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Coaching just got a whole lot more scalable Hi Reader 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...
What Is Southwest Thinking? Hi there Gonna take a little break here. Just a couple of weeks. There's some great new CX Passport episodes coming up later in May. This week, just wanted to share a LinkedIn live I did with Sam Stern several weeks ago all about the changes Southwest Airlines announced. It was impromptu and a quick reaction to the news of the day. I think it still holds true today. Put those tray tables up and buckle those seat belts. Let’s go! -Rick P.S. If you know someone who...