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In 2001, after having been dropped from their label, Jimmy Eat World released their 4th album, Bleed American. Because they were financing the recording themselves, they decided to keep things simple. “The Middle” reflects how the band was feeling – “left out or looked down on” – but it was also a song about encouragement. As the song says, sometimes “it just takes some time” to find that place where “everything will be alright.” The song was a breakthrough, topping the Modern Rock charts and hitting number 5 on the Billboard Hot 100.

Belonging is a powerful thing. There are millions of differently abled Americans who feel like they get left out or looked down on because people don’t think they’re able to do a lot of things, including specific jobs. But not only does technology help overcome certain barriers, a disability in one sense can often create unique superpowers. Raymond Stover shares how the Blind and Visually Impaired community use their listening superpower to be incredible contact center agents.

• Raymond's Journey in the Call Center Industry• A Unique BPO Experience• Innovative Solutions for Blind Agents• Performance Insights of the Blind and Visually Impaired• The Impact of Environment on Agent Performance• Technology Integration for the Blind and Visually Impaired• The Future of Customer InteractionsConnect with Raymond on LinkedIn – https://www.linkedin.com/in/stoverraymond/

MyCallCloud – https://www.mycallcloud.com/

Blind Institute of Technology – https://blindinstituteoftechnology.org/

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

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

The Ohio band, The McCoys, scored this #1 hit in 1965. While the narrator of the song loves Sloopy, it seems the rest of the world feels very differently – “everybody tries to put my Sloopy down.” The song is a signature at The Ohio State University football games and it also played prominently during games of the Cleveland Guardians, Cleveland Browns, and Cleveland Cavaliers. In 1985, it was designated the state’s official rock song by the Ohio General Assembly.

So Sloopy has incredibly dedicated fans but also gets looked down upon by most. Sound familiar? Anyone who’s been in the BPO space for a while can probably relate. Make no mistake, there are problems with some BPOs just as there are problems with some companies in just about any sector. But Kevin Zyskowski said hang on, I want to create a BPO that I love. Not once, but twice. I wanted to find out what lessons he’s learned from those experiences.

• The Motivation Behind Starting a BPO• How Incentives impact Employee Morale• Contract Negotiations and Business Models • The Evolution of Remote Work • Changes in Labor Costs and Market Dynamics • Technological Advancements in Customer Service • Surprising Lessons Learned in the Fast Food IndustryConnect with Kevin on LinkedIn – https://www.linkedin.com/in/kevinzyskowski/

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

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

John Sebastian is probably best known for his time with the ‘60s band, The Lovin’s Spoonful. But in 1976, he scored a #1 hit with Welcome Back, the theme song to Welcome Back, Kotter. A sitcom about a wise-cracking teacher who has returned to his high school alma-mater to teach a remedial class of students, Welcome Back, Kotter featured a group of students who are viewed by most as misfits. But they are also their own close-knit little community. As John Travolta’s Vinnie Barbarino puts in the pilot episode, “This is my place. And these, these are my people.”

That feeling of community that drew Gabe Kotter back to James Buchanan High School isn’t all that different than the feeling that drew Erica Marois back to ICMI. After several years away from the contact center industry, Informa, the parent company of ICMI and HDI among others, asked her to come back to the community she always knew was home.

• The Complexities of the Grocery Industry• The Importance of Community in Contact Centers• Getting Reacquainted with the Contact Center Industry• The Evolution of Work-from-Home Dynamics• Fostering Community Engagement and Connection• The Convergence of IT Support and Customer Experience• Innovative Community Engagement InitiativesConnect with Erica on LinkedIn – https://www.linkedin.com/in/ericastrother/

Reach out to Erica via email: [email protected]

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

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

Bruce Campbell’s return as Ash in the 1992 cult classic, Army of Darkness, illustrated how the specific words we use are critical to success. After his accidental transportation to 1300 A.D., Ash must retrieve the Necronomicon, the Book of the Dead, before he can return home. But to close the portal opened by the book, he must first recite the 3-word phrase, “Klaatu Barada Nikto.” It turns out that using a single wrong word has serious consequences.

You probably won’t have to battle an army of the dead because you miscommunicated with a customer, but those who’ve been involved in customer service and support know that customer interactions can feel like a battle. Kevin Steele learned that shifting your perspective of the customer can turn an adversarial interaction into a partnership and he joins to share how to make that happen.

• Mac vs. PC• The Reluctance to Engage with Support• Shifting Perspectives• Building Trust through Communication• Navigating Customer Relationships• The Power of Feedback• Exploring Cthulhu and the UnknownConnect with Kevin on LinkedIn – https://www.linkedin.com/in/kevsteele/

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

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

20 years ago, American Idol winner, Kelly Clarkson, blanketed the airwaves with Since U Been Gone. The song explores the aftermath of a now-ended relationship. While break-up songs often express longing, regret, and sadness, Since U Been Gone is a realization of how much better things are now. It also expresses the feeling of finally recognizing red flags that have been in plain sight for a while.

These feelings are not exclusive to romantic relationships. People get emotionally connected to software they use at work all the time. And sometimes, they start rethinking their commitment, especially when the relationship feels one-sided. Reagan Helms has led Support at Planning Center for 15 years and during his last appearance on the show during Season 2, he compared his relationship with his support platform to marriage. But recently, that relationship soured and he’s moving on.

