Waiting for Service

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**Waiting for Service**

This is a show for anyone interested in improving customer service, contact center and the Customer Experience.

Latest Episodes:

#80 Power of gifting in the customer experience w/Chelsea Martin Oct 06, 2020

Show notes

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/

#79 - Improving the caller Journey with human friendly automation Sep 24, 2020

Show notes

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

# 78 - How simple words can remove customer friction Sep 22, 2020

Show notes

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

#75 - The only five metrics you need in your contact center Aug 09, 2020

Show notes

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

#74 How to get your Contact center projects approved Aug 05, 2020

Show notes

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

#73 Contact Center Management 101 Aug 03, 2020

Show notes

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

#72 What we all miss when we look at Customer journey w/ Chad Aug 02, 2020

Show notes

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

#71 How to be the smartest person in the contact center Jun 26, 2020

Show notes

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/

#70 Your Contact center needs a Makeover (for free) Jun 10, 2020

Show notes

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

#69 Augmented Reality is here to save Field Service W/Gary York Jun 05, 2020

Show notes

Gary York is a serial entrepreneur and technologist and CEO of helplightning
Teleportation is coming but in the mean time we have Augmented reality specifically virtual presence.
Differentiation Virtual Reality from Augmented Reality
How does Augmented reality help on the front end (sales) of the experience -proposals for B2B in Pre-Sales
Field Service may be the biggest opportunity for Virtual Reality in CX
The potential reduction and elimination of truck roll is a game changer
It is one of those solutions that can reduce costs and improve the customer experience
Covid is accelerating this trend.
More information about Help Lightning and Gary York @garyyorktech on twitter

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