{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Harder Than It Looks: Parking Uncovered","title":"EP 15: Knowing Who to Hire with Joaquin Rojas and Call Center Expectations with Steve Morrell","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/b22d1cd3\"></iframe>","width":"100%","height":180,"duration":4071,"description":"In this episode of 'Harder Than It Looks,' we delve into the intricacies of the parking industry and the entrepreneurial world. We first sit down with Joaquin Rojas, Director of Parking for Bal Harbour Shops and owner of Parking Guy consultancy.\nWith two decades of experience, Joaquin shares his journey from parking cashier to managing significant parking operations, highlighting technological innovations and the importance of customer service in reshaping the industry. \n\nNext, we explore the entrepreneurial landscape with Steve Morrell, Managing Director of ContactBabel, a leading research and analysis firm for the contact center industry. For more information about ContactBabel, visit: https://www.contactbabel.com/\n\nSteve has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian, Forbes.com and the Financial Times. He has also advised the UK government on the effect of offshoring on the UK economy.\n\nIn his segment, we discuss the value of focusing on established successes and features insights on the contact center and customer experience industry.\nHere are some key takeaways from this episode:\nHow to implement technology to improve valet services and customer experience\nTips on hiring and managing employees in the parking industry\nCustomer experience best practices for call centers\nHow to use AI and machine learning in customer service\nBe sure to check out these great clips from Segment 1 with Joaquin Rojas:\n02:12 Joaquin's Early Career and Growth\n05:15 Challenges and Innovations at Bal Harbour Shops\n11:06 Event Parking and the Miami Marlins\n19:02 Hiring and Managing Parking Staff\n25:42 Technology in Parking Operations\n31:29 Lightning Round: Personal Insights\n34:42 Building Relationships in the Parking Industry\n35:22 Magic Wand: Fixing Tailgating in Parking\n36:21 Balancing Work and Family Life\n37:57 Pride in Helping Others Succeed\n\nSegment 2 with Steve Morrell:\n41:14 Steve Morrell's Journey...","thumbnail_url":"https://img.transistorcdn.com/Y0XKm5qIfx5wu96cc17w73uLDJ9g38v-oi18WqKq6hY/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS8zYmYx/ZTU1ZWMyZTdhMzFj/M2VkYTBmNjY5MWYw/NTQ3Ny5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}