Next in Queue

Next in Queue

Rob Dwyer

Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe. From CEOs to the frontlines, there are lessons and insights in every episode.

The Beginning of a Beautiful Friendship featuring Neal Woodson

The Beginning of a Beautiful Friendship featuring Neal Woodson

The 1942 film, Casablanca, is one of the most loved films in history. Humphrey Bogart’s character, Rick is a cynical American expat and club owner, while Claude Rains is the corrupt Captain Louis Renault. Cooperation is not what either had in mind in this scene, but when the police arrive after Rick shoots Major Strasser dead, Louis decides to be of service to Rick by telling the arriving policemen to “round up the usual suspects.” What was so important to Rick that he would resort to murdering

Feb 21, • 1:00:04

I Want Security featuring Jordan Hooker

I Want Security featuring Jordan Hooker

While Detroit claimed “Hitsville, USA” at Motown Records, Memphis claimed “Soulsville, USA” at Stax Records. Stax was a scrappy startup that set up shop in an old movie theater and blended emerging R&B styles into the “Memphis Sound” of soul music. And the story of Stax Records can’t be told without Otis Redding. “Security” was the last of four successful singles off his first album, Pain in My Heart. It’s a tight, upbeat departure from the more famous ballads he’s known for like “These Arms o

Feb 14, • 50:52

He’s Doing It Again featuring Kelly Thibodeau

He’s Doing It Again featuring Kelly Thibodeau

Have you ever misheard something in a song or maybe a movie only to later learn what was actually being said? While Pooh and Eeyore aren’t typically hard of hearing, they certainly mistook Owl’s intent in this scene from the 2011 animated film, Winnie the Pooh. Today, you can watch this film with captions and in doing so, it’s very obvious that Owl says “issue” rather than “achoo” because you can read it in the captions. Captions are an example of one way to make media more accessible.Digital ac

Feb 7, • 40:34

It Works for Chanel featuring Chris Gillen

It Works for Chanel featuring Chris Gillen

Mad Men was a study in identities – of characters and of brands. Don Draper, played by John Hamm, is a master of fabrications and storytelling. He understands what motivates Americans of the time even if he doesn’t understand himself. The show explores the brand strategy behind some of the most iconic brands and in this scene, he even discusses a still prevalent strategy of driving sales – the coupon. But Rachel Menkin, played by Maggie Siff, wants more for her brand. She wants the kind of emot

Jan 31, • 1:02:43

Stronger featuring Ian Storm

Stronger featuring Ian Storm

Kanye West’s 2007 hit, Stronger, paraphrased Friedrich Nietzsche’s maxim, “What does not kill me makes me stronger.” The idea is that the trials, tribulations, and challenges we face in life help us grow. It’s a rallying cry used by many in the face of difficult circumstances. A closer reading within context, however, opens the door to different interpretations. Regardless of how you interpret Nietzsche, most business leaders would tell you that creating stronger employees isn’t just about cha

Jan 24, • 1:07:06

Defend the Frontier featuring John Walter

Defend the Frontier featuring John Walter

When Centauri whisks away Alex Rogan to defend the frontier against Xur and the Ko-Dan Armada in 1984’s The Last Starfighter, he leaves behind his assistant, Beta, to act as a doppelgänger proxy for Alex while he’s away. Beta is a simuloid designed to take the form of a person and act as a stand in for that person. Proxies like Beta are the stuff of science fiction. But artificial intelligence advances have led to proxies of another kind – the kind that do mundane tasks for us like cancel sub

Jan 17, • 58:43

Return to Sender featuring Nathan Muniz

Return to Sender featuring Nathan Muniz

In 1962, The King of Rock ‘n’ Roll, Elvis Presley topped multiple charts with Return to Sender, a song about a heartbroken man whose mail to the object of his love is always returned unopened. Over 60 years later, the concept of a handwritten apology sent via mail probably seems foreign when we have access to Snapchat, Whatsapp, and Messenger, among many other communication options. But January is the beginning of tax season in the US. W2s delivered by mail are still fairly common for small

Jan 10, • 58:05

Best of 2024

Best of 2024

Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from the past year. It’s awfully hard to pick favorites from over 50 guests I hosted in 2024. Each episode was wonderful in its own way. This episode features great moments from Kent Morita, Stacy Sherman, Sarah Hatter, Luke Jamieson, Sarah Caminiti, Lindsay Haun, Matt Beran, Amas Tenumah, Jarad Haggard, Tony Won, and Justin Robbins.

Jan 3, • 1:15:49

Winter is Coming featuring Jeremy Hyde

Winter is Coming featuring Jeremy Hyde

In 2011, Game of Thrones took the world by storm. Ned Stark, played by Sean Bean, is the head of House Stark, the ruling family of the North. In this scene, we first hear the phrase, “Winter is coming,” the motto of House of Stark. The phrase was used so often that it’s taken on a life of its own, even spawning many popular memes. Simply put, it’s a warning to be prepared for harsh and unpredictable times ahead. If you’ve ever been to Minnesota in the dead of winter, you understand exactly ho

Dec 27, 2024 • 48:05

Uh oh, it’s Magic featuring Anders Boulanger

Uh oh, it’s Magic featuring Anders Boulanger

The 1984 video for Magic by the Cars featured a wild cast of characters who rush to surround a backyard pool. Why? Lead singer Ric Ocasek walks on water while singing about how the feeling of being close with someone can be like magic. The entire crowd is fixated on Ocasek throughout the video, even after he leaves the water and walks around the pool’s perimeter. It’s the kind of attention that any brand would love to have. But if you’ve ever been to a tradeshow, you know that most brands bar

Dec 20, 2024 • 38:59

Dancing with Myself featuring Jevon Wooden

Dancing with Myself featuring Jevon Wooden

In 1981, Billy Idol left his previous band, Generation X, and went solo. His first single was Dancing with Myself, a remix of a UK flop single he’d recorded with Generation X. But by changing the mix to accentuate the vocals and percussion, the new version was perfect for the newly launched MTV. He became one of the first rockstars popularized on the new channel. Dancing with Myself explored a lack of human connection. As Idol told Rolling Stone, “The song really is about people being in a di

Dec 13, 2024 • 56:19

We Can’t Keep Up with Our Own Success featuring Corey Harlock

We Can’t Keep Up with Our Own Success featuring Corey Harlock

Perhaps the most challenging part of being a founder of a company is dealing with growth. Anne Hathaway’s character, Jules, in the 2015 film, The Intern, grapples with the consequences of her company’s growth and the struggle to let go of certain aspects of the business. Finding the right fit for any job is a challenge – one we’ve recently explored on this show. But finding the right fit for leadership roles in a small, but growing company presents even more challenges. While Corey Harlock may

Dec 6, 2024 • 57:19

Turducken featuring Andrew Rios

Turducken featuring Andrew Rios

Perhaps no person loved Thanksgiving more than John Madden. After serving 10 seasons as the head coach of the NFL’s Oakland Raiders, Madden began the part of his career that led him to be the most recognizable name in football. As the color commentator for NFL broadcasts for the next 30 years, Madden’s love of Thanksgiving popularized the “Turducken,” a deboned chicken stuffed into a deboned duck, stuffed into a deboned turkey. Following his death, the NFL now honors Madden every Thanksgiving.

Nov 29, 2024 • 39:35

Beautiful You’re Hired featuring Tim Glowa

Beautiful You’re Hired featuring Tim Glowa

Very few interviews will ever resemble the one Winston Zeddmore went through in the 1984 classic, Ghostbusters. Hired on the spot as the 4th Ghostbuster, Zeddmore, played by Ernie Hudson, was desperate and so were the Ghostbusters. Annie Potts, playing Janine Melnitz, performed perhaps the strangest and shortest first interview ever. Within a minute, Zeddmore was hired by Dan Aykroyd’s Ray Stantz with a simple introduction. He ended up being an ideal addition to the team. For those who are hi

Nov 22, 2024 • 46:21

Barbacoa de Cabeza featuring Justin Robbins

Barbacoa de Cabeza featuring Justin Robbins

Rock Hudson gives Elizabeth Taylor a foodie lesson in 1956’s Giant about the origin of barbeque. Barbacoa de Cabeza isn’t a dish that most would immediately think of as “barbeque” today, but the cooking technique is certainly replicated for many kinds of common barbeque. Spanish explorers learned that technique on the island of Hispaniola and brought it with them to mainland America. Today, whether you prefer Kansas City, Texas, Carolina, or Memphis barbeque, they all have one thing in common –

Nov 15, 2024 • 1:06:17

Would You Like to Play a Game featuring Joshua Wathen

Would You Like to Play a Game featuring Joshua Wathen

For many, the 1983 film, WarGames, was an introduction into the world of hacking. Mathew Broderick hacks into a military central computer to play a game not realizing the explosive consequences. The Cold War era fear of launching a nuclear arsenal to begin World War III was purposeful hyperbole at the time. But the supercomputer named WOPR that talked in natural language and learned as it went doesn’t seem so hyperbolic today. Hacking into government computer systems, or any system for that ma

Nov 8, 2024 • 37:39

Run Forest Run featuring Conor Pendergrast

Run Forest Run featuring Conor Pendergrast

When Jenny tells Forest Gump to run, well, that’s what he does. But he didn’t just run. He became an All-American kick returner for Bear Bryant’s University of Alabama football team. Later in this 1994 film, Forest runs across the country at least 4 times, inspiring a following that runs with him over the course of over 3 years, 2 months, 14 days, and 16 hours. But despite his love of running, even Forest got burnt out. Doing the same thing for years can wear on a person. Conor Pendergrast s

Nov 1, 2024 • 55:35

Automation featuring Chafik Abdellaoui

Automation featuring Chafik Abdellaoui

The 2019 film, Automation, is bad. It has a poorly written screenplay and awful acting. The worst part of the movie is probably the special effects. For a movie about automation, you’d think they would have used better tools. They could have used Autodesk’s Design and Make Platform to put out something more than a guy in a robot suit but instead, we got practical effects that are rather embarrassing. The Next in Queue TL;DR review: Not enough automation in Automation. Perhaps Chafik Abdella

Oct 25, 2024 • 48:29

The Sword of Azeroth featuring Tony Won

The Sword of Azeroth featuring Tony Won

The Big Bang Theory touched on all kinds of nerd culture, including Role Playing Games, known as RPGs. RPGs can be tabletop games like Dungeons and Dragons or Massively Multiplayer Online games known as MMOs or specifically, MMORPGs. Many RPGs share some specific basics – you create a character that has a specific role, backstory, and specific attributes or skills. Those attributes can be enhanced during gameplay through experience and achievements. In some cases, you can attain specific items

Oct 18, 2024 • 39:33

How Can I Help featuring Dr. Rachel Hitt

How Can I Help featuring Dr. Rachel Hitt

The medical drama, New Amsterdam, features Dr. Max Goodwin as the new Medical Director for one America’s oldest public hospitals. Max strives to do something that seems oddly revolutionary – put patients first. Among his first acts to impact patient experience are to eliminate the Emergency Department waiting room and to bring healthy food into the hospital. Throughout the series, he attempts radical changes to help patients have better experiences in the hospital and better health outcomes.

