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Human Connection in a Digital World: Why Phone Calls Still Build Trust
Episode Summary: The Human Edge in a Bot-Driven World
This week on The Advisory Board Podcast, host Dave Hansen is joined by the ever-iconic Karen Booze—yes, the one with the unmistakable blue hair and a résumé as colorful as her story. From playing the oboe on the White House lawn with the Beach Boys to sharing a high school band room with Kurt Cobain, Karen’s life is as fascinating as her decades-long expertise in answering services.
As Director of Business Growth & Partnerships at AnswerConnect and AnswerForce, Karen has seen firsthand how answering the phone—well, and properly—can make or break a business. She and Dave dig into why human connection still outperforms bots (despite the hype), how generational preferences shape communication, and why not having a phone number on your website might be quietly draining your revenue.
Karen also shares battle-tested best practices—from scripting empathetic greetings to boosting “speed-to-lead”—and warns of the very real cost of inaction for franchise brands and small businesses. Whether you’re managing after-hours calls, figuring out AI’s role in customer service, or just looking for ways to create a more human experience for customers, this episode delivers insights worth answering the call for.
A big thank-you to our episode sponsor, ClientTether, for making these conversations possible and for empowering franchise brands to connect with leads faster and more effectively.
Tune in for stories, stats, and a little rock ‘n’ roll nostalgia as Karen proves that in the world of business growth, human connection never goes out of style.
This week on The Advisory Board Podcast, host Dave Hansen is joined by the ever-iconic Karen Booze—yes, the one with the unmistakable blue hair and a résumé as colorful as her story. From playing the oboe on the White House lawn with the Beach Boys to sharing a high school band room with Kurt Cobain, Karen’s life is as fascinating as her decades-long expertise in answering services.
As Director of Business Growth & Partnerships at AnswerConnect and AnswerForce, Karen has seen firsthand how answering the phone—well, and properly—can make or break a business. She and Dave dig into why human connection still outperforms bots (despite the hype), how generational preferences shape communication, and why not having a phone number on your website might be quietly draining your revenue.
Karen also shares battle-tested best practices—from scripting empathetic greetings to boosting “speed-to-lead”—and warns of the very real cost of inaction for franchise brands and small businesses. Whether you’re managing after-hours calls, figuring out AI’s role in customer service, or just looking for ways to create a more human experience for customers, this episode delivers insights worth answering the call for.
A big thank-you to our episode sponsor, ClientTether, for making these conversations possible and for empowering franchise brands to connect with leads faster and more effectively.
Tune in for stories, stats, and a little rock ‘n’ roll nostalgia as Karen proves that in the world of business growth, human connection never goes out of style.
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By Dave HansenEpisode Summary: The Human Edge in a Bot-Driven World
This week on The Advisory Board Podcast, host Dave Hansen is joined by the ever-iconic Karen Booze—yes, the one with the unmistakable blue hair and a résumé as colorful as her story. From playing the oboe on the White House lawn with the Beach Boys to sharing a high school band room with Kurt Cobain, Karen’s life is as fascinating as her decades-long expertise in answering services.
As Director of Business Growth & Partnerships at AnswerConnect and AnswerForce, Karen has seen firsthand how answering the phone—well, and properly—can make or break a business. She and Dave dig into why human connection still outperforms bots (despite the hype), how generational preferences shape communication, and why not having a phone number on your website might be quietly draining your revenue.
Karen also shares battle-tested best practices—from scripting empathetic greetings to boosting “speed-to-lead”—and warns of the very real cost of inaction for franchise brands and small businesses. Whether you’re managing after-hours calls, figuring out AI’s role in customer service, or just looking for ways to create a more human experience for customers, this episode delivers insights worth answering the call for.
A big thank-you to our episode sponsor, ClientTether, for making these conversations possible and for empowering franchise brands to connect with leads faster and more effectively.
Tune in for stories, stats, and a little rock ‘n’ roll nostalgia as Karen proves that in the world of business growth, human connection never goes out of style.
This week on The Advisory Board Podcast, host Dave Hansen is joined by the ever-iconic Karen Booze—yes, the one with the unmistakable blue hair and a résumé as colorful as her story. From playing the oboe on the White House lawn with the Beach Boys to sharing a high school band room with Kurt Cobain, Karen’s life is as fascinating as her decades-long expertise in answering services.
As Director of Business Growth & Partnerships at AnswerConnect and AnswerForce, Karen has seen firsthand how answering the phone—well, and properly—can make or break a business. She and Dave dig into why human connection still outperforms bots (despite the hype), how generational preferences shape communication, and why not having a phone number on your website might be quietly draining your revenue.
Karen also shares battle-tested best practices—from scripting empathetic greetings to boosting “speed-to-lead”—and warns of the very real cost of inaction for franchise brands and small businesses. Whether you’re managing after-hours calls, figuring out AI’s role in customer service, or just looking for ways to create a more human experience for customers, this episode delivers insights worth answering the call for.
A big thank-you to our episode sponsor, ClientTether, for making these conversations possible and for empowering franchise brands to connect with leads faster and more effectively.
Tune in for stories, stats, and a little rock ‘n’ roll nostalgia as Karen proves that in the world of business growth, human connection never goes out of style.