Melhores podcasts sobre Contact Center (2024)

1
2024 in review 20:40

2d ago20:40

20:40

Summary In this conversation, Amas Tenumah and Bob Furniss reflect on the year 2024 in customer service, discussing persistent challenges in contact centers, the evolution of work-from-home practices, and changing customer expectations regarding returns. They also share personal anecdotes about memorable holiday gifts and emphasize the importance o…

1
Episode 29 | How to Overcome the Challenge of Cultural Differences with Your BPO Partners 24:43

10d ago24:43

24:43

Karla Kannan, SVP of Customer Experience at Karla Kannan Leadership Solutions, shares her insights on navigating cultural differences and challenges in outsourcing. She highlights the importance of empathy, situational awareness, and ongoing training for service agents. She also explores how BPOs enhance scalability, financial efficiency, and cultu…

1
Humans vs Policy 17:25

6d ago17:25

17:25

Summary In this conversation, Amas Tenumah and Bob Furniss discuss various themes surrounding customer experience, particularly in the context of recent tragic events and the impact of societal anger on service interactions. They explore the quality of food at conferences, the implications of a recent murder related to healthcare dissatisfaction, a…

1
Episode 28 | Where Contact Centers Are Still Missing the Mark 24:51

24d ago24:51

24:51

Darcy Perry, Customer Experience Manager at Franke Group, shares her journey from early customer service roles to managing contact centers, highlighting lessons learned from healthcare and emergency services. She emphasizes the pivotal role of contact centers in business success, addressing challenges like turnover and employee engagement with empa…

1
Episode 27 | How to Align 69 Different Internal Entities to Achieve Great Customer Success 30:22

24d ago30:22

30:22

Gary Yorke, Executive Director of Customer Experience at the City of Toronto, shares his approach to integrating 69 city entities to enhance service standards. By prioritizing empowerment, psychological safety, and data-driven strategies, Yorke transformed the customer experience without additional budget. He emphasizes the value of transparent com…

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Episode 26 | The Whys and Hows of Reverse Engineering Customer Support 30:27

1M ago30:27

30:27

Bennett Potter, Director of Customer Experience at Fullsteam, shares insights on blending historical theology and tech to improve customer experience. He focuses on research-driven strategies, highlighting the need to address inefficiencies in core activities and understand root causes without bias. Bennett’s methods of process simplification and c…

1
What's Next for Contact Centers? Leadership, CX, and AI Insights: Colleen Beers 1:06:05

1M ago1:06:05

1:06:05

In this episode of First Contact: Stories of the Call Center, we sit down with Colleen Beers, a dynamic leader with over 20 years of experience in transforming the contact center and CX industry. From her journey from a call center agent to a top executive, Colleen shares invaluable insights on leadership, employee empowerment, and the future of cu…

1
Episode 25 | Essential Insights on the Contact Center Nudging Strategy 26:22

2M ago26:22

26:22

Christian Hörnebrant, Customer Experience Manager at Telia, shares his innovative approaches for modernizing contact centers. He details his “contact center nudging strategy,” which leverages incremental changes to improve customer experience and service conversions. He also emphasizes integrating technology with empathy for personal, consistent in…

1
Episode 24 | Building Customer Service from the Ground Up 32:19

2M ago32:19

32:19

Chris Rojas, Head of U.S. Customer Service at Raisin, shares insights on transforming customer support teams from cost centers into value creators. He discusses building customer-centric operations, aligning stakeholders on service goals, and leveraging qualitative and data-driven approaches. He also highlights AI’s role in empowering agents, not r…

1
Empowering Women and Event Success in Lead Generation: Sara Malo 58:58

2M ago58:58

58:58

In this episode of First Contact: Stories of the Call Center, host Christian Montes sits down with marketing trailblazer Sara Malo to discuss her inspiring journey and her role in transforming the lead generation industry. As VP of Partnerships at Lead Generation World, President of LinkUnite, and a leader at Contact.io, Sara shares her experiences…

