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

Let’s welcome back Fred Stacey to the podcast! Today we’re discussing the unique challenges related to the global nature of CX in addition to the improvements we’re seeing. We’re just always encouraged by the data which time and time again proves that positive agent experience directly correlates to high performance and profit growth. It’s just the reality. This is why we are creating a metric to...

You’re going to love our guest Leslie O’Flahavan and her refreshing take on the way we empathize with customers. She’s passionate about shifting the burdens off of CX agents so they can focus on connecting with the customers. Topics discussed in today’s episode: [2:34 - 3:00] "Empathy statements can be scripted. Yes. But the question is, “Should empathy be scripted?” [5:12 - 6:32] We expect agents...

Delighted to introduce you to Dave Seaton of Seaton CX . Dave’s consulting firm works with B2B companies to measure, manage and improve their customer experiences. He focuses on leadership, emotional intelligence and getting buy-in for CX. His weekly newsletter CXPRESSO is for brave CX leaders who want to learn about how to score buy in, how to spur executives to action, how to cultivate a custome...

Understanding what matters to agents is important, now more than ever. If agents aren’t satisfied with their work or connected to their contact center’s culture, they can find opportunities that better suit their needs elsewhere. Wouldn’t it be great if there was a way to measure agent satisfaction so contact center leaders could prevent turnover and improve agent performance? We agree. That’s why...

Talking with Jakob Mattice today about the amazing themes from the ICMI Contact Center Expo in Orlando. Meeting in person, building community and networking with so many great colleagues was so inspiring. Let’s dive in to some of the ideas we share at the conference, namely our focus on Agent Satisfaction as our main metric. [ 8:38 - 9:28 ] Agent empowerment is when an agent understands and solves...

What a great episode today! Sheri Kendall , leader of the CX training team of Wayfair returns to talk about training safe, successful and satisfied agents! FYI: If you haven’t had a chance to listen to episode 17, be sure to go back and catch that episode next to hear even more from Sheri Kendall. In CX when issues aren’t resolved quickly it’s a lose-lose situation. The CFO wouldn’t be happy about...

Welcome to the podcast! Today we are talking with Fred Stacey about his experiences in call centers, both helping to build them and helping them in recovery. Dovetailing nicely with our Agent-Centric Call Center Philosophy is the objective today to discuss Employee Experience. What can we still do to enhance the work life of our employees? How can we engage with them and support them? What’s worki...

We’ve got a special episode for you today! We recorded this conversation on October 4th, the 10th annual CX Day! Meet our fantastic guest Jim Tincher who is the author of the book Do B2B Better which is available now. He’s an expert in all things change management, but you’ll have to tune in to hear what he calls it because he doesn’t actually love that term’s vibe. Jim is here to talk to us about...

Today we’re chatting with Idris Said from XTendico about truly understanding the key role agents play in relationships with our customers and how invaluable that is. Customer service tops the in-demand skills list. We need agents with these skills to take care of our customers. And, then we need to take care of our customer service agents in return, or they’ll leave. They will. They have other opt...

Vistio’s Co-Founder Gregg Antenen joins us today to discuss the adoption of technology in CX. As you may know Vistio provides software, technology and tools to equip CX agents, namely Customer Relationship Management software or CRMs. There is a lot of rhetoric in this industry surrounding buzzwords like digital transformation and value proposition, and we need to comb through that chatter to get...

The shift in labor dynamics that we’ve seen over the last two years has given call center agents the advantage of being able to work from home, take new jobs without having to relocate and elect better opportunities as they come along. Contact centers have been impacted by this new power dynamic. Let’s give a big welcome to Kory Kostecka from RemX. In the CX industry they focus 100% on the people....

Today we welcome Martin Anderson cofounder and CEO of Lemon. Lemon is a BPO is that different approach to its employees and their careers. Today we are talking about improving the lives of our CX agents so that they have supportive training, work-life-balance, and a safe place to vent so that we can extend and elevate their roles in the company promote the longer success of the business. Topics di...

The VP will have an opinion. The C-suite will will want a say. IT’s recommendation will ring heavy in the air. Those in charge of operations, training, marketing and quality assurance will each have their own goals in mind. When it’s time to buy CX technology, though, we believe strongly in keeping the agents in mind. The agents’ use and satisfaction with the technology will affect customer experi...

When most people think of trauma, they think of people who fought in wars or who have witnessed crimes. This is not always the case and most often, trauma can be found in any extended period of stress, including being a CX Agent. We are grateful to be joined by Jeremy Hyde, in today’s episode where we will be discussing how trauma can be caused in the workplace, along with how to positively work t...

You’ll say you have competing priorities and you’re right. On one hand we have profitability and the other we have people. We can’t deny the importance of revenue and profitability, but, we’ve said it before and we’ll say it again: we believe in focusing on the agent. Today we welcome Hui Wu-Curtis from supportU to talk with us about the all-important business buzz-word: company culture. To really...

Today we here at CXQA Live give a big welcome to Jeremy Watkin from NumberBarn and we’re focusing our conversation on implementing the right technology into the contact center. Jeremy talks about the main priority, as he sees it, regarding technology in a contact center: It should boost customer self-service. Data shows that customers would rather not call a contact center to resolve their problem...

In this episode we bring you Sheri Kendall Regional Training Manager of Wayfair to share her approach to CX Training. In many ways our call center agents act as our brand ambassadors all day long, talking to our customers and we believe in taking care of these agents. We need to provide them with effective training to set them up for success. They are holding up important positions on our front li...

Recorded For Quality Assurance is a show where we talk to the world's leading CX experts about industry trends, CX technology, and transforming customer support into a streamlined strategic advantage for your business. On this episode we talk about our agent-centric call center philosophy. The call center agent is the single most important asset that you have. Training, technology buying, and posi...

On this episode of Recorded for Quality Assurance, we welcome CX Trend Expert, Stephen Loyn. In this in-depth interview, Stephen gives expert insight into where the industry is headed with the implementation of technology to enhance customer experience, the current role of the contact center agent and how to improve the CX experience starting on the contact center floor and more.

This episode of Recorded for Quality Assurance features Steve Weston, Managing Partner at SKWeston & Company. Tune in as Steve gives expert insight into the key considerations when choosing a BPO partner, the 3 main areas to focus on when creating a contact center from scratch, how blockchain can transform CX and more.

On this episode of Recorded for Quality Assurance we welcome Customer Experience Executive, Erica Mancuso. In this rich episode, Erica gives expert insight into the importance of having a CX function representative at the C-suite level, how to break down organizational silos to increase customer satisfaction, the technology we provide our agents and more.

This episode of Recorded for Quality Assurance features Michele Rowan, President of the Work From Home Alliance. Tune in as Michele gives expert insight on how to best hire, train and retain agents in the work-from-home environment and more. 

On this episode of Recorded for Quality Assurance we welcome CX subject matter expert and CRO of LiveExchange, Terry Rybolt. Terry gives expert insight into the impact of agent attrition on an entire organization, the transformation of moving agents to a WFH model, and the benefits of GigCX.

This episode of Recorded for Quality Assurance features Jenny Dempsey, Consumer Experience Manager at Apeel Sciences and FruitStand.com. Tune in as Jenny gives expert insight into improving agent morale, important communication strategies, what the ideal agent technology toolbox looks like and more. 

On this episode of Recorded for Quality Assurance, we are joined by Nate Brown, the Senior Director of CX at Arise and Co-Founder of CX Accelerator. Tune in to hear him speak on the key to truly delivering excellent customer service, how we set agents up for success, the most important metrics to be focusing on and so much more.