Join Bruce Belfiore for the first CallTalk episode of 2023, with the theme "Maximizing the Human in the Call Center". He will be interviewing Nicholas MacDonald, director of Customer Experience at C-Lect Consulting. Nicholas will draw from a career in contact center leadership at Machias Savings Bank in Maine, where he put employee culture first, fostering employee engagement and teamwork that empowered his colleagues to provide excellent customer experiences. He is a believer in the power of incremental changes, and will share his approach and results. Air Date: Wednesday, January 4, 2023 Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal Guest Speaker: Nicholas MacDonald Season: 14 | Episode Number: 1 Guest: Nicholas MacDonald Director of CX at C-Lect consulting, Nicholas MacDonald transferred from a career in contact center leadership for Machias Savings Bank in Maine where he fostered a culture built on employee empowerment and growth, allowing agents to develop exceptional experiences for themselves and for customers. Nicholas will share insights from projects that brought significant efficiency gain and customer experience improvement, including implementing a unified contact center solution, Voice Authentication, and Workforce Management. He is a national public speaker in Customer Experience and coaches leaders to grow their teams He also owns and operates a small goat dairy farm and spends his downtime training his young Quarter Horse. Nicholas holds his B.A. and MBA from Ashford University.