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Next in Queue

Next in Queue

By Rob Dwyer
Next in Queue will introduce you to people in and around the Contact Center and CX industries who share their stories and expertise.
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#40 - Adrian Swinscoe
Adrian Swinscoe is a customer experience advisor, podcaster, author, speaker, workshop leader, and aspirant punk.  We discussed his unlikely journey to CX and lessons from Punk CX. Connect with him on LinkedIn https://www.linkedin.com/in/adrianswinscoe/ Listen to the Punk CX podcast and read Adrian’s blog: https://www.adrianswinscoe.com/ Find his books, How to Wow, Punk CX, and Punk XL: https://www.amazon.com/Adrian-Swinscoe/e/B0080439D8?ref=sr_ntt_srch_lnk_2&qid=1655479388&sr=8-2 Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
01:00:38
June 24, 2022
#39 - Bunyamin Cankirli
Differences between living in Belgium, Florida, and Kansas, what he learned by watching The Fresh Prince of Bel-Air, and the similarities between parenthood and leading at work are  just a few of the topics I tackled with Bunyamin Cankirli, Site Director at Concentrix. Connect with him on LinkedIn https://www.linkedin.com/in/bunyamincankirli/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
49:52
June 17, 2022
#38 - Dee Layman
The value of receiving a “no”, turning weaknesses into strengths, and the power of a single glass of water  – just a few of the topics I tackled with Dee Layman, Customer Success Manager at Square. Connect with her on LinkedIn https://www.linkedin.com/in/lynnette-layman-58a04a202/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
58:36
June 10, 2022
#37 - Brian Dunphy
Supporting 60+ million users during the launch of Disney+, lessons learned in the outsourcing world, and meeting customers where they are – just a few of the topics I tackled with Brian Dunphy, VP of Customer Experience at Warby Parker. Connect with him on LinkedIn https://www.linkedin.com/in/brian-dunphy/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
46:16
June 03, 2022
#36 - Tony Won
From politics to Director of Player Support for 450+ million players of Fortnite at Epic Games, Tony Won shares his unique journey within the gaming industry, including his current role Senior Consultant at https://www.playersupport.com/. Connect with him on LinkedIn https://www.linkedin.com/in/tonywon1980/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
01:12:07
May 27, 2022
#35 - Kate Kompelien
How she made “hunter” orange-colored pastry dough, the differences between digital channels, and the role of CX professionals in an organization are just a few of the topics I discussed with Kate Kompelien, Executive Director Experience Strategy at TTEC Digital. Connect with her on LinkedIn https://www.linkedin.com/in/katekompelien/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
35:03
May 20, 2022
#34 - Stacey Pryce
Dealing with anxiety on the phone, how a friend who interned for Wendy Williams led to a podcast with meaning, and the importance of “why” are just a few of the topics I discussed with Stacey Pryce, Founder of PryceUp Coaching. Connect with her on LinkedIn https://www.linkedin.com/in/pryceup/, Twitter @quality_theory and @PryceOnPurpose, and check out her Pryce on Purpose podcast. Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
01:05:29
May 13, 2022
#33 - Chad Molen
Lessons from working in an airplane plant, learning service experience lessons from studying other companies, and what character he is from Office Space are just a few of the topics I discussed with Chad Molen, Service Delivery Manager of NIMBL. Connect with him on LinkedIn https://www.linkedin.com/in/chadmolen/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
47:16
May 06, 2022
#32 - Marion Balandra
The challenges of being a woman and a mother in the business world, how 2020 changed her “why” and led to the founding of Meridian Remote Teams, and what “balance” means to her are just a few of the topics I discussed with Marion Balandra, CEO of Star Mars Tech and Meridian Remote Teams. Connect with her on LinkedIn https://www.linkedin.com/in/%F0%9F%92%97marion-b-75558555/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
41:38
