Rethinking Revenue

Ep 33. | Cracking the Contact Center Training Code | Vicki Brackett, Chief Knowledge Officer at Knowledgely

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 [https://www.linkedin.com/in/vickibrackett/] * Learn more about Knowledgely [https://www.knowledgely.co/]   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.

Ep. 32 | Your Hiring Practices Are Outdated | Brian Delman, Sales and Biz Dev Leader

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 [https://www.linkedin.com/in/bdelman/] 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.

Ep. 31 | From Ideal Client to Right Sizing Pricing | Randy Gerber, Founder and Advisor at Gerber, LLC

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 [https://www.linkedin.com/in/randallgerber/] * Visit Gerber, LLC’s website [https://gerberclarity.com/] to learn more about the services they provide to first generation entrepreneurs. * Visit Founder Farm [https://www.founderfarm.com/] 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.

Ep. 30 | Human Centered Design and Succession Planning | Lacey Picazo, Founder and CEO of ZoCo Design

How can you ensure your business survives and thrives without being solely reliant on you? This is one of the guiding initiatives from this week’s guest, who is spending a lot of time, and money, on ensuring the future success without her in the drivers seat. This week’s guest is Lacey Picazo, Founder and CEO of ZoCo Design, a product design and user research agency in Columbus, Ohio. With a background in design and human factors, Lacey is passionate about creating technology that is truly human-centered. Her expertise lies in understanding user behavior and crafting experiences that drive meaningful change. With over a decade of experience, Lacey’s approach to entrepreneurship and business growth is rooted in a deep understanding of people and their needs. Through her work, she emphasizes the importance of psychology in influencing user behavior, challenging the status quo of tech development. Lacey's unique insights into human-centered design and entrepreneurship make her a valuable voice in rethinking revenue and building sustainable businesses. Key highlights in this episode: * Human-centered design fueling technology success. * Business survival in the absence of the founder(s). * Secure your entrepreneurial legacy with strategic succession planning. * The powerful impact of design on user behavior. * Work-life balance as an entrepreneur. I think the biggest piece of advice I would give is to build the company you actually want, which sounds trite, but I have so many founder friends who have not been able to do that…. Being really clear on your motivations for building a company is essential, especially before taking investment from any VC, PE or otherwise. That changes the incentives on how you must build the company.  - Lacey Picazo Human-Centered Design in Technology Human-centered design is crucial in technology to create products that truly address user needs and behavior. Understanding user motivations and preferences is essential for developing impactful and successful technology solutions. By focusing on the human element, entrepreneurs can create products that drive behavior change and offer meaningful value to users. This process goes far beyond just a simple list of requirements and then “code to the road.” Founder-Independent Business Growth Building a business that is not solely reliant on the founder's presence is crucial for long-term success. Entrepreneurs must prioritize creating a sustainable business model that can thrive even without their direct involvement. This occurs throughout several milestones in a business…the first salesperson, additional service delivery team members, the first leader, the executive team, and of course, the replacing CEO. Resources in this episode: * Find Lacey on LinkedIn [https://www.linkedin.com/in/laceypicazo/] * Visit ZoCo's website [https://zocodesign.com/] to learn more about their services, their team, and to signup for their company updates. About Lacey Picazo Lacey is the CEO of ZoCo, the UX agency built for healthcare. Since 2013, ZoCo has built a reputation as the preferred partner for healthcare product teams—uncovering powerful care delivery insights, focusing product priorities through actionable user research, and putting those insights to action by designing behavior-shifting experiences. Lacey has been honored as a NAWBO 2021 Visionary, as a member of Columbus CEO’s inaugural ‘Future 50’ class, Business First’s ‘Forty Under 40’, Smart Business’s ‘Smart 50,’ the C-Suite Awards, and BizTech Awards ‘Outstanding Woman in Technology.’ Lacey founded ZoCo on the belief that design has the power to create meaningful change and advance the human condition. With this as a guide, she has served the Mid-Ohio Foodbank as the CX board co-chair, Innovate Ohio on the Citizen Interactions Board, Columbus Society of Communicating Arts as a President and board member, and the Modern College of Design as an advisory council member. She is also a member of Invision’s international Design Leadership Forum. About ZoCo Design Healthcare is complex, and building successful products in this space is challenging. We're committed to visionary leaders and builders who are trying to improve it. Whether designing a digital tool for pharmacists or mapping an ideal service journey across patients, providers, and payers—our focus is on translating an understanding of people into confident decisions and powerful design. We believe great UX simplifies complexity and informs strategy. Whether you're making product decisions to meet your revenue goals or striving to improve patient outcomes, ZoCo helps you prioritize, focusing on actionable user research. ZoCo’s services include user research, product and experience design, and UX maturity consultation. ZoCo Design has been recognized on lists such as the Inc. 5000, international Webby awards, Inc. Best Workplaces, and as the #1 design studio in Columbus by Columbus CEO.

