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PODCAST

Next in Queue

Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe. From CEOs to the frontlines, there are lessons and insights in every episode.

business

All Episodes

00:52:35

What It’s Like featuring Dr. Natalie Petouhoff

Next in Queue ·

2023/09/15

Everlast gained fame as the lead vocalist of the Irish-influenced hip-hop group House of Pain in the early 90s with their infectious hit, Jump Around. But by 1998, House of Pain had disbanded and Everlast, now nearly 30, took on a new persona for his solo career – Whitey Ford. His first hit single, What It’s Like, was more than just a musical departure from the up-tempo rock/rap anthems of his youth - it was a lesson in empathy. Dr. Natalie Petouhoff believes business leaders often don’t know “What

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00:55:18

Chain-o'-Command featuring Ron Holt

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2023/09/08

In 1986’s Odd Jobs, Max (played by Paul Reiser) gets his feet wet in the moving business while partnered with a veteran of the industry, Wylie. In this scene, his very first day on the job, Wylie makes it clear that this partnership is more of a dictatorship. After realizing the only moving company option, which is also mob-owned, provides horrendous service, Max and three friends see an opportunity to start their own moving company. Eighties hilarity ensues. Ron Holt also saw an opportunity to

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00:55:29

How Do We Do That featuring Jan Young

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2023/09/01

Taking a new product to market is rarely easy. Just ask Walter White. Our role in that is often unpredictable. Afterall, Walter was a chemistry teacher before his entrepreneurial escapades on Breaking Bad. He had to learn a lot of new skills to become successful in an entirely different industry. Jan Young got her start in tech before the dot com bubble burst as a project manager. After moving from New York to Los Angeles, she had stints in marketing, sales and account management, product

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00:53:04

Jump the Queue - Looks Good On You Though featuring...

Next in Queue ·

2023/08/30

While golf fashion is significantly more toned down these days, it was once a world filled with loud prints and wild colors. And perhaps no character personified loud and wild in the golf world quite like Rodney Dangerfield’s character in 1980’s classic film, Caddyshack. In this scene, after making fun of a particular trilby in a golf shop, he sees Ted Knight’s character wearing the exact same hat. No stranger to golf or brightly colored clothes and hats, Nate Brown blossomed when he found the

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00:45:52

You’ve Got to Know When to Hold ‘Em featuring Tino Engel

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2023/08/25

The 1978 hit, The Gambler, by Kenny Rogers tells the story of a chance meeting with gambler who offers his outlook on life using poker metaphors in exchange for a drink of whisky. In the gambler’s mind, every situation requires decisions because life itself is a gamble. To play it well, you must choose wisely, take a few risks, and not dwell on inevitable losses. Following a chance introduction to poker at a party, Tino Engel took his own gamble and began his journey as a professional poker

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00:46:03

We’re Not Gonna Take It featuring Michael Podolsky

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2023/08/18

Dee Snider, the frontman for Twisted Sister, “wanted to write an anthem for the audience to raise their fists in the air in righteous anger” and the result was the transcendent hit, We’re Not Gonna Take It. Over time, the song took on new meanings. In 1985, a year after its release, it meant fighting censorship attempts by the Parents Music Resource Center (PMRC) and led to Dee Snider testifying before the US Senate. More recently, in a somewhat ironic twist, striking teachers in Oklahoma belted

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00:43:10

Blame Canada featuring Mike Aoki

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2023/08/11

In South Park: Bigger, Longer & Uncut, Kyle’s mom, Sheila, makes Canada the scapegoat for the bad behavior of South Park’s children. But if Kyle’s mom were to find a scapegoat today, it would likely be Artificial Intelligence rather than America’s friendly neighbor to the north. It’s hard to go a single day without hearing about how AI will automate everything, including contact center jobs. One Canadian who’s not scapegoating the role of AI in the contact center is Mike Aoki. A survivor of the

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00:40:04

The Color Of This Pen Is featuring Nick Glimsdahl

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2023/08/04

Liar Liar imagined an attorney who could only tell the truth for an entire day. In this scene, he’s attempting to use all his willpower to simply lie about the color of a pen. This 1997 Jim Carrey film makes us wonder – what if marketers had to do the same? Nick Glimsdahl, host of Press 1 for Nick and Director of Contact Center Solutions at VDS, thinks they would tell a very different story. We discuss: • The State of Customer Service Today • How organizational measures get in the way

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00:33:13

I Can featuring Sean Ilenrey

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2023/07/28

The 2003 hit, “I Can” by Nas may have been aimed at children, but the message of hard work to achieve your dreams is relevant to anyone still involved in that pursuit. Success is a product of hard work, practice, and recognizing and taking advantage of opportunities, particularly stretch opportunities. Sean Ilenrey went from a homeless high school dropout to an award-winning executive in tech and keynote speaker. Turning his life around inspired him to help other professionals achieve their own

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00:43:58

I’m Not Your Ordinary, Everyday Fool featuring Rick...

