Curated Experience

Predictions are a risky game, so naturally I invited Bob to play. It is clear we are in for a wild ride. #customerservice #customerexperience

Live show with an in studio audience with my partner in crime Bob Furniss. What CX means Role of AI  Do we still need humans? How do you get buy in from senior leaders Much much more.

Leadership lessons and career Mistakes How do you continue to grow in your career Bad bosses What makes a good boss  Servant leadership in practice

Effort vs Delight Is effort sexy? Is empathy a skill or an Emotion What happens when you have to show empathy 27 times in a row What happens when the company sucks but the agents are good. Favorite customer survey question @bobfurniss

Tell stories to be effective 6:00 Why it is a tough gig 7:29 Agents picks their own supervisors 9:00 Recognize good agents 9:37 What do you read 11:00 Are you a traffic cop or a leader 13:32 Tips for gaming the stats system 19:28 The YMCA coaching method Attached is a must read list

Show Notes:   I start the show talking about my biggest career regret Bob shares his opportunity to be one of the first Fedex employees Interviewing for a job is like dating - everyone lies on the first date. Find a way to find out who your future boss is, pick the wrong one and you are screwed. At any stage in your career you are, find a wave and ride it. Bob found Salesforce a decade ago before it became big in the service world. I ask Bob about how he got comfortable bringing his whole self to work Without warning I asked Bob about his daughter - Keesha, who passed away after a grueling battle with Cancer. It was emotional and powerful testimony on how his Why fuels him every day. Bob talked about intimacy with your employees Learn more about Keesha's story at http://www.warriorprincess.org Follow Bob @Bobfurniss

Bob Furniss is a 40 Year veteran of the space Customer Service Agent and Supervisor are the toughest jobs in the space Human emotion has a formula that is changing in real time As you improve Self Service the CS job gets harder  Level 1 customer Service is going out of business Best Practices/Benchmarking should be you comparing customer's latest expectations with your level of service Focus on getting a little better every day Employees over Customers

- Odds are against you - Why are the odds against you? - What can you do?

-Explore gen 1, gen 2 and gen 3 service employees -What skills do you need now

- Leading people is hard - It is for the select few  - You do not and should not promote your best people

- Listen to Outsourcing is broken - Things haven't gotten much better - We have answers

Ai in service has plenty of promise and it will be a game changer. - You are not ready - Let us show you why

Ai is coming in customer Service is your contact center ready? We can help this is a short 2-part episode

Employees over customers. Do you have to pick? What is the pecking order?  Where do shareholders rank?

- Customer Service still Matters - Everyone still claims they care about it - There is a false choice  

For all the hype around the AI one of the immediate places of 

Close your eyes and imagine the best service organizations how many of them are born that way and how many are made?

Nothing more central to running a company than the Relationship you have with customers. Most companies get the customer relationship wrong.

Nothing more central to running a company than the Relationship you have with customers. Most companies get the customer relationship wrong.

The pressing issue for contact center agents is their cognitive load, we can fix this.   Here are 3 places to start