Next in Queue

Next in Queue will introduce you to people in and around the Contact Center and CX industries who share their stories and expertise.

Pay No Attention to the Algorithm Behind the Curtain featuring Dennis Wakabayashi

Pay No Attention to the Algorithm Behind the Curtain featuring Dennis Wakabayashi

In the 1939 film, The Wizard of Oz, Dorothy’s dog, Toto, pulls back a curtain to reveal the Wizard to be just an ordinary man, operating machinery that projects a gigantic, ghostly, and intimidating image of his face. The Wizard had built his reputation using technology that no one in the merry old land of Oz understood. Today, there’s a technology impacting Customer Experience that few understand – algorithms. My guest this week is Dennis Wakabayashi and he is on a mission to help people understand how marketing fits into modern CX and how technology is changing the landscape. This week on Next in Queue, we discuss: • The 3 Algorithms that shape CX • The fundamental change in Social Media marketing professionals need to be aware of • The surprising name that might become the next MySpace • How ChatGPT will change CX in unexpected ways • Where Revenue “Leaks” Occur in the Customer Journey • The CX Leadership Alignment Strategy that Works Connect with Dennis on LinkedIn – https://www.linkedin.com/in/denniswakabayashi/ Follow Dennis on Twitter – @CXCreator Visit the website – https://denniswakabayashi.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

Fight the Bias in QA featuring Ines van Dijk

Fight the Bias in QA featuring Ines van Dijk

In 1990, Public Enemy released “Fight the Power” from their third album, one of the most popular and influential songs in hip hop history: People, people we are the same No we're not the same 'Cause we don't know the game What we need is awareness, we can't get careless You say what is this? My beloved let’s get down to business Mental self-defensive fitness Don't rush the show You gotta go for what you know Make everybody see, in order to fight the powers that be The song is, among other things, a call to recognize and mitigate the bias that guides our decisions and attitudes. 30+ years later, our recognition of our own bias is still suspect and can impact basic functions of support and service organizations like Quality Assurance. My guest this week is Ines van Dijk and she is on a mission to build better quality programs and Fight the Bias along the way. This week on Next in Queue, we discuss: • The Strategic Purpose of QA (Quality Assurance) • 3 Common Types of Bias in QA • How AI can both Mitigate and Amplify Bias • Strategies for Mitigating Bias • The First Step to Building a QA Process Connect with Ines on LinkedIn – https://www.linkedin.com/in/inesvdijk/ https://qualityinsupport.com/reducing-bias-in-reviews/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

Support Data Supports CX featuring Craig Stoss

Support Data Supports CX featuring Craig Stoss

“Everybody lies.” Recently, I started re-watching the TV series House on Netflix. Probably the most famous quote and theme from the show is, “Everybody lies.” As diagnosticians, Dr. House and his team had to use the data presented to them to find the truth about what was really happening to their patients. Surveys may be the voice of the customer, but as Dr. House says, “Everybody lies.” But we have access to other forms of data to inform us about what’s happening with our customers. My guest this week is Craig Stoss, Director of CX Services at PartnerHero, and he believes organizations should use their customer support data to deliver the best possible experiences for customers. This week on Next in Queue, we discuss at: • 4 Types of Customer Data • The biggest challenge related to utilizing data • Quantitative vs. Qualitative Data • Next Issue Avoidance • Why Product Teams should listen to Support data Connect with Craig on LinkedIn – https://www.linkedin.com/in/cstoss/ https://www.stoss.ca/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

The Continuing Evolution of Customer Feedback featuring Adam Alfia

The Continuing Evolution of Customer Feedback featuring Adam Alfia

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 to be a better way.” How do you facilitate a dialogue between the customer and management in real time so issues can be resolved? This week on Next in Queue, we discuss at: • The most important lesson when dealing with customers • Why customers avoid engaging when there are problems • How he leveraged technology to begin the conversation • How instant feedback can improve workforce management • How instant feedback can improve Employee Experience (EX) Connect with Adam on LinkedIn – https://www.linkedin.com/in/adamalfia/ https://www.realtimefeedback.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

Lessons from the Trenches - Scaling Support Teams featuring Reagan Helms

Lessons from the Trenches - Scaling Support Teams featuring Reagan Helms

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 week on Next in Queue, we discuss: • The required shift from being an individual contributor to a leader • The change in support recruiting that comes with scale • The new problems in support organizations that come with growth • Why you need to introduce structured processes before they feel necessary • Maintaining culture with team growth • The impact scale has on training new support agents Connect with Reagan on LinkedIn – https://www.linkedin.com/in/reagan-helms/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

