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CONOCE AMA Y VIVE TU FE con Luis Román
CONOCE AMA Y VIVE TU FE con Luis RománEpisodio 1211: Imprudencia o homenaje I Miss Brasil se vistió de La Virgen María en Miss Universe 2025 |Luis RománEnvíame un mensajeImprudencia o homenaje I Miss Brasil se vistió de La Virgen María en Miss Universe 2025 |Luis RománSupport the show YouTube Facebook Telegram Instagram Tik Tok Twitter
2025-12-1116 minMemorias de un Peregrino
Memorias de un Peregrino¿Sabías que en Europa se conserva una prenda que vistió la Virgen María?"El VELO de la VIRGEN MARÍA que sobrevivió a un INCENDIO | Catedral de Chartres, Francia" Descripción: ⛪ ¿Sabías que en Europa se conserva una prenda que vistió la Virgen María? En este episodio especial de "Memorias de un Peregrino" te llevo a la Catedral de Chartres, Francia, donde desde el siglo IX se custodia una de las reliquias más queridas del mundo cristiano: el velo de la Virgen María. ✨ Lo que vas a descubrir: ● La historia del velo sagrado desde el emperador Carlos el Calvo ● Cómo sobrevivió intacto al incendio de 1194 que destruyó la catedral ● Por qué...
2025-10-3105 minHistorias De Reddit
Historias De RedditMi cuñada me odió durante años y se vistió de blanco en mi boda mientras criticaba todo lo que hacía#historiasdereddit #redditenespañol #cuentareddit #boda #cuñadadramática #drama #familia #historiasincreíbles Resumen (50 palabras): Mi cuñada me odió durante años sin razón aparente y decidió hacer de mi boda su escenario personal de venganza. Se vistió de blanco, criticó cada detalle y trató de arruinar el día más importante de mi vida. Pero al final, las cosas no salieron como ella esperaba… Etiquetas ): historiasdereddit, redditenespañol, reddit, aitaenespañol, tifu, bodadrama, cuñadatóxica, historiasimpactantes, redditlatino, matrimonio, bodaarruinada, familiatóxica, novias, anécdotas, weddingdrama, historiareal, historiasvirales, dramaenfamilia, relatosterroríficos, escándalofamiliar
2025-02-0127 minMeditando en la Palabra
Meditando en la PalabraMelP_418-Isaias_59_16-17«Y vio que no había hombre, y se maravilló que no hubiera quien se interpusiese; y lo salvó su brazo, y le afirmó su misma justicia. Pues de justicia se vistió como de una coraza, con yelmo de salvación en su cabeza; tomó ropas de venganza por vestidura, y se cubrió de celo como de manto,» (Isaías 59:16-17)El comienzo de este texto me recuerda de la escena en la vida de Abraham cuando intercedió por Lot y Sodoma ante Dios. En aquella ocasión, Dios prometió a Abraham que si encontraba a diez justos, perdonaría la...
2024-10-2102 minDescansando en Dios
Descansando en Dios953 - Salmos. Dios reina eternamente. Sal 93:1-2953 – Sal 93:1-2 – Salmos. Dios reina eternamente. Jehová reina; se vistió de magnificencia; Jehová se vistió, se ciñó de poder. Afirmó también el mundo, y no se moverá. Firme es tu trono desde entonces; Tú eres eternamente. Los salmos 93 – 100 celebran la soberana realeza de Dios sobre el mundo. El Sal 93:1-5 glorifica el reino eterno y universo de Dios que es sustentado mediante su Hijo (Col 1:17). Nada es más poderoso que el Señor; nada es más firme que su reino, nada es más seguro que su revelación. La clave del eterno Reino de Dios es su santidad. La glori...
2024-10-1006 mincalledoss
calledossLa calle Serrano se vistió de GalaLa calle Serrano se vistió de Gala. El domingo 22 de septiembre se celebró la Milla de Madrid. Después de esta carrera contamos con declaraciones de Mohamed Attaoui y de Águeda Marqués
2024-09-2810 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowGet Your Agents Outta That Box! - Part 2 | Ep 68Your agents are capable of feats even greater than what you could ask or imagine. So why are contact centers still treating agents like order takers? We're not sure, but Nate Brown is happy to take the mic and develop the conversation even further as we take another look into why contact center leadership is unknowingly hindering it's maximum potential. Put on your listening ears, ladies and gentlemen, we're going to hear some hard truths from one of the greatest voices in CX. [5:10 - 5:54] We need challengers! It’s very important that we have pe...
2023-12-2534 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowFinding Inspiration for Doing CX Right Everywhere! | Ep 67Inspiration for good customer experience is all around us. We can be inspired from just about anything, should we choose to see it. Join us for a wonderful conversation with Stacy Sherman surrounding everyday inspiration for doing CX right! [3:57 - 5:28]  There is a difference between simply having a customer experience moment and learning something from that moment from the perspective of the customer, and we don’t want to miss out on those opportunities to learn.  [9:51 - 12:06]  Sometimes the customer experience is just bad and the situation is difficult, but t...
2023-12-1829 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowState of the Center: Addressing Teams with Transformative Transparency | Ep 66As we approach the end of the year, we reflect on all the major decisions we made, and we start determining what we need to do in the future to do better work. It's great when your leaders are in on the plan, but why are most contact centers leaving out the front line in the equation? We're listening in to Jeremy Hyde as we uncover why it's so vital to be transparent with your team, and how leaders can make the most of the feedback loop to ensure everyone is prepared for major changes.
2023-12-1129 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Cost of Ingratitude | Ep 65November is "National Gratitude Month." What better time than to bring our friend Philip Bennett back on the show to discuss just how important it is for leadership (and not just in the contact center) to be grateful for their agents? We're going to learn just how big of an impact ungrateful leadership can have on your contact center, and as a result, your entire brand. We're not just talking about hurt feelings and poor culture; we're talking lost revenue and lost brand loyalty. Tune in to learn why you should ALWAYS be grateful for your contact center agents.
2023-11-2727 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowMaximizing the Impact ot CX Training with AI | Ep 64AI has a variety of use cases, and we know how helpful it can be when assisting customers, but what if we were able to take advantage of it before we even deployed it out onto the front lines? How can we best use the advantages that AI provides us when it comes to training? Well, we've got Sheri Kendall with us yet again for another deep-dive into how your new agents and AI can coexist, and make your service teams even more efficient and empathetic. [2:25 - 4:19] As contact centers, we usually have a...