Oct 11, 2024 • 38:59

Dirty Little Secret featuring Casey Denby

Dirty Little Secret featuring Casey Denby

The video for the 2005 hit, “Dirty Little Secret” by the All-American Rejects featured a montage of people holding up post cards sharing their own “dirty little secrets.” Secrets seem to be part of the human condition, and they’re not limited to individuals. Industries, companies, and functions within companies all have their own dirty little secrets. Sometimes, those secrets are simply a result of a problem without a solution. One function of companies that has long held a dirty little secre

Oct 4, 2024 • 56:31

These Go to Eleven featuring Jarad Haggard

These Go to Eleven featuring Jarad Haggard

While 1984’s This Is Spinal Tap was the genesis of the “mockumentary” genre, it hit so close to home that many viewers (even to this day) believe that Spinal Tap is a real band. The movie shows multiple event mishaps, including cancelled shows, improperly sized props, equipment malfunctions, and even a misbilling as a puppet show. Working as and with musicians (especially those in the rock/metal/punk genres) has a way of leading to outrageous stories for all involved. Jarad Haggard has a few

Sep 27, 2024 • 49:35

Different Strokes for Different Folks featuring Bunyamin Cankirli

Different Strokes for Different Folks featuring Bunyamin Cankirli

While it was Muhammad Ali who first used the phrase “different strokes for different folks” when referring to his fighting style, it was Sly and the Family Stone who embodied how we think of it today. While they weren’t the first group to feature both black and white musicians, or male and female musicians, or be a vocal group, or be a rock band, or have a horn section and gospel backing vocals, they were the first to do ALL of these things at the same time. And their 1968 #1 hit Everyday People

Aug 30, 2024 • 58:19

May I See Your Rental Agreement featuring Amas Tenumah

May I See Your Rental Agreement featuring Amas Tenumah

Customer Experience is on the decline in almost every sector. In 1987’s Planes, Trains & Automobiles, Steve Martin’s character embodied the frustration many customers feel today. His expletive-laden tirade at a disinterested and unhelpful car rental agent played by Edie McClurg might resonate with many customers today. If it were a real company, some might suggest Marathon Car Rental should hire a CX Consultant. But Customer Service Evangelist, Amas Tenumah, has some very different though

Aug 23, 2024 • 42:55

You’re Gonna Need a Bigger Boat featuring Charlotte Ward

You’re Gonna Need a Bigger Boat featuring Charlotte Ward

For nearly 50 years, a mere two musical notes have evoked suspense for those who have seen the 1975 film, Jaws. The movie launched the career of composer, John Williams, and the movie became the prototype of the summer blockbuster. Roy Schneider’s character, police chief Martin Brody, leads a small team of two experts to go after the beach town’s biggest problem – a man-eating great white shark. But when he realizes the scope and size of the problem, he decides that his small team and their sma

Aug 16, 2024 • 55:41

We Have the Technology featuring Neal Travis

We Have the Technology featuring Neal Travis

The Six Millon Dollar Man (a.k.a. Steve Austin) was the result of an opportunity to design a man who was augmented with technology. The 70’s series ran from 1973 to 1978, if you include the first 3 “pilot” episodes that were actually made-for-TV movies. Its use of slow-motion combined with “bionic” sound-effects made Steve Austin (and Lee Majors, the actor who portrayed him) a major cultural icon of the decade. While the design process of The Six Million Dollar Man was a work of science fiction

Aug 9, 2024 • 38:10

We Don’t Need Another Hero featuring Mark Slatin

We Don’t Need Another Hero featuring Mark Slatin

Tina Turner’s hit, We Don’t Need Another Hero (Thunderdome) was the theme to the 1985 film, MAD MAX: Beyond Thunderdome. Given her personal history, one might imagine this song having meaning well beyond the movie’s themes. Afterall, heroes are typically portrayed as men deserving our admiration. Their flaws are often minimized or outright ignored because of their achievements. Be it personally or professionally, most of us want to succeed in our own right – not have some “hero” swoop in and s

Aug 2, 2024 • 40:12

Learning to Fly featuring Jeff Sheehan

Learning to Fly featuring Jeff Sheehan

Customer Experience initiatives can often feel like we’re doing something as complicated as learning to fly. Tom Petty’s 1991 hit was inspired by a quote from a pilot who said that the hardest part was coming down. That safe landing is ultimately the return you’re looking for when you’re flying. It’s a fairly simple way to measure success. For Customer Experience initiatives, measuring success can be more complicated. But that doesn’t mean you can’t do it and do it well. Former Army Aviator

Jul 26, 2024 • 48:08

Far From Home featuring Matt Beran

Far From Home featuring Matt Beran

Eternal Inflation is the idea that baby universes are being created all the time. It’s actually a dominant theory in cosmology today, not just an idea invented in the Marvel Cinematic Universe. When Tom Holland’s Peter Parker (aka Spiderman) starts babbling on about the multiverse in 2019’s Spider-Man: Far From Home, he’s actually babbling about current quantum mechanics and string theory. What it suggests is that, yes, parallel universes exist. For those that have been involved in both, IT

Jul 19, 2024 • 37:49

Connections featuring Lynn Hunsaker

Connections featuring Lynn Hunsaker

In 1978, James Burke, a science historian, brought us the TV series Connections. His interdisciplinary approach to exploring the history of scientific achievements demonstrated how interconnected so many things were. Burke’s contention was that one cannot consider the development of any piece of the modern world in isolation. Isolationist thinking is, of course, not limited to science. It happens in business rather often. We even borrowed a term from agriculture to describe it – siloed thinki

Jul 12, 2024 • 56:16

They’ve Done Studies, You Know featuring Graham Hill

They’ve Done Studies, You Know featuring Graham Hill

Just because you attach numbers to something doesn’t necessarily give it credence – Even Ron Burgundy can sniff that out. This scene from 2004’s Anchorman: The Legend of Ron Burgundy featuring Will Ferrell as the title character and Paul Rudd as Brian Fantana encapsulates a quote popularized by Mark Twain – “There are three kinds of lies: lies, damned lies, and statistics.” Business decisions are often made on the back of statistics. Dr. Graham Hill has spent decades consulting for some of the

Jul 5, 2024 • 50:03

You Give Me One Shot featuring Bryce Cressy

You Give Me One Shot featuring Bryce Cressy

The 2013 film, Wolf of Wall Street, perfectly illustrates the power of FOMO in this scene. Leonardo DiCaprio’s character, Jordan Belfort, uses a detailed sales script to elicit FOMO to drive stock purchases from strangers. First identified in 1996 by marketing strategist Dr. Dan Herman, FOMO, or Fear Of Missing Out, is a driving force behind many decisions we make in the modern age. In part, this is because of our tendency to share positive experiences rather than negative ones. Businesses

Jun 28, 2024 • 48:23

Help! featuring Tom Luther

Help! featuring Tom Luther

The 1965 Beatles hit, Help!, was written during the height of Beatlemania. Released a month before their famous record-setting concert at New York’s Shea Stadium that drew over 55,000 screaming fans, it went to #1 in both the UK and US and was the fourth of six straight #1 singles in a row for the Fab Four. The little band from Liverpool was now the biggest band in the world. John Lennon’s lyrics display an honesty about his uncomfortable relationship with fame and was a favorite of Lennon’s.

Jun 21, 2024 • 43:26

The Bright Side of Life featuring Matt Kendall

The Bright Side of Life featuring Matt Kendall

Always Look on the Bright Side of Life is the comedic conclusion to Monty Python’s 1979 film, The Life of Brian. If you’ve never seen the film, the irony is that it’s sung by Eric Idle’s character to Graham Chapman’s character, both of whom are being, quite literally, crucified. It’s come to signify the “stiff upper lip” spirit of the British people and has become the most popular song played at British funerals. Faced with the impact AI is having on content creation, “Human Writer” Matt Kenda

Jun 14, 2024 • 51:33

Looking Down the Barrel of a Gun featuring Rachel Williams

Looking Down the Barrel of a Gun featuring Rachel Williams

Resilience can be embodied many ways. In the case of the Beastie Boys’ 1989 album Paul’s Boutique, which featured Looking Down the Barrel of a Gun, it’s embodied by the fact that the album, a flop on release, went double platinum in 1999, nearly 10 years after its release. In the lyrics, they mention Bruce Willis who’s come to embody resilience based on his portrayal of John McClane in 1988’s Die Hard and the resilient stream of sequels. But resilience is important for everyone, not just albums

Jun 7, 2024 • 52:39

We’re a New Wave Band featuring David Powers

We’re a New Wave Band featuring David Powers

In the world of punk music, there’s probably no greater insult than to be labeled a sellout. In 1980, the Dead Kennedys were assuredly not sellouts. Invited to the 1980 Bay Area Music Awards to play their indie hit, California Über Alles, the Kennedys did exactly what you would expect a punk bank opening for the likes of Eddie Money and Huey Lewis to do – they threw up a metaphorical middle finger and after the opening chords of California Über Alles, they began playing Pull My Strings. The son

May 31, 2024 • 51:43

Who the Hell Are You featuring Lindsay Haun

Who the Hell Are You featuring Lindsay Haun

Woody Harrelson’s best-known basketball-related film may be 1992’s White Men Can’t Jump, but his 2023 film, Champions, is a far better primer in leadership, especially when it comes to taking over a new team. He plays Marcus Marakovich, a basketball coach doing community service coaching a team of players with learning disabilities to avoid jail time. In this moment, he’s introduced to Cosentino, played by Madison Tevlin, who demonstrates the attitude many people have of a new leader – “Who the

