Podcasts about AHT

Event Objectives:Explore the history and evolution of terms related to non-accidental head trauma in infants.Describe the clinical characteristics of abusive head trauma (AHT).Discuss strategies to identify infants at risk for AHT.Claim CME Credit Here!

In this episode, WFM Evangelist Chris Dealy (injixo) joins us to explore how the right KPIs can transform workforce planning and operational performance. From forecast accuracy to AHT and beyond, Chris shares expert insights, practical strategies, and real-world examples to help contact centres align metrics with meaningful outcomes — boosting both service quality and employee satisfaction.Sponsored by: Peopleware

AI and automation are all the buzz in healthcare technology right now.  There's a feeling that if you're not doing it, then you're doing something wrong.  The challenge for healthcare IT leaders is that they aren't sure the best ways to leverage AI and automation.  Plus, they're asking which are real and which aren't truly tested on healthcare problems. To learn more about this topic, we sat down with Chris House, CTO at HealthAxis, to talk about some of the ways they're seeing AI and automation used in healthcare to drive efficiency and empower staff.  We start off the interview talking about AI and how HealthAxis is using it to optimize call center operations.  Plus, he shares some of the key improvements these AI-driven tools have brought to the customer interactions.  This included things like reduced average handle time (AHT) and improved agent productivity. Learn more about HealthAxis: https://healthaxis.com/ Health IT Community: https://www.healthcareittoday.com/

Neal Topf is the founder and President of Callzilla. He is based in Miami, Florida. Callzilla is a CX specialist based in the US, but also with delivery centers in Colombia and South Africa. Peter Ryan called Neal for a conversation about corporate culture - in particular culture inside the BPO environment. Neal recently posted on LinkedIn that a prospective client was impressed with the Callzilla technology and their business proposal, but he wanted to meet the team. Seeing the team at work and learning about their daily on-the-job culture was really important to this company - he wanted to build a rapport with the Callzilla team.  Neal has often written that prospective clients today are less interested in contact center metrics and much more interested in how the team can help with both sales and service or how engaged the team is and how this will translate into great CX. Clients today are looking for a BPO to have solutions to business problems - not just AHT statistics. Tune in for the latest CX Files where Neal talks about culture and why it is more important than ever for BPOs to have a positive answer when a prospect suggests visiting their team. https://www.linkedin.com/in/nealtopfcustomerexperience/ https://www.callzilla.cx/

María Laura y Hugo, colaborador de CDT, presentan desde Ushuaia un nuevo programa del ciclo radial sobre turismo. Dedican este programa a Ute, una gran referente del turismo antártico y fueguino. Reflexionan sobre la reunión que se realizó en el Congreso de la Nación para escuchar las voces de la academia y de los profesionales de la actividad, ante los anuncios sobre la postura de desregular la actividad de los guías y de los profesionales del sector. Recorren las noticias locales, entre ellas la inauguración de un hotel cápsula en Ushuaia, el segundo en Argentina. María Laura nos presenta un nuevo desafío para conocer un poco más sobre Tierra del Fuego. Como siempre presentan algunas noticias de la región vinculadas al cruce por el estrecho de Magallanes y otras a nivel nacional como el anuncio desde Iguazú de avanzar la certificación como un Destino Turístico Sustentable. También destacan una nota periodística donde se destaca la voz de algunos decanos de instituciones académicas reconocidas en la enseñanza del turismo. En el ámbito internacional destacan un nuevo convenio para poder viajar entre Ushuaia y los países escandinavos. Maria Laura nos comenta las nuevas regulaciones para visitar Machu Picchu vinculadas a la capacidad de carga del sitio. En la segunda parte del programa, entrevistan a Luis di Giorgio y a Sebastián Galdeano. Luis es Consultor Hotelero, Abogado y representante en Tierra del Fuego de la AHT, Asociación de hoteles de Turismo de la República Argentina, además de  Martillero Público; Sebastián es Auditor controller de los Hoteles Arakur y Tolkeyen. Comienzan esta  interesante charla sobre hotelería explicando qué hace un consultor hotelero. Durante la charla conversan acerca de las regulaciones, las tendencias mundiales y las plataformas que se especializan en la venta de servicios hoteleros. Finalmente presentan su nuevo proyecto que se encuentra en desarrollo sobre la app APPRECIALO, una novedosa forma para que los usuarios puedan acceder a la reserva de plazas hoteleras a valores que ellos mismo proponen.La app fue pensada durante la pandemia cuando pudieron utilizar todo el expertise que ambos tienen en la actividad.

CL8 en HOTELGA En el marco de la renovada HOTELGA 2024, y dentro del nutritivo Summit de expertos, fuimos convocados por FEHGRA y la AHT para crear el 1er. Cerrame La Ocho “edición ao vivo” con una temática vital:Un panel de expertos, con cientos y cientos de locales gastronómicos abiertos por años, y miles de eventos de alta gama orquestados cada año, transmitiendo los Mandamientos y Tips claves para evitar ser parte del casi 80% de fracasos sobre aperturas realizadas. Josie Bridge - Fundadora y Directora de EAT CATERINGMarcelo Salas Martinez - Fundador y Director de Café MartínezFernando Goijman - Fundador y Director de Tostado Café ClubLeonardo Militello - Socio de Hitzig Militello ArquitectosJunto con nuestros conductores Martín Blanco y Sebastián Ríos Fernández; en un atrapaste decálogo de experiencias. Pasen y vean. Hay mucho para aprender