2023-11-2023 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowUtilizing AI to Enhance Human Productivity and Connection in CX | Ep 63Artificial intelligence has the ability to revolutionize the customer experience. Some would argue that AI can replace your service/support teams and provide customers with a more efficient experience. Stacy Sherman sees AI in a different way. There's so much value to human interactions and if we're going to do CX right, we need to recognize that AI is so much more than an agent replacement tool. In fact, we can use it to enhance the agent experience, creating better interactions for the agent and customer alike.  Set your c...
2023-11-1328 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowVictim to Hero: Shaping the Destiny of the Contact Center | Ep 62We've all been there. At one point or another, we've felt helpless to circumstances beyond our control, and every failure has destroyed our spirit in some way. In the contact center, it's almost natural to feel like a victim when things go awry. However, Jeremy Hyde is going to help us shift that mindset and turn seemingly insurmountable obstacles into fantastic opportunities for growth. Get ready to own your mistakes, embrace your circumstances, and transform your contact center's destiny forever… [ 4:54 - 6:11 ]  What does the victim mentality look like in the workplace? Let’s understand that i...
2023-11-0629 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowEngaging the People That Engage With Us | Ep 61People are at the heart of business. Always have been; always will be. However, managing your entire workforce can be daunting, and making even the smallest mistake can have drastic consequences. So what can you do to prevent that from happening? If you're Dan Smitley, you get that workforce engaged! We'll be focused on WFM strategy in today's discussion, but we'll also be breaking down Dan's session from ICMI last week, as well as going over the conference experience in general. If you missed out on the conference this year, don't miss out on this episode!
2023-10-3030 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowHuman-First AI in the Contact Center | Ep 60Coming to you LIVE from Orlando, FL! We've got a special episode of the show coming to you live from Vistio's booth (#805) at the ICMI Contact Center Expo! This time around we're turning the tables and show veteran Stacy Sherman has Rob Connelly in the hot seat on the topic of human-first AI. What does that entail? You'll have to tune in to find out! [ 3:22 - 4:39 ] Human-first AI is an implementation or use of AI that does not detract from the quality of life of the humans involved, rather, it takes tasks that aren’t...
2023-10-2530 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowCX Whac-A-Mole: The Optimization Game | Ep 59We already know how important it is to optimize the customer experience. However, if you're hyper-optimizing each department individually, you could be creating siloed, disjointed experiences and not even realize it! Luckily, Dave Seaton is here to share how zooming out and analyzing the journey from start to finish will help you create better experiences for your customers AND agents alike! [5:11 - 6:23] The antidote to hyper-optimization is to zoom out, adopt a customer journey perspective and then go intentionally design your customer experience around those moments that actually matter. This is the most efficient...
2023-10-2329 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowCoaching With Compassion | Ep 58Even in the toughest situations, your agents should handle every customer interaction with grace and compassion. What's the best way to do that? Well, if you're Sheri Kendall, you show your agents just that while you're coaching them. We're excited to bring back our resident training expert in this discussion where we'll highlight the benefits of coaching your agents with compassion. [4:44 - 6:13] The employee experience is the beginning of everything, and the first part of the employee experience is a commitment to their whole human self. We need to start by lighting up the...
2023-10-1628 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowGet Your Agents Outta That Box! | Ep 57What's the biggest issue that contact centers face? Go ahead and point to your favorite performance or quality metric, but the issue extends far beyond your data. The real issue is that agents are treated as "glorified" order takers. Your agents are the literal lifeblood of your contact center, and Nate Brown is going to take us back to school to teach us all just how much value your agents have and the strategic advantage they can provide to the organization as a whole. [3:51 - 4:24] Agents should not be ticket takers. It may be...
2023-10-0231 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowFoundations of Agent Career Growth | Ep 56Let's be honest. Who aspires to be a contact center agent? It's a dead-end job that someone has to do in order for businesses to succeed... Except it's not! There are so many opportunities for agents to learn and develop into leadership roles. Lisa Guzman returns to the stage to show us how to embrace every skill and trait agents have that will transform them into the best leaders. [ 2:36 - 3:14 ] Agents are sometimes viewed as replaceable and there is a certain level of attrition that it just accepted in customer service, but that’s ac...
2023-09-2529 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowSimulated Interactions, Real Agent Value | Ep 55You can train your agents on your knowledge base, your process, and your entire system, but how do you train them to actually handle a call? Do you just send them into the queue with your fingers crossed? Heck no! We're joined with the Brohawk himself, Mark Brody as we explore why simulated customer interactions can help sharpen those ever-important soft skills agents need. [3:11 - 4:28] The number one reason why call simulations matter is because the mock calls that you do in training are just not good enough. We need to be able to si...
2023-09-1828 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowCX"Queue"A Live! | Ep 54What happens when you combine Rob Dwyer's "Next in Queue" with our weekly live discussion? You get ALL the value and twice the Rob! Make sure to join us for this very special episode of "CX QA Live!" [6:02 - 7:21] Put on your ears and really listen. It’s too easy as an agent to just get into the motions and not listen to what the other person is saying, but when we actually listen, we can build a rapport and a connection.  [9:28 - 10:51] In a contact center world, we oft...
2023-09-0428 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowRevisiting the Contact Center of the Future | Ep 53Where do you see the contact center of the future? Is everything self-service; are all agents just hyper-intelligent AI; are we handling CX in VR? In a "pre-GPT" era, we asked Thomas Laird these kinds of questions and we are long overdue for an update. Make sure to tune in and see the future with us together! [3:34 - 5:44] As we look further into the future, it is very likely that we will see a monstrous impact of AI on agents. This impact will likely cause a shift in skills needed for working, but it...
2023-08-2834 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowTraining Agents in the Age of AI - Part 2 | Ep 52We're in for a treat today! We covered a lot of ground the last time we spoke with Sheri Kendall, but we've still got even more to go! AI and agent training feels especially topical in today's market, so we're diving back into the discussion and finding even more rabbit holes to go down that will help contact center leaders think about the relationship between agents and AI. [2:41 - 3:50] There are around 100 AI tools that can assist with efficiency. Some of these tools can even help improve coaching, so that we can provide ourselves...
2023-08-2124 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowAgent Feedback: The Untapped Value | Ep 51If you have a contact center, you're sitting on a goldmine of customer insights. Everyone knows that! What you may not realize is you also are able to get direct feedback from the people who deal with your process everyday. Longtime friend of the show and now our featured guest, Chafik Abdellaoui is here to share his ideas and experiences in attaining and applying this feedback in the contact center. [ 7:50 - 8:25 ]  When you have a call center with an environment that is separated it’s harder to make sure that leaders actually receive the fee...
