Guest-host and contact center expert Mike Aoki talked with Eric Scipio del Campo, Vice President Canada Contact Centers at a leading financial institution in Canada, in the latest episode of Conversations That Matter.

Jeff Toister, the author of the Guaranteed Customer Experience joins us on the podcast.

CX is complicated. It’s a challenge to get it right and to define exactly what you should be focusing on to improve it. But Jeff Toister, President at Toister Performance Solutions and the author of the new book, The Guaranteed Customer Experience, has cracked the code.

In this episode, we chat about the Guaranteed Customer Experience framework, how to implement it into your organization, and making brand promises.

Topics covered:

The importance of keeping promises in CX

3 steps to winning and retaining more customers

Implementing a guaranteed customer experience into the culture of the company

Follow Jeff on Twitter (@Toister) and check out the Top Books CX Leaders Should Read in 2021.

Guest-host contact center expert Mike Aoki of Reflective Keynotes chatted with Heather to learn more about her day in the life. This is part 2 of a two-part series titled “Day in the life of a contact center leader”.

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 contact center expert Mike Aoki of Reflective Keynotes chatted with Heather to learn more about her day in the life. This is part 2 of a two-part series titled “Day in the life of a contact center leader”.

Our conversation touched on:

-The concept of zooming in and zooming out

-How to build the strongest leaders in your team

-Techniques for reducing attrition and increasing engagement

Contact centers are fundamentally about people, process, and technology.

To understand more about these aspects, guest-host and contact center expert Mike Aoki talked with Eric Scipio del Campo, Vice President Canada Contact Centers at a leading financial institution in Canada, in the latest episode of Conversations That Matter. This is part 1 of a two-part series titled “Day in the Life of a Contact Center Leader.”

The conversation focused on the following::

Skills and tips that matter before and during contact center careers

Building your support network and balancing strategy with tactics in a dynamic work environment

Thinking time and the most important role of leaders

How to increase meeting productivity

Trust, mental health, and customer expectations

The following links were discussed in the podcast:

Eric’s LinkedIn profile

Uniphore’s website

We chat with Nate Brown, the Chief Experience Officer at Officium Labs and discuss 4 steps to help your organization practice mission-driven CX.

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.

And 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 from Officium Labs 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 to them.”

It isn’t about what is listed on your website and what your IVR says but it is about how all employees communicate and live those values.

In today’s conversation, we chat with Nate Brown, the chief experience officer at Officium Labs and discuss 4 steps to help your organization practice mission-driven CX. In addition, Nate shares his passion-project, the CX Accelerator , a community for CX professionals to share ideas, get feedback from peers, and network.

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.