Waiting for Service

Latest Episodes:

Episode 47 - Contact Center Outsourcing is a jungle Aug 11, 2019

Show notes

- Listen to Outsourcing is broken

- Things haven't gotten much better

- We have answers

Episode 46 - You are not Ready for AI - Part 2 Aug 04, 2019

Show notes

Ai in service has plenty of promise and it will be a game changer.

- You are not ready
- Let us show you why

Episode 45 - You are not Ready for AI in service - Part I May 24, 2019

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Ai is coming in customer Service is your contact center ready? We can help this is a short 2-part episode

Episode 44 - Remembering Herb Kelleher Apr 21, 2019

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Employees over customers. Do you have to pick? What is the pecking order?

Where do shareholders rank?

Episode - 43 - The customer Service False Choice Mar 14, 2019

Show notes

- Customer Service still Matters

- Everyone still claims they care about it

- There is a false choice

Episode 42 - How AI can transform the Agent Experience Jan 27, 2019

Show notes

For all the hype around the AI one of the immediate places of

Episode 41 - Is great Service Born or Made? Jan 18, 2019

Show notes

Close your eyes and imagine the best service organizations how many of them are born that way and how many are made?

Episode 40 - Fixing Customer Relationship conundrum part 2 Dec 06, 2018

Show notes

Nothing more central to running a company than the Relationship you have with customers. Most companies get the customer relationship wrong.

Episode 39 - Fixing the Customer Relationship Management conundrum (w Jamie Ham) Dec 02, 2018

Show notes

Nothing more central to running a company than the Relationship you have with customers. Most companies get the customer relationship wrong.

Episode 38 - How to reduce the cognitive load on an Agent Nov 19, 2018

Show notes

The pressing issue for contact center agents is their cognitive load, we can fix this.

Here are 3 places to start