Next in Queue

Employee Experience (EX) and how it relates to Customer Experience (CX) is a hot topic, but an often-overlooked aspect of EX is the workspace environment – layout, colors, scent, etc. As more and more people work from home, the environment these employees work in can become an afterthought. At the risk of sounding “woo-woo”, Claire Boscq set out to improve working environments (even if it’s also your home) by fusing traditional Feng Shui, neuroscience, and modern business principles like Maslow’s Hierarchy of Needs, to form the BIZSHUI Method.

This week on Next in Queue, we touch on:

· How falling down allows you to move forward

· How environment affects human behavior

· Practical and simple modifications you can make to your work environment

· How to deal with a bedroom-based workspace

· Why the position of your desk matters

Website – https://claireboscq.com/

Connect with Claire on LinkedIn – https://www.linkedin.com/in/claireboscq/

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

AI (Artificial Intelligence) is deployed in a variety of ways in contact centers. But can AI improve hearing between customer and agent? Jacobi Anstruther, founder and CEO of IRIS Technologies, originally sought to improve F1 driver performance by inducing flow state through sound. This quickly shifted gears (!) to more low-hanging fruit: improving communication between driver and pit crew during races. As the pandemic began and the team migrated to remote work, Jacobi realized the technology he was working on solved problems for all kinds of people now working from home, including contact center agents.

We touch on:

· How sound works in your brain

· How AI can change the way we experience sound

· The impact of sound on “Flow State” and focus

· The challenges of affecting sound in real-time

· The impacts of poor audio on contact center retention

IRIS – https://iris.audio/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

Whether you believe in The Great Resignation or The Great Reshuffle, recruiting and hiring has become as important as ever. With an unmatched enthusiasm for the contact center business and over two decades of experience, Matt Beckwith shares insights on how to improve the recruiting and hiring process.

We touch on:

· Why recruiting and hiring is so important for contact centers

· How Recruiting and Hiring has changed since the pandemic began

· The biggest opportunity in contact center recruiting and hiring

· How technology may be impeding your recruiting efforts

· Why new hires shouldn’t start on Monday

· How your contact center can become an employer of choice in your market

Connect with Matt on LinkedIn - https://www.linkedin.com/in/matthewbeckwith/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

We’ve all heard of Uber. Maybe we know multiple people participating in what’s been dubbed the “Gig Economy,” whether it’s for Uber or some other type of gig work. Megan Neale founded Limitless in 2016 to help create the brand support model of the future – GigCX. While gig work is a significant trend in the workforce, GigCX is more than just workforce flexibility – it’s a way to leverage loyal customers who are experts in your platform to help other customers and get rewarded for doing so.

We touch on:

· How GigCX differs from flexible work like delivery services

· How GigCX improves efficiencies in ways impossible in traditional support models

· How training / certification works in a GigCX model

· How AI enhances the effectiveness of GigCX

· How size of customer-base affects GigCX

· And the 3 primary factors that drive “experts” to participate in GigCX

Connect with her on LinkedIn - https://www.linkedin.com/in/meganneale-belimitless/

Limitless - https://www.limitlesstech.com/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

David Powers, host of Caffeinated CX and CXO for Rooter Hero Plumbing, and Drew Gorringe, Contact Center Technology Consultant at C-lect Consulting, join this bonus episode to discuss the future of the Contact Center, including emerging technologies.

Connect with David on LinkedIn - https://www.linkedin.com/in/davidjpowers2/

Connect with Drew on LinkedIn - https://www.linkedin.com/in/drewgorringeucaas/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

While in high school, I was gifted a book titled 2000 Most Challenging and Obscure Words. I thought using some of those words made me sound smart.

What they really did was get in the way of communication because the goal of communication is not to demonstrate knowledge. The goal is to be understood.

An expert in effective business writing and advocate of the use of Plain Language, Leslie O’Flahavan joins me this week and shares skills and tips to write more effectively to achieve that goal.

We touch on:

· The “Bite, Snack, Meal” online writing format

· The importance of writing skills in Customer Service

· How different written channels affect communication strategies

· When to use Passive Voice and when to use Active Voice

· “Blowing Up” Writing Myths

· Plain Language – what it is and why to use it

Connect with her on LinkedIn - https://www.linkedin.com/in/leslieoflahavan/

E-WRITE - https://ewriteonline.com/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

Mark Levy got into technology in the late 90’s – the early days of the internet. In the years that followed, he’s worked with some of the largest brands in the world on their Digital and CX strategies. It’s no surprise, then, that he’s an evangelist of improving the Digital Customer Experience (DCX).

We touch on:

· What Digital Transformation means

· First Steps for Digital Transformation

· How to measure the success of your digital transformation efforts

· The role and future of Conversational AI

· How Digital Transformation impacts the Contact Center

· Pitfalls to avoid for successful transformation efforts

Connect with him on LinkedIn - https://www.linkedin.com/in/marklevy/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

Sandy Murphy started her own offshore BPO in 2021 after years cutting her teeth in the industry. But she found her true purpose after Typhoon Rai (Odette) hit the Philippines in December of 2021 and impacted her team members.  Her mission became to change the way customer engagement professionals are treated. We touch on:

· How cloud-based systems have lowered the barrier to entry for starting a new BPO

· How low overhead allows for higher agent pay

· Hiring and promoting people who care

· Leading with kindness

· The impacts of leading through fear

· The importance of having clients that align with your culture

Connect with her on LinkedIn - https://www.linkedin.com/in/sandymurphy1/

CXstomer - https://cxstomer.com/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

Amy Smith, VP of Effortless Experience at Challenger, has been involved in best practices research and implementation her entire career and has been focused on Effortless Experience implementation since 2016. We touch on:

· What is (and what isn’t) coaching in the Contact Center

· The barriers preventing effective coaching and how to overcome them

· Communication Styles

· Building a Coaching Competency Framework

· Identifying behaviors and skills to develop

· Developing Bench Strength

· The most impactful and easy thing you can start doing tomorrow to improve your coaching

Connect with her on LinkedIn - https://www.linkedin.com/in/amy-smith-b393293/or [email protected]

Challenger - https://www.challengerinc.com/

The Challenger Sale - https://www.penguinrandomhouse.com/books/309666/the-challenger-sale-by-matthew-dixon/9781591844358

The Effortless Experience - https://www.penguinrandomhouse.com/books/312730/the-effortless-experience-by-matthew-dixon/9781591845812/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

Dave Derington’s started his career as an analytical chemist, but it was teaching people how to use computer systems used in the lab that really excited him.

This led to a role known as Customer Support Scientist. He honed his customer experience skills hosting LAN party events in the early days of online gaming and eventually got hooked by video game design and how games “help us define the experience we want to have and iterate upon it.”

He uses his deep understanding of gamification to design customer learning experiences that are compelling and effective as the Director of Customer Education at ServiceRocket. He also furthers the conversation with his podcast, CELab. We talk about how agile development and SaaS has changed how we need to look at customer education and how to keep it up to date.

Connect with him on LinkedIn - https://www.linkedin.com/in/derington/

Customer Education Manifesto - http://customer.education/

Crossing the Chasm by Geoffrey Moore - https://www.amazon.com/gp/product/B00DB3D81G/ref=dbs_a_def_rwt_hsch_vapi_tkin_p1_i0

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/