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2023/07/21

Clark W. Griswold is not your ordinary, everyday fool – he’s an exceptional fool and one who loves travel. Whether it’s California’s Walley World, Europe, or Las Vegas, Clark has experienced a lot as a customer while traveling with his family. In this scene from 1983’s National Lampoon’s Vacation, Clark is experiencing was could have been a “relationship restoration” moment that could have cemented his loyalty for life. Rick Denton can tell you about successes in a moment like this as well as

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00:47:20

Be Curious Not Judgmental featuring Ashna Patel

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2023/07/14

I may be biased, but this scene from Ted Lasso may be one of the best scenes in recent television history. Aside from reminding us how food can transport us back in time, it more importantly reminds us to always be curious. Asking questions is a skill we learn very early in childhood – particularly ones that begin with “Why?” But that curiosity is often stifled by the desire to appear informed, smart, and competent, particularly in the workplace. Ashna Patel refuses to abandon that curiosity

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00:32:51

Jump the Queue featuring Emma Lo, Tino Engel, and...

Next in Queue ·

2023/07/11

2500 years ago, before Socrates, Plato, and Aristotle, the Greek philosopher Heraclitus observed the ever-present state of flux in everything. His philosophy on how everything flows is often paraphrased (or misquoted) as, “The only constant in life is change.” On this episode of Jump the Queue, we’re exploring transitions. Emma Lo started out as a cancer researcher in Taipei, Taiwan, moved to Canada, and then discovered what she really liked was interacting with people going through transitions

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00:52:01

Okay Campers Rise and Shine featuring EJ Kritz

Next in Queue ·

2023/07/07

Being an agent in a contact center can sometimes feel like Groundhog Day. You take call after call every shift and most of them sound like the calls you took the day before that, and the day before that, and the day before that. Of course, not everyone can thrive in that kind of environment. I mean, Bill Murray spent 12,395 days repeating the same day over and over, but he had no choice in the matter! Contact Center agents most certainly have a choice, so it’s critical to hire people who

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00:46:01

Are You Experienced featuring Dan Gingiss

Next in Queue ·

2023/06/30

If you’ve never seen it, watch footage of Jimi Hendrix at the Monterey Pop Festival in 1967. Then you’ll understand why his band was called The Jimi Hendrix Experience. Their debut album – Are You Experienced? – was an immediate success, both critically and commercially. But it was Jimi’s stagecraft, a revelation to mostly white Greenwich Village audiences where he emerged as a star, that cemented the “Experience.” This craft had been honed while touring the incredibly demanding Chitlin'

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00:45:06

Inconceivable featuring Neal Topf

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2023/06/23

While the Princess Bride featured more famous quotes, Iñigo Montoya questioning Vizzini’s use of “Inconceivable” is not only memorable, but relatable in the business world when we hear terms used over and over in ways that may not be appropriate. While it’s not “inconceivable,” Neal Topf, President of Callzilla, has his own industry term that makes him feel like Iñigo Montoya every time he hears it in the wrong context. But our conversation isn’t about semantics – it’s about the realities of CX

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00:50:18

I Know Kung Fu featuring David Wentworth

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2023/06/16

We’re still a long way from learning Kung Fu in seconds like Neo did in The Matrix, but learning technology has come a long way over the past decade. With the impending launch of Apple Vision Pro, and the recent impressive advances in Generative AI, is learning on the cusp of something completely different from what’s come before it? David Wentworth, spent nearly 2 decades as a learning technology analyst before recently joining Schoox, a workplace learning platform. We discuss: · Why

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00:51:02

I'm Good Enough I'm Smart Enough featuring Casey Klein

Next in Queue ·

2023/06/09

Daily Affirmations with Stuart Smalley mocked the self-help industry, but there have been numerous studies affirming a wide array of benefits of both self-affirmations and words of encouragement from others. Casey Klein isn’t a self-help guru, but he is thinking about ways to make life in the contact center better for agents. Among those ideas is using data to intervene and provide encouragement when agents have emotionally difficult calls. We discuss: · Why contact centers

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00:51:02

I Would Rather Work for Chuck E. Cheese featuring...

Next in Queue ·

2023/06/02

While the disdain Parks and Recreation’s Ron Swanson has for government is played for laughs, his view of government being inefficient and a lousy place to work is shared by many Americans. But what if government inefficiency and employee dissatisfaction are, in part, because the software tools available to government employees haven’t kept up with the private sector? What if Ron Swanson experienced government tools the same way he experienced bacon and eggs? These are the kinds of questions

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00:40:53

We Don't Take No for an Answer featuring Jim Tincher

Next in Queue ·

2023/05/26

In 1995’s Tommy Boy, Tommy Callahan used a story (rather unsuccessfully) to paint a customer experience, in this case, a B2B2C (Business to Business to Consumer) customer experience. His effort left more than a little to be desired. While stories can be an effective way to present the Customer Experience, Jim Tincher learned long ago that stories aren’t enough. After cutting his teeth in CX at Best Buy, he fell in love with B2B CX and eventually wrote a book on the subject titled Do B2B Better:

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00:51:28

The World Ain’t All Sunshine and Rainbows featuring...

Next in Queue ·

2023/05/19

Creed II was the 2018 installment of the Rocky “legacyquel” and in this moment, Rocky is about to take Adonis Creed to the middle of nowhere to begin training for his rematch against Viktor Drago. Because the variables have changed, Rocky knows that Adonis needs to make big changes to achieve the success he’s grown accustomed to. Kristi Faltorusso is an award-winning Customer Success Executive, and she has watched Client and Customer Success teams around the world (and on her own team) shrink –

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211 results

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