Jacob Munns

YOU CAN’T SCALE AROUND BOTTLENECKS Even the most brilliant growth strategies will stall if operational friction goes unaddressed. Bottlenecks aren’t just internal inefficiencies, they’re silent revenue killers. Here’s where scaling efforts break down: 🔻 Scheduling Delays Disjointed systems or over-reliance on individuals create gaps that slow down service delivery and damage client trust. 🔻 Slow Approvals When every decision must climb a hierarchy, momentum dies. Opportunities move faster than outdated approval chains. 🔻 Communication Breakdowns Missed messages and fragmented platforms lead to repeated tasks, misalignment, and costly rework. 🔻 Manual Billing & Processes Paper trails and spreadsheets don’t scale. They leave room for errors, delay cash flow, and keep your team buried in admin. 🔻 Decision Bottlenecks When only a few have the authority (or clarity) to act, your business loses speed, agility, and scalability. What Scaling Really Demands: ✔ Streamlined workflows ✔ Decentralized, empowered teams ✔ Automated billing & reporting ✔ Integrated communication ✔ Decision-making frameworks built to move If you're serious about growth, these bottlenecks can’t be bypassed. They must be systematically eliminated. Remove the friction. Reclaim the momentum. Scale with clarity. #HVACGrowth #RoofingOperations #ConstructionLeadership #OutsourceGrowth #HVACEfficiency #RoofingManagement #TaskAllot #RoofingGrowth #HVACOperations

1

SALES + ENTERPRISE IMPACT 🎯 Goal: Show how funding PR accelerates enterprise & large deal trust 🏢 Your Funding Announcement Impacts Enterprise Sales More Than You Think. After you raise funds, enterprise buyers quietly research you. They ask: 👉 “Is this startup stable?” 👉 “Are credible investors backing them?” 👉 “Is this company here for the long term?” 👉 “Is there public proof of momentum?” If your funding round is properly covered in media: 📰 It signals financial stability 🔍 It shows third-party validation 🤝 It reduces perceived vendor risk 📈 It increases confidence during procurement Funding Announcement PR helps you: ✔ Shorten enterprise sales cycles ✔ Strengthen large deal negotiations ✔ Support procurement approvals ✔ Reduce “startup risk” objections ✔ Look established beyond your years 💡 Enterprises don’t just buy products. They buy confidence. Funding gives you capital. PR turns that capital into trust. 📩 Targeting enterprise clients after your raise? DM “ENTERPRISE TRUST” and let’s position your funding strategically. Hashtags: #FundingPR #EnterpriseSales #StartupFunding #BrandAuthority #StartupPR #InvestorTrust

1

1 Comment

Artificial Intelligence is no longer just a buzzword, it’s a practical tool reshaping how title agents work. In this episode, Zina and Crosby cut through the hype to explain what large language models, custom GPTs, and emerging AI agents really mean for your business. From reducing errors and accelerating onboarding to automating repetitive tasks, the conversation highlights where AI delivers immediate value. If you’ve been waiting for a clear, practical guide to AI in title, this episode gives you the confidence and knowledge to get started. 𝐖𝐡𝐚𝐭 𝐲𝐨𝐮’𝐥𝐥 𝐥𝐞𝐚𝐫𝐧 𝐟𝐫𝐨𝐦 𝐭𝐡𝐢𝐬 𝐞𝐩𝐢𝐬𝐨𝐝𝐞 • What LLMs are and why their “arms race” benefits title agents • The surprising way a custom GPT can transform your agency’s daily workflows • Why AI agents are the next leap forward for task automation in title operations • Which workflows are perfect for safe automation—and which should stay human-led • A four-part plan to start experimenting with AI in your agency today Subscribe so you don't miss out on great content, and if you love the show, leave an honest rating and written review! Let me know if you want the link. 👇 #AIInTitle #ArtificialIntelligence #CustomGPT

