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Squaretalk Podcast

Innovating the Payment Experience | Squaretalk Podcast Ep. 1

Damyana Gramatikova

• 1 min read
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Squaretalk Podcast Episode 1 cover with Elie Rubin of Squaretalk and Lawrence Tepperman of Berkeley Payment

In the first discussion in the Squaretalk Podcast series, host Damyana Gramatikova sits down with Lawrence Tepperman, CEO of Berkeley Payment, and Elie Rubin, CEO of Squaretalk. They discuss where customer service is heading as more of it runs on AI and how the two companies started working together.

In this episode, you'll learn:

  • How the partnership began and why Berkeley ultimately chose Squaretalk for its communications provider.
  • What Berkeley looked for in terms of omnichannel support, rollout schedule, and vendor roadmap.
  • Importance of context in AI-to-human handoffs in all customer interactions.
  • Benefits of implementing big changes over small continuous improvements.
  • Lawrence's predictions for what the future of contact centers looks like.
  • What self-checkout teaches us about automation.

About our guest

Lawrence Tepperman is the CEO of Berkeley Payment, a payments provider founded in Toronto in 2005. The company operates on the issuing side of payments, helping companies, governments, and NGOs send and spend money across the United States and Canada. Berkeley runs around 500 concurrent programs and operates four contact centers serving customers in English, French, and Spanish.

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