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As a solution consultant I focus on delivering comprehensive solutions in the technology…
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Jerry Zabell reposted thisWhen contact center agents are working away from the office, do you have rules regarding other people in the room? How are you ensuring that policy is being followed? Our customers have those rules. They also realized their previous tools were not sufficient for enforcing those rules. So, if you are looking to level up your agent productivity, training, coaching, compliance, end ensure you have a pipeline of future contact center leaders, let's have a discussion! I'm right here to help!Jerry Zabell reposted thisYou have a rule for your remote teams to be in a private workspace for a reason. The workspace is part of the operation. When another person enters that workspace, the environment changes. There may be distraction, background noise, or simply a workspace that is no longer as controlled as it should be. Second Person Detection in CollaborationRoom.ai gives leaders awareness when an additional person is present, even with blurred or virtual backgrounds. On a Virtual Floor, maintaining a controlled workspace is part of maintaining the operating discipline you expect from the contact center. #ContactCenter #VirtualFloor #Security #Compliance #CollaborationRoomAI Sameer Maini Jason Hiland John Stock Sandy Ellis, MBA
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Jerry Zabell reposted thisJerry Zabell reposted thisThe BPO industry has always been tied to cost reduction. For years, the conversation was about moving work to lower-cost labor markets. Now the conversation is shifting again. We're no longer talking about moving from one labor market to another. We're talking about moving from human agents to AI agents. What's interesting is that some organizations are paying AI agent rates that aren't creating the savings they expected. Technology alone doesn't guarantee better economics. The business case still has to work. #BPO #CustomerExperience #AI
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Jerry Zabell reposted thisIf you are in HR and looking for your next opportunity in Cali, reach out to Justin! #hiring #recruiting #hropportunity #hrJerry Zabell reposted thisTo all HR Leaders searching for their next great opportunity, we have a new opening with an excellent client in Lathrop, CA in the Food & Beverage Industry! Saige Partners
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Jerry Zabell reposted thisJerry Zabell reposted thisWe're hiring a Client Solutions Manager at ConversionIQ.ai. Translation: a closer with a business analyst's brain. Clients come to us through one narrow door, usually comment response. They see it work. Then they realize the same platform can do five other things for their business they hadn't even thought to ask for. This role owns that. You take a client from the moment they sign, map their entire business, find every place we can create value, and sell those expansions with real conviction. Convert the trial → nail the onboarding while you're spotting the full opportunity → then grow a single-use-case account into a fully-expanded one. It's part diagnosis, part close. You have to understand a business well enough to see what they're missing, and you have to be the kind of seller who can walk them to it. If you're consultative but you actually close, if "uncapped" gets your attention, and if you want to do this in-office in Orlando with an expansion-weighted override that rewards exactly the growth you drive, this is a real one. Link in the comments. Or message me directly. 👇
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Jerry Zabell reposted thisJerry Zabell reposted thisWe're hiring a Client Solutions Manager at ConversionIQ.ai. Translation: a closer with a business analyst's brain. Clients come to us through one narrow door, usually comment response. They see it work. Then they realize the same platform can do five other things for their business they hadn't even thought to ask for. This role owns that. You take a client from the moment they sign, map their entire business, find every place we can create value, and sell those expansions with real conviction. Convert the trial → nail the onboarding while you're spotting the full opportunity → then grow a single-use-case account into a fully-expanded one. It's part diagnosis, part close. You have to understand a business well enough to see what they're missing, and you have to be the kind of seller who can walk them to it. If you're consultative but you actually close, if "uncapped" gets your attention, and if you want to do this in-office in Orlando with an expansion-weighted override that rewards exactly the growth you drive, this is a real one. Link in the comments. Or message me directly. 👇
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Jerry Zabell reposted thisJerry Zabell reposted thisMarymount is looking for some great candidates in this role. I hope you will encourage folks to apply. https://lnkd.in/e_hQeF2g
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Jerry Zabell reposted thisJerry Zabell reposted thisNick Cormier is #hiring. Know anyone who might be interested?
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Jerry Zabell reposted thisJerry Zabell reposted thisEnrollment challenges aren't always a reflection of lack of interest. Sometimes the real challenge is having the capacity to connect with every prospective student at the right time. That's where scalable outreach can make a measurable difference. In this case study, Five Star helped a higher-ed institution expand enrollment outreach, increase engagement, and support students throughout the enrollment journey without overloading its internal team. It's a practical example of how the right combination of people, process, and technology can help institutions achieve more with the resources they already have. 🔗 Link to case study in the comments
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Jerry Zabell reposted thisJerry Zabell reposted thisJoin our IT Leadership Team! We’re hiring a Director, Contact Center Technology to lead our enterprise platform strategy, cloud integrations and AI/automation initiatives at Convey Health Solutions! What you’ll lead: ☑️ Location: Remote – U.S. (Central or Eastern time zones preferred) ☑️ Focus: Modern CCaaS ecosystem, omnichannel strategy, conversational AI, and vendor leadership ☑️ Experience: 8+ years leading contact center technology platforms, with a strong enterprise architecture background ☑️ Industry: Healthcare or health payer experience preferred If you’re passionate about transforming customer and employee experiences through technology, we’d love to hear from you! Check out the full job description and apply today. #JobOpening #CCaaS #ContactCenterTechnology #ITLeadership #RemoteWork #TechCareers #HealthcareTechnology #AI #Automation
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Jerry Zabell liked thisJerry Zabell liked thisLEADERS: THIS IS FOR YOU! If you CAN'T TAKE THE CALLS! You SHOULDN'T BE MAKING THE CALLS! lead from the front!
