Waiting for Service

Leadership lessons and career Mistakes How do you continue to grow in your career Bad bosses What makes a good boss  Se... Read more

Live show with an in studio audience with my partner in crime Bob Furniss. What CX means Role of AI  Do we still need h... Read more

I asked an executive if his son would be considering a job in his own call center and you would think I was suggesting h... Read more

Nick Jiwa joins us to talk about outsourcing, and why it needs to be fixed for the sake of the customer. What are the im... Read more

- Leading people is hard - It is for the select few  - You do not and should not promote your best people

-Explore gen 1, gen 2 and gen 3 service employees -What skills do you need now

Bob Furniss is a 40 Year veteran of the space Customer Service Agent and Supervisor are the toughest jobs in the space ... Read more

Adrian joins the show to talk about the evolution of international outsourcing in the contact center space. I would like... Read more

One of my clients used to brag about his refusal to hire any more young people - his argument was "the damn millennials ... Read more

Customers have lots of legitimate complaints about customer service - automated systems that seems to have been designed... Read more

Technology is changing the landscape of the customer experience. On today's show Jamie Ham discusses what the future mig... Read more

I was held at customs for about 30 minutes for being smart ass, I thought the customs agent and I were bonding over our ... Read more

My relationship with coffee is non-committal, my drug of choice first thing in the morning is crispy bacon. I don't visi... Read more

Asking customers for feedback is completely useless. Why then do most organizations continue to do it? Will organization... Read more

This is an episode about the anatomy of a painful customer experience. We have a real end consumer on this episode who s... Read more

- Listen to Outsourcing is broken - Things haven't gotten much better - We have answers

master promoter Louie Lavella is on the issue to talk about social media and CX. The experiences translate from hollywoo... Read more

- Odds are against you - Why are the odds against you? - What can you do?

Manually pecking around looking for random calls to listen to does little for the customer experience and it’s the finan... Read more

How can Millennials help or hurt the Customer Experience? They are called the "Control-Alt-Delete" generation because wh... Read more