Welcome to another CX mailbag! Today’s guest is a certified CXpert who has been picked as a ICMI Top 25 thought leader for the past 7 years. Mike Aoki is the President at Reflective Keynotes Inc, and the guest speaker on this episode of Conversations That Matter. Mike sits down with host Randy Ksar to answer CX questions from the community, bust a CX myth, discuss ways to boost employee experience, and explore how he trains frontline agents in contact centers. Takeaways: Net Promoter Scores are not owned by just the contact center, but rather the whole organization. Different generations ar ..read more

Can having no negative feedback be a bad thing? Today’s guest shares why he thinks so. He’s brought his expertise to Wendy’s, JP Morgan, and Progressive Insurance. Kevin Zyskowski is the Founder and CEO at CertainlyCX. On this week’s episode, Kevin and Randy explore the myth that no negative results mean your customers are happy and share ways that customer support agents can better connect with the customers they help. Takeaways: CX Myth: “If I don’t have any negative customer satisfaction results, all my customers are happy.” You want your customer support agents to empathize with the custo ..read more

Maddening plotlines. Mercurial characters. Unexpected outcomes. Is it an episode of The Twilight Zone or a day in the life of a call center agent? From seething callers to self-defeating processes—agents today deal with a lot. (It’s no wonder that poor agent experience is leading to record disengagement and turnover.) But just how bad—or how strange—can customer interactions get? Let’s count down the top four call center crime in this episode of Conversations that Matter, a podcast by Uniphore. Links discussed in this episode: CX Nightmares - https://www.uniphore.com/blog/cx-nightmares-4-horr ..read more

Welcome to a special episode of Conversations That Matter! On this episode, we are joined by Jeremy Watkin the Director of Customer Experience and Support at NumberBarn. Jeremy and host Randy Ksar open up the mailbag of community CX questions to give you the answers you’ve been waiting for. Takeaways: As CX is found in every department of your organization, there is no universal skill set each employee will have. However, each employee should be able to answer the question “how does my work impact customers”. Your company size and culture on CX will determine how many cx roles you need to hav ..read more

Live from the Uniphore Studios in sunny California, it’s the CX Day live stream! Join us for a round-table discussion of some of the issues, challenges, and myths in the CX field. Today’s guests are Jeannie Walters - CEO & Chief Customer Experience Investigator at Experience Investigators, and Shawn Nason - CEO & Founder, Chief Experience Officer at MOFI. On this episode, Jeannie and Shawn chat with host Randy Ksar to debunk some CX myths and answer questions from the audience. Takeaways: CX Myth: “CX is not a business strategy”. To properly build a robust CX platform in your company ..read more

At some point in your career, you'll feel overwhelmed, stressed, and purposeless. At any one time, at least one of your team members feels that way, too. That's why it's important to positively impact people every day. And you can't do that if you don't have the right perspective. How do you get the right perspective? By zooming in and out — keeping both the big picture and the needs of your team members in view. On this special episode of Uniphore’s Conversations that Matter, our guest is Heather Arthur, Vice President, Rogers Customer Care Operations at Rogers Communications. Guest-host cont ..read more

Customers are making decisions to work with brands based not just upon product quality but the company’s core values. In order to build a trusted relationship, the core values of a company need to match up with a customer. If not, the customer will switch to a competitor.In contact center organizations that are focused on revenue generation, that is a problem. So how do you solve it? With mission-driven CX (customer experience). As Nate Brown says in this episode “It is the principle that customers are going to do business with organizations that actively embody the core values most important ..read more

What technology will have a bigger impact than the internet? Artificial Intelligence (AI). Since its inception, AI has proved that it is the future of automation, contact centers, and how companies do business with customers. On this podcast, Andrea Ayers, Former President and CEO of Convergys and John Chambers, Former Chairman and CEO of Cisco and CEO of JC2 Ventures, have a conversation with guest-host Jeff Frick about AI and automation in the enterprise including: • How CEOs view AI and Machine Learning • What the future use cases of AI are in business • The need for automation in contact c ..read more

What makes a good leader? Or a bad one? We've probably all worked under good and bad leaders in our careers. But some of them really made a difference in our lives. Jacob Morgan (author, speaker and leadership expert) joined us on this episode to talk about: How CEOs define leadership (hint: they are not all the same) How he researched his book The Future Leader The need for both purpose and meaning in a job The difference between ethics and morality in leadership How will AI impact leadership? Leadership mindsets and skills that will make you successful It was a very insightful conversation ..read more

Acceptance of technology, customer confidence, and agent training are all clear themes in a new COVID-era report published by Uniphore. Today, I discussed these results with Umesh Sachdev, CEO at Uniphore, and Annie Weckesser, CMO + People at Uniphore, to understand what these new CX insights mean for 2021 and how the landscape will be shifting in the future. We talked about: Benchmark report from Uniphore shows call centers are a lifeline for consumers seeking support for COVID vaccines, travel, online shopping and more into 2021 Hold times have increased 50% in the pandemic as contact cente ..read more