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:

#68 - OmniChannel is like a superfood & Why Voice will never die Jun 01, 2020

Show notes

Show Notes

Bob once wrote 5 years ago "Omnichannel or Die" we ask Bob if that article aged well
The compounding effect of doing better on digital channels
The rumors of the voice channel demise was greatly exaggerated
What are the new goals of Omni
Bob's Sales/Marketing envy rears its ugly head agan
Situational Video vs Video everywhere

#67 What Customer Experience can learn from Minor league Baseball w Zach Thomas May 12, 2020

Show notes

Employees, customers or Shareholders if you had to start with one
Is your "Why" Strong enough but more importantly "who" will you become.
What separates the "haves" vs "have nots"
How do you turn turnover into an opportunity
Why leadership is the number one investment every organization should make.

#66 Customer Experience must make dollars and sense/ Jason Bradshaw May 12, 2020

Show notes

Haves or Have nots
The most customer centric Company on earth story
- Why posters on the wall and a new value statement telling the world you care about the customer is worthless
How do you get the CFO on board for your cx efforts
Commercial Chief customer officer
StakeHolder Hierarchy - who comes first - customer, employee or stakeholder.
- His answer will surprise you
Your company needs a North Star for CX that is meaningful and attainable.
Jason is on Linkedin at https://www.linkedin.com/in/jasonsbradshaw/

#65 How to almost get fired and other leadership tips w/ Bob Furniss May 06, 2020

Show notes

Books to read - Never eat alone, Good to Great, who move my cheese, freakonomics
Contact center churn - Why did you stick around so long
Diversity in contact center
Most embarrassing day of your professional career

#64 Service will always be about People w/ GQ Apr 28, 2020

Show notes

In the age of Ai, and tech and more tech we still need humans and more than ever before.

_ Chatbots, chatbots chatbots

-reducing cognitive load on the rep by getting every single agent an AI assistant

-Trends post Covid-19

Embrace WFA - Work from Anywhere
Beware of data/asset protection
Think about its impact on channels
Full view of the customer experience.

GQ is cofounder of LTV plus - https://www.ltvplus.com/author/gq/

Twitter: https://twitter.com/gqfu

#63 Tips for Managing a WFH contact center in a COvid19 World Apr 08, 2020

Show notes

3 Tips if you have never managed a WFH team
- Distraction Management
- Engagement
- Reporting
Digital for short communications
Zoom/Webex isn't feedback
Use the YMCA method of coaching
Bob's dress code on Video conferencing

#62 - Leading a customer facing team in a crisis W/Bob Furniss Mar 23, 2020

Show notes

- People first

- Be honest

-Say when you don't know

-Take stock in things that are working now or not working to incorporate into your playbook

-Be a decent Human Being

#61 - Are Customer satisfaction Survey dead? W/Bob Furniss Mar 22, 2020

Show notes

What role do surveys play in getting the voice of the customer?
Why do less and less people respond?
How do you build a world class VOC program?
Where do you start?
our show was listed a top show on https://blog.feedspot.com/customer_experience_podcasts/

Reach Bob across all channels @Bobfurniss

#60 - AI will reduce the need for Managers Mar 09, 2020

Show notes

All the talk about AI eliminating jobs of folks in trucking and contact center agents
Is this true? We are not there yet.
AI will democratize decision making
Reducing the needs for front line manager
It will improve the customer experience

# 59 - The Contact center of the Future Feb 20, 2020

Show notes

Bob Furniss and I prognosticate on what the future of the contact center would look like.

Starting with its mission
What skills the people will need
Goals and Metrics
Reward and Incentive

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