Bart N. Miller CEO & Owner, Centrinex

I started Centrinex with just four customers and seven employees. From the beginning, I have promoted from within for operational roles, ensuring that the Centrinex culture is embedded throughout the organization. By cultivating talent internally, we maintain a unique culture that isn’t influenced by managers from other companies.

How do you stay motivated and continue to grow as a leader?

My motivation comes from a deep desire to improve the careers and lives of the people who work for me. While I’m personally happy, content, and comfortable, I understand that others in the organization aspire for more – for themselves and their families. I see it as my responsibility to help them achieve their goals.

Growth as a leader comes from observing how other leaders treat their teams, whether for better or worse. I often find inspiration in leaders who give everything to support their teams. Conversely, when I see a manager in another organization treating their team with disrespect or a lack of empathy, it reinforces my commitment to do more for my people. This focus on care and respect is reflected in the fact that the average tenure of our management team exceeds 12 years.

Can you provide an example of a difficult decision you’ve made as a leader?

In the past 20 years of owning this company, there have been three instances where I had to make the difficult decision to lay off employees, whether due to legislative changes or a downturn in business. Deciding who stays and who goes is never easy.

During these challenging times, I prioritized open communication with the remaining employees, ensuring they understood what happened and why these difficult decisions were necessary. I made personal sacrifices to demonstrate that we were all in this together. Unlike the typical approach where leaders protect their own interests, I wanted to make it clear that we would all share in both the burdens and the benefits. This was not just about survival; it was an opportunity for us to reset and rebuild together, ensuring that everyone who remained would be part of a stronger, more unified team moving forward.

What is your vision for your company’s future?

As of July 2024, Centrinex has entered into an agreement to be acquired by Covisian, the second-largest BPO in Italy. Covisian brings exceptional technological offerings that they currently provide to their clients in Europe and Latin America. I will continue in my role as CEO of the US Call Centre division, focusing on expanding the business significantly. My vision is to grow Centrinex’s revenue by five times over the next five years, leveraging Covisian’s advanced technologies and global reach to achieve unprecedented growth and success.

What role does technology play in your strategic planning?

Technology plays a crucial role in our strategic planning, especially as we look toward the future with Centrinex (soon to be Covisian CTX). While AI has become a buzzword in the industry, its true potential is often misunderstood or underutilized. We’re taking a different approach with our new generative AI product, which is set to transform the call center industry.

Our AI solution is designed to significantly enhance productivity, enabling agents to handle two or three phone calls simultaneously, increasing their efficiency by 30-40%. This technological advancement is not just about keeping up with industry trends; it’s about redefining how we operate and deliver value to our clients. By integrating this cutting-edge AI into our operations, we’re positioning ourselves to lead the market, improve customer interactions, and drive significant growth.

As we evolve into Covisian CTX, technology will continue to be at the heart of our strategy, enabling us to scale rapidly and meet the demands of a dynamic and competitive marketplace. Our focus on innovation ensures that we’re not just adopting technology, but also maximizing its potential to revolutionize our business and set new industry standards.

What are your personal and professional goals for 2024?

In 2024, my primary goal is to ensure a smooth and successful transition following our acquisition. Retaining key personnel is crucial during this period, so I am committed to maintaining open and transparent communication with my managers, directors, and executives.

I aim to clearly convey how this transaction will benefit them individually and the company as a whole. Listening to their concerns and addressing any issues they may have been a top priority. By fostering an environment of trust and collaboration, I want to ensure that we all move forward together, aligned with our shared goals.

On a personal level, my focus is on leading with empathy and understanding during this transition, making sure that every team member feels valued and supported. This will not only help retain top talent but also lay the foundation for our collective success in the new chapter at Covisian.

What trends do you foresee impacting your industry in the next few years?

The rise of AI in customer experience will significantly impact the call center industry over the next 3-5 years. Call centers will need to invest in AI technology or risk falling too far behind to remain competitive in the long term. AI offers a powerful opportunity to reduce costs, enhance agent productivity, and simultaneously improve customer satisfaction. However, the key to success lies in how companies integrate AI into the customer journey.

Organizations will need to implement AI thoughtfully and strategically to fully realize its benefits. Those that fail to do so may struggle to keep pace with industry leaders. Covisian CTX is well-prepared to lead in this space, with plans to leverage AI to optimize our operations and deliver superior customer experiences. By staying at the forefront of this technological shift, we aim to set new standards for efficiency and service quality in the call center industry.

“Our AI solution is designed to significantly enhance productivity, enabling agents to handle two or three phone calls simultaneously, increasing their efficiency by 30-40%.”

“Our AI solution is designed to significantly enhance productivity, enabling agents to handle two or three phone calls simultaneously, increasing their efficiency by 30-40%.”

“We’re taking a different approach with our new generative AI product, which is set to transform the call center industry.”