May 24, 2024 • 49:40

This Doesn’t Just Happen featuring Sarah Caminiti

This Doesn’t Just Happen featuring Sarah Caminiti

In 1988’s Big, Tom Hanks brought the perspective of a 13-year-old boy, Josh, into the toy design world. It’s a jarring experience for the seasoned executive, Paul, played by John Heard. Despite all the data Paul presented in this meeting demonstrating the potential of his skyscraper bot, Josh brought a different data point – the real voice of the customer. Josh knew kids and how they thought, not just because he was one, but because he talked with them all day long. That same kind of insight

May 17, 2024 • 53:04

Get Off of My Cloud featuring Fred Stacey

Get Off of My Cloud featuring Fred Stacey

On the heels of one of the biggest hits of all time, the Rolling Stones sent Get Off of My Cloud to #1 in 1965. While the Stones may have felt they were on cloud nine after the success of (I Can’t Get No) Satisfaction, their management was immediately on them for a follow-up. Just wanting to be left alone, Get Off of My Cloud was a direct response to the pressure to never rest and continually pump out hit songs. Nearly 60 years later, the refrain from technologists is “Hey, You, Get On to Th

May 10, 2024 • 52:55

If Droids Could Think There’d Be None of Us Here featuring Luke Jamieson

If Droids Could Think There’d Be None of Us Here featuring Luke Jamieson

2002’s Star Wars: Episode II Attack of the Clones introduced the Kaminoans, a civilization skilled at cloning. Like many skilled at developing specific technologies, the cloners of Kamino didn’t spend much time thinking about the impacts of their work. They were skilled at genetic engineering, and they found customers willing to pay for those skills. Today, cloning people is still taboo but closing voices, faces, and video imagery of people is big business. Despite the glut of customers willin

May 3, 2024 • 50:42

Good Against Remotes is One Thing featuring Kaspars Kirsis

Good Against Remotes is One Thing featuring Kaspars Kirsis

Despite Han Solo’s skepticism in the 1977 classic, Star Wars, the Marksman-H training remote was used to train Jedi for roughly 900 years. They were quick and unpredictable just like a living opponent. They provided instant performance feedback and they could be used at scale, offering unique but simultaneous training experiences to an entire class of Padawans (Jedi trainees for you non-nerds). The training remote is the mock call of the contact center world, but as long as contact centers ha

Apr 26, 2024 • 39:07

Rock ‘n’ Roll Pest Control featuring Margaret Garcia

Rock ‘n’ Roll Pest Control featuring Margaret Garcia

Seattle is known for grunge rock. But before grunge, the Young Fresh Fellows were pumping out punky power pop. And they’re still going strong today. Rock ‘n’ Roll Pest Control, from their 1984 debut is about how the power of music can help all manner of mental pests. But when you have pests like insects or rodents invading your home, music won’t make them go away. You’ll need actual pest control. And when actual pest control companies need help connecting with their customers, they use compa

Apr 19, 2024 • 41:33

Who Do You Trust featuring Dawud Gordon and Ivan Milenkovic

Who Do You Trust featuring Dawud Gordon and Ivan Milenkovic

Last week, we explored trust in terms of leadership. But in this scene from the 1989 Tim Burton film, Batman, Jack Nicholson’s Joker is exploring a different kind of trust. When someone you’ve never met is seemingly always behind a mask, how do you trust them? How do you know who they really are and what they’re actually up to? As work from home has become more and more prevalent in the BPO space, that kind of trust becomes increasingly important. Companies are entrusting the access to thei

Apr 12, 2024 • 50:47

Trust featuring Frank Mona III

Trust featuring Frank Mona III

In 2011, former US Secretary of State, Colin Powell, shared his views on the essence of leadership and boiled it down to a single word, trust. Powell began his military career in the US Army in 1958 and in 1989, was promoted to the rank of General. He concluded his military career by serving as the 12th Chairman of the Joint Chiefs of Staff, the highest military position in the Department of Defense. As listeners of this show well know, leadership isn’t relegated to the military or government.

Apr 5, 2024 • 49:06

It’s Not About Us featuring Sarah Hatter

It’s Not About Us featuring Sarah Hatter

If you’re Tony Stark hosting your own expo, a huge production, outrageous budget, and big personality as a keynote speaker is entirely expected. Attractions, autograph sessions, celebrity sightings – that’s all part of the experience. While you may not see Iron Man at an industry event, you may very well see actual celebrities (from this universe) on stage welcoming attendees. Those appearances pay into the six figures depending on the profile of the celebrity. But some industry events are dif

Mar 29, 2024 • 46:06

There’s Only One Thing Wrong with this Car featuring Alyona Medelyan

There’s Only One Thing Wrong with this Car featuring Alyona Medelyan

Before Baywatch, David Hasselhoff starred in Knight Rider, a television series that featured KITT, an AI-enabled 1982 Pontiac Firebird Trans Am that featured the iconic pulsing red scanner bar. But while Hasselhoff was the star of the show, it was Bonnie Barstow, played by Patricia McPherson, who was the brains behind KITT. As the lead design engineer for KITT’s systems, Bonnie’s character was a pioneering representation of women in STEM fields. While the names grabbing many of the headlines

Mar 22, 2024 • 43:54

Would You Like to Play featuring Kent Morita

Would You Like to Play featuring Kent Morita

Benedict Cumberbatch’s portrayal as Alan Turing in the 2014 film, The Imitation Game earned him an Oscar nomination. In this scene, he describes what has become known as the Turing Test. Introduced in 1950, this test determines if a machine can exhibit intelligent behavior indistinguishable from a human. In short, its goal is to determine if a machine can think. While there are all kinds of philosophical debates about the validity of such a test, it has become ever more relevant in a world wh

Mar 15, 2024 • 54:32

A Little Dignity and a Little Respect featuring Stacy Sherman

A Little Dignity and a Little Respect featuring Stacy Sherman

Dolly Parton is probably more associated with the 1980 film, 9 to 5, because of her hit theme song by the same name. But this scene featuring Lily Tomlin and Dabney Coleman captures a struggle that endures to this day – the prejudice against women in the business world. While things have changed significantly in the last four plus decades, women still face prejudice and discrimination in the workplace. Stacy Sherman is a professional speaker, advisor, LinkedIn Instructor, author, podcaster, an

Mar 8, 2024 • 37:48

Please Mr. Postman featuring Michael Mattson

Please Mr. Postman featuring Michael Mattson

The 1961 hit, Please Mr. Postman, performed by the Marvelettes, was the first #1 single for Berry Gordy’s Motown Records. It carried a plea for the Postman to deliver news from the singer’s boyfriend who was, presumably, at war. The United States Postal System pre-dates the United States of America by nearly a year. Formed July 26th, 1775 by the Second Continental Congress, today’s Postal Service operates over 30,000 post offices serving over 163 million homes and businesses. It is the lar

Mar 1, 2024 • 53:54

I’m Just Gonna Say You’re a Farmer featuring Dan Smitley

I’m Just Gonna Say You’re a Farmer featuring Dan Smitley

During the Career Day episode of That 70’s Show, Michael Kelso’s father, John Kelso, tries to explain his job as a “Senior Executive Statistical Analysis Technician.” While Michael isn’t known as the brightest bulb, I think most people would struggle to clearly explain exactly what it is he does and why it’s important. In the world of Customer Service and Support, many view the Workforce Management department as similarly confusing. Like John Kelso’s job, it involves “diverse statistical info

Feb 23, 2024 • 47:08

I Know You Called featuring Douglas Tait

I Know You Called featuring Douglas Tait

The 1994 R.E.M. hit Star 69 referenced the access number for the “last-call return” feature of telephones in North America. The chorus repeats the phrase, “I know you called” 5 times before revealing the caller hung up but was discovered using the *69 feature. That feature, however, pre-dates the current telephony system that primarily uses VoIP (Voice over Internet Protocol) which allows the “spoofing” of phone numbers. In short, today, it’s hard to know who actually called. But by utiliz

Feb 16, 2024 • 37:52

No One to Call featuring Tim McElgunn

No One to Call featuring Tim McElgunn

Great comedy requires keen observation and analytical skills. One of the best at observing and analyzing human behavior was George Carlin. In this bit from 1976, he takes aim at our behaviors with the telephone. Of course, telephone technology has come farther than either Alexander Graham Bell or George Carlin could have anticipated. Today, they are indeed everywhere, all the way from Orlando to Albuquerque. The kind of observation and analytical skills needed for comedy are like what’s need

Feb 9, 2024 • 51:00

No, Nick - Motivating featuring Russel Lolacher

No, Nick - Motivating featuring Russel Lolacher

2011’s Horrible Bosses takes the idea of bad leadership to the extreme, but many people can relate to Nick’s exasperation with his horrible boss, Dave. The movie highlights three different types of horrible bosses – so horrible that their subordinates conspire to murder them. Don’t worry – it’s a comedy. The reality of having a horrible boss, however, is no comedy. Fostering great work environments by focusing on employee experience is the idea behind the podcast, Relationships at Work, hoste

Feb 2, 2024 • 50:44

Monster is a Relative Term featuring Mike Verret

Monster is a Relative Term featuring Mike Verret

Dr. Henry Wu provides an illuminating take on the idea of perspective in 2015’s Jurassic World: “To a canary, a cat is a monster; we’re just used to being the cat.” Our perspective on just about anything is likely biased by what we’re used to. Businesses often forget the perspective of who they’re marketing to, says Mike Verret. In fact, when it comes to marketing, Mike says your message is not about your business – it should be about how your audience perceives what you do. He joins the show

Jan 26, 2024 • 43:56

Have You Tried Turning It Off and On Again? featuring Doug Rabold

Have You Tried Turning It Off and On Again? featuring Doug Rabold

The British comedy, The IT Crowd, was inspired by an encounter with a PC tech with poor people skills. While IT Service Desk and IT Service Management have both changed drastically since it’s 2006 debut, the stereotype of socially inept geeks answering tech support calls lives on. But there’s a shifting of the IT Service Management landscape. The principles of Customer Experience are beginning to play a larger role within ITSM. Evidence for that is presented by today’s guest, Doug Rabold. D

Jan 19, 2024 • 40:35

The One That I Want featuring Jason Trujillo and Kate Kompelien

The One That I Want featuring Jason Trujillo and Kate Kompelien

The 1978 film, Grease, follows the romantic journey of Danny Zuko, played by John Travolta, and Sandy Olsson, played by Olivia Newton-John. You’re The One That I Want is the theme to the denouement of the story, when both characters recognize the persona of the other and reimagine who they could be for each other. Creating a product that customers want requires understanding the various customer personas. Afterall, not every customer is looking for Greased Lightning! Jason Trujillo and Kate

