Masters of Support
By Playvox
Masters of SupportSep 19, 2022
From WFM to WEM: How to Enable Better Service with Aarde Cosseboom
Aarde Cosseboom wrote the book on enabling better service. We mean, he literally wrote the book—it’s called “Enable Better Service.”
On this episode of The Masters of Support Podcast, we talk with Aarde about his book, covering topics like:
- The transformation from workforce management (WFM) to workforce engagement management (WEM),
- How to move up in the CX industry,
- The comparison of working from home versus working in-office, and
- How all of this ties in to—you guessed it—enabling better service for your customers.
Need to brush up on your WFM acronyms and terminology? Check out Playvox’s Customer Service Terminology glossary: https://www.playvox.com/resources/glossary/
Is It Confidence or the Dunning Kruger Effect? Why Contact Center Leaders Need Help Choosing the Right Technology
Sebastian Anthony Corriere’s first job was at a contact center. And the experience taught him life skills that he credits with his success today as the founder of VesuvITas and a thought leader in the CX industry. He sits down with your host Vanessa Gates to tell his story and share his expertise. It’s time for Masters of Support.
Relevant Resources:
VesuvITas Contact Center Solutions and Consulting: https://vesuvitas.com/
Make Every Agent Your Best Agent with WFM - Even Remotely: https://www.playvox.com/blog/workforce-management-for-remote-work/
How to Manage a Remote Contact Center Now: 6 Best Practices: https://www.playvox.com/blog/how-to-manage-your-remote-contact-cent
Should You Treat Customers Like Friends? Meta Marketing Leader Shares His Take on Modern CX Expectations | Gabe Larsen, Head of Marketing at Kustomer-Meta
Gabe Larsen, Head of Marketing at Meta, has a new report he wants to share with you. In it, he sheds light on what modern consumers expect from the customer experience.
Would it surprise you to learn that they increasingly want to engage with brands the same way they do with their family and friends? Hear more and get other valuable insights on the Masters of Support Podcast.
About Gabe:
Before his current role as Head of Marketing at Meta, Gabe kicked off his journey in the CX industry as Vice President of Marketing at Kustomer (acquired by Meta). While there, he not only led the marketing team to success, but also hosted the Customer Service Secrets Podcast, a show devoted to sharing customer service best practices from across industries.
The Modern Age of CX Messaging Report: https://www.kustomer.com/guides/modern-age-of-cx-messaging/
Customer Service Secrets Podcast: https://podcasts.apple.com/us/podcast/customer-service-secrets-by-kustomer/id1500089779\
Recession-Proof Your Customer Service with Scott Prater
On The Masters of Support Podcast, he shares the things that can help future-proof your business: being on the cloud, having the right AI tools, understanding your customer experience, and more.
Reflect and Predict: A Look Back at 2022, a Look Ahead to 2023 | Kristyn Emenecker, Chief Product and Strategy Officer, Playvox
2022 is coming to an end, and the Masters of Support have been along for the ride. In this episode, we reflect on Kristyn Emenecker’s predictions for 2022: what did we get right, and what did we get wrong? Kristyn and Vanessa Gates speculate on what’s to come for the New Year, including thoughts on efficiency, emotional connectedness, and more.
"This Could Have Been an E-Mail": Sutherland Global on Innovative Ways to Engage Employees
“This could have been an e-mail.” We’ve all seen the meme where employees lament that the contents of a meeting could have been summed up in an e-mail. Sutherland Global noticed that their associates weren’t attending meetings and decided to get creative.
Sutherland Global’s Senior Project Manager, Charlene Petrie and Associate Project Manager, Alex Pratt, discuss how they’ve found a way to make sharing important news and updates with their employees more engaging—through a podcast. It’s all in this episode of Masters of Support.
Talking to Machines: How AI Is Shaping the Future of CX
How can automation transform your organization into a CX powerhouse? InflowCX president Adam Rennert joins your host Vanessa Gates to discuss artificial intelligence, automation, and other assistive tools that are helping contact centers serve customers more quickly and efficiently while also improving the employee experience. It's all in this episode of Masters of Support.