Breaking the Stigma featuring Erika Taylor Beck

Breaking the Stigma featuring Erika Taylor Beck

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 with Erika-Taylor-Beck, the VP of Client Support at Relias. Her own personal journey dealing with mental illness inspired her to advocate for others and lead with authenticity and vulnerability. This week on Next in Queue, we discuss: • The fear and stigma around discussing mental health issues • Why she decided to discuss this publicly • The specific challenges in Contact Centers • Tips for identifying vulnerable employees • Ways to foster connection in a remote work environment Connect with Erika on LinkedIn – https://www.linkedin.com/in/erika-r-taylor-beck-relias/ Need help? https://www.cdc.gov/mentalhealth/tools-resources/individuals/index.htm Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

Is AI Creating Utopia or Dystopia featuring Boris Cergol

Is AI Creating Utopia or Dystopia featuring Boris Cergol

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 Machine Learning (ML) space, and we discuss: • The attention-gathering abilities of AI • Use-cases for AI and ML in Business • The risks that AI technology poses • Balancing centralized and de-centralized AI systems • The challenge of overcoming bad or lack of data • How AI could change the “attention economy” Connect with Boris on LinkedIn – https://www.linkedin.com/in/boriscergol/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

Reining in Costs Responsibly featuring Brad Cleveland

Reining in Costs Responsibly featuring Brad Cleveland

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 Cleveland, author, speaker, and consultant known globally for his expertise in customer strategy and management. Brad was a founding partner of ICMI, International Customer Management Institute, and served as the CEO for more than a decade. His most recent book, Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results, is a guide to shaping experiences that win loyalty and deliver outstanding business results. Brad and I discuss: • Customer Access Strategies • The value of cross-training / pooling • Deflection beyond self-service • Different methods to listen to Voice of the Customer (VOC) • How Workforce Optimization relates to organizational culture Connect with Brad on LinkedIn – https://www.linkedin.com/in/bradcleveland1/ Free Resources to help your organization thrive – https://www.bradcleveland.com/ Leading the Customer Experience – https://www.amazon.com/Leading-Customer-Experience-Deliver-Outstanding/dp/1789666872 Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

How Likely Are You To Recommend featuring Steve Bernstein

How Likely Are You To Recommend featuring Steve Bernstein

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 this week to discuss: • The difference between Net Promoter System℠ and Net Promoter Score℠ • Sampling Strategy and why Response Rate is a critical metric • The issues with “transactional” NPS® • When and how often to engage with customers on NPS® • Why he hates the term, “survey” • And why NPS® should not be part of an agent scorecard Connect with Steve on LinkedIn – https://www.linkedin.com/in/sbernstein/ Failure Sucks – https://www.amazon.com/Failure-Sucks-More-Your-Customers-ebook/dp/B00N9DCDAA/ref=sr_1_1 Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/ Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

The Evolution of Remote and Hybrid Work featuring Anne Bibb

The Evolution of Remote and Hybrid Work featuring Anne Bibb

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 contribute to mental health issues • How work from home has impacted productivity • Keys to leading a remote workforce • The two things employees want • The most important considerations before outsourcing / hiring off-shore • What fractional workers are and why you might want them • The future of remote work Connect with Anne on LinkedIn – https://www.linkedin.com/in/annebibb/ https://www.remoteevolution.com/ and Coming Soon: https://annebibb.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

Connecting the Dots   the Value of CX featuring Diane Magers

Connecting the Dots the Value of CX featuring Diane Magers

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 it effectively. This week on Next in Queue, we touch on: • Customer Experience vs. Experience Management • CX Indicators vs. CX Measures • Why Employee Experience affects Customer Experience • Why a formalized decision-making process is critical to success • What journey mapping accomplishes and who should be involved in the process • The power of questions and change leadership Connect with Diane on LinkedIn – https://www.linkedin.com/in/dianemagers/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

Cooking Up a Better Company Culture featuring Jill Raff

Cooking Up a Better Company Culture featuring Jill Raff

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 culture issues • How EX impacts CX • How to gauge company culture during an interview • Strategies to improve your company culture • The one ingredient to company culture that you can never have enough of Connect with Jill on LinkedIn – https://www.linkedin.com/in/ex2cx-advisor/ https://www.jillraff.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

