conversation starts with the daily pain points agencies face: nonstop Tier 1 calls for ID cards, documents, billing questions, and simple policy changes - and how GloveBox reduces that workload by giving clients 24/7 access through a modern portal and mobile app that pulls real-time policy data from your AMS. We then dive into the growth curve: what happens when client adoption increases, how agencies can handle more accounts per CSR without hiring at the same pace, and how GloveBox’s features turn service moments into business opportunities. The discussion unpacks the tools that drive impact, including automated client invitations, PolicyAssist™ and certificate management, built-in analytics, and the Embedded Marketplace that helps unlock referrals and cross-sell requests directly inside the client experience. Finally, we tackle the long view and the most common mistakes agencies make when trying to modernize service, like relying on fragmented carrier portals, stacking disconnected tech, or failing to drive adoption after launch. You’ll hear how implementation and onboarding can be structured for success, how to measure ROI through efficiency and cost savings, and how a platform like GloveBox helps agencies look more professional while preserving the personal touch for higher-value conversations. Whether you’re just trying to stop drowning in service requests or planning your next stage of scale, this episode offers a practical roadmap for using client self-service technology to run leaner, serve better, and grow smarter. 💬 Have questions? Email us at podcast@darkhorseinsurance.com [Podcast@darkhorseinsurance.com] 🔔 Don’t forget to like & subscribe to stay updated with future episodes.