5

2 Comments

💀 The Death of BPO? Not so fast… Many have already written the obituary of the BPO industry — including investors and the stock market, it seems. I don’t agree. But let’s be honest: traditional seat-based outsourcing is "terminally ill" if providers sit on their hands while AI eats away at repetitive volume. The good news? Those who lean forward — investing in digital, AI enablers, integration, and data-driven customer journeys (with new commercial models) — have a unique chance to reinvent themselves. They may even move into the territory of digital partners like Accenture and capture new market share. The market is already dividing. As FTI notes, it’s “fracturing into two camps: providers aggressively investing in intelligent automation… and those lagging behind.” Meanwhile, big consulting firms are entering the operate space via AI. Capgemini’s $3.3B acquisition of WNS was viewed by Forrester as a decisive move to inject AI into traditional BPO at scale. 👉 This isn’t the end of BPO. It’s the end of business as usual. ⁉️ What do you think? Will today’s BPO giants reinvent themselves, or will new players take their place? Voices I often look to in this debate: Wayne Butterfield (ISG) - “AI-first outsourcing isn’t a buzzword, it’s the new normal.” Mary Lacity & Julia Kotlarsky - reminding us how automation is reshaping outsourcing from the ground up. Prof. Dr. Peter Gentsch - on conversational AI. Tim Houlne — on blending humans and AI for smarter CX. And closer to home, I’d love to hear from: Peter Ryan ★ Donald Berryman ★ Johan Ekberg ★ Malte Kosub ★ Cheryll Tantoy Aganda ★ David Rickard ★ Namratha Dharshan ★ Ivan Kotzev ★ Jo MacDonald ★ Gianluca Gemma

84

35 Comments

The vanity metric of the past? Headcount. The survival metric of the future? Leverage. We’ve officially entered the era of the "Small & Dangerous" team. You no longer need an army to disrupt a market—you need the right systems, relentless execution, and high-leverage tools. By stacking AI, smart CRM integrations, and seamless automation, a lean squad of elite problem-solvers can out-execute legacy giants. It’s no longer about how many people are in the room. It’s about the massive output and scalable impact a sharply focused core team can generate. Don't just build payroll. Build leverage. Scale impact. Stay dangerous.

1

How Workflow Disagreements Reveal Hidden Inefficiencies - Jeff Rusin, Co‑founder and CMO of Advisor Tech Partners on The Customer Wins with Rich Walker Full Episode: https://lnkd.in/dEvP8pWD

4

Talked to a CX exec the other day who said he IMPROVED morale and performance by eliminating bonuses for case closures. I didn't believe him at first. Then he explained why - now I'm convinced he's onto something. Emre Tekoglu, VP of customer support at Zywave saw that his team was closing cases, but they weren't resolving them. Why? It's simple: When you pay people to close cases, they'll close cases. Even if it's not what's best for the customer. If that's the driving motivator for a support team, that's what they're going to prioritize. The quicker they can get to that goal and the more times they can do it, the more money they can make. Zywave didn't just eliminate the bonuses, of course. They built it into the salary. That allowed Emre and his team to focus on what actually matters: --Resolution quality --Case prevention --Metrics that actually reflect what customers care about Morale improved. Incentives aligned. Everyone wins because service, not volume, was thefocus. This kind of leadership puts people (both employees and customers) first. Sometimes, the best way to improve performance is to stop chasing it.

