--- title: "Maximizing the Human in the Call Center | Guest: Nicholas MacDonald" description: "Bruce Belfiore as he interviews industry veteran Mark Brody about getting your center \"unstuck\" by supporting your front line agents - - and making them stars." image: https://resources.benchmarkportal.com/hubfs/Jan%202023.jpg --- - [My Account](https://www.benchmarkportal.com/my-account/edit-account/) - [Upcoming Courses](https://www.benchmarkportal.com/upcoming-contact-center-certification-training-courses/) - [Discover](https://www.benchmarkportal.com/discover-us/) - [Store](https://www.benchmarkportal.com/store/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) [![bmp-logo-source-below](https://resources.benchmarkportal.com/hs-fs/hubfs/bmp-logo-source-below.png?width=196&height=64&name=bmp-logo-source-below.png)](https://www.benchmarkportal.com) - [BMP ConneX](https://www.benchmarkportal.com/bmp-connex/) - [Technology](https://www.benchmarkportal.com/bmp_connex_tech/) - 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partial show:    ***CallTalk*** audio podcast version - full show:   --- ![IMG\_3803-1](https://resources.benchmarkportal.com/hs-fs/hubfs/IMG_3803-1.jpg?width=260&height=174&name=IMG_3803-1.jpg)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. --- **![faculty-bruce-belfiore-4sm-1](https://resources.benchmarkportal.com/hs-fs/hubfs/faculty-bruce-belfiore-4sm-1.jpg?width=184&name=faculty-bruce-belfiore-4sm-1.jpg)CallTalk Host: Bruce Belfiore | BenchmarkPortal** Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book *Benchmarking At Its Best for Contact Centers* and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University. --- *[![CallTalk copy](https://resources.benchmarkportal.com/hs-fs/hubfs/CallTalk%20copy.jpg?width=211&name=CallTalk%20copy.jpg)](https://www.benchmarkportal.com/calltalk-online-radio-show/)CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. 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