1
Why Hybrid work is so hard to manage 16:22

3M ago16:22

16:22

Summary In this episode, Amas and Bob discuss the complexities of hybrid work, particularly in the context of contact centers. They explore the evolution of remote work, the challenges of engaging employees in a hybrid environment, and the strategies leaders can implement to ensure success. The conversation highlights the importance of digital comm…

1
Episode 23 | Amazon’s Lessons from Adopting Customer Obsession as a Core Principle 27:39

3M ago27:39

27:39

Vivian Malandrin, Senior Manager of Customer Experience at Amazon Brazil, explains how customer obsession fuels Amazon's continued success. She emphasizes the company’s strong culture and leadership principles that prioritize customer needs. She also describes how real-time feedback and anecdotes drive innovation and improvements. “Customer obsessi…

1
Episode 22 | Must Have: Entrepreneurial Lessons for CX Leaders 28:45

3M ago28:45

28:45

Thomas Lehner, Director of Global Support and Operations at Spryker, shares his journey from entrepreneur to global leader in customer experience. He emphasizes the role of an entrepreneurial mindset in fostering innovation, sustainable value, and effective feedback loops for continuous improvement. He also discusses the importance of aligning prod…

1
Is training the problem? 16:37

3M ago16:37

16:37

**Key Highlights:** 1. **Introduction:** - Bob enjoys the banter with Amas about customer service challenges. 2. **Sister's Experience:** - Amas shares a story from his sister about difficulties in returning items, highlighting widespread customer service frustrations. - Discussion shifts to training as a core issue in service quality. 3. **The Tra…

1
Building a Customer-Centric Culture: Annette Franz 58:31

3M ago58:31

58:31

In this episode of First Contact: Stories of the Call Center, Christian Montes sits down with customer experience (CX) expert Annette Franz to explore the vital connection between employee experience (EX) and delivering exceptional CX. Annette shares her insights on building a customer-centric culture, effective journey mapping, and the role of dat…

1
Attrition and loneliness 17:12

3M ago17:12

17:12

**Podcast Summary: Tackling Contact Center Attrition** In this episode, Amas and Bob dive into the persistent challenge of attrition in contact centers. They reminisce about Amas's experience running a center in the mid-2000s, where the attrition rate hovered around 7-9%. Surprisingly, even after 15 years, the current rate remains about the same. T…

1
Episode 21 | Why Your Board Should Invest in Your Contact Center 38:25

4M ago38:25

38:25

Anne-Sophie Engert, Head of Customer Care and Conversion at Sonova, stresses why boards should invest in contact centers by showcasing their potential to drive profits through superior customer experience. She explains that metrics such as CSAT, NPS, and repeat purchase rates measure success and demonstrate the financial return on investing in cust…

1
Episode 20 | What to Learn from Fortune 100 Customer Success Strategies 24:11

4M ago24:11

24:11

Shareth Ben, Chief Customer Officer at Apptega, shares insights on executing customer success strategies in large organizations. He emphasizes the role of change management, internal collaboration, and data-driven decision-making in driving competitive advantage. He also highlights the importance of aligning internal processes to enhance customer o…

1
The future of knowledge 19:39

4M ago19:39

19:39

In this episode, Amas and Bob dive into the ongoing struggle with knowledge management in contact centers—a problem that's been around since the Clinton administration. Despite years of technological advancements, knowledge management remains a significant challenge, with many customer service representatives still struggling to find the right info…

1
Episode 19 | Why Contact Centers are Still Fundamentally Flawed in 2024 32:32

4M ago32:32

32:32

Neal Dlin, Founder of Chorus Tree and the VP, Customer Service Experience at Aviso Wealth, critiques the outdated practices of 2024 contact centers, advocating for a shift from a manufacturing-based model to a human-centered approach. He stresses the need to understand employees and customers as individuals, challenges outdated KPIs, and underscore…