26

3 Comments

The metric most BPO clients obsess over is Average Handle Time. It is also the one most likely to mislead them. A short call that leaves the customer unsatisfied costs more in repeats, escalations, and churn than a longer call that fully resolves the issue. At Sixeleven, we pushed our US retail clients toward First Contact Resolution as the anchor metric. The brands that made that shift saw fewer repeat contacts within 30 days — every single time. Measure what actually closes the loop, not what makes the dashboard look clean. #BPO #CustomerExperience #EcommerceCX

13

1 Comment

🤯 How many insights are you losing every day? What happens when the best idea from your sales call, Slack thread, or team meeting just… disappears into the noise? I sat down with Zulfiya Forsythe (Akbarova) CPA of Omadli Group, to tackle one of the biggest silent killers in business: THE Broken communication loop. 🧠 We talk about: ✅ How AI can capture, organize, and actually make sense of the endless messages, notes, and conversations ✅ Real-life ways AI is transforming hiring, from reviewing resumes to summarizing interviews (yes — so clear a 5-year-old could read it) ✅ Where humans still matter: context, nuance, and making sure AI output isn’t garbage 💬 Communication gaps cost companies more than bad strategy ever will. This episode will show you how to plug those leaks — and free up time for work that actually moves the needle. 🎧 Listen here: 👇 #AI #BusinessCommunication #founderlife #ceo #customerexperience

11

4 Comments

🚀 Looking to build your next big app idea? Montana is emerging as a growing tech destination, home to innovative mobile app development companies delivering smart solutions in SaaS, AI, fintech, healthcare, and custom software. 🇺🇸📱 Here are the Top 10+ Mobile App Development Companies in Montana (2025) helping businesses scale with modern, secure, and high-performance apps! 💡🚀 #appdevelopment #montanatech #mobileapps #TechInnovation #AppDevelopers #USATech #softwaredevelopment #digitaltransformation #futureofapps #topappcompanies #appdevfirms

1

Modern insurance experiences start with a platform built to scale. 🛡️ Goosehead Insurance partnered with iMedia inc to upgrade from Kentico Xperience 13 to Xperience by Kentico SaaS, creating a streamlined digital experience built for growth. Simplified quote flows, agent search by ZIP code, and franchise inquiry tools make it easier for customers to find the right coverage while supporting Goosehead’s expanding network. See how the team modernized the digital experience 👉 https://lnkd.in/d2naKEnQ #XperienceByKentico #Insurance #DigitalExperience #UXDesign  

19

Client Fit Matters Not every client is a good fit for every BPO. And that’s not a weakness — it’s a safeguard. Delivery breaks down when: • expectations are unclear • ownership is fragmented • success metrics change weekly Strong outcomes require alignment before execution begins. At Startups BPO, client fit isn’t a sales filter. It’s a delivery requirement.

3

Hey #ContactCenter and #CustomerExperience friends. Happy Monday! Well, everything is speeding up and there are more changes than any one person can keep up with! Here is today's focus: - FCC Proposals to keep US jobs and why AI will be forced upon you if they pass - Ongoing AI momentum in the space based upon analysts - Broader trends - CAIO appointed #AIReadiness is not an option! As always, I appreciate you and your feedback...now get back to work! 🙏 Cloud Tech Gurus Darren Prine Christa Heibel Adam Boelke Gina Gibson Milan Batinich II C Pete Conner MS, CCCM John J. Ruby Cynthia Romero-Carrese Martin Hobratschk

33

10 Comments

Stop stacking third-party tools! Convoso CEO Nima Hakimi highlights the competitive edge of having the Ignite solution built right into the dialer engine. 👇 Through split testing, customers are seeing significant uplifts in contact rate from 10% to 50% compared to standard solutions. That minimum 10% difference is a major win when you're making thousands of calls. ➡️ Watch the full discussion with John Golden on SalesPOP! for more insights. #ConvosoIgnite #SalesTechnology #OutboundSales #ContactRate #Dialer

11

2 Comments

I highly recommend using video calls to build better relationships with your virtual staff as it can make a significant difference compared to messaging or audio calls. While video calls may not be practical for large teams, it can work wonders for smaller teams working directly under you. Stay connected for more tips on managing remote teams! #businessgrowth #outsourcing #outsource #philippines #virtualstaff #virtualassistant #virtualassistantph #remoteworker #businesstips #teambuilding #videocall #videoconference #teambuilding

1