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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

00:47:13

The Continuing Evolution of Customer Feedback...

Next in Queue ·

2023/01/13

Have you ever had a customer experience that made you think, “There’s got to be a better way?” An over-priced oil change did that for Adam Alfia and it led to him opening his first company. His entrepreneurial spirit led to a variety of businesses, including a concierge service and a variety of restaurants and night clubs. Increasingly, he realized customers stopped engaging when there were service issues and simply took to reviews to express their displeasure. Once again, he thought, “There’s got

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00:54:30

Lessons from the Trenches - Scaling Support Teams...

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2023/01/06

Nearly every startup wants to grow. At certain milestones of growth, however, the structure of customer support must change to successfully support the business. And while change is never easy, knowing what and when you’ll need to change as you scale can help smooth out the process. Over the past 13 years, Reagan Helms has grown from the solo support agent in a start-up organization with less than 10 employees to the Director of Customer Experience leading a support organization of 30 agents. This

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00:42:26

Breaking the Stigma featuring Erika Taylor-Beck

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2022/12/30

There’s a tendency to see mental health issues through a different lens than physical health issues. Whether it’s depression, anxiety, PTSD, or neurodevelopmental disorders like ADHD, mental health challenges are often hidden from even close friends and family members. Because of the stigma around them and the fact that they often manifest with no outwardly visible signs, they are often not addressed until a breaking point with severe and potentially dangerous consequences. This week, I’m talking

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00:48:42

Is AI Creating Utopia or Dystopia featuring Boris Cergol

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2022/12/23

The chasm between the promises of Artificial Intelligence (AI) and the reality of what AI can accomplish is closing faster than ever. Whether it’s creating uncanny images, writing poetry, providing better information in a chatbot, writing code, or creating original video from text prompts, the output of AI is increasingly disrupting long-established domains relegated to humans. This week, I’m talking with Boris Cergol, the Regional Head of Data at Endava. He has spent over a decade in the AI and

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00:49:56

Reining in Costs Responsibly featuring Brad Cleveland

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2022/12/16

Perhaps you’ve heard the phrase, “The contact center is not a cost center.” The idea behind that is great contact centers drive customer loyalty and revenue by creating great experiences. But that doesn’t mean that they shouldn’t be efficient or that they should be immune to cost-cutting measures. Every company should be mindful of costs. But cutting costs for the sake of cutting costs can end up *costing* a lot more in the long run. To discuss how to cut costs responsibly, I talked with Brad

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00:47:00

How Likely Are You To Recommend featuring Steve...

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2022/12/09

NPS® (Net Promoter System℠ / Net Promoter Score℠) was originally designed for B2C (Business to Consumer) as a predictor of loyalty. After working at Satmetrix Systems, the originator of the research behind NPS®, Steve Bernstein helped found Waypoint Group to tackle how to use NPS® in a B2B (Business to Business) environment. B2B has a significantly different buying cycle (both in length and complexity) from B2C, and often, many stakeholders influencing the buying decision. Steve joins Next in Queue

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00:57:06

The Evolution of Remote and Hybrid Work featuring...

Next in Queue ·

2022/12/02

Remote work is not a COVID-era invention – it has been evolving for decades. But the COVID era forced many companies to adopt remote work with little preparation. Today, the debate rages inside companies – do we bring people back to the office? Do we continue with remote work? Is there a workable middle ground? Anne Bibb has spent the better part of the last decade advising companies on remote work strategies and this week, she joins Next in Queue to discuss: · How new remote work tools can

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00:44:25

Connecting the Dots - the Value of CX featuring Diane...

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2022/11/25

Customer Experience is impacted by the decisions companies make, the systems they build, and the people they hire. A fully formed CX strategy requires buy-in from the C-Suite because it affects every part of the business. To drive CX projects forward, practitioners need to be able communicate in “C-Suite Speak” to have an impact on the business. Diane Magers has worked with some of the most recognizable brands in the world and this week she helps us think about the ROI of CX and how to communicate

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00:50:24

Cooking Up a Better Company Culture featuring Jill Raff

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2022/11/18

Much like cooking, company culture is an art. It requires a lot of ingredients, time, and tools. But a culture with the wrong ingredients can leave a bad taste in everyone’s mouth. Growing up in a successful family business in the service industry, Jill Raff is very attuned to the importance of both Customer Experience (CX) and Employee Experience (EX) and has made her business to help companies with both. This week on Next in Queue, we touch on: · Why company culture matters · Visible signals of

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00:53:04

To Bot or Not To Bot featuring Jim Rowe

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2022/11/11

Chatbots are about as popular as cable companies, but every new technology needs time to mature. The continued evolution of Conversational AI (Artificial Intelligence) and NLP (Natural Language Processing) is making both “low-code” and “no-code” chatbot deployments successful, both from a customer standpoint and a business standpoint. But a successful deployment requires a solid strategy, appropriate measures of success, and great conversational design. This week, I talk with Jim Rowe, who has been