A Veteran in Customer Experience Innovation   We welcome Mark Honeycutt to this week's episode of the Digitally Irresistible podcast. Mark has enjoyed a distinguished career, marked by significant contributions to the fields of technology, retail, and service. With over 25 years of experience, he has built a solid reputation for creating exceptional customer experiences at iconic brands such as Amazon and Microsoft. Mark has been involved in three major waves of customer care evolution. In the late 1990s and early 2000s, he was at the forefront of leveraging third-party companies, known as business process outsourcing (BPO) providers, to deliver customer experience solutions. Following this, he played a pivotal role during the offshoring wave, where customer care operations were relocated to different parts of the world to optimize costs and efficiency.   In this episode, we delve into Mark's expertise and explore the best practices for integrating automation in customer support to enhance the overall customer experience. Join us as we uncover the dynamics of this third wave with one of its most seasoned pioneers.     Embracing the Third Wave of Customer Care and the Impact of Generative AI and Conversational Technologies   Mark identifies the current era as the "third wave" of customer care,  driven by advancements in generative AI and enhanced conversational capabilities. This wave marks a significant shift toward a “tech first” engagement approach, revolutionizing how companies interact with their customers. As technology continues to evolve, it brings both opportunities and challenges, requiring a strategic balance between automation and human touch.   Despite these technological advancements, one fundamental aspect remains constant: customer expectations. Customers still prioritize having their issues resolved quickly and efficiently while being treated with respect. This unchanging need underscores the importance of designing customer care solutions that meet these timeless expectations, regardless of the technological tools employed.   Leveraging Technology for Better Customer Engagement   The introduction of generative AI and advanced workflows enables two primary approaches: bots and agent assistance. Bots aim to handle customer engagements entirely through automation, providing swift and consistent responses. On the other hand, agent assistance focuses on reducing the cognitive load on human agents, improving their efficiency and compliance during customer interactions. This hybrid approach augments operational efficiency and ensures complex issues are seamlessly transitioned to human agents when necessary.   Rethinking customer engagement with a technology-first approach involves meticulous planning and workflow design. Key considerations include determining when to involve human agents and which technologies to implement. Companies must strike a balance between automation and human intervention, minimizing customer friction while maximizing the benefits of both bots and human agents. Measuring customer satisfaction across these different touchpoints is crucial to refining and optimizing the customer experience.   While technology will play a more direct role in customer interactions, human agents will continue to be an integral part of the equation. Augmented by AI, agents will be better equipped to handle complex issues, offering a higher quality of service. The integration of AI in every customer contact is imminent, making it essential for companies to plan and implement these technologies thoughtfully.   Characterized by the integration of generative AI and advanced conversational AI technologies , the third wave of customer care presents exciting opportunities for enhancing customer engagement. By thoughtfully implementing these technologies and maintaining a focus on core customer expectations, companies can navigate this transformation effectively.     Aligning Metrics and Strengthening Customer Satisfaction With Technology-First Approaches   One of the key themes Mark emphasizes is the importance of maintaining consistency in metrics between technology solutions and agent-assisted support. While the terminology may differ, the core objectives remain the same: ensuring a seamless workflow and unified measurement system across both types of interactions.   Issue resolution from the customer's perspective is paramount. A common mistake some companies make is relying too heavily on customer behavior metrics as their primary customer satisfaction (CSAT) measure, which can leave blind spots. Instead, a straightforward approach should be maintained: whether the care is provided through a bot or a live agent, the primary goal is to resolve the customer's issue quickly and efficiently.   Key Metrics for Agent Assist Tools   When implementing AI-driven support systems, several metrics are crucial for assessing their impact on agent performance and overall operational efficiency:   ·       Speed to Proficiency: This metric measures the speed at which new agents reach a competent level of performance. By tracking how quickly agents become proficient, organizations can determine the effectiveness of their training programs and the support provided by AI tools. ·       Average Handle Time (AHT): AHT is a standard metric in customer service, representing the average duration an agent spends on a single interaction. AI-driven assist tools aim to reduce AHT by providing agents with timely information and suggested responses, thus enabling quicker resolution of customer queries. ·      Dispersion of Handle Time: Another essential aspect to monitor is the dispersion of handle time, which refers to the variation in handle times among agents. Reducing this dispersion indicates that the performance gap between the best and worst-performing agents is narrowing, suggesting that AI tools are helping to standardize and elevate agent performance across the board.   With a technology-first approach, additional metrics need to be incorporated to reflect the nuances of automated interactions. These metrics, while using new terms, mirror traditional agent-assisted measures:   ·      Containment Rates: Equivalent to first contact resolution (FCR), indicating the percentage of engagements fully handled by bots without requiring agent intervention. ·       Fallout Rates: Similar to call abandon rates, reflecting instances where customers drop out of the workflow. ·      Time in the Bot: Corresponds to the level-of-effort metric, measuring the duration and ease of customer interactions with the bot.   While concurrency is less critical in pure automation scenarios, it also remains an essential metric for agent-assisted interactions. Tools such as agent scripting technology and nudging cues play a significant role in helping agents manage multiple engagements simultaneously, thereby enhancing efficiency and customer experience.   By closely monitoring these metrics, organizations can gauge the effectiveness of these tools and make data-driven decisions to further optimize their customer service strategies.   Balancing Voice and Text in Multi-Channel Customer Engagement   A significant aspect of modern customer care is the shift toward multi-channel and omnichannel engagement. Customer interactions now span multiple channels, such as chat, voice calls, SMS, or email. Effective customer service strategies must seamlessly integrate these channels to ensure a cohesive experience.   Customer Preference and Flexibility   A key aspect of successful customer engagement is allowing customers to choose their preferred communication channel. While companies can guide customers toward certain channels, it is essential to meet customers where they are most comfortable. Flexibility in engagement methods fosters a positive customer experience and reinforces the customer's sense of control and satisfaction.   Integrating Voice and Text in Automation Strategies   Despite the rise of digital communication channels, voice remains the predominant medium for customer contact. However, implementing voice automation comes with unique challenges compared to text-based solutions. Voice interactions can be complicated by factors such as dialect variations, background noise, and line quality issues. These challenges require sophisticated technology and careful planning to ensure that voice delivers a reliable and effective customer experience.   This is why it is crucial to include both voice and text options. For instance, a customer might start with a phone call and receive follow-up communications via SMS or email. Ensuring that both voice and text interactions are effectively managed and integrated into the overall customer service strategy is essential for a holistic approach to customer engagement.   Navigating the Challenges of Integrating Technology in Customer Service Operations   Mark identifies a significant challenge in the current wave of customer care: the need to effectively integrate advanced technologies with traditional customer service operations. Operations leaders are experts in managing customer experiences and executing call center operations. They excel in engaging with agents to deliver outstanding customer service. The rapid advancement of technology, exemplified by innovations like ChatGPT, has introduced new complexities that require a strong collaboration with the technology side.   