2023-08-1430 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowEverything is CX | Ep 50Many would argue that business is all about sales and playing the numbers game. Guess what? They're wrong. The truth is, without customers, there is no business. Join us, along with Philip Bennett, as we reveal why focusing on customer experience agents is vital to servicing, not just your customers, but quite literally everyone. [ 3:57 - 4:29 ] What does your customer get when they choose you over your competitor? They get YOU! [ 10:34 - 11:43 ] My job as the manager is to assign the credit and take the blame. [ 11:56 - 14:09 ] We say ‘Fail hard, fa...
2023-08-0731 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowMeasuring the Value of Common CX Metrics | Ep 49CSAT. NPS. AHT. Nearly every contact center has held their agents accountable for metrics like this to evaluate success. Does everyone really understand the values behind the measurements, or do we all just go along with it because it's “the way it’s always been done"? We've got Doug Rabold in the hot seat, helping us realize the true merit of metrics and how they can impact agent performance for better... or worse. [6:21- 7:24] It’s important in any environment where you are looking at different metrics and various key performance indicators to look at the...
2023-07-3127 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowTraining Agents in the Age of AI | Ep 48It seems everyone is hyper-focused on cutting costs in the call center, and the latest advancements in AI are tempting many to replace their agents completely. But what if there were a way where AI and agents could be trained together for the betterment of the agent and customer experience? Join Sheri Kendall, our honorary expert in all things training, as she unpacks what that looks like in today's contact center. You won't want to miss this! [4:41- 5:16] AI can be a very useful tool in both simplifying the job of an agent as...
2023-07-2428 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowAgent Value in the CX Marketplace | Ep 47When deciding on how to build out a support team, it's important to analyze the tech and tools you'll be utilizing to do so. However, while it's important to know the value of all of that, it's even more important to recognize the indispensable value of sitting right in front of you. Join us live with Stacy Sherman as we discover more than the monetary value that lives in your contact center right now! [ 5:34 - 7:00 ] Agent value is human value. It’s how the company uses their staff to...
2023-07-1732 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe VoA Playbook and Why You Need One | Ep 46It's very easy for companies to claim they support improving the agent experience and giving them a voice. But how do you actually demonstrate that? Well, for Jeremy Hyde it's just a matter of creating that space for your agents. Join our session today to learn how you can create an action plan for your contact center, with no financial investment required! Topics we discuss: [ 3:54 - 5:45 ]  What’s the difference between saying that you care about giving your agents a voice and actually having a Voice of the...
2023-07-0627 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowCX and Women Leadership | Ep 45Live from CCW in Las Vegas, we'll be bringing back one of our "CX QA Live!" regulars for a very special topic. Serving as a director for ACEL, Co-Founder and COO of Support U, it's our dear friend Dr. Hui Wu-Curtis speaking on the most important asset in your CX leadership teams. Also, we have Stacy Sherman in the host seat this week and we're anticipating some CX greatness to happen, so don't miss it! [2:29- 2:54] We as women feel like there are only so many spots at the top and...
2023-06-2628 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowHow to be "People Fertilizer" as a Contact Center Leader | Ep 44Have you ever heard of "People Fertilizer?" While it might sound like something out of the 1973 dystopian thriller "Soylent Green," we promise there's no human composting involved. Rather, we're going to be focusing on how you can help your contact center agents grow into incredible, hard-working leaders. Lisa Guzman is here to help elucidate what exactly it takes to be the "people fertilizer" in your contact center, and why you need to start doing it today! [5:32- 6:37] What is being a “people fertilizer”? Everyone knows that fertilizers provide the proper nutrients that allow plants to grow fast...
2023-06-1929 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowA Special JEPPPisode | Ep 43When you find your purpose in life, you feel more at peace and experience a sense of belonging like no other. In Japan, this concept is known as "Ikigai" or "your reason for being." In Milan Batinich's eyes, there are key teachings that exist within this concept that you can apply to your career and he calls it "JEPPP." And who else needs that sense of belonging more than your contact center agents? Join our discussion on how JEPPP can become the focal point for your agents, and learn how doing so can help you see ROI in MANY...
2023-06-1229 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowUnderstanding the Role and Value of Humans in Customer Service in an Age of AI Innovation | Ep 42In the age of AI innovation, it's crucial to recognize the unique role of humans in customer service. While AI can automate certain tasks, humans bring irreplaceable qualities to the table. Come along with Justin Robbins as we use data to unpack the value of the human experience in an AI focused market. [7:13- 8:14] AI’s biggest role and impact is how it enables us to exponentially scale, so we can learn from and leverage data. AI helps improve our customer experience and interaction to make the experience better for the customer.  ...
2023-06-0630 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowStrategies For Doing CX (and AX) Right! With Stacy Sherman | Ep 41We are very excited to welcome Stacy Sherman with us back on the podcast to discuss how to do CX and AX right. Agents are working in the front lines just as much as your sales team, so it’s important that they are being treated right. This starts with the leaders and the empowerment that the leaders give to their agents to do their job properly. Business will thrive when they put focus on their agents and their experience.   [3:49-4:40] Agents are humans too, so just imagine being in their position. If you don’t hav...
2023-05-2229 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Best Qualities That Will Lead Your Agents to Contact Center Success | Ep 40Managing a contact center is no easy task. Any given contact center can take upwards of 1,000+ calls a day. Whether you're a part of a BPO, an auto dealer, or in telecommunications, how exactly can you retain a mighty workforce to handle that kind of workload? Armando Coronado is here to share his personal experiences in the contact center, and what leadership qualities he embodies to empower his agents to feel right at home in the contact center. We want the best work from our agents, but how can we as leaders make that possible? Today’s di...
2023-05-1530 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Agent Metrics Obsession That’s Killing Customer Experience | Ep 39There's something addictive about improving performance metrics. It seems there's some innate fascination with watching numbers get bigger and smaller over time. However, this sort of "metric obsession" can have adverse effects on your contact center. Join us as we chat with Dave Seaton⁠ about how obsessing over metric goals is hurting the customer experience, as opposed to helping it. We're analyzing actual stories and case studies of the unintended consequences of performance management systems. [ 3:20-5:51 ]  Let’s start off with an example where customers were complaining of long turn around times. A performance manag...