April 29, 2022
#31 - Travis Curnutte
Entrepreneurship, geek culture, and gruesome hockey injuries are just a few of the topics I discussed with Travis Curnutte, Principal at Volli Communications. Connect with him on LinkedIn https://www.linkedin.com/in/traviscurnutte   Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
36:41
April 22, 2022
#30 - Anne Brunson
The differences between in person customer care versus over the phone, the secrets of the greeting card industry, and the IVR trick you should know are just a few of the topics I discussed with Anne Brunson, the Vice President/General Manager of Self-Funded Solutions at Maestro Health. Connect with her on LinkedIn https://www.linkedin.com/in/annebrunson/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
40:01
April 15, 2022
#29 - Jeff Songster
Thanksgiving contact center emergencies, Disney Safari tours, and building your own team are just a few of the topics I discussed with Jeff Songster, the Head of Care for Diggs Pet. Connect with him on LinkedIn https://www.linkedin.com/in/jeffsongster/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
38:45
April 08, 2022
#28 - Ryan Warriner
“Australia hot”, how planning impacts training, and how breakfast with friends in Silicon Valley led to a business in communication strategy are just a few of the topics I discussed with Ryan J. Warriner. Connect with him on LinkedIn https://www.linkedin.com/in/ryanwarriner/and check out his Book, The Effective Presenter: The Winning Formula for Business Presentations and his website: https://www.professionalpresentationservices.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
38:17
April 01, 2022
#27 - David Powers
Punk Rock, tabletop gaming, and how his experience in gaming culture made the transition to work from home easy are just a few of the topics I discussed with David Powers, the Contact Center Manager for Rooter Hero Plumbing. Connect with him on LinkedIn https://www.linkedin.com/in/davidjpowers2/and check out his Caffeinated CX podcast https://anchor.fm/caffeinatedcx/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
01:02:48
March 25, 2022
#26 - Shanna Hayes
The implications of a viral story about an unclaimed $50 syllabus prize and the emergence of CX in higher education are just a couple of the topics I discussed with Shanna Hayes, the Director of Customer (Learner) Experience & Retention at Southern New Hampshire University. Connect with her on LinkedIn https://www.linkedin.com/in/shanna-hayes/. Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
58:00
March 18, 2022
#25 - Mark Brody
How personal interests can spark new relationships, why technology still has not fulfilled the prophecy of the end of Contact Center agents, and the hidden value of local/regional professional associations are just a few of the topics I discussed with Mark Brody, the CEO of Brohawk Solutions and President of the Austin Contact Center Alliance. Connect with him on LinkedIn https://www.linkedin.com/in/mark-brody-410b003/and check out Brohawk Solutions at https://brohawksolutions.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
01:00:46
March 11, 2022
#24 - Carol Marshall
How auto dealership CX has evolved with the internet, the surprising demographic that is driving online sales, her favorite ride, and the crazy car market that is 2022 - just a few of the topics I discussed with Carol Marshall, the COO at ActivEngage. Connect with her on LinkedIn https://www.linkedin.com/in/carolmarshall/and check out ActivEngage at https://www.activengage.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
40:58
March 04, 2022
#23 - Fred Stacey
How a manufacturing accident led to a contact center career, how running a contact center is as valuable as an MBA, and the shockingly slow telephony cloud adoption rates in 2022 are just a few of the topics I discussed with Fred Stacey. Connect with him on LinkedIn https://www.linkedin.com/in/fredstaceyaincx/or check out his services at https://aincx.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
56:52
February 25, 2022
#22 - Rick Strub