Understanding and Addressing Technology Deficits   Operations leaders know what they want to achieve and have a clear vision of how to implement these changes within their business. In-house technology teams are typically overwhelmed with existing projects and demands, ranging from outdated code and security requirements to compliance with federal regulations. These constraints create a tech deficit, where the timelines for implementing new technologies are tight and often challenging to meet.   Collaboration for Successful Integration   Successful integration of new technologies into customer service operations necessitates close collaboration between operations and technology teams. This collaboration involves:   ·       Clear Communication: Ensuring that both sides understand the goals and requirements of new technologies. ·       Prioritization: Aligning technology projects with business priorities to manage the tech deficit effectively. ·       Resource Management: Allocating the necessary resources to address both existing tech demands and the implementation of new solutions. ·       Continuous Learning: Encouraging ongoing education and adaptation to keep pace with technological advancements.   Fostering strong collaboration and addressing the tech deficit allows companies to effectively integrate advanced solutions into their customer care operations. This approach ensures that technological advancements enhance the delivery of exceptional customer experiences.     A Three-Step Approach to Implementing Automation in CX   Step 1: Analytics The first step in implementing automation in customer service is a thorough analysis of current operations. This involves understanding what has traditionally been done by human agents and identifying the major contact drivers.   Mark emphasizes the need to dissect and analyze high-level workflows that agents typically handle. The analytics phase requires breaking down these workflows into detailed steps to identify various elements that need to be automated. This foundational step sets the stage for effective automation by ensuring that all critical aspects of customer interactions are accounted for.   Step 2: Development and Testing Once the analytics phase is complete, the next step involves developing and testing the automation solutions. This phase is critical as it transforms the insights gained from analytics into actionable plans and functional systems.   In the development stage, teams create a detailed roadmap and development plan. This includes designing the automation workflows and programming the necessary components. Thorough testing follows, ensuring that the automated systems function correctly and meet the desired objectives before they are publicly deployed.   Step 3: Post-Deployment Measurement and Efficiency The final step in the automation implementation process is post-deployment measurement and evaluation. This phase focuses on assessing the effectiveness and efficiency of the deployed automation solutions.   Once the workflows and automation are live, measure their performance against predefined metrics. This includes evaluating customer fallout rates, understanding why customers abandon bots, and deciding whether to enhance the existing workflows or move on to new contact drivers. The goal is to ensure that the automation achieves its intended outcomes and continuously improves over time.   A key consideration in this process is maintaining consistent metrics across both automated and agent-assisted interactions. Using the same customer satisfaction and success measurements for both automation and human agents helps gain true insights into the effectiveness of the customer service operations.     Practical Examples of Leveraging Automation for Cost-Effective Issue Resolution   Utilizing Interaction Analytics for Quality Assurance and Customer Insights   Mark shares a practical example of how customer care leaders can effectively deploy automation to drive cost-effective issue resolution, emphasizing the importance of interaction analytics. In one of his larger operations, Mark leveraged this for both quality assurance (QA) and voice of the customer (VoC) insights. With a large offshore population, one of the significant challenges was language skills and understandability. By implementing interaction analytics, the company could evaluate tens of thousands of contacts daily and identify representative insights and coaching opportunities in near real-time.   Furthermore, interaction analytics helped in understanding customer reactions to controversial company policies. Instead of relying on filtered reports, agents could directly listen to customer comments, providing unvarnished insights that informed policy adjustments and improved customer relations.   Interaction analytics play a pivotal role in capturing and analyzing customer interactions. These analytics help in understanding customer sentiments, identifying common issues, and ensuring that both self-service support solutions and live agent interactions meet the desired service standards.     Using Metadata to Reduce Churn and Prevent Fraud   Mark provides another example in the context of membership or subscription services, highlighting the proactive capabilities of automation. One of the biggest indicators of churn is customer engagement with the service. By analyzing metadata on service usage, companies can create nudges to encourage engagement before a customer decides to cancel their subscription.   Mark explains that if usage data indicates a customer is not engaging with the service, automated nudges, such as order status updates, can be sent to re-engage them. This proactive approach can significantly reduce churn and improve retention.    In product-based services, automation extends beyond simple order status updates. Mark illustrates how bots manage complex scenarios like late or lost shipments. A bot informs customers about their order status and, if an issue arises, handles it seamlessly.   For example, if a product is delayed, especially with expedited shipping, the bot offers concessions, refunds, or replacements based on predefined policies. This comprehensive workflow ensures customer satisfaction even in problematic situations.   Metadata is also used to identify potential risks, such as unexpected locations for customer calls, by analyzing call data and comparing it to expected patterns. In financial services, for instance, automation leverages metadata to enhance security and fraud detection. Automation flags these issues for further investigation, providing a more secure experience for customers.   Steps for Brands to Start or Expand Automation in Customer Support   A well-thought-out approach can save significant time and effort in the long run. Critical considerations during the planning phase include:   1.    Transparency: Decide whether to inform customers that they are interacting with a bot. 2.    Engagement Duration: Determine how long customers should interact with the bot before being transferred to a human agent.   Once the resource needs are identified, brands must decide how to allocate them effectively. Mark suggests three primary options:   1.    Reallocate Existing Resources: Shift staff from lower-priority projects to focus on automation. 2.    Request Incremental Resources: Advocate for additional resources to support the automation efforts. 3.    Utilize Third-Party Solutions: Engage BPOs, IT, or consulting organizations to advance the automation roadmap.   Mark shares a real-world example from his experience with a large seasonal business, which required doubling the staff during peak times. The challenge was the lack of a training environment, which was crucial for preparing seasonal staff. The company built this environment using the six most common transactions. This approach allowed the seasonal staff to practice without the anxiety of live customer interactions, resulting in a 30% improvement in velocity to proficiency.   Starting or expanding the use of automation in customer support involves strategic planning, resource allocation, and leveraging third-party solutions when necessary. Taking a planful approach and addressing key considerations upfront allows brands to integrate automation effectively, leading to improved customer experiences and operational efficiencies.   What Mark Does for Fun   Mark is a dedicated college football and Major League Baseball fan. In the fall, you can find him tailgating at Husky Stadium in Seattle with his family. He also loves traveling in his RV, combining his passion for sports with the freedom of the open road. Mark also works out to stay energized and focused.   To learn more about Mark, connect with him on LinkedIn. Watch the video here. Read the blog post here.   