2023-05-0829 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Impact of AI on CX Quality | Ep 38Continuing the topic of AI, today we are being joined by Doug Rabold to discuss how AI impacts the quality of our work and how can learn how to properly use AI. We’ve seen before in sales and marketing how new technologies can shape the market and this can happen with AI in CX too. To make sure that there is a growth in quality, it’s important that we educate ourselves on the capabilities of AI and how to properly use it to our advantage.  [ 7:37- 8:03 ]  A good understanding of a particular tool allows you to mak...
2023-05-0128 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowHuman Intelligence vs Artificial Intelligence in CX | Ep 37In today’s episode, we will be continuing to explore AI and its impact on the CX community, specifically by viewing the relationship of human intelligence versus artificial intelligence. Fred Stacey joins us as we discuss the rapid growth of technology and how the acceleration of innovation makes AI an important part of business. AI can do a lot for CX, but it’s important to remember the significance of humans intelligence and emotion in customer relations.  [ 8:30- 9:17 ]  With AI being pushed into CX, the CX community now has the opportunity to make sure that the tough questi...
2023-04-2432 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Impact of AI on Today’s Labor Realities in CX | Ep 36As technology continues to advance, AI is being integrated into businesses everywhere. So how does Al impact CX? AI is seen as one of the most efficient ways to cut costs and increase efficiency, which are very important parts of CX. In today’s episode, we are joined by Kory Kostecka to discuss AI and its role in CX. [ 5:34-6:54 ]  AI is an enhancement, not a replacement. While some calls with simple questions can easily be answered by an AI, there are plenty of calls and questions that require a human with emotions to ans...
2023-04-1729 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowBenefits and ROI When Investing in Agent-Focused Software | Ep 35Investing in and adopting agent-focused technology into your CX business can be a great way to improve your efficiency and benefit your company. Today we are joined by software expert, Adam Saad, to discuss the benefits of integrating agent-focused technology into CX.  There are quite a few things that need to be accounted for when integrating new software into your business, so we will be divining into the ways to make it the most advantageous for your company. [ 3:28- 5:25 ]  When examining ROI you have to remember that it is a pretty broad term. In this ca...
2023-04-1031 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Impact that Community Has on the Greater CX Industry | Ep 34Throughout the greater CX industry, there are so many benefits to being involved in a community. Today Rob Connelly and Jakob Mattice, discuss the impact that communities have on the CX industry. The more connected agents are to the company reflects onto their experiences with the customer; so it’s important to build up a strong connection. We are better together in our ability to solve problems.  [ 5:23- 5:52 ]  Community presents us with an opportunity to help us learn from one another. It also gives us the opportunity to teach one another so that we all...
2023-04-0328 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowCompassionate Boundaries in Connecting Employees to the Resources They Need | Ep 33Today we welcome back Jeremy Hyde Director of Customer Service for Sun Country Airlines to discuss how to appropriately help employees who are facing crisis in their personal life. [ 9:18 - 10:19 ]  Employee performance issues may alert us to the fact that they are going through some sort of a difficult situation. Let’s talk about how to approach an employee and have a conversation that is candid, sympathetic and respectful. [ 10:26 - 10:57 ]  Boundaries are so important in interpersonal communication. We tend to overstep boundaries when we are too optimistic about motives, abilities and inte...
2023-03-2733 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Importance of Empathy in CX Interactions | Ep 32In today’s episode we are joined again by Dave Seaton to discuss the topic of empathy and how it can be used to improve CX interactions. It’s very important to make sure that your customer feels heard in their emotions, so we will be diving into what empathy in CX looks like, as well as how to show empathy in CX. [3:13- 5:02]  There are 3 types of empathy. First is cognitive empathy which is rationally understanding what emotion someone is feeling. The second type is emotional empathy, which is mirroring the feelings that someone is feeling. The thir...
2023-03-2029 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Relationship Between Engaged Agents and Brand Differentiation | Ep 31We are super excited to welcome Stacy Sherman of the podcast Doing CX Right onto our show today! Since most of the CX focus is centered around the customer experience, it is easy to forget about the equally important agent experience. Engaged and supported agents make a large difference in your company and can either help or hurt your business. Today we will be discussing tips for how to keep your agents engaged and improve your brand. [ 5:54- 6:33 ] You have to invest in your agents. The work of the agents will reflect the support they receive and...
2023-03-1329 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Job No One Wants | Episode 30Q: Why is this the job of a Call Center Agent a job no one wants? A: 2 reasons. 1. Agents call people; and people don’t want to be called. 2. People have to call companies because something in their life isn’t working properly and there is an issue that they are already frustrated with. Today Jakob Mattice welcomes Jacob Shields to talk about improving the call center agent role . If the agent is even remotely the kind of human who takes another person’s frustration and anger personally, the agent...
2023-03-0629 minIGLESIA DE CRISTO PANAMA
IGLESIA DE CRISTO PANAMACuando Dios vistio piel humana-APUNTANDO A LA GLORIACuando Dios vistio piel humana
2023-02-2803 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowDesigning CX Training to Drive Optimal Business Outcomes | Episode 29On today’s episode, we are super excited to welcome back our guest Sheri Kendall. Sheri is an expert in CX training analytics and is here to help us connect CX training analytics to our business outcomes. Sheri shares the 3 main areas of analysis: content, trainer, and design. [ 7:44- 9:54 ] The first area of analysis is content analysis. This is all about gathering data and asking the right questions to find out if or what changes need to be made. [ 11:36- 12:41 ] It’s important to think about your business partnerships. Communication is important, so it’s necess...
2023-02-2727 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowCX Agents: Give Yourself Some Love! | Episode 28Welcome to our first ever Valentine’s Day addition of Recorded for Quality Assurance! Today Rob Connelly and Vistio welcome Suzi Earhart of McorpCX. She’s all about solving problems, giving love, life-long learning and helping others reach their full potential, so she’s here to help us show agents some love today! Contact centers sometimes take a lot of heat for issues with the functioning of their call centers that end up actually being business issues disguised as call center issues. [ 4:22 - 5:03 ] Contact center agents are creative, determined people who solve complex problems under stress...
2023-02-2030 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowCX from East to West | Episode 27Despite attempting to accomplish the same goal, the West’s version of CX is quite different culturally than the East’s version of CX. In today’s podcast we will be addressing the differences between the two areas. Representing the East’s perspective we have today’s guest Vaishali Dialani, who will be discussing with us the cultural disconnect between the East and the West. [ 4:40- 6:03 ] There are a lot of variables that lead to cultural disconnect that can factor in. Knowing what these variables are can help us fix them and lessen the disconnect. [ 10:56- 11:39...