To Bot or Not To Bot featuring Jim Rowe

To Bot or Not To Bot featuring Jim Rowe

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 helping businesses with their chatbot deployments for years. This week on Next in Queue, we touch on: • Why people hate chatbots • What Conversational Design is and why it matters • How Conversational AI has allowed the chatbot to evolve • Chatbot mistakes to avoid • When you should and should not name your chatbot • The biggest opportunities for chatbots Connect with Jim on LinkedIn – https://www.linkedin.com/in/jimrowebot/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

Better CX through Better Surroundings with Claire Boscq

Better CX through Better Surroundings with Claire Boscq

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 Hierarchy of Needs, to form the BIZSHUI Method. This week on Next in Queue, we touch on: • How falling down allows you to move forward • How environment affects human behavior • Practical and simple modifications you can make to your work environment • How to deal with a bedroom-based workspace • Why the position of your desk matters Website – https://claireboscq.com/ Connect with Claire on LinkedIn – https://www.linkedin.com/in/claireboscq/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

Redefining CX Through Sound with Jacobi Anstruther

Redefining CX Through Sound with Jacobi Anstruther

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 working on solved problems for all kinds of people now working from home, including contact center agents. We touch on: • How sound works in your brain • How AI can change the way we experience sound • The impact of sound on “Flow State” and focus • The challenges of affecting sound in real-time • The impacts of poor audio on contact center retention IRIS – https://iris.audio/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Upping Your Contact Center Recruiting and Hiring Game featuring Matt Beckwith

Upping Your Contact Center Recruiting and Hiring Game featuring Matt Beckwith

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 hiring • How technology may be impeding your recruiting efforts • Why new hires shouldn’t start on Monday • How your contact center can become an employer of choice in your market Connect with Matt on LinkedIn - https://www.linkedin.com/in/matthewbeckwith/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

How GigCX is Shaping the Future of Support featuring Megan Neale

How GigCX is Shaping the Future of Support featuring Megan Neale

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 on: • How GigCX differs from flexible work like delivery services • How GigCX improves efficiencies in ways impossible in traditional support models • How training / certification works in a GigCX model • How AI enhances the effectiveness of GigCX • How size of customer-base affects GigCX • And the 3 primary factors that drive “experts” to participate in GigCX Connect with her on LinkedIn - https://www.linkedin.com/in/meganneale-belimitless/ Limitless - https://www.limitlesstech.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Bonus Episode:  Next in Caffeinated CX

Bonus Episode: Next in Caffeinated CX

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 - https://happitu.com/

Better Business Writing featuring Leslie O'Flahavan

Better Business Writing featuring Leslie O'Flahavan

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 on: • The “Bite, Snack, Meal” online writing format • The importance of writing skills in Customer Service • How different written channels affect communication strategies • When to use Passive Voice and when to use Active Voice • “Blowing Up” Writing Myths • Plain Language – what it is and why to use it Connect with her on LinkedIn - https://www.linkedin.com/in/leslieoflahavan/ E-WRITE - https://ewriteonline.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Digital CX Transformation featuring Mark Levy

Digital CX Transformation featuring Mark Levy

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 • How Digital Transformation impacts the Contact Center • Pitfalls to avoid for successful transformation efforts Connect with him on LinkedIn - https://www.linkedin.com/in/marklevy/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Leading with Heart featuring Sandy Murphy

Leading with Heart featuring Sandy Murphy

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 with kindness • The impacts of leading through fear • The importance of having clients that align with your culture Connect with her on LinkedIn - https://www.linkedin.com/in/sandymurphy1/ CXstomer - https://cxstomer.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Contact Center Coaching for Effortless Experience with Amy Smith

Contact Center Coaching for Effortless Experience with Amy Smith

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 impactful and easy thing you can start doing tomorrow to improve your coaching Connect with her on LinkedIn - https://www.linkedin.com/in/amy-smith-b393293/ or amy.smith@challengerinc.com Challenger - https://www.challengerinc.com/ The Challenger Sale - https://www.penguinrandomhouse.com/books/309666/the-challenger-sale-by-matthew-dixon/9781591844358 The Effortless Experience - https://www.penguinrandomhouse.com/books/312730/the-effortless-experience-by-matthew-dixon/9781591845812/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 51   Dave Derington