How a kid from the Midwest who wanted to be a diplomat ended up in the contact center business, the evolution of the contact center image in Latin America, and what makes Bogotá unique are just a few of the topics I discussed with Rick Strub. Connect with him on LinkedIn https://www.linkedin.com/in/rick-strub-0030b813/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
50:19
February 18, 2022
#21 - Mark Pereira
How a desire to help led to training, how early failures led to professional development, and how he began writing for industry publications are just a few of the topics I discussed with Mark Pereira. Connect with him on LinkedIn https://www.linkedin.com/in/marknick/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
36:00
February 11, 2022
#20 - Donna Drehmann
Dealing with explosive growth, installing the Net Promoter System℠, and writing a children's book are just a few of the topics I discussed with Donna Drehmann. Connect with her on LinkedIn https://www.linkedin.com/in/donnadrehmann/ Check out her book Things Lady Likes on Amazon Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
40:02
February 04, 2022
#19 - Nathan Baldwin
Mizzou/KU rivalry, being a “Party Attendant”, and the future of CX are just a few of the topics I discussed with Nathan Baldwin. Connect with him on LinkedIn https://www.linkedin.com/in/nathancbaldwin/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
42:38
January 28, 2022
#18 - Margarita Palacios
911 calls, Star Wars, and a (future) contact center movie directed by Robert Rodriguez – Maggie Palacios and I had a lot of fun during this episode! Connect with her on LinkedIn https://www.linkedin.com/in/margarita-palacios-egemo-283aba158/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
31:34
January 21, 2022
#17 - Michael McMillan
Making sales calls as a kindergartener, losing over 200 pounds, and learning a new definition of cold are just a few of the topics Michael McMillan shared with me during this episode! Connect with him on LinkedIn https://www.linkedin.com/in/michaelcmcmillan/ or learn more about his current companies at https://www.proximocx.com/ and https://bizsprints.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/ 
43:24
January 14, 2022
#0 - Introduction
Find out what Next in Queue is all about! Music courtesy of Big Red Horse - bigredhorseband.com
06:57
January 07, 2022
#16 - Nestor Castillo
Whether shocking his daughter with a newly shaved head or relocating all over the world, my conversation with Nestor Castillo is a lesson in navigating change.  Connect with Nestor at  linkedin.com/in/nestor-castillo-b283657b Music courtesy of Big Red Horse - bigredhorseband.com
39:29
December 31, 2021
#15 - Kenneth and Louise Kuaea
Rain on tin roofs, crowing roosters, barking dogs… just some of the challenges Kenneth and Louise Kuaea experienced while working to help transform the economy of American Samoa and give back to their community when they started a contact center where none had existed before. Learn more about what they do at https://klaodsolutions.com/ Music courtesy of Big Red Horse - bigredhorseband.com
35:22
December 24, 2021
#14 - Tom Silzell & Abby McBride
I travel back in time to 1990 with Tom Silzell to talk about “Five cent Sundays” at MCI, mullets, and the evolution of telecommunications and the internet. It turns out your long hair doesn’t come back in this type of time travel. We take Abby McBride along for the ride and she throws in a few Millennial curveballs in this episode. Learn more about what they do at https://cxsolutionsource.com/ Music courtesy of Big Red Horse - bigredhorseband.com
56:50
December 17, 2021
#13 - Jeremy Watkin
Using Twitter for something other than doom scrolling, finding your CX tribe, balancing quality with quantity, and #CXQOTD are just a few of the topics I discuss with Jeremy in this episode. Learn more about his current organization at https://www.numberbarn.com/ and check out CXAccelerator at https://www.cxaccelerator.com/ Music courtesy of Big Red Horse - bigredhorseband.com
52:37
December 10, 2021
#12 - Murphy Fraser
Lessons from hospitality, the growth opportunities startups offer, and what exactly CX means - just a few of the topics I tackled with Murphy Fraser, Consultant at Avtex Solutions.  Learn more about her current organization at https://avtex.com/ and check out CXAccelerator at https://www.cxaccelerator.com/ Music courtesy of Big Red Horse - bigredhorseband.com