We work in a very stressful and difficult industry. Do you know the signs of depression? As a leader; what do you look for? What do you do? Join us for this important subject. AHT, First Call resolution, Gamification and AI can wait...

We work in a very stressful and difficult industry. Do you know the signs of depression? As a leader; what do you look for? What do you do? Join us for this important subject. AHT, First Call resolution, Gamification and AI can wait...

Topics From This Episode: HONEYPOT TURNS BLACK SUPPORTERS SOUR? TIGER WOODS LEAVES NIKE AHT! AHT! What Brands NEED to Not Do During BHM  Black Businesses We're Loving: - The Lip Bar (https://thelipbar.com/) - Dayo (https://dayowomen.com/) - Sis, You Smell Good (https://www.facebook.com/sisyousmellgood/) - Myleik and Mommas (https://myleikandmommas.com/) - F&W Style (https://www.fwstyle.com/)

In this community it seems we have so many rules about this and that and who can do what, when and how…fuxx that, let's talk about it. I'm sick of all these dxmn rules we got in our community. Who tf wants to live in a box and stay there?! Aht aht

Discover the latest game-changer for FBM sellers on Amazon: Automatic Handling Time (AHT). Join Steven Pope, founder of My Amazon Guy, as he delves into the intricacies of this new program and its impact on your business. In this insightful video, Steven breaks down the benefits of combining FBM and FBA listings, and how AHT can streamline your shipping process, enhancing efficiency and boosting sales. He also discusses real-world scenarios where FBM outperforms FBA, the implications of AHT on seller logistics, and strategies for maximizing sales growth.Whether you're exclusively an FBA seller or utilize FBM regularly, this video is packed with valuable insights to optimize your Amazon selling strategy. Stay ahead in the competitive world of online selling with these expert tips and strategies.Timestamps:00:00 - Introduction to Automatic Handling Time for FBM Sellers00:22 - Benefits of FBM and FBA Listing Strategies01:02 - Examples of FBM Advantages in Specific Scenarios01:19 - Overview of New Automated Handling Time (AHT) Program02:03 - Details on AHT Implementation and Seller Impact03:02 - Amazon's Marketing Email on AHT and Its Benefits03:54 - Additional Features and Account Health Considerations with AHT04:16 - Comparisons with SFP and Logistics Focus for Sellers04:48 - Overall Impact of AHT on FBM Sales and Seller Strategy05:07 - Conclusion and Additional Resources for Sellers→ Save 20% on your first 6 months of Helium 10!↳ Use code STEVENPOPE6M20 at https://bit.ly/3RTm5id→ Already have Helium 10?↳ Exclusive MAG discount for upgrading existing accounts at https://myamazonguy.com/h10upgrade------------------------------------------------------------------------------------------------------Join My Amazon Guy on LinkedIn: hhttps://www.linkedin.com/company/28605816/Follow us:Twitter: https://twitter.com/myamazonguyInstagram: https://www.instagram.com/stevenpopemag/Pinterest: https://www.pinterest.com/myamazonguys/Please subscribe to the podcast at: https://podcast.myamazonguy.comApple Podcast:  https://podcasts.apple.com/us/podcast/my-amazon-guy/id1501974229Spotify: https://open.spotify.com/show/4A5ASHGGfr6s4wWNQIqyVwSupport the show

Season 7: Episode 28 Aht! Aht! Before you leave that job make sure you pay attention to these things first. Listen in today! "Quote Me" "Make sure you are committed because now you are responsible for your livelihood" --------------------------------------------------------------------------------------------------- LaKisha LaTaye Davis is a certified life coach, author, event and podcast host, as well as speaker. She is the author of "The Power of Words: Affirmations to Promote You in Life and Business" as well as "The Seven Sins of Social Media: Change Your Approach to Increase Engagement". As a military veteran she has served at the White House Medical Unit, the Pentagon and Walter Reed Army Medical Center. LaTaye is a seasoned leader within the federal and state government as well as big box retail companies. Her professional and personal experiences coupled with her out of the box approach allows her to be able to work with women and men from various demographics and cultures. FOLLOW LaTaye on IG: @latayedavis RESOURCES: https://stan.store/latayedavis BOOKS: https://amzn.to/3HnJSng GLOBAL GIRLS PODCAST on IG: @globalgirlspodcast SUBSCRIBE TO YouTube: @latayedavis --- Send in a voice message: https://podcasters.spotify.com/pod/show/globalgirlspodcast/message Support this podcast: https://podcasters.spotify.com/pod/show/globalgirlspodcast/support