Jan 12, 2024 • 47:33

Last Dance featuring Jason Hiland

Last Dance featuring Jason Hiland

If you’ve never seen the video for Tom Petty’s 1993 hit, Mary Jane’s Last Dance, it’s a disturbing example of what can happen when an unsupervised worker with the right access goes rogue. While work from home has become increasingly popular for contact centers, agent disengagement and security concerns still linger. Jason Hiland has spent over two decades in the contact center business and is currently focused on solving these concerns. We discuss: • How work from home is unique for contac

Jan 5, 2024 • 50:17

Ruin is the Road to Transformation featuring Kassy LaBorie

Ruin is the Road to Transformation featuring Kassy LaBorie

Based on the 2006 book of the same name, the 2010 film Eat, Pray, Love follows the self-discovery journey of Liz Gilbert, played by Julia Roberts. Faced with a “now what” moment, she travels to Italy, India, and Bali. This clip illustrates a moment of realization for her about change and fear. Her resolve, however, will continually be tested, and the journey has only just begun. Kassy LaBorie recently faced a “now what” moment, herself. Over the past year, she has been on her own journey of t

Dec 29, 2023 • 45:42

Ritual featuring Mercer Smith

Ritual featuring Mercer Smith

Perhaps no movie epitomizes the early 90s grunge scene quite like the 1992 film, Singles. Cameron Crowe’s second film featured a soundtrack littered with bands that would soon become household names. Soundgarden’s Birth Ritual featured the unmistakable vocals of Chris Cornell belting out the word Ritual. Rituals are a feature of every society, often linked to religions and cults. But rituals are hardly relegated to the mystical. They show up within our teams, our families, and our personal li

Dec 22, 2023 • 41:20

Jenny I’ve Got Your Number featuring Philip Bennett

Jenny I’ve Got Your Number featuring Philip Bennett

For most of 1981, 867-5309 would have been considered a random phone number at best. By the spring of 1982, it had become the most famous phone number in the world. Tommy Tutone’s hit even inspired a fad of people calling the number and asking for Jenny, forcing nearly one hundred people to change their phone numbers. Perhaps the second most famous number in the US began its journey to fame a few years earlier. Originally just 588-2300, the Empire Today® jingle has been around since 1977 in co

Dec 18, 2023 • 52:30

We All Wanna See You Tattoo Your… featuring Kory Kostecka

We All Wanna See You Tattoo Your… featuring Kory Kostecka

In Season 8 of The Office, Andy Bernard gets creative with an employee incentive plan to drive better profitability. His points system is met with apathy until he ups the ante with some pretty bizarre and embarrassing potential rewards. In typical Andy fashion, his plan backfires spectacularly. Kory Kostecka, the Director of Workforce Solutions at Paramount Staffing, believes contact centers need to adjust to attract and retain top talent, but he wouldn’t advise using Andy’s method. Instead, h

Dec 8, 2023 • 38:13

The Look featuring Daniel Nilsson

The Look featuring Daniel Nilsson

In 1989, Roxette took the world by storm with their first hit, “The Look.” Songwriter, Per Gessle wanted the band’s 2nd album, Look Sharp, to be “a little more programmed, digital, and modern” than their first effort, Pearls of Passion, so he got a synthesizer and in the process of learning to use it, wrote “The Look.” Daniel Nilsson believes support should be “a little more programmed, digital, and modern” as well. Not only does his proactive approach to support reduce support inquires, it d

Dec 1, 2023 • 38:29

Fantastic Voyage featuring Ilenia Vidili

Fantastic Voyage featuring Ilenia Vidili

The iconic 1980 Lakeside hit, Fantastic Voyage, invites listeners to leave behind the mundane and embark on a journey filled with unexpected delights. Breaking free of societal constraints and your own comfort zone has compelling rewards, but only if we’re ready to embrace the journey. Societal constraints extend to the business world, too. Quarterly earnings calls often compel business leaders to follow a path to short-term gains rather than focusing on customer-centricity and the long-term ga

Nov 24, 2023 • 52:07

So Shines a Good Deed in a Weary World featuring David Allison

So Shines a Good Deed in a Weary World featuring David Allison

This was the moment that Charlie showed Willy Wonka what he really valued in the 1971 classic, Willy Wonka & The Chocolate Factory, which was based on Roald Dahl’s 1964 novel, Charlie and the Chocolate Factory. Charlie, despite having secretly tried Fizzy Lifting Drinks at the behest of Grandpa Joe, valued personal integrity. It was this integrity that Willy was looking for in his successor. But there were 5 children, approximately the same age, in the running for the actual prize. Age and

Nov 17, 2023 • 55:54

Man in the Mirror featuring Phil Johnson

Man in the Mirror featuring Phil Johnson

While the title track of Michael Jackson’s 1988 album, Bad was full of bravado and ego, the fourth single, Man in the Mirror, was a lesson in both humility and personal responsibility. It would go on to become Jackson’s tenth #1 single. While making a change seems like a relatively simple thing to accomplish, Phil Johnson says it requires building new habits to replace your old habits, and that requires building new neural network pathways in your brain. But if we want better results, changin

Nov 10, 2023 • 46:57

This Town Deserves a Better Class of Content featuring Paul Banks

This Town Deserves a Better Class of Content featuring Paul Banks

In one of his final and most acclaimed roles, Heath Ledger gives some incredible advice as The Joker in 2008’s The Dark Knight – value your skills. In this scene, he’s found the people who need his particular skillset – they probably can’t do the job themselves and besides, who has the time when you’ve got all that criming to do? So often in business, there are things we know need to be done but we struggle to find the time and we may not possess the skills. Paul Banks realized that content was

Nov 3, 2023 • 53:51

Seriously Understaffed featuring Irina Mateeva

Seriously Understaffed featuring Irina Mateeva

Not every situation calls for the whole team. But even the likes of Black Widow (Natasha Romanoff) and Iron Man (Tony Stark) feel it when there aren’t enough of them to handle the job, like in this scene from 2016’s Captain America: Civil War. Staffing plans are important for all kinds of businesses, including, apparently, the superhero business. But in the contact center world, instead of super-soldiers, Nazis, and politicians to worry about, Workforce Management professionals must deal with

Oct 27, 2023 • 46:24

LinkedIn State of Mind featuring Elena Garvey

LinkedIn State of Mind featuring Elena Garvey

Jay-Z’s Empire State of Mind featuring Alicia Keys was a love letter to New York. It was a song that expressed how, despite its obvious flaws, the city offered things that no other city offered. New York is a place of inspiration, style, renewal, dreams, and success stories. At the same time, it can be a brutal gauntlet that pushes you to (and possibly past) your limits. As Old Blue Eyes once sang about New York, “If I can make it there, I’ll make it anywhere.” Cities and towns have been creat

Oct 20, 2023 • 43:04

Kapowee! featuring Mitch Case

Kapowee! featuring Mitch Case

If you’re not familiar with Grady the Badger, let me introduce you. Grady appeared in commercials for Johnson Automotive, a chain of dealerships in North Carolina, Maryland, and Florida. Grady was, uh, well, everything people hate about salespeople and then some. Pushy, obnoxious, misogynistic, condescending – you name it, Grady embodied it. In this commercial, he suggests feigning interest in potential customers to make the sale. While this tactic seems slimy when it’s merely acting, Mitch C

Oct 13, 2023 • 42:35

Hiring Your Next Agent J featuring Milan Batinich II and Mark Brody

Hiring Your Next Agent J featuring Milan Batinich II and Mark Brody

Even the most exclusive organizations in the world often hire based on “gut” or “instinct” without any real data to show whether someone is a good fit for a role or not. In 1997’s Men in Black, a group of young officers, including NYPD detective and future MIB agent J (Will Smith), are submitted to a battery of tests supposedly for their "motor skills, concentration and stamina." The tests were actually designed to assess their intelligence, resourcefulness, independent thinking, relationship wi

Oct 10, 2023 • 38:02

Scar Tissue featuring Rob Connelly

Scar Tissue featuring Rob Connelly

In 1992, guitarist John Frusciante left the wildly successful Red Hot Chili Peppers and spent the better part of the decade battling heroin addiction. Nearly 7 years later, he reunited with the band and it’s his unmistakable melody that introduces the Grammy-winning 1999 hit, Scar Tissue. The song delved into themes of drug addiction and the struggles to overcome it – lead singer Anthony Kiedis had been battling his own addiction as well. But Scar Tissue spoke to more than recovering drug addict

Oct 6, 2023 • 39:08

Baby If You’ve Ever Wondered featuring Sandy Yu

Baby If You’ve Ever Wondered featuring Sandy Yu

WKRP in Cincinnati was a sitcom that ran from 1978 to 1982. It was a show that really focused on the relationships between the main characters on the show, all employees of a struggling AM radio station in Cincinnati that switches its format to playing rock music to stay afloat. The theme song you just heard contains the lyrics, “Baby, if you’ve ever wondered, wondered what ever became of me.” In the world of B2B, I’m sure there are a lot of customers thinking the same thing about their vendors.