2023-02-1329 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Contact Center of the Future | Episode 26A big welcome to Thomas Laird AKA The Call Center Geek, the host of the podcast Advice From a Call Center Geek! and the Founder and CEO of Expivia. Today Jakob Mattice and Thomas Laird talk about the role that AI will play in the call centers of the future. Question: Do we really think Artificial Intelligence is going to take out the role of the contact center agent? Answer: It already has, but there is no way AI can replace agents completely. The contact center agent is not going anywhere. That role...
2023-02-0629 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowBuild Respect for Your Brand | Episode 25Throughout social media, there is a lot of corporate speech that presents a fake perception of how a company runs. It’s easy to posts if you're a successful business, but how do you become one? Our guest today is Martin Anderson, co-founder and CEO of Lemon Contact Center. Not only do Martin’s posts build respect for his brand, but they accurately reflect his company and its success. [4:07- 6:45] Are your posts an accurate reflection of your work? Remember that our posts reflect not only our business, but ourselves as well. It’s important to be doing...
2023-01-3029 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowBuy-In from Agents Builds Buy-In from Executives | Episode 24Getting buy-ins is everything in CX leadership, so it follows that it would also be the #1 problem that CX leaders struggle with. Today, with the help of Dave Seaton, we will be explaining how to build buy-in and how to appeal to your stakeholders. Topics we cover in today's discussion: [ 3:34-6:33 ] There are more steps beyond buy-in. To be successful, you need both commitment and action. To do this, you need to really analyze your stakeholders. [ 9:35- 10:05 ] Everybody is different, which means that each stakeholder will have...
2023-01-2328 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowValues and Value in CX | Episode 23Today we are talking about the growing expectation from that market that our companies are bringing value to the world. There is a demand for ethical businesses that make the world a better place. Value-based businesses truly reach their customers. With labor being sourced off shore what are our opportunities and responsibilities as companies? [ 3:21 - 4:34 ] What is impact sourcing? Impact sourcing is the idea that you would open up a new labor market, agents, in a location where the ability to pay those agents according to the overall contract value and the other business dynamics...
2023-01-1629 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowLessons from the Southwest Airlines CX Disaster | Episode 22We just witnessed the Southwest Airlines holiday meltdown of 2022. Due to winter storms, 60% of Southwest’s December flights were canceled, leaving over one million customers were affected. The debacle that ensued can be attributed primarily to Southwest’s Direct Route Model as opposed to the Hub and Spoke Model that most of the other airlines use. Additionally, antiquated technology made it hard to mobilize pilots and staff along other flight routes. That’s what went wrong. Now, with the help of Brannon Stacy, Global Business Development Manager at Fusion, let’s take a closer look at what...
2023-01-0927 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowReal Questions and Answers with CX Agents | Episode 21Welcome to the show! Today we’re diving right in with two real life customer service calls we recently had in our personal lives as customers. Let’s talk about what makes a helpful and seamless experience versus a frustrating experience. Let’s talk about tools, policies and responsiveness. Focusing now on the voice of the agent: [ 9:55 - 11:21 ] The results are in and 65 percent of CX agents don’t think of CX as their career, and 40 percent want to leave CX as soon as humanly possible. Unfortunately, we see the self fulfilling cycle of turnover that our...
2022-12-2629 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowWhat CX Agents Want and How to Give it to Them | Episode 20Back in front of the mic today to talk about agent satisfaction and how to effectively compensate and motivate our most important assets. [ 6:58 - 8:45 ] The polls are in and here’s what agents really want: more respect from leadership, more respect from customers, more satisfaction from their work, better pay, proper training so they feel like they’ve actually been taught how to do their job the way leadership wants it done. Of all of these, the highest by far was higher pay. And agents want higher pay not just because they want more money, but because they...
2022-12-1928 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowScreening for and Staffing the Soft Skills that Build Brand Loyalty | Episode 19Jakob Mattice sits down with Kory Kostecka from RemX to discuss his insights into the ways we are staffing our call centers and how we can improve our hiring. Our standard screening questions when hiring new call center agents focus on hard skills instead of the soft skills that really move the needle with brand loyalty. Topics we discuss: [ 4:59 - 5:44 ] Here’s what contact centers should be looking for: problem solving skills, listening skills and phone etiquette. [ 8:06 - 10:44 ] Surveys show that customers value a friendly tone from customer serv...
2022-12-1229 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowOvercoming the Challenges of Omnichannel for Agents | Episode 18Let’s welcome back Fred Stacey to the podcast! Today we’re discussing the unique challenges related to the global nature of CX in addition to the improvements we’re seeing. We’re just always encouraged by the data which time and time again proves that positive agent experience directly correlates to high performance and profit growth. It’s just the reality. This is why we are creating a metric to measure agent experience so that companies can leverage employee support programs even more. Topics discussed in today’s episode: [ 4:32 - 5:17 ] Having fewer...
2022-12-0531 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowAppropriate Expectations of Agent Empathy | Episode 17You’re going to love our guest Leslie O’Flahavan and her refreshing take on the way we empathize with customers. She’s passionate about shifting the burdens off of CX agents so they can focus on connecting with the customers. Topics discussed in today’s episode: [2:34 - 3:00] "Empathy statements can be scripted. Yes. But the question is, “Should empathy be scripted?” [5:12 - 6:32] We expect agents to express empathy to customers all day long. Is that fair for us to demand that emotional involvement continually? [9:39 - 11:05] Are we giving enough training on sympathy...
2022-11-2129 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowAligning CX Leadership | Episode 16Delighted to introduce you to Dave Seaton of Seaton CX. Dave’s consulting firm works with B2B companies to measure, manage and improve their customer experiences. He focuses on leadership, emotional intelligence and getting buy-in for CX. His weekly newsletter CXPRESSO is for brave CX leaders who want to learn about how to score buy in, how to spur executives to action, how to cultivate a customer-centric culture and how to wrench your funding from the jaws of budget cuts all with out arguing or begging. Topics discussed in today’s episode: [ 6:40 - 7...
2022-11-1429 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowLive from ICMI, Introducing ASAT—the Agent Satisfaction metric | Episode 15Understanding what matters to agents is important, now more than ever. If agents aren’t satisfied with their work or connected to their contact center’s culture, they can find opportunities that better suit their needs elsewhere. Wouldn’t it be great if there was a way to measure agent satisfaction so contact center leaders could prevent turnover and improve agent performance? We agree. That’s why we’re developing the ASAT metric. First off, what is the ASAT metric? Put simply, the agent satisfaction score will measure satisfaction based on how well a...