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00:51:29

Better CX through Better Surroundings with Claire Boscq

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2022/11/04

Employee Experience (EX) and how it relates to Customer Experience (CX) is a hot topic, but an often-overlooked aspect of EX is the workspace environment – layout, colors, scent, etc. As more and more people work from home, the environment these employees work in can become an afterthought. At the risk of sounding “woo-woo”, Claire Boscq set out to improve working environments (even if it’s also your home) by fusing traditional Feng Shui, neuroscience, and modern business principles like Maslow’s

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00:31:21

Redefining CX Through Sound with Jacobi Anstruther

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2022/10/28

AI (Artificial Intelligence) is deployed in a variety of ways in contact centers. But can AI improve hearing between customer and agent? Jacobi Anstruther, founder and CEO of IRIS Technologies, originally sought to improve F1 driver performance by inducing flow state through sound. This quickly shifted gears (!) to more low-hanging fruit: improving communication between driver and pit crew during races. As the pandemic began and the team migrated to remote work, Jacobi realized the technology he was

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00:54:38

Upping Your Contact Center Recruiting and Hiring Game...

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2022/10/21

Whether you believe in The Great Resignation or The Great Reshuffle, recruiting and hiring has become as important as ever. With an unmatched enthusiasm for the contact center business and over two decades of experience, Matt Beckwith shares insights on how to improve the recruiting and hiring process. We touch on: · Why recruiting and hiring is so important for contact centers · How Recruiting and Hiring has changed since the pandemic began · The biggest opportunity in contact center recruiting and

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00:36:55

How GigCX is Shaping the Future of Support featuring...

Next in Queue ·

2022/10/14

We’ve all heard of Uber. Maybe we know multiple people participating in what’s been dubbed the “Gig Economy,” whether it’s for Uber or some other type of gig work. Megan Neale founded Limitless in 2016 to help create the brand support model of the future – GigCX. While gig work is a significant trend in the workforce, GigCX is more than just workforce flexibility – it’s a way to leverage loyal customers who are experts in your platform to help other customers and get rewarded for doing so. We touch

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00:36:04

Bonus Episode: Next in Caffeinated CX featuring David...

Next in Queue ·

2022/10/10

David Powers, host of Caffeinated CX and CXO for Rooter Hero Plumbing, and Drew Gorringe, Contact Center Technology Consultant at C-lect Consulting, join this bonus episode to discuss the future of the Contact Center, including emerging technologies. Connect with David on LinkedIn - https://www.linkedin.com/in/davidjpowers2/ Connect with Drew on LinkedIn - https://www.linkedin.com/in/drewgorringeucaas/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu -

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00:42:08

Better Business Writing featuring Leslie O'Flahavan

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2022/10/07

While in high school, I was gifted a book titled 2000 Most Challenging and Obscure Words. I thought using some of those words made me sound smart. What they really did was get in the way of communication because the goal of communication is not to demonstrate knowledge. The goal is to be understood. An expert in effective business writing and advocate of the use of Plain Language, Leslie O’Flahavan joins me this week and shares skills and tips to write more effectively to achieve that goal. We touch

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00:40:08

Digital CX Transformation featuring Mark Levy

Next in Queue ·

2022/09/30

Mark Levy got into technology in the late 90’s – the early days of the internet. In the years that followed, he’s worked with some of the largest brands in the world on their Digital and CX strategies. It’s no surprise, then, that he’s an evangelist of improving the Digital Customer Experience (DCX). We touch on: · What Digital Transformation means · First Steps for Digital Transformation · How to measure the success of your digital transformation efforts · The role and future of Conversational AI ·

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00:38:30

Leading with Heart featuring Sandy Murphy of CXstomer

Next in Queue ·

2022/09/23

Sandy Murphy started her own offshore BPO in 2021 after years cutting her teeth in the industry. But she found her true purpose after Typhoon Rai (Odette) hit the Philippines in December of 2021 and impacted her team members. Her mission became to change the way customer engagement professionals are treated. We touch on: · How cloud-based systems have lowered the barrier to entry for starting a new BPO · How low overhead allows for higher agent pay · Hiring and promoting people who care · Leading

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00:42:40

Contact Center Coaching for Effortless Experience...

Next in Queue ·

2022/09/16

Amy Smith, VP of Effortless Experience at Challenger, has been involved in best practices research and implementation her entire career and has been focused on Effortless Experience implementation since 2016. We touch on: · What is (and what isn’t) coaching in the Contact Center · The barriers preventing effective coaching and how to overcome them · Communication Styles · Building a Coaching Competency Framework · Identifying behaviors and skills to develop · Developing Bench Strength · The most

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00:54:11

#51 - Dave Derington

Next in Queue ·

2022/09/09

Dave Derington’s started his career as an analytical chemist, but it was teaching people how to use computer systems used in the lab that really excited him. This led to a role known as Customer Support Scientist. He honed his customer experience skills hosting LAN party events in the early days of online gaming and eventually got hooked by video game design and how games “help us define the experience we want to have and iterate upon it.” He uses his deep understanding of gamification to design

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211 results

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