Podcast Ep 51 Dave Derington

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 customer learning experiences that are compelling and effective as the Director of Customer Education at ServiceRocket. He also furthers the conversation with his podcast, CELab. We talk about how agile development and SaaS has changed how we need to look at customer education and how to keep it up to date. Connect with him on LinkedIn - https://www.linkedin.com/in/derington/ Customer Education Manifesto - http://customer.education/ Crossing the Chasm by Geoffrey Moore - https://www.amazon.com/gp/product/B00DB3D81G/ref=dbs_a_def_rwt_hsch_vapi_tkin_p1_i0 Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 50   Luke Jamieson

Podcast Ep 50 Luke Jamieson

Luke Jamieson got sick of the hours of being a pastry chef and ended up in the Contact Center world in Melbourne, Australia. He became an advocate employee engagement through gamification which led him to start his own consulting company. Today, as the Global Content Director at Centrical, he still advocates for great gamification in contact centers. He’s also a certified LEGO® Serious Play® facilitator who uses LEGO to help groups solve problems. Connect with him on LinkedIn - https://www.linkedin.com/in/luke-jamieson/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 49   Sean Ilenrey

Podcast Ep 49 Sean Ilenrey

Sean Ilenrey, VP of Support at Dutchie, got his start in fast food while dreaming of becoming a professional musician. While music didn’t pan out, his work ethic led to opportunities that eventually led him to the contact center world where he could finally “sit down” while he worked. He shares his journey into the world of workforce and operations, the differences between outsourced environments and captive (insourced) environments, why he said yes to getting into the software support side of the cannabis industry, why he began coaching working dads on financial success, and his potentially divisive opinions on the best and worst Star Wars movies. Connect with him on LinkedIn - https://www.linkedin.com/in/sean-ilenrey/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 48   Doug Kennedy

Podcast Ep 48 Doug Kennedy

After cutting his teeth at Marriott, his idea for a hotel training manual eventually turned into a decades-long career traveling the world and training hotel and lodging professionals. Doug Kennedy shares some of his experiences, beginning with his first job manning the register of his mother’s local craft supply store in Lexington, Kentucky. Connect with him on LinkedIn - https://www.linkedin.com/in/doug-kennedy-7619b51b/ Kennedy Training Network - https://kennedytrainingnetwork.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 47   Brett Jones

Podcast Ep 47 Brett Jones

When he’s not singing for The Lone Rangers, Brett Jones is leading Product at ItsaCheckmate. His path began in an outsourced contact center. But after being rendered homeless after the 2nd total loss from flooding inside a year, he decided to take a leap with a startup. We discuss the stresses of working in a tech startup, the pros and cons of working with family, and how product management is like writing a song. Connect with him on LinkedIn - https://www.linkedin.com/in/brett-jones-645a55126/ The Lone Rangers - https://www.thelonerangersstl.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 46   Matt Smallman

Podcast Ep 46 Matt Smallman

Contact Center Security is ever more important, but Matt Smallman says that the processes used by most contact centers are merely “Security Theatre.” During his time in the British Army, he was focused on Counter IED Search Operations. But when he left the military, he ended up in Financial Services and that’s when he began to see problems with security processes that technology could fix. He’s made it his mission to “get rid of ridiculous, pointless, frustrating, time-consuming, insecure security processes,” and his book explains exactly how to do that for your organization. Connect with him on LinkedIn - https://www.linkedin.com/in/mattsmallman/ Unlock Your Call Centre - https://www.symnexconsulting.com/unlock-your-call-centre/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 45   Bogdan Surdea Blaga

Podcast Ep 45 Bogdan Surdea Blaga

Bogdan Surdea-Blaga dispels the notion that there are vampires in Transylvania, shares his secret to career progression, and discusses how RebelDot acts as the “guardian” of new applications they support. Connect with him on LinkedIn https://www.linkedin.com/in/bogdansb/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 44   Marcos Tatijewski

Podcast Ep 44 Marcos Tatijewski

From the “microphone” at Club Med to building the first ISP in Paraguay to media relations for the Ferrari Panamerican 20.000 Expedition, Marcos Tatijewski has led an amazing life filled with generosity, risk, luck, and preparation. He shares his CX insights along with some incredible stories in this episode. Connect with him on LinkedIn https://www.linkedin.com/in/marcostati/ Ferrari Panamerican 20.000 Expedition https://youtu.be/xVYS3GTmI5w?list=FLKyceaxMmdG-n6sDvGjsrPA Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 43   Gemma Colby