• Warning Signs in SaaS• The Migration Dilemma• Vetting New Solutions• AI That Actually Works• Preparing for ChangeConnect with Reagan on LinkedIn – https://www.linkedin.com/in/reagan-helms/

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

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

NSYNC’s 2000 hit, Bye Bye Bye, has been streamed over a billion times on Spotify. The late 90’s and early 2000’s saw a resurgence of the “Boy Band” – a term applied to vocal groups consisting of young men whose performances were marketed primarily to girls and young women. Boy Bands were often “created” rather than forming organically. The 60’s band The Monkees, is perhaps the first example. The template for success had already been established by New Kids on the Block in the early 90s. Backstreet Boys proved the template worked and NSYNC followed it, achieving similar success.

From The Monkees to Meneudo to K-Pop, history has shown that a solid foundational, well-choregraphed template leads to success more often than simply “wingin’ it.” The same is true of leading people. But the disappointing reality for many first-time leaders is that they’re often expected to wing it and hope for success. Erika Taylor-Beck is on a mission to help leaders stop wingin’ it and start churning out success using tried and true methods.

• The Importance of Leadership Training• Communication and Culture in Leadership• Handling Difficult Conversations• The Role of Documentation • Documenting Successes and Building Rapport• Transitioning from Peer to Manager• The Art of Delegation• Tailoring Leadership Styles to Individual NeedsConnect with Erika on LinkedIn – https://www.linkedin.com/in/erika-r-taylor-beck/ Authentic Foundations – https://authenticfoundations.podia.com

Book a Free 30-Minute Strategy Session – https://cal.com/erika-taylor-beck-4esqwd/30min

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

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

Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from thefirst quarter of the year.

This episode features great moments from John Walter, Ian Storm, Chris Gillen, Neal Woodson, Afshan Kinder, Mike Kendall, and Beth Karawan.

Chapters

John Walter – 1:01

Ian Storm – 7:33

Neal Woodson – 10:14

Afshan Kinder – 13:18

Mike Kendall – 15:28

Beth Karawan – 18:12

A long time ago, in a podcast season far, far away, it is a dark time for the inhabitants on planet earth. A novel virus has caused a global pandemic. A year in, many are adjusting to a “new normal” that includes working from home when possible. The social isolation has resulted in an explosion of media including niche podcasts.

Relentlessly pursued by one of these aspiring Rebel podcasters, the renowned CX expert, Brian Dunphy, has acquiesced an invitation to appear as a guest. Little does Brain know that this interview is actually a covert mission to uncover the secret plans of the Disney+ IVR.

• How this native New Yorker ended up “down unda”• The transformation of Postmates• His journey to Warby Parker• The transition from “insourcing” to “outsourcing” • Lessons from launching Disney+ Support Operations • Advice for Customer Support in any galaxy and any timeConnect with Brian on LinkedIn – https://www.linkedin.com/in/brian-dunphy/

C-Lect Consulting – http://www.c-lect.com

Darth Vader Cover Art – https://www.deviantart.com/keyadfdf/art/MLBB-Argus-Darth-Vader-PNG-1027375004

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

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

It’s highly unlikely that you’ll start a podcast and quickly gain the kinds of fans depicted in this scene from Only Murders in the Building. Selena Gomez, Martin Short, and Steve Martin’s characters not only share an interest in true crime podcasts, but they also start their own podcast while investigating a murder in their apartment building on Manhattan’s Upper West Side. But that doesn’t mean you shouldn’t start a podcast. Podcasts are a medium for connection and community engagement, says Priscilla Brooke. She leads the Podcaster Success team at Buzzsprout, a podcast hosting service known for its user-friendly interface and ease of use.

• Understanding Buzzsprout and Its Role• The Evolution of Podcasting• Expectations vs. Reality in Podcasting• Launching the 'Happy to Help' Podcast• The Vulnerability of Podcasting• Understanding Customer Support Dynamics• The Impact of Automation on Customer Expectations• Building Personal Connections in Customer SupportConnect with Priscilla on LinkedIn – https://www.linkedin.com/in/priscilla-brooke-91595854/

Buzzsprout – https://www.buzzsprout.com/

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

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

It’s only fitting that this 1977 #1 Country Hit is sung by Johnny Paycheck. The David Allen Coe written song inspired a 1981 film of the same name. The narrator of the song has realized that he should leave his job, but he hasn’t quite worked up the nerve to quit. Many people have found themselves in similar situations, clinging onto their job security despite knowing they’re in the wrong role or company.

Job Security is a thing of the past, says Sarah Betts – at least in the way it’s typically been viewed. She reveals a new kind of job security that she learned from Support Driven’s Scott Tran and we discuss why it’s so difficult to find a new role today and strategies to overcome those challenges.

• The Changing Landscape of Job Security• Upskilling and Networking• Recognizing When to Leave a Job• The Impact of Job Hopping on Career Opportunities• Navigating the Job Market Today• The Importance of Fit in Employment• Empowerment and Identity in CommunicationConnect with Sarah on LinkedIn – https://www.linkedin.com/in/sarah-betts-dunn/

Vizit – https://www.vizit.com/

National Oldtime Fiddlers’ Contest & Festival – https://www.fiddlecontest.org/

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

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