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

When you find your purpose in life, you feel more at peace and experience a sense of belonging like no other. In Japan, this concept is known as "Ikigai" or "your reason for being." In Milan Batinich 's eyes, there are key teachings that exist within this concept that you can apply to your career and he calls it "JEPPP." And who else needs that sense of belonging...

In the age of AI innovation, it's crucial to recognize the unique role of humans in customer service. While AI can automate certain tasks, humans bring irreplaceable qualities to the table. Come along with Justin Robbins as we use data to unpack the value of the human experience in an AI focused market. [7:13- 8:14] AI’s biggest role and impact is how it enables us to exponentially scale, so w...

We are very excited to welcome Stacy Sherman with us back on the podcast to discuss how to do CX and AX right. Agents are working in the front lines just as much as your sales team, so it’s important that they are being treated right. This starts with the leaders and the empowerment that the leaders give to their agents to do their job properly. Business will thrive when they put focus on their ag...

Managing a contact center is no easy task. Any given contact center can take upwards of 1,000+ calls a day. Whether you're a part of a BPO, an auto dealer, or in telecommunications, how exactly can you retain a mighty workforce to handle that kind of workload? Armando Coronado is here to share his personal experiences in the contact center, and what leadership qualities he embodies to empower...

There's something addictive about improving performance metrics. It seems there's some innate fascination with watching numbers get bigger and smaller over time. However, this sort of "metric obsession" can have adverse effects on your contact center. Join us as we chat with Dave Seaton⁠ about how obsessing over metric goals is hurting the customer experience, as opposed to helpi...

Continuing the topic of AI, today we are being joined by Doug Rabold to discuss how AI impacts the quality of our work and how can learn how to properly use AI. We’ve seen before in sales and marketing how new technologies can shape the market and this can happen with AI in CX too. To make sure that there is a growth in quality, it’s important that we educate ourselves on the capabilities of AI an...

In today’s episode, we will be continuing to explore AI and its impact on the CX community, specifically by viewing the relationship of human intelligence versus artificial intelligence. Fred Stacey joins us as we discuss the rapid growth of technology and how the acceleration of innovation makes AI an important part of business. AI can do a lot for CX, but it’s important to remember the significa...

As technology continues to advance, AI is being integrated into businesses everywhere. So how does Al impact CX? AI is seen as one of the most efficient ways to cut costs and increase efficiency, which are very important parts of CX. In today’s episode, we are joined by Kory Kostecka to discuss AI and its role in CX. [ 5:34-6:54 ]  AI is an enhancement, not a replacement. While some calls with sim...

Investing in and adopting agent-focused technology into your CX business can be a great way to improve your efficiency and benefit your company. Today we are joined by software expert, Adam Saad , to discuss the benefits of integrating agent-focused technology into CX.  There are quite a few things that need to be accounted for when integrating new software into your business, so we will be divini...

Throughout the greater CX industry, there are so many benefits to being involved in a community. Today Rob Connelly and Jakob Mattice, discuss the impact that communities have on the CX industry. The more connected agents are to the company reflects onto their experiences with the customer; so it’s important to build up a strong connection. We are better together in our ability to solve problems. ...

Today we welcome back Jeremy Hyde Director of Customer Service for Sun Country Airlines to discuss how to appropriately help employees who are facing crisis in their personal life. [ 9:18 - 10:19 ]  Employee performance issues may alert us to the fact that they are going through some sort of a difficult situation. Let’s talk about how to approach an employee and have a conversation that is candid,...

In today’s episode we are joined again by  Dave Seaton  to discuss the topic of empathy and how it can be used to improve CX interactions. It’s very important to make sure that your customer feels heard in their emotions, so we will be diving into what empathy in CX looks like, as well as how to show empathy in CX. [3:13- 5:02]  There are 3 types of empathy. First is cognitive empathy which is rat...

We are super excited to welcome Stacy Sherman of the podcast Doing CX Right onto our show today! Since most of the CX focus is centered around the customer experience, it is easy to forget about the equally important agent experience. Engaged and supported agents make a large difference in your company and can either help or hurt your business. Today we will be discussing tips for how to keep your...