Sep 29, 2023 • 43:35

I Fought the Law featuring John Walter

I Fought the Law featuring John Walter

Hit songs sometimes take a long path to recognition. Perhaps you recognize this song as a hit by The Clash. Their 1979 punk cover version reached #24 on the Irish Singles Chart and has since appeared in blockbuster movies and video games. But the song was written by Sonny Curtis in 1958. The following year, he took over guitar for Buddy Holly in the Crickets and they recorded the song. It received very little airplay. Then, in 1965, The Bobby Fuller Four recorded this version of the song and i

Sep 22, 2023 • 38:49

What It’s Like featuring Dr. Natalie Petouhoff

What It’s Like featuring Dr. Natalie Petouhoff

Everlast gained fame as the lead vocalist of the Irish-influenced hip-hop group House of Pain in the early 90s with their infectious hit, Jump Around. But by 1998, House of Pain had disbanded and Everlast, now nearly 30, took on a new persona for his solo career – Whitey Ford. His first hit single, What It’s Like, was more than just a musical departure from the up-tempo rock/rap anthems of his youth - it was a lesson in empathy. Dr. Natalie Petouhoff believes business leaders often don’t know “

Sep 15, 2023 • 52:35

Chain-o'-Command featuring Ron Holt

Chain-o'-Command featuring Ron Holt

In 1986’s Odd Jobs, Max (played by Paul Reiser) gets his feet wet in the moving business while partnered with a veteran of the industry, Wylie. In this scene, his very first day on the job, Wylie makes it clear that this partnership is more of a dictatorship. After realizing the only moving company option, which is also mob-owned, provides horrendous service, Max and three friends see an opportunity to start their own moving company. Eighties hilarity ensues. Ron Holt also saw an opportunity t

Sep 8, 2023 • 55:18

How Do We Do That featuring Jan Young

How Do We Do That featuring Jan Young

Taking a new product to market is rarely easy. Just ask Walter White. Our role in that is often unpredictable. Afterall, Walter was a chemistry teacher before his entrepreneurial escapades on Breaking Bad. He had to learn a lot of new skills to become successful in an entirely different industry. Jan Young got her start in tech before the dot com bubble burst as a project manager. After moving from New York to Los Angeles, she had stints in marketing, sales and account management, product ma

Sep 1, 2023 • 55:29

Jump the Queue - Looks Good On You Though featuring Nate Brown

Jump the Queue - Looks Good On You Though featuring Nate Brown

While golf fashion is significantly more toned down these days, it was once a world filled with loud prints and wild colors.  And perhaps no character personified loud and wild in the golf world quite like Rodney Dangerfield’s character in 1980’s classic film, Caddyshack.  In this scene, after making fun of a particular trilby in a golf shop, he sees Ted Knight’s character wearing the exact same hat. No stranger to golf or brightly colored clothes and hats, Nate Brown blossomed when he found the

Aug 30, 2023 • 53:04

You’ve Got to Know When to Hold ‘Em featuring Tino Engel

You’ve Got to Know When to Hold ‘Em featuring Tino Engel

The 1978 hit, The Gambler, by Kenny Rogers tells the story of a chance meeting with gambler who offers his outlook on life using poker metaphors in exchange for a drink of whisky. In the gambler’s mind, every situation requires decisions because life itself is a gamble. To play it well, you must choose wisely, take a few risks, and not dwell on inevitable losses. Following a chance introduction to poker at a party, Tino Engel took his own gamble and began his journey as a professional poker p

Aug 25, 2023 • 45:52

We’re Not Gonna Take It featuring Michael Podolsky

We’re Not Gonna Take It featuring Michael Podolsky

Dee Snider, the frontman for Twisted Sister, “wanted to write an anthem for the audience to raise their fists in the air in righteous anger” and the result was the transcendent hit, We’re Not Gonna Take It. Over time, the song took on new meanings. In 1985, a year after its release, it meant fighting censorship attempts by the Parents Music Resource Center (PMRC) and led to Dee Snider testifying before the US Senate. More recently, in a somewhat ironic twist, striking teachers in Oklahoma belte

Aug 18, 2023 • 46:03

Blame Canada featuring Mike Aoki

Blame Canada featuring Mike Aoki

In South Park: Bigger, Longer & Uncut, Kyle’s mom, Sheila, makes Canada the scapegoat for the bad behavior of South Park’s children. But if Kyle’s mom were to find a scapegoat today, it would likely be Artificial Intelligence rather than America’s friendly neighbor to the north. It’s hard to go a single day without hearing about how AI will automate everything, including contact center jobs. One Canadian who’s not scapegoating the role of AI in the contact center is Mike Aoki. A survivor of

Aug 11, 2023 • 43:10

The Color Of This Pen Is featuring Nick Glimsdahl

The Color Of This Pen Is featuring Nick Glimsdahl

Liar Liar imagined an attorney who could only tell the truth for an entire day. In this scene, he’s attempting to use all his willpower to simply lie about the color of a pen. This 1997 Jim Carrey film makes us wonder – what if marketers had to do the same? Nick Glimsdahl, host of Press 1 for Nick and Director of Contact Center Solutions at VDS, thinks they would tell a very different story. We discuss: • The State of Customer Service Today • How organizational measures get in the w

Aug 4, 2023 • 40:04

I Can featuring Sean Ilenrey

I Can featuring Sean Ilenrey

The 2003 hit, “I Can” by Nas may have been aimed at children, but the message of hard work to achieve your dreams is relevant to anyone still involved in that pursuit. Success is a product of hard work, practice, and recognizing and taking advantage of opportunities, particularly stretch opportunities. Sean Ilenrey went from a homeless high school dropout to an award-winning executive in tech and keynote speaker. Turning his life around inspired him to help other professionals achieve their o

Jul 28, 2023 • 33:13

I’m Not Your Ordinary, Everyday Fool featuring Rick Denton

I’m Not Your Ordinary, Everyday Fool featuring Rick Denton

Clark W. Griswold is not your ordinary, everyday fool – he’s an exceptional fool and one who loves travel. Whether it’s California’s Walley World, Europe, or Las Vegas, Clark has experienced a lot as a customer while traveling with his family. In this scene from 1983’s National Lampoon’s Vacation, Clark is experiencing was could have been a “relationship restoration” moment that could have cemented his loyalty for life. Rick Denton can tell you about successes in a moment like this as well a

Jul 21, 2023 • 43:58

Be Curious Not Judgmental featuring Ashna Patel

Be Curious Not Judgmental featuring Ashna Patel

I may be biased, but this scene from Ted Lasso may be one of the best scenes in recent television history. Aside from reminding us how food can transport us back in time, it more importantly reminds us to always be curious. Asking questions is a skill we learn very early in childhood – particularly ones that begin with “Why?” But that curiosity is often stifled by the desire to appear informed, smart, and competent, particularly in the workplace. Ashna Patel refuses to abandon that curiosi

Jul 14, 2023 • 47:20

Jump the Queue featuring Emma Lo, Tino Engel, and Michael Hanks

Jump the Queue featuring Emma Lo, Tino Engel, and Michael Hanks

2500 years ago, before Socrates, Plato, and Aristotle, the Greek philosopher Heraclitus observed the ever-present state of flux in everything. His philosophy on how everything flows is often paraphrased (or misquoted) as, “The only constant in life is change.” On this episode of Jump the Queue, we’re exploring transitions. Emma Lo started out as a cancer researcher in Taipei, Taiwan, moved to Canada, and then discovered what she really liked was interacting with people going through transit

Jul 11, 2023 • 32:51

Okay Campers Rise and Shine featuring EJ Kritz

Okay Campers Rise and Shine featuring EJ Kritz

Being an agent in a contact center can sometimes feel like Groundhog Day. You take call after call every shift and most of them sound like the calls you took the day before that, and the day before that, and the day before that. Of course, not everyone can thrive in that kind of environment. I mean, Bill Murray spent 12,395 days repeating the same day over and over, but he had no choice in the matter! Contact Center agents most certainly have a choice, so it’s critical to hire people who appre

Jul 7, 2023 • 52:01

Are You Experienced featuring Dan Gingiss

Are You Experienced featuring Dan Gingiss

If you’ve never seen it, watch footage of Jimi Hendrix at the Monterey Pop Festival in 1967.  Then you’ll understand why his band was called The Jimi Hendrix Experience.  Their debut album – Are You Experienced? – was an immediate success, both critically and commercially.  But it was Jimi’s stagecraft, a revelation to mostly white Greenwich Village audiences where he emerged as a star, that cemented the “Experience.”  This craft had been honed while touring the incredibly demanding Chitlin'

Jun 30, 2023 • 46:01

Inconceivable featuring Neal Topf

Inconceivable featuring Neal Topf

While the Princess Bride featured more famous quotes, Iñigo Montoya questioning Vizzini’s use of “Inconceivable” is not only memorable, but relatable in the business world when we hear terms used over and over in ways that may not be appropriate.    While it’s not “inconceivable,” Neal Topf, President of Callzilla, has his own industry term that makes him feel like Iñigo Montoya every time he hears it in the wrong context.  But our conversation isn’t about semantics – it’s about the realities of

Jun 23, 2023 • 45:06

I Know Kung Fu featuring David Wentworth

I Know Kung Fu featuring David Wentworth

We’re still a long way from learning Kung Fu in seconds like Neo did in The Matrix, but learning technology has come a long way over the past decade.  With the impending launch of Apple Vision Pro, and the recent impressive advances in Generative AI, is learning on the cusp of something completely different from what’s come before it? David Wentworth, spent nearly 2 decades as a learning technology analyst before recently joining Schoox, a workplace learning platform. We discuss:   ·        Wh

Jun 16, 2023 • 50:18

I'm Good Enough I'm Smart Enough featuring Casey Klein

I'm Good Enough I'm Smart Enough featuring Casey Klein

Daily Affirmations with Stuart Smalley mocked the self-help industry, but there have been numerous studies affirming a wide array of benefits of both self-affirmations and words of encouragement from others.    Casey Klein isn’t a self-help guru, but he is thinking about ways to make life in the contact center better for agents.  Among those ideas is using data to intervene and provide encouragement when agents have emotionally difficult calls.    We discuss:   ·        Why contact centers expe

Jun 9, 2023 • 51:02

I Would Rather Work for Chuck E. Cheese featuring Mary Drumond

I Would Rather Work for Chuck E. Cheese featuring Mary Drumond

While the disdain Parks and Recreation’s Ron Swanson has for government is played for laughs, his view of government being inefficient and a lousy place to work is shared by many Americans.  But what if government inefficiency and employee dissatisfaction are, in part, because the software tools available to government employees haven’t kept up with the private sector?  What if Ron Swanson experienced government tools the same way he experienced bacon and eggs? These are the kinds of questions M

Jun 2, 2023 • 51:02

We Don't Take No for an Answer featuring Jim Tincher

We Don't Take No for an Answer featuring Jim Tincher

In 1995’s Tommy Boy, Tommy Callahan used a story (rather unsuccessfully) to paint a customer experience, in this case, a B2B2C (Business to Business to Consumer) customer experience.  His effort left more than a little to be desired.  While stories can be an effective way to present the Customer Experience, Jim Tincher learned long ago that stories aren’t enough.  After cutting his teeth in CX at Best Buy, he fell in love with B2B CX and eventually wrote a book on the subject titled Do B2B Bett

May 26, 2023 • 40:53

The World Ain’t All Sunshine and Rainbows featuring Kristi Faltorusso

The World Ain’t All Sunshine and Rainbows featuring Kristi Faltorusso

Creed II was the 2018 installment of the Rocky “legacyquel” and in this moment, Rocky is about to take Adonis Creed to the middle of nowhere to begin training for his rematch against Viktor Drago.  Because the variables have changed, Rocky knows that Adonis needs to make big changes to achieve the success he’s grown accustomed to. Kristi Faltorusso is an award-winning Customer Success Executive, and she has watched Client and Customer Success teams around the world (and on her own team) shrink

