Customer Service Weekly

The customer will always be the focus of customer service, but in order for the customer to experience great customer experience, the employees delivering that experience must also receive great employee experience. In this episode of the Customer Service Weekly podcast, Brett Frazer, VP of Customer Service for Sun Basket, Inc. shares his wealth of experience in how you can provide that great experience for both the employee and the customer.

The contact center industry in healthcare was originally focused solely on costs. However, in our day and time, with all the customer satisfaction, people are more loyal to companies that are able to serve them better. In this episode of the Customer Service Weekly podcast, let us Ignite CX Celebration as we hear Gordon Schleffer, VP of Customer Care of Magellan Health, share his passion in the importance of caller engagement and the caller experience.

When the pandemic hit and international travel came to a halt, Travelzoo faced its most difficult and trying times. People were afraid of travelling and were required to stay at home. Despite the fearful conversations people were having, Lisa Oswald, SVP, of Global Customer Service for Travelzoo shares  how she and her team became the voice of calm and reassurance for the anxious traveler. Listen to this episode of the Customer Service Weekly Podcast as we Ignite CX Celebration through stories of resilience, empathy, and commitment to caring.

Customer Service is all about connecting with customers and solving their needs on an emotional and functional level. In this episode of the Customer Service Weekly podcast, Doug Woodard of Capital One shares how he celebrates customer service all year long and how he and his agents can develop a healthy financial relationship with their customers.

As Senior Vice President of Customer Channels for US Card Customer Experience, Doug is responsible for customer operations across Capital One's US Card business, spanning both Branded Card and Partnership Card (private label and co-brand cards) portfolios. The Customer Channels organization delivers on a full spectrum of customer support needs including customer service, fraud, disputes, collections, chat, back office operations and supply chain. In addition, the organization provides critical horizontal support functions such as training, knowledge management and workforce management that enable such an extensive operations network.

The Customer Channels operations network spans 24+ sites and 18,000+ agents in six countries, including internal on-shore, offshore captive, third party suppliers, and work at home agents.

Growing up in upstate New York, Doug attended SUNY Albany for both his undergraduate and master's degrees. He resides in Raleigh, North Carolina, is married to Noel, and they have an adult daughter.

Prior to joining Capital One, Doug held executive roles at both Staples and Citi, leading extensive customer service operations, as well as accountability for the customer experience strategy. Prior leadership positions included roles at L.L. Bean and Accenture.

It's Customer Service Week, and we are honored to bring together the contact center industry across all verticals to help one another ignite CX celebration all year long. Join us as we celebrate this historical moment!

Please remember to rate, review, subscribe, follow, and share this episode to help us spread the fire of CX celebration.

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