Q: Why is this the job of a Call Center Agent a job no one wants? A: 2 reasons. 1. Agents call people; and people don’t want to be called. 2. People have to call companies because something in their life isn’t working properly and there is an issue that they are already frustrated with. Today Jakob Mattice welcomes Jacob Shields to talk about improving the call center agent role . If the agent is...

On today’s episode, we are super excited to welcome back our guest Sheri Kendall. Sheri is an expert in CX training analytics and is here to help us connect CX training analytics to our business outcomes. Sheri shares the 3 main areas of analysis: content, trainer, and design. [ 7:44- 9:54 ] The first area of analysis is content analysis. This is all about gathering data and asking the right quest...

Welcome to our first ever Valentine’s Day addition of Recorded for Quality Assurance! Today Rob Connelly and Vistio welcome Suzi Earhart of McorpCX. She’s all about solving problems, giving love, life-long learning and helping others reach their full potential, so she’s here to help us show agents some love today! Contact centers sometimes take a lot of heat for issues with the functioning of thei...

Despite attempting to accomplish the same goal, the West’s version of CX is quite different culturally than the East’s version of CX. In today’s podcast we will be addressing the differences between the two areas. Representing the East’s perspective we have today’s guest Vaishali Dialani , who will be discussing with us the cultural disconnect between the East and the West. [ 4:40- 6:03 ] There ar...

A big welcome to Thomas Laird AKA The Call Center Geek, the host of the podcast Advice From a Call Center Geek! and the Founder and CEO of Expivia. Today Jakob Mattice and Thomas Laird talk about the role that AI will play in the call centers of the future. Question: Do we really think Artificial Intelligence is going to take out the role of the contact center agent? Answer: It already has, but th...

Throughout social media, there is a lot of corporate speech that presents a fake perception of how a company runs. It’s easy to posts if you're a successful business, but how do you become one? Our guest today is Martin Anderson , co-founder and CEO of Lemon Contact Center. Not only do Martin’s posts build respect for his brand, but they accurately reflect his company and its success. [4:07- 6:45]...

Getting buy-ins is everything in CX leadership, so it follows that it would also be the #1 problem that CX leaders struggle with. Today, with the help of Dave Seaton , we will be explaining how to build buy-in and how to appeal to your stakeholders. Topics we cover in today's discussion: [ 3:34-6:33 ] There are more steps beyond buy-in. To be successful, you need both commitment and action. To do...

Today we are talking about the growing expectation from that market that our companies are bringing value to the world. There is a demand for ethical businesses that make the world a better place. Value-based businesses truly reach their customers. With labor being sourced off shore what are our opportunities and responsibilities as companies? [ 3:21 - 4:34 ] What is impact sourcing? Impact sourci...

We just witnessed the Southwest Airlines holiday meltdown of 2022. Due to winter storms, 60% of Southwest’s December flights were canceled, leaving over one million customers were affected. The debacle that ensued can be attributed primarily to Southwest’s Direct Route Model as opposed to the Hub and Spoke Model that most of the other airlines use. Additionally, antiquated technology made it hard...

Welcome to the show! Today we’re diving right in with two real life customer service calls we recently had in our personal lives as customers. Let’s talk about what makes a helpful and seamless experience versus a frustrating experience. Let’s talk about tools, policies and responsiveness. Focusing now on the voice of the agent: [ 9:55 - 11:21 ] The results are in and 65 percent of CX agents don’t...

Back in front of the mic today to talk about agent satisfaction and how to effectively compensate and motivate our most important assets. [ 6:58 - 8:45 ] The polls are in and here’s what agents really want: more respect from leadership, more respect from customers, more satisfaction from their work, better pay, proper training so they feel like they’ve actually been taught how to do their job the...

Jakob Mattice sits down with  Kory Kostecka  from RemX to discuss his insights into the ways we are staffing our call centers and how we can improve our hiring. Our standard screening questions when hiring new call center agents focus on hard skills instead of the soft skills that really move the needle with brand loyalty. Topics we discuss: [ 4:59 - 5:44 ] Here’s what contact centers sh...