Podcast Ep 43 Gemma Colby

Gemma Colby grew up in South Africa and began her career in customer service in the freight industry. She then moved a continent away to the UK, changed industries, but always kept the Customer Experience at heart. She is a founding member of Women in CX, the 2021 CX Leader of the Year winner (UK Customer Experience Awards), and the Head of Customer Experience at Yell. Connect with her on LinkedIn https://www.linkedin.com/in/gemma-colby-%F0%9F%8C%88-21175132/ Vintage Yellow Pages Christmas Ad - https://youtu.be/ywjfSVrCqnk Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 42   Randy Johns

Podcast Ep 42 Randy Johns

Randy Johns began his career on the phone as an agent during college, eventually leading teams of over 10,000 employees. We discussed: • The power of employee engagement to drive company success • How online customer support communities can drive Net Dollar Retention and NPS • Lessons he learned pioneering work at home in the 2010s Connect with him on LinkedIn https://www.linkedin.com/in/randyjohns/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 41   Daniel Akre

Podcast Ep 41 Daniel Akre

Daniel Akre was an Olympic-caliber swimmer who transitioned his competitive nature to the business world. He is now the VP of Global Business Development with LiveXchange Technologies. We discussed the evolution of the BPO industry, job hopping, and the gig CX economy. Connect with him on LinkedIn https://www.linkedin.com/in/danielakre/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 40   Adrian Swinscoe

Podcast Ep 40 Adrian Swinscoe

Adrian Swinscoe is a customer experience advisor, podcaster, author, speaker, workshop leader, and aspirant punk. We discussed his unlikely journey to CX and lessons from Punk CX. Connect with him on LinkedIn https://www.linkedin.com/in/adrianswinscoe/ Listen to the Punk CX podcast and read Adrian’s blog: https://www.adrianswinscoe.com/ Find his books, How to Wow, Punk CX, and Punk XL: https://www.amazon.com/Adrian-Swinscoe/e/B0080439D8?ref=sr_ntt_srch_lnk_2&qid=1655479388&sr=8-2 Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 39   Bunyamin Cankirli

Podcast Ep 39 Bunyamin Cankirli

Differences between living in Belgium, Florida, and Kansas, what he learned by watching The Fresh Prince of Bel-Air, and the similarities between parenthood and leading at work are just a few of the topics I tackled with Bunyamin Cankirli, Site Director at Concentrix. Connect with him on LinkedIn https://www.linkedin.com/in/bunyamincankirli/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 38   Dee Layman

Podcast Ep 38 Dee Layman

The value of receiving a “no”, turning weaknesses into strengths, and the power of a single glass of water – just a few of the topics I tackled with Dee Layman, Customer Success Manager at Square. Connect with her on LinkedIn https://www.linkedin.com/in/lynnette-layman-58a04a202/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 37   Brian Dunphy

Podcast Ep 37 Brian Dunphy

Supporting 60+ million users during the launch of Disney+, lessons learned in the outsourcing world, and meeting customers where they are – just a few of the topics I tackled with Brian Dunphy, VP of Customer Experience at Warby Parker. Connect with him on LinkedIn https://www.linkedin.com/in/brian-dunphy/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 36   Tony Won

Podcast Ep 36 Tony Won

From politics to Director of Player Support for 450+ million players of Fortnite at Epic Games, Tony Won shares his unique journey within the gaming industry, including his current role Senior Consultant at https://www.playersupport.com/ . Connect with him on LinkedIn https://www.linkedin.com/in/tonywon1980/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Podcast Ep 35   Kate Kompelien

Podcast Ep 35 Kate Kompelien

How she made “hunter” orange-colored pastry dough, the differences between digital channels, and the role of CX professionals in an organization are just a few of the topics I discussed with Kate Kompelien, Executive Director Experience Strategy at TTEC Digital. Connect with her on LinkedIn https://www.linkedin.com/in/katekompelien/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 34   Stacey Pryce