01:09:33
December 03, 2021
#11 - Jose Moreno
"Better Practices," mergers, and misconceptions about Honduras - just a few of the topics I tackled with Jose Moreno, the Executive Director at Connect Worldwide BPO.  Learn more about his current organization at connectxperience.com Music courtesy of Big Red Horse - bigredhorseband.com
56:58
November 25, 2021
#10 - Danelle Rice
Philly fans, Bull Riding Chutes, and Customer Service Excellence in a Bank - just a few of the topics I tackled with Danelle Rice, the Customer Service Manager of Northpointe Bank.  Connect with her at https://www.linkedin.com/in/danelle-r-rice/    Music courtesy of Big Red Horse - bigredhorseband.com
01:05:05
November 19, 2021
#9 - Jimmy Hosang
From being a failed actor to running an analytics company and everything in between, this is my conversation with Jimmy Hosang, the CEO of The Modular Analytics Company (TMAC).  His story is one of grit and perseverance and he doesn't hold back!  You can learn more about TMAC at https://tmac.ai/   Music courtesy of Big Red Horse - bigredhorseband.com
01:01:10
November 12, 2021
#8 - Milan Batinich II
Why is he called "The Weatherman", how did he got into sales and contact centers, The Platinum Rule, Public Speaking, and so much more is on the agenda for my conversation with Milan Batinich II, the Director of Business Development for A.W. Companies, Inc. Connect with him at https://www.linkedin.com/in/milan-batinich/    Music courtesy of Big Red Horse - bigredhorseband.com
50:02
November 05, 2021
#7 - Emily Thomas
Check out my conversation with Emily Thomas, the Customer Success Manager for American Forest Foundation, where we talk about leadership, finding work that brings you to life, the excitement of learning, and some of the difference between large and small organizations.     Music courtesy of Big Red Horse - bigredhorseband.com
51:00
October 29, 2021
#6 - Louis Wilkerson
Check out my conversation with Louis Wilkerson, the BPO Vendor Manager for Cinch Home Services, where we talk about leadership, sales, incentives, ethics, and his path toward achieving his personal goals.   As always, music courtesy of Big Red Horse - bigredhorseband.com
49:56
October 22, 2021
# 5 - Shanté Smith-Daniels
Listen in on my conversation with Shanté Smith-Daniels, a CX and Contact Center expert, Certified Personal Trainer, and community leader who believes in using her passions to give back.  Check her out on LinkedIn and learn more about The Fit and Food Connection at http://www.fitandfoodconnection.org  Music courtesy of Big Red Horse - bigredhorseband.com
44:28
October 15, 2021
#4 - Jason Scott Livingston
With the superpower of creating amazing customer experiences and teams through proven best practices and creative solutions in every industry he finds himself in, you won't want to miss my conversation with CX expert, Jason Scott Livingston.  Check him out on LinkedIn and at startwithcare.com  Music courtesy of Big Red Horse - bigredhorseband.com
54:01
October 08, 2021
#3 - Kassy LaBorie
Master Virtual Classroom Trainer and the Original Virtual Training Hero, Kassy LaBorie is a on a mission to rid the world of boring slide reading lectures and passive live online participants! She’s the principal at Kassy LaBorie Consulting, training trainers to be virtual trainers around the globe each day! Catch her sharing tips on how to be a Virtual Training Hero on LinkedIn and at her website: KassyConsulting.com. Music courtesy of Big Red Horse - bigredhorseband.com
01:06:04
October 01, 2021
#2 - Trevor Clark of ShyftOff
Startups, Coaching, and the gig model for Contact Centers are just some of the topics I discussed with entrepreneur and co-founder of ShyftOff, Trevor Clark, who was previously a corporate executive responsible for Contact Center Operations, Finance, and Analytics. Music courtesy of Big Red Horse - bigredhorseband.com
52:47
September 24, 2021
#1 - The Telephone Doctor
Listen in on my conversation with Nancy Friedman (NancyFriedman.com and ServiceSkills.com), AKA The Telephone Doctor.  Nancy is an expert on customer service, communication skills, and sales. Music courtesy of Big Red Horse - bigredhorseband.com 
51:07
September 17, 2021