1
Value of In person events 7:32

4M ago7:32

7:32

***Episode Highlights:** 1. **In-Person Events vs. Online Meetings:** - Amas and Bob discuss the value of attending in-person events in an era dominated by virtual meetings. They argue that face-to-face interactions foster deeper connections, networking, and learning opportunities that virtual settings can't fully replicate. 2. **The Importance of …

1
The Loneliness Epidemic - How CX Can Bridge the Gap: Nate Brown 52:13

4M ago52:13

52:13

🎧 In today’s episode, Nate Brown shares his expert insights on leveraging customer-centric models and community to boost brand loyalty. Learn how integrating digital communities can transform customer interactions and feedback into a strategic advantage for your business. Nate discusses the crucial role of transparency and co-creation in deepening …

1
Episode 18 | Why You Shouldn’t Be Obsessed with CSAT 22:28

4M ago22:28

22:28

Michael Fulvio, Director of Customer Experience at SNIPES, advises against the usual focus on Customer Satisfaction (CSAT) as a KPI. He stresses using diverse data points like incident rates, first reply times, and fulfillment metrics to address customer issues, improve operations, and drive revenue, thus enhancing the customer experience. By broad…

1
Episode 17 | CX Leaders: How to Help Sales Close Larger Deals? 28:34

4M ago28:34

28:34

Neelam Sandhu, Former Chief Elite Customer Officer, Chief Marketing Officer, & SVP Sustainability, shares insights on transforming sales strategies to focus on customer success. She discusses aligning sales with customer-centric approaches, the impact of technology on relationships, and key strategies for long-term engagement. Prioritizing customer…

1
Contact center leadership post covid 18:26

4M ago18:26

18:26

In this episode of the Contact Center Show, co-hosts Bob Furness and Amas reconnect to discuss the evolving landscape of contact centers, focusing on the challenges faced by agents in today’s complex work environment. They delve into the increasing isolation that many agents experience, particularly with the rise of remote and hybrid work models. A…

1
Episode 16 | Falling Behind on the Latest CX Tech Stack? 32:27

5M ago32:27

32:27

In this episode, Craig Stoss, a Customer Experience Consultant with over 25 years of experience in the CX industry, explores the complexities of navigating the latest CX tech stacks, emphasizing the need to align technology with customer value. He discusses the impact of AI, analytics, and decision-making tools, highlighting their role in shaping a…

1
Can AI fix the call center agent experience? 14:01

5M ago14:01

14:01

Welcome back to the Contact Center Show! Amas and Bob kick off a new season with a dynamic conversation about the state of contact centers and the experiences of contact center agents. **Amas:** "Bob, it’s so good to see you again. How have you been?" **Bob:** "I’m doing well, Amas. It’s great to be back in front of the mic." The duo dives into the…

1
Episode 15 | Why Do CX Leaders Fail? 22:41

5M ago22:41

22:41

In this episode, Lisa Del Fabbro, Customer Experience Manager of Lamour, explores the evolving role of CX leaders. She highlights the importance of listening to agents, data-driven decision-making, and AI integration. Del Fabbro stresses that agents' insights are vital for effective CX strategies, ensuring leaders stay connected to the customer’s f…

1
Episode 14 | Transforming Contact Centers with a Servant Challenger Mentality 26:30

5M ago26:30

26:30

In this episode, Nate Brown, Co-Founder of CX Accelerator, explores the servant challenger mentality in customer service, stressing the fusion of service and innovation. He champions a mindset where organizations meet and exceed customer expectations by fearlessly questioning norms. Nate emphasizes that embracing this approach is about satisfying c…

1
The JEPPP Philosophy: Milan Batinich’s Guide to Professional Fulfillment 1:01:26

5M ago1:01:26

1:01:26

Join us for an enlightening episode of First Contact: Stories of the Call Center, featuring Milan Batinich, a dynamic speaker, coach, and entrepreneur dedicated to helping individuals discover joy, energy, passion, peace, and purpose—what he calls 'JEPPP'—in their careers. Milan brings a wealth of experience from operational and sales roles across …

