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You’ll feel it when it’s missing Hi there, I drive a 2001 Silverado pickup. Yup...that's right. It's older than my kids and only 6 months younger than my marriage. 25 years and going strong! A few years ago, before I finally replaced the shocks, every bump in the road rattled my spine. Every pothole felt personal. That’s exactly how it feels working in a company without a strong culture. “Culture… is the shock absorber for really difficult times that push people through their limits” - Eric...
Coaching just got a whole lot more scalable Hi there, We all say coaching matters. But most contact centers only review 1–3% of calls. Not because they don’t want to do more—but because they can’t. Fred Stacey sees a way forward. And yes, it involves AI. “Typically, you're at a one to 15 ratio, where one supervisor to 15 [agents]… The first thing that [AI] does is it scales it to 100%.” On CX Passport, Fred talks about AI not as a buzzword—but as a tool that can finally help CX leaders do the...
Even if it is Wednesday Finding your voice in customer experience isn’t always easy. Especially when it feels like the industry already has a “cool kids’ table” you’re supposed to sit at. Beth Karawan shares what it’s like to feel that way…to question the “plastics”. She also shares what happens when you stop chasing the clique—and start building your own tribe instead. “Slowly but surely, I found my tribe, as it were, of people who were also questioning the status quo.” Beth and I first...