What's that saying? Life is what happens to you when you're busy making plans?Ashley was ready to put the Dear Young Queen podcast on a break until God said Aht! Aht! Aht! Wait a minute!  A listing in the Apple Podcast New Beginnings section has boosted the audience and also Ashley's confidence in her dreams. Dear Young Queen is no longer just a podcast, it is a network for podcasts by women with extraordinary voices.  On this episode get introduced to the Dear Young Queen Podcast Network and the incredible podcasts under the umbrella. 05:38 - Meet Ask Ashley: The Podcast: Do you know what unites women everywhere?The unbelievable, hilariously offensive shit we go through – from failed relationships and disaster dates to trying to balance marriage and parenting a terrorist-like three-year-old. You know what makes all of us okay? Laughing about it with your best friend. ​Join @dearyoungqueen's founder, Ashley W., and her bestie, Ashley N. for their intimate, unapologetic, unfiltered weekly check-in, as these two friends on opposite coasts coach each other through this thing called life.Follow @askashleypodcast28:59 - Meet Ready Set Grow with S. Tia Brown:If you've been listening to this podcast and you've already been introduced to  S. Tia Brown, a licensed therapist and journalist, host of Ready Set Grow. Ready, Set, Grow is the ultimate group therapy space where Tia has informative, impactful and entertaining discussions about ways to dynamically shift your mental health, practical life skills — and grow.From healing past wounds and untangling toxic relationships to unearthing healthier coping mechanisms, each episode tackles the soft and hard skills needed to manage the toughest aspects of adulting. This isn't just a podcast; This is a space to grow.   Follow @rsg.therapy & @stiabrown40:42 Meet It's Not That Serious with Drea & Lina:Get ready to dive deep into the shallow end of pop culture. You'll get to meet Andrea the fashion maven with over a decade of style expertise and a PhD in celebrity gossip and on the other mic is Lina the wardrobe whisperer.  She's a celebrity wardrobe stylist weaving through the glamorous sets of films, commercials, and the closets of your favorite athletes. Join Drea and Lina every week as they spill the tea on everything celebrity, dissect fashion with surgical precision, and prove that life is just a runway, strut worthy and filled with laughter. Serious is so last season. Follow @itsnottthatserious  & @linagoshJust like the category Apple podcast Dear Young Queen is featured in..... This is just the beginning.

This episode is a conversation with the workforce management consultant, Irina Mateeva, regarding average handle time (AHT).  We talk about the circumstances when applying AHT as a KPI for agent performance can lead to inferior customer experience. Of course, we also discuss the role of AI in the contact center.Irina regularly provides insightful content on that LinkedIn. To keep track, you can follow her account here: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/The host, John Walter, can be found on LinkedIn here: https://www.linkedin.com/in/jowalter/ 

Today's interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software that is designed to help companies visualize and navigate processes. We talk about two delusions that exist in the service space, particularly at the VP level, why followed procedures reduce AHT, how customer service can often be the dumpster fire of the company, and how text-based knowledge bases tend only to have a 3-year lifecycle unless they are properly cleaned and managed before they become completely dysfunctional. This interview follows on from my recent interview – The autonomous enterprise is like a North Star vision of where business is going – Interview with Kerim Akgonul and Peter van der Putten of Pega – and is number 478 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Florian and Esther discuss the language industry news over the past month, with ChatGPT traffic hitting its peak in May 2023 and large language models being released left, right, and center. The EU Commission (EC) unveiled the launch of a pilot program that will see the EC use its own machine translation tool to translate certain press releases. In mid-June, media localization company Dotsub announced it had ceased operations, due to its current liquidity situation. In more positive news, Microsoft's beloved Language Portal has made a comeback after the company announced that it would be shut down at the end of June. Over in M&A, XL8 has acquired AHT to diversify and grow its customer base to US government agencies. Also branching out is RWS as it bought legal and legislative content management system Propylon for a total purchase price of USD 47.3m.Meanwhile, in funding, Czech localization startup Localazy announced at the end of June that they raised EUR 1m. Voice generation platform, Eleven Labs, announced it had raised USD 19m in a Series A round. 

Welcome to PICU Doc On Call, A Podcast Dedicated to Current and Aspiring Intensivists.I'm Pradip Kamat coming to you from Children's Healthcare of Atlanta/Emory University School of Medicine and I'm Rahul Damania from Cleveland Clinic Children's Hospital. We are two Pediatric ICU physicians passionate about all things MED-ED in the PICU. PICU Doc on Call focuses on interesting PICU cases & management in the acute care pediatric setting so let's get into our episode.Here's the case of a 12-week-old girl old who is limp and seizing presented by Rahul.Chief Complaint: A 12-week-old previously healthy female infant was found limp in her crib and developed generalized tonic-clonic seizures on the way to the hospital.History of Present Illness: The mother returned from work on a Saturday to find her daughter unresponsive in her crib. The infant had been left in the care of her mother's boyfriend, who stated that the daughter had been sleeping all day and had a small spit up. As the patient continued to have low appetite throughout the day and continued to be unresponsive in her crib, mother called EMS to bring her to the emergency department. En route, the patient had tonic movement that did not resolve with intranasal benzodiazepines.ED Course: The infant presents to the ED being masked. Upon arrival at the ED, the infant was in respiratory distress, with a heart rate of 190 beats per minute, respiratory rate of 50 breaths per minute, and oxygen saturation of 85% with bagging. She was intubated for seizure control upon arrival at the ED. Physical examination in the ED revealed bruising on the right neck region but was otherwise unremarkable. A non-contrast head CT showed no acute intracranial abnormalities. The initial diagnostic workup revealed normal CBC, mildly elevated hepatic enzymes, and pancreatic enzymes which were within normal limits. The blood gas showed metabolic acidemia with PCO2 in the 60s.Admission to PICU: Upon admission to the PICU, neurosurgery and trauma teams were consulted. A skeletal survey and ophthalmology consult for a fundoscopic examination were ordered, as there were concerns of non-accidental trauma. Further investigation is underway to determine the cause of the infant's condition.To summarize key elements from this case, this patient has:Patient left with mother's boyfriendInfant found limp and had seizures requiring intubationNeck bruiseAll of these bring up a concern for Non-Accidental Trauma (NAT) the topic of our discussion.Let's start with a short multiple-choice question:Which imaging modality is the most appropriate for establishing a diagnosis of abusive head trauma (AHT) in a 12-week-old infant with an open fontanelle on the exam?A. CT scan of the brain without contrast B. MRI of the brain without contrast C. Skull X-ray D. Doppler ultrasound of the headRahul, the correct answer is A. Though