Flexibility Isn't Just for Yoga: Why Contact Center Agents are Demanding Remote Work | Michelle Randall, CMO, Playvox
Remote work has quickly become an essential feature of contact center management. New research from Playvox shows that most agents would rather change jobs than give up the flexibility that comes with remote work. Playvox CMO Michelle Randall joins host Vanessa Gates for a deep dive into the research and what it means for contact center leaders.
Additional Resources:
The Contact Center Conflict: Remote Work vs. Return to the Office - Playvox
Creating A Strong Remote Work Policy For Your Contact Center - Playvox
Workforce Management: Essentials for the Modern Contact Center - Playvox
What are you missing? Using sentiment analysis to understand all interactions | Siobhan Miller, VP of Product Management, Playvox
Quality Managers typically only analyze 2-3% of all interactions, meaning that organizations may misunderstand when there is and isn’t an issue. Join Playvox’s VP of Product Management to understand how you can analyze customer sentiment on all of your interactions and leverage those learnings to improve Quality Management.
From Average to Best: Optimizing the Customer Support Journey | Adam Saad, Tech Stack Advising
There's a close relationship between agent experience and customer experience. Adam Saad, CEO of Tech Stack Advising, joins your host Vanessa Gates to discuss how contact centers can enhance the agent experience to improve efficiency, retain talent, and offer a better customer experience.
More from Playvox and Tech Stack Advising:
5 Key Elements for Contact Center Agent Optimization Strategy - Playvox
Keeping the Service Heart of the Business Beating Strongly - Playvox
Home - Tech Stack Advising - Contact Center Software Consulting
Live Human Conversations in the Digital Age: How Do Call Centers Navigate This Mismatch | Rick Delisi, Glia
We live in a digital-first world. The pandemic made that even more of a reality. In this podcast, Rick DeLisi of Glia, shares how contact centers can navigate generational communication preferences and the desire for live human conversations to provide excellent customer service in the digital age.
Resources:
Digital Customer Service Book - Transforming CX for an On-Screen World
Why You Need to Measure Customer Experience in Your Contact Center (playvox.com)
Five Coaching Tips For Contact Center Agents that Work (playvox.com)
Support Ticket Tagging: How Automation Turns Data Into Action
Customer support ticket data is a valuable resource for contact centers that often goes overlooked and underutilized. Listen to our latest podcast to learn how the automation of support ticket tagging and data-driven decision making is changing the way contact centers elevate the experience for their customers.
Resources
The Bouqs Co. Achieved 318%+ ROI from Conversation Tagging Automation (playvox.com)
How Support Tagging Boosts Product-Support Collaboration (playvox.com)
About Tadas:
Tadas leads the Customer AI team at Playvox. He joined Playvox in 2022 following the acquisition of Prodsight, a text analytics startup he founded to help support teams get deeper insights from their customer interactions. In his free time he likes to spend time with his wife and baby daughter, play drums and try his hand at perfecting espresso and latte art.
Service Agent Retention: How Contact Centers Can Retain Their Agents | Jennifer Waite, VP of Product Marketing, Playvox
The Great Resignation. The Great Reshuffle. The Big Quit.
Whatever you call it, you cannot overlook the fact that 48 million workers quit their jobs in 2021. Employees are looking for career opportunities that fit their desire for work-life balance. For contact centers, managing this push from employees is particularly challenging.
Learn what contact centers can do to provide long-term career opportunities for their employees and be their ‘employer of choice.’
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Learn more at https://www.playvox.com/podcast/
Introducing: Masters of Support
High-performing customer support teams have one thing in common: leaders who are committed to engaging the workforce to create exceptional customer experiences. Join the Playvox team and customer support leaders from around the industry as they share their stories. Are you ready to learn from the Masters of Support?