2022-11-0715 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowA New Metric For CX | Episode 14Talking with Jakob Mattice today about the amazing themes from the ICMI Contact Center Expo in Orlando. Meeting in person, building community and networking with so many great colleagues was so inspiring. Let’s dive in to some of the ideas we share at the conference, namely our focus on Agent Satisfaction as our main metric. [ 8:38 - 9:28 ] Agent empowerment is when an agent understands and solves the customer’s problem and then goes beyond to make a connection with the customer. As a result they feel like they have purpose in their work and they are adding valu...
2022-11-0728 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowMistakes to Avoid in CX Training | Episode 13What a great episode today! Sheri Kendall, leader of the CX training team of Wayfair returns to talk about training safe, successful and satisfied agents! FYI: If you haven’t had a chance to listen to episode 17, be sure to go back and catch that episode next to hear even more from Sheri Kendall. In CX when issues aren’t resolved quickly it’s a lose-lose situation. The CFO wouldn’t be happy about the amount of time invested in trying to fix the problem and the customer actually becomes more determined to leave the brand. L...
2022-10-2428 minHFS PODCASTS
HFS PODCASTSHot Vendor Firesides: Hot Vendor Vistio delivers contact center solutions without tearsGregg Antenen witnessed contact center staff break down in tears of frustration as they grappled with the multiple CRM and other data sources, they were expected to jump between in order to solve their customers’ issues. Observing that reality led him to found Vistio - a workflow-oriented solution that allows contact center agents to navigate their interactions with customers more easily. Vistio provides on-screen guidance for agents to interact with customers, providing next-step options and scripting while pulling data from different systems to inform them of critical customer information. We named it an HFS Hot Vendor in Q1...
2022-10-2123 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowEX is the New CX | Episode 12Welcome to the podcast! Today we are talking with Fred Stacey about his experiences in call centers, both helping to build them and helping them in recovery. Dovetailing nicely with our Agent-Centric Call Center Philosophy is the objective today to discuss Employee Experience. What can we still do to enhance the work life of our employees? How can we engage with them and support them? What’s working and not working? What can technology to do serve them as they engage with customers each and everyday. For example, gamification adoption is at about 20% even though it...
2022-10-1731 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowHow CX Leaders Can Engage with Agents | Episode 11We’ve got a special episode for you today! We recorded this conversation on October 4th, the 10th annual CX Day! Meet our fantastic guest Jim Tincher who is the author of the book Do B2B Better which is available now. He’s an expert in all things change management, but you’ll have to tune in to hear what he calls it because he doesn’t actually love that term’s vibe. Jim is here to talk to us about activating employees in ways that truly benefit them. Call center work is so important and we know th...
2022-10-1028 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowHow to Realize the Actual Value of Your CX Agents with Idris Said of XTendico | Episode 10Today we’re chatting with Idris Said from XTendico about truly understanding the key role agents play in relationships with our customers and how invaluable that is. Customer service tops the in-demand skills list. We need agents with these skills to take care of our customers. And, then we need to take care of our customer service agents in return, or they’ll leave. They will. They have other options in the employment market. Start to see the agents as long-term fixtures and assets in your business. Offer them career development opportunities and invest in them...
2022-10-0325 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Adoption of Technology, CRMs in CX | Episode 9Vistio’s Co-Founder Gregg Antenen joins us today to discuss the adoption of technology in CX. As you may know Vistio provides software, technology and tools to equip CX agents, namely Customer Relationship Management software or CRMs. There is a lot of rhetoric in this industry surrounding buzzwords like digital transformation and value proposition, and we need to comb through that chatter to get back into the agent’s chair. Leaders and management should go down to the call center floor and take a call or answer a chat to remind them what it’s like. This will g...
2022-09-2629 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowCompetitive Job Offers and Agent Retention with Kory Kostecka of RemX | Episode 8The shift in labor dynamics that we’ve seen over the last two years has given call center agents the advantage of being able to work from home, take new jobs without having to relocate and elect better opportunities as they come along. Contact centers have been impacted by this new power dynamic. Let’s give a big welcome to Kory Kostecka from RemX. In the CX industry they focus 100% on the people. They create customized work force solutions and get the right talent in the door. Topics discussed in this episode: [5:37 - 6:27] What...
2022-09-1930 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowCreating Opportunities for CX Agents with Martin Anderson of Lemon | Episode 7Today we welcome Martin Anderson cofounder and CEO of Lemon. Lemon is a BPO is that different approach to its employees and their careers. Today we are talking about improving the lives of our CX agents so that they have supportive training, work-life-balance, and a safe place to vent so that we can extend and elevate their roles in the company promote the longer success of the business. Topics discussed in this episode: [12:30 - 14:11] Lemon’s vision is to create opportunity for their people. [15:51 - 18:09] Historically the CX agent role has been difficult an...
2022-09-1229 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowBuying the Technology that will Serve Your Agents the Most | Episode 6The VP will have an opinion. The C-suite will will want a say. IT’s recommendation will ring heavy in the air. Those in charge of operations, training, marketing and quality assurance will each have their own goals in mind. When it’s time to buy CX technology, though, we believe strongly in keeping the agents in mind. The agents’ use and satisfaction with the technology will affect customer experience every step of the way. Today we welcome Joe Rice founder of CXponent for an in-depth discussion of the technology buying process. Exponent helps companies build or reset...
2022-09-0531 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowRelieving CX Agent Trauma with Jeremy Hyde | Episode 5When most people think of trauma, they think of people who fought in wars or who have witnessed crimes. This is not always the case and most often, trauma can be found in any extended period of stress, including being a CX Agent. We are grateful to be joined by Jeremy Hyde, in today’s episode where we will be discussing how trauma can be caused in the workplace, along with how to positively work through the trauma and the related triggers agents face. To listen to a recording of this and ot...
2022-08-2933 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Agent and Company Culture with Hui Wu-Curtis from supportU | Episode 4You’ll say you have competing priorities and you’re right. On one hand we have profitability and the other we have people. We can’t deny the importance of revenue and profitability, but, we’ve said it before and we’ll say it again: we believe in focusing on the agent. Today we welcome Hui Wu-Curtis from supportU to talk with us about the all-important business buzz-word: company culture. To really measure company culture you have to look at how agents actually live. Do we have unreasonable expectations of them? Do we have...
2022-08-2232 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Right Technology to Boost Customer Self-Service with Jeremy Watkin of NumberBarn | Episode 3Today we here at CXQA Live give a big welcome to Jeremy Watkin from NumberBarn and we’re focusing our conversation on implementing the right technology into the contact center. Jeremy talks about the main priority, as he sees it, regarding technology in a contact center: It should boost customer self-service. Data shows that customers would rather not call a contact center to resolve their problem, preferring any option that enables them to solve the issue independently. When he’s evaluating contact center technology he’s looking for ways to boost self-service. The second must-have in the...