Ep. 29 | From Gut Feeling to Data Driven | Roee Hartuv, Head of Revenue Architecture Practice at Winning by Design

Ever wondered how to make strategic decisions based on data rather than gut feelings? In this episode, we uncovered the surprising challenges and pivotal moments in a journey that led to expertise in revenue architecture. Find out how Winning by Design is revolutionizing the industry with free frameworks, models, and a certification program. It's time to rethink revenue and scale your business with confidence. Meet our special guest, Roee Hartuv. Roee is a seasoned professional in revenue management and operations, bringing a refreshing analytical approach to the revenue space. With a background in computer science and a career spanning from individual contributor to sales leader, Roee's journey reflects a deep understanding of the processes and strategies essential for sustainable growth. His practical insights and experience in working with companies across various stages, from growth startups to those preparing for IPOs, provide valuable perspectives on scaling businesses with venture capital funding. As a key figure at Winning By Design, Roee's expertise in B2B recurring revenue, consulting and training, particularly in the enablement space, adds a unique dimension to the conversation on rethinking revenue. Key highlights in this episode: * The crucial role of data in revenue expansion strategies. * Overcoming the challenges of changing go-to-market approaches. * Unraveling the secrets of customer success. * The role of venture capital in growth. We’re in a stage in our industry where we do not have any standards or common processes. A lot of the decisions that we’re making as leaders are still based on gut feeling or what somebody told me on the sidewalk of what is a good growth strategy. – Roee Hartuv Data-Driven Growth Data-driven decision-making is essential for sustainable growth and strategic success in today's business landscape. Leveraging data to analyze trends, customer behavior, and market dynamics enables businesses to optimize their strategies and drive impactful results. By prioritizing data-driven growth, companies can make informed decisions that lead to increased scalability and profitability. Navigating New Strategies In an ever-evolving business environment, navigating new strategies is key to staying competitive and relevant. Embracing innovation, exploring new approaches, and adapting to market changes are essential for long-term success. By actively seeking out and implementing new strategies, businesses can position themselves for growth, resilience, and sustainable success in the wake of unexpected shifts.   Resources in this episode: * Find Roee on LinkedIn [https://www.linkedin.com/in/roeehartuv/] * Visit Winning by Design website [https://winningbydesign.com/] * Check out Revenue Architecture book on Amazon [https://www.amazon.com/Revenue-Architecture-Jacco-van-Kooij/dp/B0CKZHVMDR] About Roee Hartuv Roee is a well-rounded B2B startup executive focused on helping SaaS-based companies achieve exponential growth through Sales and Customer Success. His passion is for sales, tech, and everything in between. After holding executive positions in Sales and Customer Success at 4 different startups at various stages and segments, he’s bringing his expertise to Winning by Design. Winning by Design uses a science-based approach to apply a common language, standardized models, and an agile mindset to drive durable growth in recurring revenue How he can help… Startups - help you to build and implement a sales blueprint for future growth Established Sales Teams - provide the framework and know-how to turn your traditional sales force into a high-velocity revenue generation engine Founders - Sales leaders and individual contributors who are looking for the mentoring and coaching to get ahead About Winning by Design Winning by Design is a global B2B revenue consulting and training company that enables recurring revenue teams to architect sustainable growth. Combining our specialized skills as operators of high-growth companies, we apply scientific frameworks and proven models to help Sales, Marketing, and Customer Success teams at B2B companies and global enterprises achieve impact. Founded in 2012, WbD is a fully remote company, serving leading organizations around the world, including Uber Eats, DocuSign, Hewlett Packard Enterprise, and Adobe.