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The Curated Experience

Aug 9, 2020

  • How many metric should you have?
  • Should it be uniform across roles
  • Not every metrics belongs on a scorecard
  • Should you vary the weighting by role?
  • What are the five metrics?
    • CSAT
    • First Contact resolution
    • Tune in to hear the other 3

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Aug 5, 2020

  • The CFO and the C suite are humans with their own needs
    • Your communication must be tailored to what they care about
    • Focus on their metrics, and their outcomes
  • Stop assuming everyone cares about happy customers as an end to itself.
  • You need political Capital
    • Start by executing on small changes in your purview
    • Bank...

Aug 3, 2020

  • Bob & I discuss why training for front line leaders are so important
  • What you can do to educate yourself continually as a supervisor?
  • This course is for current and future contact center leaders
  • What is included in my Contact center Management course
  • Who should take it and some high praise 

The contact center...

Aug 2, 2020


  • Everyone claims they want to provide a great customer experience and then their actions don't match their words
  • We have a bias in our CX Strategy that get sin the way of seeing the entire customer Journey from the customer POV
  • We hire people then brainwash them into thinking they now work for the greatest company on...

Jun 26, 2020

  • Don't be afraid to make a mistake
  • Build a "river of information"
  • Get a tribe - make connections 
  • Join associations like CCNG 13:23
  • What learning looks like in a remote world
  • Learn from mentors and being a mentor


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