2022-08-1535 minTodxs al obelisco
Todxs al obeliscoRevolución sandianista-Dirty Boots: la marca "contestataria" que nació en el conurbano y vistió a estrellas de rockPara profundizar la charla pueden visitar la nota que hizo Joaquín R. Freire para Ámbito Financiero: https://www.ambito.com/informacion-general/rock/dirty-boots-la-marca-contestataria-que-nacio-el-conurbano-y-vistio-estrellas-n5508151 Revolución sandianista es una sección que pretende tratar los temas de candente actualidad política desde el foco de las luchas populares y con una perspectiva emancipadora.
2022-08-1426 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowCX Training at its Best: Integrative, Cost Effective and Psychologically Fortifying with Sheri Kendall of Wayfair | Episode 2In this episode we bring you Sheri Kendall Regional Training Manager of Wayfair to share her approach to CX Training. In many ways our call center agents act as our brand ambassadors all day long, talking to our customers and we believe in taking care of these agents. We need to provide them with effective training to set them up for success. They are holding up important positions on our front lines! Let’s build a solid foundation relationship with them so they represent us well. Let’s offer them a work environment where the depa...
2022-08-0844 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowYour Most Valuable Asset: The Agent-Centric Call Center Philosophy | Episode 1Recorded For Quality Assurance is a show where we talk to the world's leading CX experts about industry trends, CX technology, and transforming customer support into a streamlined strategic advantage for your business. On this episode we talk about our agent-centric call center philosophy. The call center agent is the single most important asset that you have. Training, technology buying, and positive team dynamics should all promote the well-being of the agent. Call centers are facing new labor and economic problems. Agents now often work from home and can change jobs easily in search of...
2022-08-0116 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowLooking at Future Trends and Technology in CX : A Deep Dive Interview with CX Trend Expert, Stephen Loynd | Recorded for Quality Assurance: Episode 15On this episode of Recorded for Quality Assurance, we welcome CX Trend Expert, Stephen Loyn. In this in-depth interview, Stephen gives expert insight into where the industry is headed with the implementation of technology to enhance customer experience, the current role of the contact center agent and how to improve the CX experience starting on the contact center floor and more.
2022-07-081h 12CX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowBPO Best Practices and Blockchain: A Deep Dive Interview with Expert BPO Consultant, Steve Weston | Recorded for Quality Assurance: Episode 14This episode of Recorded for Quality Assurance features Steve Weston, Managing Partner at SKWeston & Company. Tune in as Steve gives expert insight into the key considerations when choosing a BPO partner, the 3 main areas to focus on when creating a contact center from scratch, how blockchain can transform CX and more.
2022-06-1331 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Impact of the Customer Experience Function: A Deep Dive Interview with Customer Experience Executive, Erica Mancuso | Recorded for Quality Assurance: Episode 13On this episode of Recorded for Quality Assurance we welcome Customer Experience Executive, Erica Mancuso. In this rich episode, Erica gives expert insight into the importance of having a CX function representative at the C-suite level, how to break down organizational silos to increase customer satisfaction, the technology we provide our agents and more.
2022-05-2842 minBall Street Journal
Ball Street JournalBSJ 232 - Los Nets de Brooklyn fracasan en la NBA / Russell Wilson ya se vistió de Bronco en la NFL / Los Red Sox no calientan en la MLB / Elon Musk compró Twitter / Checo Pérez genera envidias en F1Los Nets de Brooklyn fracasan en la NBA. Celtics de Boston terminan barriendo la serie y cambian los planes de media, apostadores y de Kevin Durant. Mavs de Luka Doncic se acercan a vencer sus demonios. Hoy se definen un par de series más. Russell Wilson ya se vistió de Bronco en la NFL y se ve bastante bien de naranja. Empezaron algunos mini camps y hay noticias. Los Red Sox no calientan en la MLB. Los que no bajan el ritmo son los super Mets de New York. Elon Musk compró Twitter y esto podría cambiar el p...
2022-04-2751 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowNavigating the Work-From-Home Contact Center from A to Z: An in-depth interview with Customer Service and Work-From-Home Expert, Michele Rowan | Recorded for Quality Assurance: Episode 12This episode of Recorded for Quality Assurance features Michele Rowan, President of the Work From Home Alliance. Tune in as Michele gives expert insight on how to best hire, train and retain agents in the work-from-home environment and more. 
2022-04-031h 11CX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowWorkforce Optimization and GigCX: An in-depth interview with CX Subject Matter Expert, Terry Rybolt | Recorded for Quality Assurance: Episode 11On this episode of Recorded for Quality Assurance we welcome CX subject matter expert and CRO of LiveExchange, Terry Rybolt. Terry gives expert insight into the impact of agent attrition on an entire organization, the transformation of moving agents to a WFH model, and the benefits of GigCX.
2022-03-1640 minDescansando en Dios
Descansando en DiosDios Reina Eternamente. Salmos 93:1-2415 – Sal 93:1-2 – Dios reina eternamente. Jehová reina; se vistió de magnificencia; Jehová se vistió, se ciñó de poder. Afirmó también el mundo, y no se moverá. Firme es tu trono desde entonces; Tú eres eternamente.   Los salmos 93 – 100 celebran la soberana realeza de Dios sobre el mundo. El Sal 93:1-5 glorifica el reino eterno y universo de Dios que es sustentado mediante su Hijo (Col 1:17). Nada es más poderoso que el Señor; nada es más firme que su reino, nada es más seguro que su revelación. La clave del eterno Reino de Dios es su santidad. La gloria de...
2022-03-0906 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowA 360 Degree View of the Contact Center Floor: An Interview with Customer Service Operations Expert, Jenny Dempsey | Recorded for Quality Assurance: Episode 10This episode of Recorded for Quality Assurance features Jenny Dempsey, Consumer Experience Manager at Apeel Sciences and FruitStand.com. Tune in as Jenny gives expert insight into improving agent morale, important communication strategies, what the ideal agent technology toolbox looks like and more. 
2022-01-2740 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowFrom Making Sandwiches to Making the CX Journey Better: An Interview with Customer Experience Expert, Nate Brown | Recorded for Quality Assurance: Episode 9On this episode of Recorded for Quality Assurance, we are joined by Nate Brown, the Senior Director of CX at Arise and Co-Founder of CX Accelerator. Tune in to hear him speak on the key to truly delivering excellent customer service, how we set agents up for success, the most important metrics to be focusing on and so much more.
