Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Andrew Kortina, Co-Founder and Co-CEO at Fin Analytics, a comprehensive measurement platform for operations work.

CX operations “results metrics” (things like CSAT, NPS, handle time, close rate) are a good indicator of what’s happening, but not necessarily why. Join Chad and Andrew as they discuss better ways to manage contact center operations and improve productivity using rich insights from work-derived data. Specific topics explored on the podcast include:

• Using process analytics to identify and overcome roadblocks to greater program success
• Driving efficiencies by measuring agent actions at a granular level
• Transforming raw data into sensible, actionable insights that fuel change
• The impact of COVID-19, and a now remote workforce, on workflow and work process

Andrew is Co-Founder and Co-CEO of Fin Analytics, a comprehensive measurement platform that provides operations leaders with “full funnel” insights into the work of their team. Features like live insights and video playback help operations managers quickly spot process improvement opportunities, decrease variance, and optimize workforce resources.

For more information about Fin Analytics, visit: https://www.fin.com/. If you’d like to connect with Andrew directly, you can do so via email at [email protected].

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Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Brian Morin, Chief Marketing Officer at SmartAction, an industry leader in developing and deploying purpose-built, AI-powered virtual agents for customer service.

In this episode, Chad and Brian discuss the impact of the COVID-19 pandemic on self-service trends, as well as other topics including:

• The COVID-19 impacts on consumer behavior
• The current state of the human-to-AI interaction landscape
• The biggest self-service demands that have emerged
• Development cycle differences between chatbots and AI-powered voice solutions
• How the business drivers for AI adoption have evolved beyond just a good CX and ROI
  
  https://www.smartaction.ai

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Chad welcomes Jyllene Miller to discuss how Concentrix, a company that specializes in customer engagement and business performance, has helped bridge the technological gaps that so many companies have suddenly faced amidst COVID-19.

https://www.concentrix.com/ 

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Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Mike Myer, CEO and Founder of Quiq, a business messaging company in the customer service world. Hear Mike's unique perspective about the integration of these technologies into a successful customer experience. 

Chad and Mike also discuss:

- Shift of preference of consumer adoption within self-service channels
- Which industries are successfully adopting these technologies
- Complex transactions and messaging channels
- Is it better to be an early adopter?

https://goquiq.com/

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In this episode of Customer Driven, Chad is chatting with Vicki Perryman, Senior Vice President of Humana. Humana is a global operations organization focused on enabling their members to utilize their benefits and access providers for the care they need.

Chad and Vicki also discuss:

- Her start with Ebay
- Humana's main channels for Customer Engagement
- How to utilize insights to drive customer satisfaction
- How Humana determines when and what to outsource
- What it means to become a "partner in health and aging"

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Welcome to another episode of Customer Driven! This week, Chad is chatting with Scott Simpson, President of Precision Staffing, a Call Center staffing agency in Cincinnati. Scott shares a wealth of insight on the current trends of staffing, cost/time to fill and attrition/turnover as well as difficulties in retaining the right hires. 

Chad and Scott also discuss: 

Call Center Voice Agent hiring vs. Digital Assist Agent Hiring (social media response and chat response)
The importance of the Candidate Experience
Soft skills vs. technical skills
The legal turmoil around Social Media Candidate Profiling

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Welcome to the latest episode of Customer Driven. In this episode, Chad is talking with Justine Santa Cruz, SVP of Enterprise & Retail at Satisfi Labs, an AI-powered Knowledge Management Platform. Justine brings a wealth of knowledge on the future of AI in Customer Experience and the overall evolution of customer communication channels. Chad and Justine also discuss the 5 most important questions to ask before buying or building any new technology for your brand. 


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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Jerry Leisure, VP of Customer Success with Forte Labs. Jerry has been in the Customer Service Leadership space for over 20 years and moved into the gaming space in 2016 with Kabam. Jerry has since joined Forte Labs, a platform company in the gaming space that allows game developers to easily utilize the security of blockchain technology.  

In this episode, Chad and Jerry discuss:

• Advantages of blockchain technology in online security and transactions
• Emerging trends in the Customer Service world in regard to the implementation of Blockchain tech
• The company’s B2B and B2C support models and how the gig economy and artificial intelligence are both factoring into those structures
• The future of Customer Experience and what keeps Jerry up at night

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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Vicki Brackett, Employee Engagement Expert and author of the new book, The Leadership Toolbox. Vicki has had a long successful career helping call centers and other organizations emotionally engage their employees through improved Employee Experience practices. Vicki also talks about her recent interview with Forbes magazine, and suggestions on how to start implementing changes within your organization.

In this episode, Chad and Vicki discuss:

• How to drive emotional engagement within an organization
• Why employee engagement surveys don’t tell you the whole story
• Things preventing organizations from being more effective with improving the employee experience
• Vicki shares insights and learnings from her new book, The Leadership Toolbox
  

Resources:

https://vickibrackett.com/
The Leadership Toolbox: 14 Strategies that Build a Chain Reaction of Success
Vicki’s Forbes Article

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Welcome to the latest episode of Customer Driven with Chad McDaniel! Chad is talking with Sean Minter, Founder and CEO of AmplifAI Solutions, an Employee Development and Performance Management company. Sean’s company utilizes AI-based technology to leverage machine learning to improve performance results and service experience. 

Chad and Sean discuss the current state of agent success in customer experience, and how to utilize data sets to replicate success and improve customer care across your entire team. Additionally, how data is evolving and how it may change expectations for your top performers.  

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