CX QA Live! | The Agent-Centric Customer Experience Show

Your agents are capable of feats even greater than what you could ask or imagine. So why are contact centers still treating agents like order takers? We're not sure, but Nate Brown is happy to take the mic and develop the conversation even further as we take another look into why contact center leadership is unknowingly hindering it's maximum potential. Put on your listening ears, ladies a...

Inspiration for good customer experience is all around us. We can be inspired from just about anything, should we choose to see it. Join us for a wonderful conversation with Stacy Sherman surrounding everyday inspiration for doing CX right! [3:57 - 5:28]  There is a difference between simply having a customer experience moment and learning something from that moment from the perspective of the cus...

As we approach the end of the year, we reflect on all the major decisions we made, and we start determining what we need to do in the future to do better work. It's great when your leaders are in on the plan, but why are most contact centers leaving out the front line in the equation? We're listening in to Jeremy Hyde as we uncover why it's so vital to be transparent with your team, an...

November is "National Gratitude Month." What better time than to bring our friend Philip Bennett back on the show to discuss just how important it is for leadership (and not just in the contact center) to be grateful for their agents? We're going to learn just how big of an impact ungrateful leadership can have on your contact center, and as a result, your entire brand. We're not...

AI has a variety of use cases, and we know how helpful it can be when assisting customers, but what if we were able to take advantage of it before we even deployed it out onto the front lines? How can we best use the advantages that AI provides us when it comes to training? Well, we've got Sheri Kendall with us yet again for another deep-dive into how your new agents and AI can coexist, and ma...

Artificial intelligence has the ability to revolutionize the customer experience. Some would argue that AI can replace your service/support teams and provide customers with a more efficient experience. Stacy Sherman sees AI in a different way. There's so much value to human interactions and if we're going to do CX right, we need to recognize that AI is so much more than an agent replacemen...

We've all been there. At one point or another, we've felt helpless to circumstances beyond our control, and every failure has destroyed our spirit in some way. In the contact center, it's almost natural to feel like a victim when things go awry. However, Jeremy Hyde is going to help us shift that mindset and turn seemingly insurmountable obstacles into fantastic opportunities for growt...

People are at the heart of business. Always have been; always will be. However, managing your entire workforce can be daunting, and making even the smallest mistake can have drastic consequences. So what can you do to prevent that from happening? If you're Dan Smitley, you get that workforce engaged! We'll be focused on WFM strategy in today's discussion, but we'll also be breaking...

Coming to you LIVE from Orlando, FL! We've got a special episode of the show coming to you live from Vistio's booth (#805) at the ICMI Contact Center Expo! This time around we're turning the tables and show veteran Stacy Sherman has Rob Connelly in the hot seat on the topic of human-first AI. What does that entail? You'll have to tune in to find out! [ 3:22 - 4:39 ] Human-first AI...

We already know how important it is to optimize the customer experience. However, if you're hyper-optimizing each department individually, you could be creating siloed, disjointed experiences and not even realize it! Luckily, Dave Seaton is here to share how zooming out and analyzing the journey from start to finish will help you create better experiences for your customers AND agents alike! [...

Even in the toughest situations, your agents should handle every customer interaction with grace and compassion. What's the best way to do that? Well, if you're Sheri Kendall, you show your agents just that while you're coaching them. We're excited to bring back our resident training expert in this discussion where we'll highlight the benefits of coaching your agents with compa...

What's the biggest issue that contact centers face? Go ahead and point to your favorite performance or quality metric, but the issue extends far beyond your data. The real issue is that agents are treated as "glorified" order takers. Your agents are the literal lifeblood of your contact center, and Nate Brown is going to take us back to school to teach us all just how much value your...

Let's be honest. Who aspires to be a contact center agent? It's a dead-end job that someone has to do in order for businesses to succeed... Except it's not! There are so many opportunities for agents to learn and develop into leadership roles. Lisa Guzman returns to the stage to show us how to embrace every skill and trait agents have that will transform them into the best leaders. [ 2...