2022-01-1241 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowFrom 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith | Recorded for Quality Assurance: Episode 8This episode of Recorded for Quality Assurance features Matt Beckwith, Director of Customer Experience for Clark Pest Control and the man behind the popular blog, "The Contact Center Geek." Tune in to listen to Matt share his unique take on contact center technology, how he has successfully created a 100% work-from-home contact center, and how he is tackling agent attrition.
2021-12-1534 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowFrom Agent to Innovator: An Interview with Contact Center Technology Visionary, Sean Murphy | Recorded for Quality Assurance: Episode 7In this Episode of Recorded for Quality Assurance, we interview Co-founder and Chief Technologist of Vistio, Sean Murphy. Tune in and listen as Sean shares his journey of how he became an innovator of contact center software and what he believes are the elements that are needed to truly have technology improve the customer experience.
2021-12-0915 minCX Files
CX FilesHailey Corr - Vistio - Best Practice In CX AutomationHailey Corr is a senior marketing manager at Vistio. She is based in Puerta Vallarta in Mexico. Vistio's software helps agents inside contact centers deliver a better customer experience by guiding them automatically to the information the customer needs.  This is real-time automation and in this episode Hailey talks about how automation can be used to dramatically improve CX - where does it work and where does it need more thought? https://www.linkedin.com/in/haileyecorr/ https://www.vistio.io/  
2021-10-2817 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowBPO with a Purpose: A Candid Conversation with Hui Wu-Curtis | Recorded for Quality Assurance: Episode 6This episode of Recorded for Quality Assurance features Hui Wu-Curtis, COO and Co-Founder of SupportU. Tune in and listen as Hui discusses her unique BPO organization and where she sees gaps in the BPO industry. She also shares the critical steps for finding the right talent to complement an organization's CX goals and the factors to consider when choosing CX technology to enhance the agent experience and ultimately aid in delivering excellent results customer service. 
2021-10-2224 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowFrom CTO to CX Industry Analyst: An In-depth Conversation with Mark Hillary | Recorded for Quality Assurance: Episode 5On this episode of Recorded for Quality assurance, we are joined by Mark Hillary, renowned author and leader in the CX space. Tune in to hear about his unique career journey, his original view on CX technology, and how the CX industry is often on the cutting edge of implementing emerging tech.
2021-10-0523 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowSelection, Implementation and Use: The Journey of Contact Center Technology with Joe Rice | Recorded for Quality Assurance: Episode 4On this episode of Recorded for Quality Assurance, we welcome Joe Rice, CEO of CXponent. Tune in to hear Joe share his insights on CX technology implementation, stakeholder participation, the importance of organizational alignment, how to drive the benefits of contact center technology and more. 
2021-09-1621 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowFrom Agent to Executive: Unique Insights into all aspects of the contact center with Tom Benton | Recorded for Quality Assurance: Episode 3This Episode of Recorded for Quality Assurance features Tom Benton, the Head of Operations at Vistio. Tune in and listen as Tom shares his unique insights into the main pain points from the perspective of the contact center agent, manager, and risk management professional. He also delves into some of the failsafe solutions to these pain points that he has developed over his long career in the industry.
2021-08-2523 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowThe Evolution of the Contact Center and Process Evaluation with Rod Jones | Recorded for Quality Assurance: Episode 2On this episode of Recorded for Quality Assurance, we are joined by Rod Jones. Tune in to listen to this pioneer of the contact center industry discuss the importance of setting clear processes for contact center agents, the importance of executive participation and how Henry Ford would have made a brilliant contact center operator.
2021-08-0919 minCX QA Live! | The Agent-Centric Customer Experience Show
CX QA Live! | The Agent-Centric Customer Experience ShowEvaluating the past, present and future of CX with Peter Ryan | Recorded for Quality Assurance: Episode 1On the pilot episode of Recorded for Quality Assurance, we're joined by Peter Ryan, Principal at Ryan Strategic Advisory. Tune in to listen to this CX expert discuss the importance of providing contact center agents with the right solutions, understanding their needs and tailoring the solutions to suit their requirements; the future of CX and practical career advice for contact centers leaders.
2021-08-0518 minArt of Procurement
Art of Procurement382: 2021 StartUp & Growth Series - VistioToday's podcast is part of a special two-week series, our second annual sponsored StartUp and Growth Series, where we aim to shine a light on the early stage and growth companies who are changing the way that leading procurement teams are driving outcomes that truly align with corporate objectives. We will ask an entrepreneur from seven different companies questions about what gap in the market their solution addresses, how they differentiate their technology and what their tools look like in action.  It's a great way for you to get to know those who are leading the way.
2021-03-1811 minBeto Lopez
Beto LopezSe vistió de luz, una canción inédita para mi hija.Se vistió de luz, una canción inédita para mi hija. --- Send in a voice message: https://anchor.fm/beto-lopez/message
2021-01-0602 minLa Liga de los Clubes, Radio Provincia AM 1270
La Liga de los Clubes, Radio Provincia AM 1270Nicolás Abot, el bonaerense que más camisetas vistió en la historia del deporteNuestro primer invitado fue Nicolás Abot. El futbolista argentino es el jugador que mas camisetas vistió en la historia del deporte.
2020-12-0631 minLa costa de las tormentas
La costa de las tormentasLa costa de las tormentas - Cuando Natalia se vistió de rojo - 09/06/19Rafael Rubio nos trae a la taberna su última novela, Cuando Natalia se vistió de rojo. Una obra que nos traslada a las colonias españolas en América durante el tumultuoso periodo de la Ilustración. Su protagonista es una mujer que se enamorará de la Declaración de los Derechos del Hombre y la Mujer, y se convertirá en una luchadora de causas perdidas. Escuchar audio
2019-06-0954 minLFM Radio
LFM RadioHarnol PalaciosEl "negro hermoso"  estuvo en la presentación del Deportivo Pereira y nos regaló esta entrevista. Harnol de 39 años hizo casi toda su carrera en el Deportivo Pereira, sin embargo también vistió los colores de la Selección Colombia, , Envigado, Once Caldas y Deportivo Pasto; con quien levantó la copa en 2006.Harnol vistió los colores del equipo campeón en el año 2000, siendo para muchos la figura de la cancha en dicha final. Además fue quien anotó el primer gol del Deportivo Pereira en su regreso a primera división, vistió la cinta de capitán en varias ocasio...
2015-02-1405 min