1
Episode 13 | CX Revenue Engine: How to Delight Your Way to Growth 31:41

5M ago31:41

31:41

Sri Velamoor, Vice President of Global Support and Product Enablement at Workiva, discusses the importance of customer experience as a revenue growth driver. He emphasizes the necessity of addressing customers' emotional needs by aligning his concepts with Maslow’s hierarchy of needs. He also illustrates how exceptional customer experience can give…

1
Will AI Kill the contact center? 15:36

5M ago15:36

15:36

Podcast Summary: The Future of Contact Centers with Amas and Bob Hosts: Amas and Bob Topic: The evolving landscape of contact centers and the impact of AI technology. Key Points: Introduction: Amas and Bob reunite to discuss the future of contact centers, emphasizing their long-standing involvement and passion for the industry. Industry Predictions…

1
Episode 12 | Why Humans Outshine AI in CX Leadership 21:43

5M ago21:43

21:43

Andreas Janssen, CEO at Blauband GmbH, discusses human intelligence in customer support on the Contact Center Prospectus podcast. He stresses AI's role in enhancing processes but emphasizes human agents' irreplaceable abilities in personalized customer experiences. He also highlights customer support's strategic value for growth and satisfaction, u…

1
Episode 11 | Retail Online and In-Store CX Trends for 2024 28:07

6M ago28:07

28:07

Chancy Chen, Head of Omnichannel Customer Experience at T&T Supermarket, explores the evolution of omnichannel experiences in retail, emphasizing the shift in consumer behavior during and after the pandemic. He highlights the importance of a seamless approach to customer service, transforming it from a cost center to a revenue generator. He also de…

1
Episode 10 | Delivering Results: Becoming the Highest Voice of Authority 22:36

6M ago22:36

22:36

Madelene Motin, Head of Customer Service at STRONGER, shares her extensive experience in customer service. She explains how customer service can evolve from a cost center to a growth driver. She shares examples of leveraging customer feedback, proactive strategies, and cross-department collaboration. She also highlights transforming customer servic…

1
Episode 9 | CCOs: Flipping BPO Quality Perceptions On Its Head 24:46

6M ago24:46

24:46

Steve Kaay, Contact Center Consultant at Kaay Enterprises LLC and an industry veteran with 30+ years, challenges the belief that outsourcing diminishes quality. He advocates for outsourcing's potential to enhance customer interactions by selecting the right BPO partner and investing in agent training. He also stresses the importance of culture and …

1
Episode 8 | Contact Centers: Accountability and Positive Impact on P&L 23:12

6M ago23:12

23:12

Harini Gokul, Chief Customer Officer at Entrust, discusses how contact centers drive growth and impact the business's bottom-line revenue. She emphasizes customer engagement and proactive problem-solving and challenges the view of contact centers as cost centers. She also discusses changing mindsets, the importance of agent turnover, AI's impact on…

1
Episode 7 | CCOs: Tackling Systematic Resistance to Accepting Subpar Performance 30:03

7M ago30:03

30:03

Pat Ferdig, Chief Customer Officer at 441 Locals, highlights the need to address systematic resistance to sub-par performance. He points to the crucial role in driving growth and advocates reframing contact centers as pivotal to company expansion, not just cost centers. He stresses a human-centric approach, including listening to agents and integra…

1
Episode 6 | CCOs: Turning Contact Centers into a Competitive Advantage 33:04

7M ago33:04

33:04

In this episode, Tracey Virtue, Chief Customer Officer at NEOGOV, highlights transforming contact centers into a competitive edge, primarily as vital customer feedback sources for other departments. With a wide range of her experiences within other departments, Tracey underscores contact centers' holistic impact, aiding organizational growth. She s…

1
Transformative Leadership: Harnessing AI and EQ for Better Customer Interactions: Thomas Paley 59:31

7M ago59:31

59:31

In this episode of "First Contact: Stories of the Call Center," Christian Montes interviews Thomas Paley, Director of Corporate Telecommunications and Contact Center Services at Hilton Grand Vacations. Thomas discusses his leadership philosophy, highlighting the importance of emotional intelligence, team empowerment, and soft skills. He also explor…

