Waiting for Service

• What is the function of CX Consulting in 2020?
• How the loss of strategy planning impacts implementation?
• Why playing it safe no longer works?
• Where do you start when it is apparent you have a problem?

Eagle Creek:

https://eaglecrk.com/

Ray Goff:

https://www.linkedin.com/in/ray-goff-457067154/

• How did the idea of shipping cookies start for Nom?
• How can you use gifts to break through the noise in our digital world?
• How can you use gifting in a service recovery environment?
• She shares her goldfish moment - it is a delightful Christmas story.

Chelsea is cofounder of Nom - https://www.getnoms.com/assortments

https://www.linkedin.com/in/chelsea-martin-88005512/ 

• The Curated Experience Podcast hosts Joseph Maxwell of Parlance, for episode #79
• Why is the phone automated system and IVRs so universally hated
• Why speech recognition alone doesn't get the job done
• Building a phone system that works for elderly patients
• 35% of callers gets transferred, they don’t like it, and it can be prevented
• You can improve the employee experience by letting callers speak naturally to connect, when they call into your organization on the phone
• Easy to use self-service and automated call routing frees up employees to help callers who need complex support or empathy
• Connect with Joseph Maxwell on Linkedin or visit the Parlance website https://www.parlancecorp.com 

• The power of very simple changes to your language to the customer experience
• How do you use words to remove customer friction in service 
  • In service recovery - How to Say Sorry less, apologize more
  • What are the steps in actually getting forgiveness when your brands screw up
• How do you use words to reduce turnover
• Where do you start?

Contact Krister - https://www.linkedin.com/in/kristeru/ on Twitter: @meetkrister

• How many metric should you have?
• Should it be uniform across roles
• Not every metrics belongs on a scorecard
• Should you vary the weighting by role?
• What are the five metrics?
• • CSAT
  • First Contact resolution
  • Tune in to hear the other 3

Follow Bob on linkedin and twitter

• The CFO and the C suite are humans with their own needs
  • Your communication must be tailored to what they care about
  • Focus on their metrics, and their outcomes
• Stop assuming everyone cares about happy customers as an end to itself.
• You need political Capital
  • Start by executing on small changes in your purview
  • Bank the capital from small wins
  • Spend the capital on big projects

Reach Bob on twitter

• Bob & I discuss why training for front line leaders are so important
• What you can do to educate yourself continually as a supervisor?
• This course is for current and future contact center leaders
• What is included in my Contact center Management course
• Who should take it and some high praise 

The contact center management course is available for purchase at https://www.betterexperiencegroup.com/ccm/ 

Follow Bob on linkedin and twitter

• Everyone claims they want to provide a great customer experience and then their actions don't match their words
• We have a bias in our CX Strategy that get sin the way of seeing the entire customer Journey from the customer POV
• We hire people then brainwash them into thinking they now work for the greatest company on earth with the greatest products and services. We do not train them to be curious about customers in a way that will uncover value
• This is why he created Value Selling
• 2 things you can start doing immediately
  • Ask Why
  • And listen well enough to use your customers language.

Connect with Chad Sanderson on linkedin and on twitter

• Don't be afraid to make a mistake
• Build a "river of information"
• Get a tribe - make connections 
• Join associations like CCNG 13:23
• What learning looks like in a remote world
• Learn from mentors and being a mentor

Reach us at

https://www.linkedin.com/in/bobfurniss/

https://www.linkedin.com/in/amastenumah/

• Is the stereotype of contact center true?
  • Did you watch the show about the call center called Outsourced
• The characteristics of a bad contact center environment in one word is surveillance
  • If you do not trust your employees you are doing it wrong
  • Contact centers create too many rules for the exceptions not the rule.
  • Are your rules for the employees or for you
• Tips for making changes in the contact center for the better without spending a penny
• Getting to the bottom of the employee sentiment.

• Reach out to Bob @bobfurniss on twitter
• Reach out to Amas @amastenumah on twitter