May 19, 2023 • 51:28

If You Build It They Will Come featuring Annette Franz

If You Build It They Will Come featuring Annette Franz

In 1989, Field of Dreams introduced us to one of the most famous quotes in movie history: “If you build it, he will come.”  In this scene, Terence convinces Ray to stop listening to his brother-in-law, who is only focused on one thing – the numbers.  The number of acres, the lost revenue, and the mortgage.  But Terence tells him that when he changes his focus to providing an experience to the people, the people will come.  Annette Franz believes that building will bring things, too.  Her latest

May 12, 2023 • 43:31

Just No Place for On-Prem Solutions featuring Rachel Lane

Just No Place for On-Prem Solutions featuring Rachel Lane

1968’s Street Fighting Man by the Rolling Stones reflects society undergoing incredible changes. Demonstrations against the Vietnam War attracted thousands of students, both in Europe and America. In some cases, they turned violent. “Hey, said my name is called Disturbance” could reflect changes we see, not just in society, but in business and technology. When it comes to technologies used by contact centers, “Disturbance” goes by another name – “The Cloud.” Cloud-based technologies are rapidl

May 5, 2023 • 42:46

Outsourcing is the Answer to Everything featuring Tyler Orrell

Outsourcing is the Answer to Everything featuring Tyler Orrell

It turns out that outsourcing isn’t the answer to everything like Homer suggests in this episode of the Simpsons.  But outsourcing can be an effective way for businesses to focus their people on the core functions of their business while ensuring the non-core functions are still taken care of. But outsourcing isn’t a decision to be taken lightly and finding the right partner, whether they’re onshore, nearshore, or offshore, can be quite an undertaking.      Tyler Orrell is a CX zealot who’s spen

Apr 28, 2023 • 42:54

You're Not Golden Ruling It featuring Milan Batinich

You're Not Golden Ruling It featuring Milan Batinich

In this scene from Season 9 of Curb Your Enthusiasm, Larry David tries to invoke the Golden Rule at the airport.  The concept of the Golden Rule is to treat others the way you would want to be treated and its origins are at least 2500 years old.  The concept is present in all the world’s major religious traditions. Despite the long history and widespread usage of the Golden Rule, Milan Batinich says there is an even better rule to apply during our interactions with others – The Platinum Rule®.

Apr 21, 2023 • 47:51

Searchin' featuring Sariel Moshe

Searchin' featuring Sariel Moshe

In Searchin’, this 1957 Lieber and Stuller hit performed by the Coasters, Billy Guy, sings about his determined search that has yielded no results to this point.  While he’s searchin’ for his love, searching for specific, reliable, and up to date information to support customers can often feel just as challenging. The promise of the internet was the world’s knowledge at your fingertips.  According to the latest estimates, 328.77 million terabytes of data are created each day and the amount of da

Apr 14, 2023 • 46:22

I'm Gonna Need You to Go Ahead and Come in Tomorrow featuring Andrew Rios

I'm Gonna Need You to Go Ahead and Come in Tomorrow featuring Andrew Rios

In the 1999 cult classic, Office Space, Peter Gibbons has just been requested by his awful boss, Bill Lumbergh, to work the weekend to make up for the recent layoffs their software company is going through.  This might ring a little too true for a lot of people lately, but hopefully, they don’t have to deal with a Lumbergh.  Layoffs, or Reductions in Force (a.k.a. RIF), impact not only the people who are let go, but also the people who are left behind.  Lumbergh represents the kind of managemen

Apr 7, 2023 • 44:56

I'm Not a CX Influencer featuring Alex Mead

I'm Not a CX Influencer featuring Alex Mead

With more than a little influence by the Beatles, U2’s The Showman (Little More Better) from 2017 is a lighthearted warning to their fans – don’t trust the performers too much.  Before the term “brand” was even coined, “influencers” existed.  In fact, celebrity endorsements go all the way back to the 1700s when the UK company, Wedgewood, makers of fine Chinaware, used royal endorsements to promote their products.  While these celebrity endorsements have existed for hundreds of years, the social

Mar 31, 2023 • 53:10

Jump the Queue featuring Murphy Fraser, Donna Drehmann, and Sue Duris

Jump the Queue featuring Murphy Fraser, Donna Drehmann, and Sue Duris

Do you need to rush out and adopt new tools like ChaptGPT to improve CX?  Should we be more focused on the human-to-human connection?  Are we simply not being strategic with our Customer Experience efforts delaying maturity?     On this episode of Jump the Queue, I talk with 3 CX pros about where their focus is right now.    We start in the home of Laverne and Shirley (yes, this is a test) with Murphy Fraser, Senior Consultant at TTEC Digital, who warns that with all the new and exciting tools o

Mar 30, 2023 • 22:59

Revenge of the Data Nerds featuring Jaclyn Herr

Revenge of the Data Nerds featuring Jaclyn Herr

In the 1984 film, Revenge of the Nerds, the stereotype of the nerd eventually emerged as the hero, possibly inspiring nerd culture as we know it today.  The term nerd was initially a pejorative, but beginning in the late 90’s, the interests of “nerds” and nerds themselves became more popular, in large part because of the rise of personal computers.  Silicon Valley now wields an incredible amount of influence over both our work and personal lives.  Data, once relegated to the realm of men wit

Mar 24, 2023 • 52:44

Break Away from Burnout featuring Paula Naeff

Break Away from Burnout featuring Paula Naeff

In 1969, Brian Wilson came out of semi-retirement to write and record Break Away, an often-overlooked Beach Boys hit song. It’s a life-affirming song about positive change in one’s life and the feelings that accompany that change. Paula Naeff is a Performance & Productivity Coach who helps busy professionals break away from burnout and arrive at balance. We discuss: · How one of Paula’s passions led to a new professional direction · How burnout manifested for her · Peeling away the masks and

Mar 17, 2023 • 44:50

The Pursuit of CX Happyness featuring Jenny Dempsey

The Pursuit of CX Happyness featuring Jenny Dempsey

This scene is from the 2006 movie, The Pursuit of Happyness, inspired by the true story of Chris Gardner. Homeless with his young son, Chris was desperate to get a different job that would change his situation. But how does a salesman of bone density scanners transition to being a stockbroker? Transitions to any new role are challenging and that holds true in CX – whether you want to get into a CX role or out of one. Jenny Dempsey, CX Thought Leader and Chief Learning Advisor for CX Accelerator,

Mar 10, 2023 • 46:47

Jump the Queue featuring Milan Batinich II, David Powers, and Bunyamin Cankirli

Jump the Queue featuring Milan Batinich II, David Powers, and Bunyamin Cankirli

Despite the layoffs in the tech sector, unemployment in the US is at historic lows and we’re experiencing a labor shortage in many other sectors of the economy. Contact Centers have long experienced high turnover with baseline ranges estimated to be between 30 and 40 percent. While 2022 was seemingly the year of Employee Engagement, SQM’s research shows that agent engagement has remained stubbornly low for the industry and turnover is rising. On this episode of Jump the Queue, I traverse the US

Mar 7, 2023 • 35:23

I Never Lose. I Either Win or Learn featuring Neil Pretty

I Never Lose. I Either Win or Learn featuring Neil Pretty

Nelson Mandela would spend 27 of his 95 years of life in prison. When The Ska revival band, The Specials (under the name, The Special AKA), released Nelson Mandela in 1984, he had already been in prison in apartheid South Africa for over 20 years and it would be another 6 years before he saw his release. He became the father of the modern, democratic South Africa, bringing an end to apartheid and becoming the first black head of state in South Africa. Winner of the 1993 Nobel Peace Prize, Mandel

Mar 3, 2023 • 43:01

A Change Management Offer You Can't Refuse featuring Sally Mildren

A Change Management Offer You Can't Refuse featuring Sally Mildren

Organizational Change can be difficult, especially when you’re a new leader. And while some skills like engaging with those who may be resistant to change should be encouraged, a top-down approach to change management can be lonely and frustrating effort. Michael Corleone found this out the hard way after taking the reins of the family business. And while most of us aren’t dealing with an organization like his (nor do we have a title like Godfather in that organization), we are all impacted by o

Feb 24, 2023 • 46:52

Jump the Queue featuring Michael McMillan, Mark Brody, and Tony Won

Jump the Queue featuring Michael McMillan, Mark Brody, and Tony Won

After over 160,000 employee layoffs in the tech sector in 2022, 2023 has already followed up with over 100,000 layoffs in the first two months of the year alone. While this pales in comparison to the number of jobs being created in the overall economy, mass layoffs have a huge impact on those affected and the psyche of people in the affected industries. This first episode of Jump the Queue, I talk with 3 people with interesting angles and insights on this subject and over the course of these 3 r

Feb 21, 2023 • 28:40

I'm Sorry, Rob, I'm Afraid I Can't Do That featuring Carlos Kemeny

I'm Sorry, Rob, I'm Afraid I Can't Do That featuring Carlos Kemeny

In the 1968 film, 2001: A Space Odyssey, we were introduced to HAL 9000, a supercomputer with advanced AI who decided the mission was more important than the lives of his human crew. 16 years later, in The Terminator, we were introduced to Skynet, an AI developed by Cyberdyne Systems that began seeing humanity as a threat to its existence and triggered a nuclear holocaust that would forever change the earth and its inhabitants. These two seminal films, nearly a generation apart, engendered a dis

Feb 17, 2023 • 48:39

Be My Guest featuring Patrick Ignacio

Be My Guest featuring Patrick Ignacio

When most people think of the 1990 film Pretty Woman, they think of Richard Gere playing Prince Charming to Julia Roberts’s Rapunzel. But the real hero of that story (at least in my eyes) is Barney Thompson played by Héctor Elizondo. Perhaps you’ve forgotten that character. Let me refresh your memory. You may remember that Vivian (Roberts) was tasked with buying a dress for dinner but couldn’t get the stores on Rodeo Drive to take her seriously. It was in this moment of desperation that she ran

Feb 10, 2023 • 43:53

Pay No Attention to the Algorithm Behind the Curtain featuring Dennis Wakabayashi

Pay No Attention to the Algorithm Behind the Curtain featuring Dennis Wakabayashi