Ms. D is finally back with a long over-due Solita Episode!! Feels like It's been Yeeeaarrss! Just Kidding! Grab your Coffee and tune in cause I may have been read for filth! -So the Bodega guy checked Ms. D 3 weeks ago, Oop! -Turns out, my body is telling me “No Sis”  -Healthy Boundaries are a thing, and sometimes that means, Just Listen and Say Less -Aht, Aht, take your vacation time!  -Life comes at you fast -Self Awareness is Soooo Powerful!    Host IG @doubledose_of_ms.d Twitter doubledoseofmsd   Get Podcast Merch & your copy of Ms. D's “My Journal to Self Love” E-Book at  https://www.doubledoseofrawtalk.store   Show Info  @doubledose_of_rawtalk (IG)  DDofRawTalkpod (Twitter)  Any questions, Email doubledose.of.rawtalk@gmail.com   For News & Updates https://linktr.ee/doubledose_of_rawtalk   Music: Basic Implosion by Kevin Macleod Link: https://incompetech.filmmusic.io/song/3420-basic-implosion License: http://creativecommons.org/licenses/by/4.0/  

Hey Favsssss, Sooooo. In this episode, I reflect on one past and one present event where I felt like I was fakin' It? Aht, we not doing that. Not staying true to myself these days just doesn't feel right. And for all my people going through a tough time.....we gone make it :) Visuals for recent guest episode: https://youtu.be/8hAHhEHt2uw  IG: https://www.instagram.com/reel/CkyQv5lg4Uv/?igshid=YWJhMjlhZTc= Tiktok: https://www.tiktok.com/@growingnflowingpod?_t=8aqT1xneCWE&_r=1 Leave me a voice note: https://anchor.fm/growing--flowing/message  Business inquiries: brandygregorycollabs@gmail.com  Talk again real soon. --- Send in a voice message: https://anchor.fm/growing--flowing/message

Billy & Bryce are here to get you through a Hump Day! Braves fall to the Red Sox, but what are the prospects doing to impress in ST. Falcons make some off-season FA moves, but are AHT on a big time QB. Rumors swirling about NHL back in Atlanta. Find out Billy's thoughts and who should be the owner. We head over to the Marine South Scoreboard for all the News, Notes & Scores from around the area, hit up the Smith's Floor Covering Games & Events Calendar & wrap up with Another Cup of Coffee presented by Realtor Hannah Strawn.

- AJ BROWN TD - CAN PAT MAHOMES DO IT AGAIN? - IS 69 AHT? - TYLER BOYD SLOT MACHINE - TRAVIS KELCE RECEPTIONS - FOOTBALL IS THE BEST

Average Handle time... what a challenge. Join us to learn the four drivers of high AHT and some innovative ways to improve your AHT. Learn practical changes you can make. Be prepared to be challenged.

Okay, many of my AHT ladies have been asking for all the details on my setup, so here you go! https://amzn.to/3k0BUYC This is the walking pad that I ordered. It's currently priced at $285 but has a $20 coupon you can add. https://amzn.to/3CvTSsA This is the standing desk workstation that I purchased and use. It's currently $118.52. https://amzn.to/3iivdAV If you'd rather get a full standing desk, here is one I recommend. It's electric but they also sell manual ones. It's currently on sale for $178 which is 34% off.  ankle watch band: https://amzn.to/3k0EgH9 This one fits my specific watch but be sure to find one that fits yours.

Billy and Bryce wrap up the 1st week of the new year in style! Hawks take on the Lakers tonight, anything gonna be different than the last meeting? Falcons are out of the playoffs & wrap their season up with the Bucs. What's left to play for? Black Monday is coming up in the NFL, what coaches are safe & which ones are AHT?! We try and get you some Soft Earned Dollars brought to you by Incredible Pulp Lemonade! We head to the Marine South Scoreboard for all the Local News, Notes & Scores from around the area, hit up the Smith's Floor Covering Games & Events calendar & wrap up w/Another Cup of Coffee presented by Realtor Hannah Strawn!

WHAT THE HELL WERE THE PATRIOTS THINKING!!!!!???? Funkies I need your help trying to figure this crap AHT!! As you can see we have some crazy action in this week 15 review episode, but we are not doing this alone. Joining us today young Andy Lafon live in FunkyTahn and via internet our pumped up Duval representative Dillon Gonzales helps us give you everything you need to know about week 15.

Today's episode of The POD kicks off with a full barn as the boys get into some thanksgiving celebrations, and Mitts SUPER sweet new jeans. As usual a run DAHN from everyone on what shows and movies they've been watching recently. With a rather candid start the boys then jump right into the Pod FOD which is a folder compiled of all things around the internet. Todays FOD includes an appearance from the real life Teen Wolf, Vin Diesel being the latest member of the lakers, some friendly reminders to keep your head on a swivel AHT there, and much much more. Make sure to subscribe to youtube.com/thepodpmi to watch full episodes and don't forget to send your submissions for the Pod FOD to @ThePodPMI on twitter and instagram. We appreciate you rocking with us and we'll see you Wednesday, Cheers.

