Your agents are capable of feats even greater than what you could ask or imagine. So why are contact centers still treating agents like order takers? We're not sure, but Nate Brown is happy to take the mic and develop the conversation even further as we take another look into why contact center leadership is unknowingly hindering it's maximum potential. Put on your listening ears, ladies and gentlemen, we're going to hear some hard truths from one of the greatest voices in CX. [5:10 - 5:54] We need challengers! It’s very important that we have people constantly pushing against the walls and t ..read more

Inspiration for good customer experience is all around us. We can be inspired from just about anything, should we choose to see it. Join us for a wonderful conversation with Stacy Sherman surrounding everyday inspiration for doing CX right! [3:57 - 5:28]  There is a difference between simply having a customer experience moment and learning something from that moment from the perspective of the customer, and we don’t want to miss out on those opportunities to learn.  [9:51 - 12:06]  Sometimes the customer experience is just bad and the situation is difficult, but there are ways ..read more

As we approach the end of the year, we reflect on all the major decisions we made, and we start determining what we need to do in the future to do better work. It's great when your leaders are in on the plan, but why are most contact centers leaving out the front line in the equation? We're listening in to Jeremy Hyde as we uncover why it's so vital to be transparent with your team, and how leaders can make the most of the feedback loop to ensure everyone is prepared for major changes. [6:21 - 7:31] You have to create a culture where you are transparent and honest so that your agents don’t ju ..read more

November is "National Gratitude Month." What better time than to bring our friend Philip Bennett back on the show to discuss just how important it is for leadership (and not just in the contact center) to be grateful for their agents? We're going to learn just how big of an impact ungrateful leadership can have on your contact center, and as a result, your entire brand. We're not just talking about hurt feelings and poor culture; we're talking lost revenue and lost brand loyalty. Tune in to learn why you should ALWAYS be grateful for your contact center agents. [3:31 - 5:21] What gratitude l ..read more

AI has a variety of use cases, and we know how helpful it can be when assisting customers, but what if we were able to take advantage of it before we even deployed it out onto the front lines? How can we best use the advantages that AI provides us when it comes to training? Well, we've got Sheri Kendall with us yet again for another deep-dive into how your new agents and AI can coexist, and make your service teams even more efficient and empathetic. [2:25 - 4:19] As contact centers, we usually have a very limited learning and developing budget. AI, specifically ChatGPT, can help us in this sp ..read more

We've all been there. At one point or another, we've felt helpless to circumstances beyond our control, and every failure has destroyed our spirit in some way. In the contact center, it's almost natural to feel like a victim when things go awry. However, Jeremy Hyde is going to help us shift that mindset and turn seemingly insurmountable obstacles into fantastic opportunities for growth. Get ready to own your mistakes, embrace your circumstances, and transform your contact center's destiny forever… [ 4:54 - 6:11 ]  What does the victim mentality look like in the workplace? Let’s und ..read more

People are at the heart of business. Always have been; always will be. However, managing your entire workforce can be daunting, and making even the smallest mistake can have drastic consequences. So what can you do to prevent that from happening? If you're Dan Smitley, you get that workforce engaged! We'll be focused on WFM strategy in today's discussion, but we'll also be breaking down Dan's session from ICMI last week, as well as going over the conference experience in general. If you missed out on the conference this year, don't miss out on this episode! [6:42 - 7:57] As a vendor, a lot of ..read more

Coming to you LIVE from Orlando, FL! We've got a special episode of the show coming to you live from Vistio's booth (#805) at the ICMI Contact Center Expo! This time around we're turning the tables and show veteran Stacy Sherman has Rob Connelly in the hot seat on the topic of human-first AI. What does that entail? You'll have to tune in to find out! [ 3:22 - 4:39 ] Human-first AI is an implementation or use of AI that does not detract from the quality of life of the humans involved, rather, it takes tasks that aren’t ideal for humans, that don’t offer value to humans and gives them to AI to ..read more

We already know how important it is to optimize the customer experience. However, if you're hyper-optimizing each department individually, you could be creating siloed, disjointed experiences and not even realize it! Luckily, Dave Seaton is here to share how zooming out and analyzing the journey from start to finish will help you create better experiences for your customers AND agents alike! [5:11 - 6:23] The antidote to hyper-optimization is to zoom out, adopt a customer journey perspective and then go intentionally design your customer experience around those moments that actually matter. T ..read more

Even in the toughest situations, your agents should handle every customer interaction with grace and compassion. What's the best way to do that? Well, if you're Sheri Kendall, you show your agents just that while you're coaching them. We're excited to bring back our resident training expert in this discussion where we'll highlight the benefits of coaching your agents with compassion. [4:44 - 6:13] The employee experience is the beginning of everything, and the first part of the employee experience is a commitment to their whole human self. We need to start by lighting up the brain and finding ..read more