In the 1939 film, The Wizard of Oz, Dorothy’s dog, Toto, pulls back a curtain to reveal the Wizard to be just an ordinary man, operating machinery that projects a gigantic, ghostly, and intimidating image of his face. The Wizard had built his reputation using technology that no one in the merry old land of Oz understood. Today, there’s a technology impacting Customer Experience that few understand – algorithms. My guest this week is Dennis Wakabayashi, and he is on a mission to help people

Feb 3, 2023 • 36:43

Fight the Bias (in QA) featuring Ines van Dijk

Fight the Bias (in QA) featuring Ines van Dijk

In 1990, Public Enemy released “Fight the Power” from their third album, one of the most popular and influential songs in hip hop history: People, people we are the same No we're not the same 'Cause we don't know the game What we need is awareness, we can't get careless You say what is this? My beloved let’s get down to business Mental self-defensive fitness Don't rush the show You gotta go for what you know Make everybody see, in order to fight the powers that be The song is, among other things

Jan 27, 2023 • 42:11

Support Data Supports CX featuring Craig Stoss

Support Data Supports CX featuring Craig Stoss

“Everybody lies.” Recently, I started re-watching the TV series House on Netflix. Probably the most famous quote and theme from the show is, “Everybody lies.” As diagnosticians, Dr. House and his team had to use the data presented to them to find the truth about what was really happening to their patients. Surveys may be the voice of the customer, but as Dr. House says, “Everybody lies.” But we have access to other forms of data to inform us about what’s happening with our customers. My guest th

Jan 20, 2023 • 56:05

The Continuing Evolution of Customer Feedback featuring Adam Alfia

The Continuing Evolution of Customer Feedback featuring Adam Alfia

Have you ever had a customer experience that made you think, “There’s got to be a better way?” An over-priced oil change did that for Adam Alfia and it led to him opening his first company. His entrepreneurial spirit led to a variety of businesses, including a concierge service and a variety of restaurants and night clubs. Increasingly, he realized customers stopped engaging when there were service issues and simply took to reviews to express their displeasure. Once again, he thought, “There’s g

Jan 13, 2023 • 47:13

Lessons from the Trenches - Scaling Support Teams featuring Reagan Helms

Lessons from the Trenches - Scaling Support Teams featuring Reagan Helms

Nearly every startup wants to grow. At certain milestones of growth, however, the structure of customer support must change to successfully support the business. And while change is never easy, knowing what and when you’ll need to change as you scale can help smooth out the process. Over the past 13 years, Reagan Helms has grown from the solo support agent in a start-up organization with less than 10 employees to the Director of Customer Experience leading a support organization of 30 agents. Th

Jan 6, 2023 • 54:30

Breaking the Stigma featuring Erika Taylor-Beck

Breaking the Stigma featuring Erika Taylor-Beck

There’s a tendency to see mental health issues through a different lens than physical health issues. Whether it’s depression, anxiety, PTSD, or neurodevelopmental disorders like ADHD, mental health challenges are often hidden from even close friends and family members. Because of the stigma around them and the fact that they often manifest with no outwardly visible signs, they are often not addressed until a breaking point with severe and potentially dangerous consequences. This week, I’m talkin

Dec 30, 2022 • 42:26

Is AI Creating Utopia or Dystopia featuring Boris Cergol

Is AI Creating Utopia or Dystopia featuring Boris Cergol

The chasm between the promises of Artificial Intelligence (AI) and the reality of what AI can accomplish is closing faster than ever. Whether it’s creating uncanny images, writing poetry, providing better information in a chatbot, writing code, or creating original video from text prompts, the output of AI is increasingly disrupting long-established domains relegated to humans. This week, I’m talking with Boris Cergol, the Regional Head of Data at Endava. He has spent over a decade in the AI and

Dec 23, 2022 • 48:42

Reining in Costs Responsibly featuring Brad Cleveland

Reining in Costs Responsibly featuring Brad Cleveland

Perhaps you’ve heard the phrase, “The contact center is not a cost center.” The idea behind that is great contact centers drive customer loyalty and revenue by creating great experiences. But that doesn’t mean that they shouldn’t be efficient or that they should be immune to cost-cutting measures. Every company should be mindful of costs. But cutting costs for the sake of cutting costs can end up *costing* a lot more in the long run. To discuss how to cut costs responsibly, I talked with Brad Cl

Dec 16, 2022 • 49:56

How Likely Are You To Recommend featuring Steve Bernstein

How Likely Are You To Recommend featuring Steve Bernstein

NPS® (Net Promoter System℠ / Net Promoter Score℠) was originally designed for B2C (Business to Consumer) as a predictor of loyalty. After working at Satmetrix Systems, the originator of the research behind NPS®, Steve Bernstein helped found Waypoint Group to tackle how to use NPS® in a B2B (Business to Business) environment. B2B has a significantly different buying cycle (both in length and complexity) from B2C, and often, many stakeholders influencing the buying decision. Steve joins Next

Dec 9, 2022 • 47:00

The Evolution of Remote and Hybrid Work featuring Anne Bibb

The Evolution of Remote and Hybrid Work featuring Anne Bibb

Remote work is not a COVID-era invention – it has been evolving for decades. But the COVID era forced many companies to adopt remote work with little preparation. Today, the debate rages inside companies – do we bring people back to the office? Do we continue with remote work? Is there a workable middle ground? Anne Bibb has spent the better part of the last decade advising companies on remote work strategies and this week, she joins Next in Queue to discuss: · How new remote work tools can cont

Dec 2, 2022 • 57:06

Connecting the Dots - the Value of CX featuring Diane Magers

Connecting the Dots - the Value of CX featuring Diane Magers

Customer Experience is impacted by the decisions companies make, the systems they build, and the people they hire. A fully formed CX strategy requires buy-in from the C-Suite because it affects every part of the business. To drive CX projects forward, practitioners need to be able communicate in “C-Suite Speak” to have an impact on the business. Diane Magers has worked with some of the most recognizable brands in the world and this week she helps us think about the ROI of CX and how to communica

Nov 25, 2022 • 44:25

Cooking Up a Better Company Culture featuring Jill Raff

Cooking Up a Better Company Culture featuring Jill Raff

Much like cooking, company culture is an art. It requires a lot of ingredients, time, and tools. But a culture with the wrong ingredients can leave a bad taste in everyone’s mouth. Growing up in a successful family business in the service industry, Jill Raff is very attuned to the importance of both Customer Experience (CX) and Employee Experience (EX) and has made her business to help companies with both. This week on Next in Queue, we touch on: · Why company culture matters · Visible signals o

Nov 18, 2022 • 50:24

To Bot or Not To Bot featuring Jim Rowe

To Bot or Not To Bot featuring Jim Rowe

Chatbots are about as popular as cable companies, but every new technology needs time to mature. The continued evolution of Conversational AI (Artificial Intelligence) and NLP (Natural Language Processing) is making both “low-code” and “no-code” chatbot deployments successful, both from a customer standpoint and a business standpoint. But a successful deployment requires a solid strategy, appropriate measures of success, and great conversational design. This week, I talk with Jim Rowe, who has b

Nov 11, 2022 • 53:04

Better CX through Better Surroundings with Claire Boscq

Better CX through Better Surroundings with Claire Boscq

Employee Experience (EX) and how it relates to Customer Experience (CX) is a hot topic, but an often-overlooked aspect of EX is the workspace environment – layout, colors, scent, etc. As more and more people work from home, the environment these employees work in can become an afterthought. At the risk of sounding “woo-woo”, Claire Boscq set out to improve working environments (even if it’s also your home) by fusing traditional Feng Shui, neuroscience, and modern business principles like Maslow’

Nov 4, 2022 • 51:29

Redefining CX Through Sound with Jacobi Anstruther

Redefining CX Through Sound with Jacobi Anstruther

AI (Artificial Intelligence) is deployed in a variety of ways in contact centers. But can AI improve hearing between customer and agent? Jacobi Anstruther, founder and CEO of IRIS Technologies, originally sought to improve F1 driver performance by inducing flow state through sound. This quickly shifted gears (!) to more low-hanging fruit: improving communication between driver and pit crew during races. As the pandemic began and the team migrated to remote work, Jacobi realized the technology he

Oct 28, 2022 • 31:21

Upping Your Contact Center Recruiting and Hiring Game featuring Matt Beckwith

Upping Your Contact Center Recruiting and Hiring Game featuring Matt Beckwith

Whether you believe in The Great Resignation or The Great Reshuffle, recruiting and hiring has become as important as ever. With an unmatched enthusiasm for the contact center business and over two decades of experience, Matt Beckwith shares insights on how to improve the recruiting and hiring process. We touch on: · Why recruiting and hiring is so important for contact centers · How Recruiting and Hiring has changed since the pandemic began · The biggest opportunity in contact center recruiting

Oct 21, 2022 • 54:38

How GigCX is Shaping the Future of Support featuring Megan Neale

How GigCX is Shaping the Future of Support featuring Megan Neale

We’ve all heard of Uber. Maybe we know multiple people participating in what’s been dubbed the “Gig Economy,” whether it’s for Uber or some other type of gig work. Megan Neale founded Limitless in 2016 to help create the brand support model of the future – GigCX. While gig work is a significant trend in the workforce, GigCX is more than just workforce flexibility – it’s a way to leverage loyal customers who are experts in your platform to help other customers and get rewarded for doing so. We to

Oct 14, 2022 • 36:55

Bonus Episode: Next in Caffeinated CX featuring David Powers and Drew Gorringe

Bonus Episode: Next in Caffeinated CX featuring David Powers and Drew Gorringe

David Powers, host of Caffeinated CX and CXO for Rooter Hero Plumbing, and Drew Gorringe, Contact Center Technology Consultant at C-lect Consulting, join this bonus episode to discuss the future of the Contact Center, including emerging technologies. Connect with David on LinkedIn - https://www.linkedin.com/in/davidjpowers2/ Connect with Drew on LinkedIn - https://www.linkedin.com/in/drewgorringeucaas/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - htt

Oct 10, 2022 • 36:04

Better Business Writing featuring Leslie O'Flahavan

Better Business Writing featuring Leslie O'Flahavan

While in high school, I was gifted a book titled 2000 Most Challenging and Obscure Words. I thought using some of those words made me sound smart. What they really did was get in the way of communication because the goal of communication is not to demonstrate knowledge. The goal is to be understood. An expert in effective business writing and advocate of the use of Plain Language, Leslie O’Flahavan joins me this week and shares skills and tips to write more effectively to achieve that goal. We t