In today's episode, Chip is joined by Jamie Madonna, the  Managing Advisor in AHT's Seattle office. Jamie has extensive expertise in creating innovative insurance solutions primarily for the aviation, manufacturing, and technology industries. He is also a private pilot. As AHT celebrates its 100th anniversary, it has been operating as an employee-owned insurance brokerage and consulting firm offering property and casualty, employee benefits, retirement, and personal and international services for a wide range of industries – boasting national recognition for its practices in areas including technology, manufacturing, government contracting and nonprofits. In the episode, Jamie states the benefits an individual, agency owner, principal, or organization stands to garner as a member of the RiskProNet community.The company, AHT, is rooted in their specialty thus providing unwavering value, integrity, and excellence because they understand deeply what risks are there to the Industry and what they can do from an insurance coverage perspective whilst remaining client-centric. Jamie also expands on the synergy between his specialties; working with companies in technology, aviation/aerospace, and manufacturing industries. And as a specialist in the named niches, he may start creating a product the market doesn't know they need and also encourage underwriters on either side to add that coverage or consider partnering with other firms to add that coverage to their products. During the episode, he dives into the type of clients they are currently working with, the newest thing in the marketplace (UAV), the new technologies such as electric propulsion, and the traditional and modern placement of aviation insurance. Tune in as Jamie informs us of the Insurance Brokerage and Consulting firm that has achieved superior status with many carriers. Resources:Follow Chip on LinkedInFollow Jamie on LinkedIn Follow AHT on LinkedIn Check out AHT's Website to Learn More  Have Questions About Insurance  That You Want Answered? Fill Out This Form 

The Veterinary Viewfinder was founded in 2016 to “tackle the toughest topics in veterinary medicine.” One of the tough topics we've covered repeatedly is the growing movement to ban non-therapeutic, non-preventive procedures such as feline digit amputation, often referred to as “declawing.” This week we're excited to introduce you to the Canadian Animal Health Technician (same as US RVT/CVT/LVT) who succeeded in the enactment of a law banning declawing in the Province of Quebec. If you're wondering, Quebec is the second-most populous province with a population of over 8 million. Not bad for a vet tech! Hosts Dr. Ernie Ward and Beckie Mossor, RVT are thrilled to bring you a master class in how one person can bring about big change. Leading the class is the amazing vet tech (animal health technician in Canadian-speak) Alexandra Yaksich, BSc., AHT. Alex wears many hats. She is currently working as a freelance writer, communications consultant, content creator, and relief animal health technician. The story we share this week is about how anyone can overcome their doubts and fears to create change. Viewfinders, prepare to be inspired! Alex is a loyal podcast subscriber and decided to email us at veterinaryviewfinder@gmail.com and tell us she had a story to share! (You can, too!) If there's something in your world you want to improve or change, Alex lays out a practical, logical, and systemic approach. Whether it's animal welfare, social justice, LGBTQ+, worker rights, or anything you feel is wrong or less than ideal, we believe this episode will not only inspire, but offers a pathway for change. Viewfinders, this is a good one! Follow Alex on Instagram (@alexandra.yaksich) or connect with her via LinkedIn at https://bit.ly/3znSCoZ.

How Active Learning Improves Employee Engagement, Training, and Retention for Better CX   This week's guest on the Digitally Irresistible podcast is John Kruper, senior vice president of global learning and development at iQor. John leads an award-winning team of trainers and coaches around the world who skillfully train iQor agents and supervisors to rapidly enable them to provide service and support for the customer care programs entrusted to us by some of the world's biggest brands.   John specializes in designing effective employee training and development models that contribute to great CX and high employee retention levels. He designs active learning strategies that produce better-trained agents with higher performance outcomes, whether it's upselling, reducing average handle times (AHT), or driving better customer satisfaction scores (CSAT). This method of learner-centered training empowers employees to learn by doing through collaborative experiences that enhance their skills and deepen their relationship with the company.   On this episode, we explore the current and future states of global learning and development and look at research-backed innovations that enable rapid training and high levels of employee retention at scale. The contrast between current and future states of learning applies to many businesses, including enterprises training internal frontline employees as well as business process outsourcing (BPO) companies training frontline customer service agents. As research-based evidence of effective adult learning evolves, so does the need to adjust training methodologies to ensure frontline employees get the opportunity to be onboarded successfully by trainers who use practices that result in better performance outcomes.  Lifelong Learning and Training   John has a longstanding commitment to cultivating excellent educational experiences. His career journey began with a doctorate in science education. He spent the first 20 years of his career developing an expertise in digital education and virtual learning while working in higher education and academia with professors and academic programs to bring their programs online.   Then, about 15 years ago, John transitioned from academia to the BPO industry to bring valuable digital learning and career development experiences to frontline customer service employees. He joined iQor in 2022 as senior vice president of global learning and development where he works with an award-winning training team to enhance innovations and active learning methodologies in our physical and virtual learning spaces.  Training for Frontline Employees  With hourly workers representing 80% of the global workforce spanning all industries and companies, John says it's critically important to pay attention to the training experience for these workers. Training enables greater success for hourly employees that typically begin with a baseline set of skills for which they were hired but must learn additional skills and responsibilities in order to perform their new job function.   A bad training program puts the employee behind the curve so they are perpetually trying to play catch-up learning their job responsibilities. This deficiency in skills makes it difficult for them to excel in their job, disconnects them from the company, and often results in their decision to leave.   Indeed, John points out that the training experience is critical to an employee's success not only in their job but also in their career because these jobs are often pathways to their ultimate career development.   Current State of Training: Passive Learning   Frontline workforce training has commonalities at enterprises and throughout the BPO industry due to the need for employees to master numerous policies, processes, services, and software systems in order to do their job. As a result, new hire employee training is often packed with dense information delivered in a short timeframe by trainers who know the content well but may not necessarily know the most effective strategies for delivering the information.   This typically results in passive learning experiences whereby employees are expected to absorb massive amounts of information through a trainer-focused lecture-based training format. Desks are set up in rows with a lectern and a projector at the front of the room and all eyes are on the trainer who delivers lengthy content in a show-and-tell style. But research shows that showing and telling doesn't work.   People learn best by doing. As a result, information-rich training needs to change so that new-hire employees can collaborate with other new hires to practice and problem solve with the information they're learning while being coached by a facilitator who knows the ins and outs of the content.   Future State of Training: Active Learning   The future state of training for frontline employees is active learning. John notes that training classrooms need to support how adults learn best: active, problem-based learning in a collaborative, social environment. This simple yet radical approach transforms information-based learning so employees are empowered to discuss, share, and collaborate with peers. This approach increases knowledge retention, higher-order thinking, participation, engagement, and ultimately contributes to employee retention.   In this training environment, there's no front of the room. Employees work with colleagues in small groups while the facilitator circulates throughout the learning studio—mentoring, coaching, and asking questions providing an enriching learning experience.   Active learning is organized around the learner with a set of problems and goals that the learner practices solving in a safe environment where they can grow and hone their skills.  How iQor Is Deploying the Future State of Learning and Development   iQor is taking a three-pronged approach to transform its entire learning organization into an active learning one in which high-quality effective learning and employee development is delivered rapidly and at scale to frontline employees.   The three elements of this transformation to active learning include the following:  1. Design Physical and Virtual Learning Studios   Physical and virtual training classrooms are transformed into collaborative active learning studios that promote interactions between the facilitator and groups of learners.  2. Establish a Change Management Approach   Implement change management to upskill trainers to support their shift from lecturer to facilitator so their methodologies align with the new pedagogical approach.  3. Harness Technology   Advances in artificial intelligence (AI) and other software technology systems offer new tools that enable and empower the active learning environment. John explains that now we can have learning systems that monitor what each individual is learning and how they're performing and adapt the material accordingly. This makes it possible for everyone to have an individualized learning and development plan instead of a one-size-fits-all curriculum.   With the combination of these three elements, John notes how iQor is transforming our training into an active learning approach, enterprise-wide across all geographies and verticals to support how adults learn best.   Through active learning, frontline workers and training facilitators enjoy a more collaborative and appealing environment, where employees have the opportunity to learn more, retain more, and engage more with the curriculum, one another, and the company. This enhances the employee experience, reduces employee turnover, and builds empathy in the customer experience they provide.   John emphasizes the continued importance of partnering with clients throughout the training process. Transitioning to active learning methodologies is accomplished through an ongoing collaboration with clients to draw on their content expertise and integrate it into an instructional design that supports active learning experiences.  What John Does for Fun   John goes the distance in all that he does. For fun, he loves running every day. Every year for the past 15 years he has run the Chicago Marathon! When he's not racking up miles on foot, he enjoys road trips with his wife. Over the past two years they have clocked more than 25,000 miles on their camper van, exploring national parks and other areas of the country.   To connect with John, visit his page on LinkedIn.  Watch the video here. Read the blog post here.   