You can train your agents on your knowledge base, your process, and your entire system, but how do you train them to actually handle a call? Do you just send them into the queue with your fingers crossed? Heck no! We're joined with the Brohawk himself,  Mark Brody  as we explore why simulated customer interactions can help sharpen those ever-important soft skills agents need. [3:11 - 4:28] The...

What happens when you combine Rob Dwyer's "Next in Queue" with our weekly live discussion? You get ALL the value and twice the Rob! Make sure to join us for this very special episode of "CX QA Live!" [6:02 - 7:21] Put on your ears and really listen. It’s too easy as an agent to just get into the motions and not listen to what the other person is saying, but when we actually...

Where do you see the contact center of the future? Is everything self-service; are all agents just hyper-intelligent AI; are we handling CX in VR? In a "pre-GPT" era, we asked Thomas Laird these kinds of questions and we are long overdue for an update. Make sure to tune in and see the future with us together! [3:34 - 5:44] As we look further into the future, it is very likely that we wil...

We're in for a treat today! We covered a lot of ground the last time we spoke with Sheri Kendall, but we've still got even more to go! AI and agent training feels especially topical in today's market, so we're diving back into the discussion and finding even more rabbit holes to go down that will help contact center leaders think about the relationship between agents and AI. [2:41...

If you have a contact center, you're sitting on a goldmine of customer insights. Everyone knows that! What you may not realize is you also are able to get direct feedback from the people who deal with your process everyday. Longtime friend of the show and now our featured guest, Chafik Abdellaoui is here to share his ideas and experiences in attaining and applying this feedback in the contact...

Many would argue that business is all about sales and playing the numbers game. Guess what? They're wrong. The truth is, without customers, there is no business. Join us, along with Philip Bennett , as we reveal why focusing on customer experience agents is vital to servicing, not just your customers, but quite literally everyone. [ 3:57 - 4:29 ] What does your customer get when they choose yo...

CSAT. NPS. AHT. Nearly every contact center has held their agents accountable for metrics like this to evaluate success. Does everyone really understand the values behind the measurements, or do we all just go along with it because it's “the way it’s always been done"? We've got Doug Rabold in the hot seat, helping us realize the true merit of metrics and how they can impact agent per...

It seems everyone is hyper-focused on cutting costs in the call center, and the latest advancements in AI are tempting many to replace their agents completely. But what if there were a way where AI and agents could be trained together for the betterment of the agent and customer experience? Join Sheri Kendall, our honorary expert in all things training, as she unpacks what that looks like in today...

When deciding on how to build out a support team, it's important to analyze the tech and tools you'll be utilizing to do so. However, while it's important to know the value of all of that, it's even more important to recognize the indispensable value of sitting right in front of you. Join us live with Stacy Sherman as we discover more than the monetary value that lives in your cont...

It's very easy for companies to claim they support improving the agent experience and giving them a voice. But how do you actually demonstrate that? Well, for Jeremy Hyde it's just a matter of creating that space for your agents. Join our session today to learn how you can create an action plan for your contact center, with no financial investment required! Topics we discuss: [ 3:54 - 5:45...

Live from CCW in Las Vegas, we'll be bringing back one of our "CX QA Live!" regulars for a very special topic. Serving as a director for ACEL, Co-Founder and COO of Support U, it's our dear friend Dr. Hui Wu-Curtis speaking on the most important asset in your CX leadership teams. Also, we have Stacy Sherman in the host seat this week and we're anticipating some CX greatness t...

Have you ever heard of "People Fertilizer?" While it might sound like something out of the 1973 dystopian thriller "Soylent Green," we promise there's no human composting involved. Rather, we're going to be focusing on how you can help your contact center agents grow into incredible, hard-working leaders. Lisa Guzman is here to help elucidate what exactly it takes to be...