Oct 7, 2022 • 42:08

Digital CX Transformation featuring Mark Levy

Digital CX Transformation featuring Mark Levy

Mark Levy got into technology in the late 90’s – the early days of the internet. In the years that followed, he’s worked with some of the largest brands in the world on their Digital and CX strategies. It’s no surprise, then, that he’s an evangelist of improving the Digital Customer Experience (DCX). We touch on: · What Digital Transformation means · First Steps for Digital Transformation · How to measure the success of your digital transformation efforts · The role and future of Conversational

Sep 30, 2022 • 40:08

Leading with Heart featuring Sandy Murphy of CXstomer

Leading with Heart featuring Sandy Murphy of CXstomer

Sandy Murphy started her own offshore BPO in 2021 after years cutting her teeth in the industry. But she found her true purpose after Typhoon Rai (Odette) hit the Philippines in December of 2021 and impacted her team members.  Her mission became to change the way customer engagement professionals are treated. We touch on: · How cloud-based systems have lowered the barrier to entry for starting a new BPO · How low overhead allows for higher agent pay · Hiring and promoting people who care · Leadi

Sep 23, 2022 • 38:30

Contact Center Coaching for Effortless Experience with Amy Smith of Challenger

Contact Center Coaching for Effortless Experience with Amy Smith of Challenger

Amy Smith, VP of Effortless Experience at Challenger, has been involved in best practices research and implementation her entire career and has been focused on Effortless Experience implementation since 2016. We touch on: · What is (and what isn’t) coaching in the Contact Center · The barriers preventing effective coaching and how to overcome them · Communication Styles · Building a Coaching Competency Framework · Identifying behaviors and skills to develop · Developing Bench Strength · The most

Sep 16, 2022 • 42:40

#51 - Dave Derington

#51 - Dave Derington

Dave Derington’s started his career as an analytical chemist, but it was teaching people how to use computer systems used in the lab that really excited him. This led to a role known as Customer Support Scientist. He honed his customer experience skills hosting LAN party events in the early days of online gaming and eventually got hooked by video game design and how games “help us define the experience we want to have and iterate upon it.” He uses his deep understanding of gamification to design

Sep 9, 2022 • 54:11

#50 - Luke Jamieson

#50 - Luke Jamieson

Luke Jamieson got sick of the hours of being a pastry chef and ended up in the Contact Center world in Melbourne, Australia. He became an advocate employee engagement through gamification which led him to start his own consulting company. Today, as the Global Content Director at Centrical, he still advocates for great gamification in contact centers. He’s also a certified LEGO® Serious Play® facilitator who uses LEGO to help groups solve problems. Connect with him on LinkedIn - https://www.linke

Sep 2, 2022 • 39:48

#49 - Sean Ilenrey

#49 - Sean Ilenrey

Sean Ilenrey, VP of Support at Dutchie, got his start in fast food while dreaming of becoming a professional musician. While music didn’t pan out, his work ethic led to opportunities that eventually led him to the contact center world where he could finally “sit down” while he worked. He shares his journey into the world of workforce and operations, the differences between outsourced environments and captive (insourced) environments, why he said yes to getting into the software support side of t

Aug 26, 2022 • 52:34

#48 - Doug Kennedy

#48 - Doug Kennedy

After cutting his teeth at Marriott, his idea for a hotel training manual eventually turned into a decades-long career traveling the world and training hotel and lodging professionals.  Doug Kennedy shares some of his experiences, beginning with his first job manning the register of his mother’s local craft supply store in Lexington, Kentucky.  Connect with him on LinkedIn - https://www.linkedin.com/in/doug-kennedy-7619b51b/ Kennedy Training Network - https://kennedytrainingnetwork.com/ Music co

Aug 19, 2022 • 53:16

#47 - Brett Jones

#47 - Brett Jones

When he’s not singing for The Lone Rangers, Brett Jones is leading Product at ItsaCheckmate. His path began in an outsourced contact center. But after being rendered homeless after the 2nd total loss from flooding inside a year, he decided to take a leap with a startup. We discuss the stresses of working in a tech startup, the pros and cons of working with family, and how product management is like writing a song. Connect with him on LinkedIn - https://www.linkedin.com/in/brett-jones-645a55126/

Aug 12, 2022 • 58:50

#46 - Matt Smallman

#46 - Matt Smallman

Contact Center Security is ever more important, but Matt Smallman says that the processes used by most contact centers are merely “Security Theatre.” During his time in the British Army, he was focused on Counter IED Search Operations. But when he left the military, he ended up in Financial Services and that’s when he began to see problems with security processes that technology could fix. He’s made it his mission to “get rid of ridiculous, pointless, frustrating, time-consuming, insecure securi

Aug 5, 2022 • 50:56

#45 - Bogdan Surdea-Blaga

#45 - Bogdan Surdea-Blaga

Bogdan Surdea-Blaga dispels the notion that there are vampires in Transylvania, shares his secret to career progression, and discusses how RebelDot acts as the “guardian” of new applications they support. Connect with him on LinkedIn https://www.linkedin.com/in/bogdansb/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Jul 29, 2022 • 49:43

#44 - Marcos Tatijewski

#44 - Marcos Tatijewski

From the “microphone” at Club Med to building the first ISP in Paraguay to media relations for the Ferrari Panamerican 20.000 Expedition, Marcos Tatijewski has led an amazing life filled with generosity, risk, luck, and preparation. He shares his CX insights along with some incredible stories in this episode. Connect with him on LinkedIn https://www.linkedin.com/in/marcostati/ Ferrari Panamerican 20.000 Expedition https://youtu.be/xVYS3GTmI5w?list=FLKyceaxMmdG-n6sDvGjsrPA Music courtesy of

Jul 22, 2022 • 51:21

#43 - Gemma Colby

#43 - Gemma Colby

Gemma Colby grew up in South Africa and began her career in customer service in the freight industry. She then moved a continent away to the UK, changed industries, but always kept the Customer Experience at heart. She is a founding member of Women in CX, the 2021 CX Leader of the Year winner (UK Customer Experience Awards), and the Head of Customer Experience at Yell. Connect with her on LinkedIn https://www.linkedin.com/in/gemma-colby-%F0%9F%8C%88-21175132/ Vintage Yellow Pages Christmas Ad -

Jul 15, 2022 • 44:56

#42 - Randy Johns

#42 - Randy Johns

Randy Johns began his career on the phone as an agent during college, eventually leading teams of over 10,000 employees. We discussed: · The power of employee engagement to drive company success · How online customer support communities can drive Net Dollar Retention and NPS · Lessons he learned pioneering work at home in the 2010s Connect with him on LinkedIn https://www.linkedin.com/in/randyjohns/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu -

Jul 8, 2022 • 48:02

#41 - Daniel Akre

#41 - Daniel Akre

Daniel Akre was an Olympic-caliber swimmer who transitioned his competitive nature to the business world. He is now the VP of Global Business Development with LiveXchange Technologies. We discussed the evolution of the BPO industry, job hopping, and the gig CX economy. Connect with him on LinkedIn https://www.linkedin.com/in/danielakre/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Jul 1, 2022 • 53:10

#40 - Adrian Swinscoe

#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 M

Jun 24, 2022 • 1:00:37

#39 - Bunyamin Cankirli

#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/

Jun 17, 2022 • 49:52

#38 - Dee Layman

#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/

Jun 10, 2022 • 58:36

#37 - Brian Dunphy

#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/

Jun 3, 2022 • 46:16

#36 - Tony Won

#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/

May 27, 2022 • 1:12:07

#35 - Kate Kompelien

#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/

May 20, 2022 • 35:03

#34 - Stacey Pryce

#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/

May 13, 2022 • 1:05:28

#33 - Chad Molen

#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/

May 6, 2022 • 47:15

#32 - Marion Balandra

#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/

Apr 29, 2022 • 41:38

#31 - Travis Curnutte

#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/

Apr 22, 2022 • 36:40

#30 - Anne Brunson

#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/

Apr 15, 2022 • 40:01

#29 - Jeff Songster

#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/

Apr 8, 2022 • 38:44

#28 - Ryan Warriner

#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

Apr 1, 2022 • 38:17

#27 - David Powers

#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/

Mar 25, 2022 • 1:02:47

#26 - Shanna Hayes

#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/

Mar 18, 2022 • 58:00

#25 - Mark Brody

#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 courtes

Mar 11, 2022 • 1:00:46

#24 - Carol Marshall

#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/

Mar 4, 2022 • 40:58

#23 - Fred Stacey

#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/

Feb 25, 2022 • 56:52

#22 - Rick Strub

#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/

Feb 18, 2022 • 50:19

#21 - Mark Pereira

#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/

Feb 11, 2022 • 36:00

#20 - Donna Drehmann

#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/

Feb 4, 2022 • 40:02

#19 - Nathan Baldwin

#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/

Jan 28, 2022 • 42:37

#18 - Margarita Palacios

#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/

Jan 21, 2022 • 31:33

#17 - Michael McMillan

#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/

Jan 14, 2022 • 43:24

#0 - Introduction

#0 - Introduction

Find out what Next in Queue is all about! Music courtesy of Big Red Horse - bigredhorseband.com

Jan 7, 2022 • 6:57

#16 - Nestor Castillo

#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

Dec 31, 2021 • 39:29

#15 - Kenneth and Louise Kuaea

#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

Dec 24, 2021 • 35:22

#14 - Tom Silzell & Abby McBride

#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

Dec 17, 2021 • 56:49

#13 - Jeremy Watkin

#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

Dec 10, 2021 • 52:36

#12 - Murphy Fraser

#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

Dec 3, 2021 • 1:09:32

#11 - Jose Moreno

#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

Nov 25, 2021 • 56:57

#10 - Danelle Rice

#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

Nov 19, 2021 • 1:05:05

#9 - Jimmy Hosang

#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

Nov 12, 2021 • 1:01:10

#8 - Milan Batinich II

#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

Nov 5, 2021 • 50:01

#7 - Emily Thomas

#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

Oct 29, 2021 • 51:00

#6 - Louis Wilkerson

#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

Oct 22, 2021 • 49:55

# 5 - Shanté Smith-Daniels

# 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

Oct 15, 2021 • 44:27

#4 - Jason Scott Livingston

#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

Oct 8, 2021 • 54:01

#3 - Kassy LaBorie

#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

Oct 1, 2021 • 1:06:03

#2 - Trevor Clark of ShyftOff

#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

Sep 24, 2021 • 52:47

#1 - The Telephone Doctor

#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

Sep 17, 2021 • 51:06

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