Podcast Ep 34 Stacey Pryce

Dealing with anxiety on the phone, how a friend who interned for Wendy Williams led to a podcast with meaning, and the importance of “why” are just a few of the topics I discussed with Stacey Pryce, Founder of PryceUp Coaching. Connect with her on LinkedIn https://www.linkedin.com/in/pryceup/, Twitter @quality_theory and @PryceOnPurpose, and check out Pryce on Purpose https://podcasts.apple.com/us/podcast/pryce-on-purpose/id1035548140 Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 33   Chad Molen

Podcast Ep 33 Chad Molen

Lessons from working in an airplane plant, learning service experience lessons from studying other companies, and what character he is from Office Space are just a few of the topics I discussed with Chad Molen, Service Delivery Manager of NIMBL. Connect with him on LinkedIn https://www.linkedin.com/in/chadmolen/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 32   Marion Balandra

Podcast Ep 32 Marion Balandra

The challenges of being a woman and a mother in the business world, how 2020 changed her “why” and led to the founding of Meridian Remote Teams, and what “balance” means to her are just a few of the topics I discussed with Marion Balandra, CEO of Star Mars Tech and Meridian Remote Teams. Connect with her on LinkedIn https://www.linkedin.com/in/%F0%9F%92%97marion-b-75558555/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 31   Travis Curnutte

Podcast Ep 31 Travis Curnutte

Entrepreneurship, geek culture, and gruesome hockey injuries are just a few of the topics I discussed with Travis Curnutte, Principal at Volli Communications. Connect with him on LinkedIn https://www.linkedin.com/in/traviscurnutte/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 30   Anne Brunson

Podcast Ep 30 Anne Brunson

The differences between in person customer care versus over the phone, the secrets of the greeting card industry, and the IVR trick you should know are just a few of the topics I discussed with Anne Brunson, the Vice President/General Manager of Self-Funded Solutions at Maestro Health. Connect with her on LinkedIn https://www.linkedin.com/in/annebrunson/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 29   Jeff Songster

Podcast Ep 29 Jeff Songster

Thanksgiving contact center emergencies, Disney Safari tours, and building your own team are just a few of the topics I discussed with Jeff Songster, the Head of Care for Diggs Pet. Connect with him on LinkedIn https://www.linkedin.com/in/jeffsongster/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 28   Ryan Warriner

Podcast Ep 28 Ryan Warriner

“Australia hot”, how planning impacts training, and how breakfast with friends in Silicon Valley led to a business in communication strategy are just a few of the topics I discussed with Ryan J. Warriner. Connect with him on LinkedIn https://www.linkedin.com/in/ryanwarriner/and check out his Book, The Effective Presenter: The Winning Formula for Business Presentations on Amazon and his website: https://www.professionalpresentationservices.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 27   David Powers

Podcast Ep 27 David Powers

Punk Rock, tabletop gaming, and how his experience in gaming culture made the transition to work from home easy are just a few of the topics I discussed with David Powers, the Contact Center Manager for Rooter Hero Plumbing. Connect with him on LinkedIn https://www.linkedin.com/in/davidjpowers2/ and check out his Caffeinated CX podcast https://anchor.fm/caffeinatedcx/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 26   Shanna Hayes

Podcast Ep 26 Shanna Hayes

The implications of a viral story about an unclaimed $50 syllabus prize and the emergence of CX in higher education are just a couple of the topics I discussed with Shanna Hayes, the Director of Customer (Learner) Experience & Retention at Southern New Hampshire University. Connect with her on LinkedIn https://www.linkedin.com/in/shanna-hayes/. Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 25   Mark Brody

Podcast Ep 25 Mark Brody

How personal interests can spark new relationships, why technology still has not fulfilled the prophecy of the end of Contact Center agents, and the hidden value of local/regional professional associations are just a few of the topics I discussed with Mark Brody, the CEO of Brohawk Solutions and President of the Austin Contact Center Alliance. Connect with him on LinkedIn https://www.linkedin.com/in/mark-brody-410b003/ and check out Brohawk Solutions at https://brohawksolutions.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Podcast Ep 24   Carol Marshall

Podcast Ep 24 Carol Marshall

How auto dealership CX has evolved with the internet, the surprising demographic that is driving online sales, her favorite ride, and the crazy car market that is 2022 - just a few of the topics I discussed with Carol Marshall, the COO at ActivEngage. Connect with her on LinkedIn https://www.linkedin.com/in/carolmarshall/ and check out ActivEngage at https://www.activengage.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

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