The focus of this series will be on creating, managing and improving customer service or CX systems, and hopefully share stories, offer advice and maybe create a community around CX delivery that you will find valuable for your own customer service organizations. It might be a bit out there to think such a podcast series is needed, and only time will tell if what you hear on this podcast spurs you to think differently, maybe validate what you’re doing now but at minimum, my hope is that you feel connected as a community, embrace the challenge of delivering the best in CX and maybe walk away with some new ideas for your own company.
In this episode, we will dive into why I think most companies get their Quality Assurance Program WRONG! Are you thinking about re-vamping your QA program or do you need to start a whole new one? Before you get to the point where you can launch, maintain and evolve your QA program, you need to make sure you’re thinking about it in a way that will meet the need of what you want it to do for your business. There is no pro forma way to do QA today and we go through some very ke...
14 Mar 2021
Episode 3 - Outsourcing Your Business
The first of 2 episodes on this very important subject, we will talk through the important elements of outsourcing your customer service business. Included will be topics such as when is the right time, how to do it, what billing looks like and overall some industry standards that you should think about. Joining me in this episode is Vicheta Pemmaraju, who has an impressive and extensive resume of experience in the field of Outsourcing and shares some important learnings she has had ov...
21 Feb 2021
Episode 2 - Choosing the Right KPIs for Your Business
Choosing the Right KPIs is more than just a Top Level Metric. Understanding what drives that metric in an operational way is key for your customer experience teams. They need to know what will help them push toward exceeding customer expectations. In this episode, we’re going to talk through how to choose the right Key Performance Indicators or KPIs for your customer service organization to measure success with your operation and especially your customers. We w...
14 Feb 2021
Episode 1 - Introduction (What is This All About?)
In introduction to David Wilson, Customer Service and Experience Nerd! In this episode, I will give the context on what the series will be about, and how this title sets up an ongoing discussion on how to create and manage an effective Customer Service program. Why do Customer Service Professionals (call them Agents if you want) use this phrase at the end of every conversation? Listen and find out!
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Host of Is There Anything Else I Can Help You With??
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