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Jerry Zabell liked thisWhen contact center agents are working away from the office, do you have rules regarding other people in the room? How are you ensuring that policy is being followed? Our customers have those rules. They also realized their previous tools were not sufficient for enforcing those rules. So, if you are looking to level up your agent productivity, training, coaching, compliance, end ensure you have a pipeline of future contact center leaders, let's have a discussion! I'm right here to help!Jerry Zabell liked thisYou have a rule for your remote teams to be in a private workspace for a reason. The workspace is part of the operation. When another person enters that workspace, the environment changes. There may be distraction, background noise, or simply a workspace that is no longer as controlled as it should be. Second Person Detection in CollaborationRoom.ai gives leaders awareness when an additional person is present, even with blurred or virtual backgrounds. On a Virtual Floor, maintaining a controlled workspace is part of maintaining the operating discipline you expect from the contact center. #ContactCenter #VirtualFloor #Security #Compliance #CollaborationRoomAI Sameer Maini Jason Hiland John Stock Sandy Ellis, MBA
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Jerry Zabell liked thisJerry Zabell liked thisThe BPO industry has always been tied to cost reduction. For years, the conversation was about moving work to lower-cost labor markets. Now the conversation is shifting again. We're no longer talking about moving from one labor market to another. We're talking about moving from human agents to AI agents. What's interesting is that some organizations are paying AI agent rates that aren't creating the savings they expected. Technology alone doesn't guarantee better economics. The business case still has to work. #BPO #CustomerExperience #AI
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Jerry Zabell liked thisExcited to join the SCTC Conference!Jerry Zabell liked thisHonored to be in the distinguished company of speakers at the 2026 SCTC - Society of Communications Technology Consultants International, Inc. Annual Conference Oct 11 - 14, 2026. [Note: This is just a subset of the complete speaker list -- see link in the Comments section] Elizabeth English - Global Tech Solutions Robert Harris from Communications Advantage, Inc. ✩Toby Heath CPP, PSP, LEED Green Associate from CHA Consulting, Inc. Christa Heibel from CH Consulting Group Blake H. from JJH Enterprises Maria Lopez from The University of Texas at Dallas Alyssa O'Brien from Technology Management Corporation Michael Peck from Aspen Venue Partners 2026 has been a pivotal year in IT. With the emergence of AI and other tools that are revolutionizing this industry, as a consultant, are you ready? The event will be a great way to increase your knowledge, hone your skills, and network with other like-minded colleagues. Join us as we ride this tech wave together! The SCTC is celebrating our 50th anniversary this year! Join us for this milestone event!
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Jerry Zabell liked thisJerry Zabell liked thisBPO people, take pride in what you put out. The client is trusting you with their customers. That's a big deal. Every call. Every interaction. Every problem you solve. That's the product. Don't just get through the shift. Do the work right. Fix the shit that isn't right. Help the person next to you get better. Leave the account better than you found it. Because at the end of the day, the work has your name on it whether your name is actually on it or not. When you shut the laptop and go to bed, know you did everything you could to win the day. That's something you control.
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Jerry Zabell liked thisJerry Zabell liked thisA short history of most AI initiatives. Month 1: An executive reads an article on a plane. Emails the leadership team at 11pm. Month 2: Task force formed. Named something with the word "Horizon" in it. Month 3: Fourteen vendor demos. All of them show the same three slides. Month 5: Pilot approved. Scope is one intent, one channel, 3 percent of volume. Month 8: Pilot is going great. Nobody can define great. Month 11: The champion gets promoted, leaves, or gets tired. Month 12: The executive reads a new article on a plane. The failure point is almost never the technology. It is that nobody put a number on the thing before they started, and no single person owned that number. Pick the number. Name the owner. Most of the rest is calendar management. #AI #Leadership #ChangeManagement
Experience & Education
Organizations
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North American Customer Service Management Association
Phoenix Board
- PresentNACSMA is a professional, non-profit association whose members represent customer contact organizations and the vendors who support them. Our membership consists of organizations of all sizes, from a variety of industries - including healthcare, financial, BPO, legal, and technology. We have first and third-party focused members, including service centers, call centers, collections, help desks, and client retention organizations
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Collections is no longer just about recovering balances. It’s about building systems that identify risk early, engage customers digitally, and improve repayment outcomes without damaging relationships. The shift isn’t technological alone — it’s strategic. #Recuvery #DidYouKnow #BusinessTips #CashFlow #AccountsReceivable #SmartCollections #RevenueGrowth
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