1
BPO Excellence: Employee Retention, Engagement, and a People-First Mindset: John Coulter 48:37

7M ago48:37

48:37

In this podcast episode, we sit down with John Coulter, Vice President of Call Center Outsourcing Services at Five Star Call Centers. With over a decade of experience in the industry, John has been a trailblazer in transforming call centers into key drivers of business growth and customer loyalty. He shares his journey from starting on the phones t…

1
Episode 5 | Creating Contact Centers that Directly Impact Company Performance 34:44

8M ago34:44

34:44

Lauren Volpe, Chief Customer Experience Officer at Zip Co, emphasizes reframing contact centers from cost centers to value-added assets, highlighting AI's impact on enhancing the experiences of agents and customers. She shares insights from testing AI applications, stresses clear communication about AI benefits with agents, and underscores data ana…

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Episode 4 | CCOs: Why Advocate for Downward CSAT Trends 26:05

8M ago26:05

26:05

Candace Wallace, Chief Customer Officer at Relias, discusses the importance of putting the customer at the center of contact center scaling and the role of self-service in meeting customer needs. She emphasizes the need for personalized experiences based on data analysis and customer feedback. Wallace also explains why downward trends in metrics li…

1
Episode 3 | Creating the Ideal Hybrid Customer Happiness Team 26:47

8M ago26:47

26:47

In this episode, Gemma DePalma, COO of Foria, stresses the significance of forming a well-rounded hybrid customer happiness team. She underscores the importance of integrating this team with other departments like marketing and operations. Gemma offers insights on empowering the team to transform negative experiences, the importance of active liste…

1
Speed of Business, The ROI of Empathy and Innovation in CX: Jay Baer 1:01:08

8M ago1:01:08

1:01:08

Join us for an enlightening discussion with Jay Baer, a pioneer in customer experience and digital marketing, now turned tequila influencer. This episode explores pivotal themes shaping the future of customer service and business strategy. Jay offers a wealth of knowledge and practical advice on accelerating business responsiveness, leveraging empa…

1
Episode 2 | The Frictionless Customer Experience 28:27

9M ago28:27

28:27

Patrick Martin, Coveo's EVP of Customer Experience, delves into crafting a seamless customer journey. He stresses consistency across touchpoints, directly impacting a company’s bottom line. Martin draws from a PwC study, highlighting the costs of subpar experiences and the need to adapt to evolving customer demands. AI's integration in service, alo…

1
Episode 1 | Transforming Contact Centers: From Cost to Value Centers 31:10

9M ago31:10

31:10

Florian Schroeder, Head of Customer Success at Stepstone, discusses transforming contact centers from cost to value centers. He explores the importance of managing the customer journey, the collaboration between customer success, sales, and leadership, agent turnover, and the impact of contact centers on revenue and the organization's success. Flor…

1
Feeling the Future: Emotion AI & Conversation in Call Centers: Josh Feast 56:21

10M ago56:21

56:21

Tune in as we sit down with Josh Feast, the innovative mind behind Cogito, to discuss the transformative impact of technology on human emotions and connections within the fast-paced world of call centers. Josh shares invaluable insights into the development and application of AI and real-time guidance systems, the essence of effective leadership in…

1
Transforming Contact Centers through Servant Leadership and Innovation: Frank Mona III 52:31

11M ago52:31

52:31

This is episode 1, Season 5 of First Contact Podcast: Stories of the Call Center! We're thrilled to bring you an incredible journey into the heart of customer service, with our special guest, Francis, a visionary leader with over 30 years of groundbreaking experience in the contact center industry. Transforming Contact Centers through Servant Leade…

1
The customer Happiness show 14:19

12M ago14:19

14:19

Bob, it has been a while since we have talked to the contact center show audience, and there are some rumors that I want to put to bed. Bob, the word on the street is we got rich and famous and we stopped putting out new show. I've gotten some responses from our fans. Can you put these rumors to bed? What actually happened here? Bob Well, as you ca…

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