Aht aht! Walmart had to pull its Juneteenth ice cream, and now Creamalicious, a Black-owned brand owned by a Black woman, is highlighted --- Support this podcast: https://anchor.fm/tenisha-mercer/support

Aht, Aht! Disappointment can't be living rent-free in your head Sis. Matter fact, turn SJR & Marissa Craft up in the microphone as they school us on turning our L's into lessons! Yes, the situation let you down & at times you sense defeat—W.E. validate all that. But girl, you STILL have access! Plot twist: your disappointment and trust in God CAN live in the same place. The bestie SJR opened up about a recent experience where the enemy tried it, but self-compassion had the final say. While our girl Marissa, twin mom & teacher, empowered listeners to the T! So, you gone ask God to release you from the feeling of disappointment & watch Him work? Or remain Eve'in in dem streets? Either way, email podcast@womanevolve.com to be featured as a guest co-host or to ask ya girl SJR for advice! Listeners can deal with disappointment in counseling at BetterHelp.com/Evolve + stream Kingdom Business, a NEW original series premiering May 19th only on BET.plus!

Neil Prodger & Eric Schech from Ambry Hill Technologies (AHT) stopped by at Partsbase PBEXPO in Miami to chat! Ambry Hill develops cloud-based services and mobile apps for asset preservation, maintenance management, RFQ and quote management, inventory control, decentralized ERP connectivity, and more. We talk with Neil & Eric about their VistaQuote and VistaSuite solutions, and their approach to solving a lot of the traditional technology obstacles found in most aviation service organizations. To learn more about AHT, check out their website: http://www.ambryhill.com/home To connect with Neil on LinkedIn: https://www.linkedin.com/in/neil-prodger-248a3414/ To connect with Eric on LinkedIn: https://www.linkedin.com/in/ericschech/ To connect with Greg on LinkedIn: www.linkedin.com/in/gregpheine

Designing Employee Training Programs to Build Human Connections in Customer Service  This week's guest is Sonia Rosario, director of operations at iQor in Bethlehem, Pennsylvania. Sonia oversees client programs in the insurance vertical. Known for delivering an amazing customer experience, Sonia and her team developed a unique training program to understand the customers' needs on a personal level and provide empathetic and responsive customer service. In this episode, Sonia discusses the CX strategy her team took with their extraordinary customer service agent training program. She shares how they achieved incredible results, meeting customer needs through human connection and personalization which elevated the employee experience as well as every step of the customer journey.  Decades of Experience in Customer Relationship Building  Sonia's career in the business process outsourcing (BPO) industry began more than 20 years ago when she started as a customer service agent on an outbound dialer campaign. Over the years, she progressed through various leadership roles which ultimately landed her in her current position as director of operations. Today she is responsible for multiple insurance clients along with a client in the utilities vertical. She oversees hundreds of full-time work-at-home and work-in-office customer support employees across five centers in the United States and Trinidad and Tobago.  Customer relationship building through human interaction has been essential throughout all of her roles. Sonia has seen how connecting with employees fosters their individual growth, how partnering with clients leads to trust and success, and how understanding the customer with empathy leads to an exceptional customer experience.  Getting to Know the Customer  Sonia's team specialized in providing customer service primarily through outbound calls in commercial verticals. In 2009, however, her team began supporting their first insurance client through friendly outbound reminder calls to elderly members. In order to best support the insurance client and the elderly customer base of their outbound Medicare program, Sonia's team needed to truly understand the customer and their needs to provide the best customer experience. This level of understanding also elevated the customer support they were able to offer to elderly members during the annual Medicare open enrollment period.  To do this, they developed an innovative training program to create human connections with customers and understand their needs on a personal level. Drawing from iQorian values centered on customer dedication and giving back, the team learned all they could about the elderly customer base they were serving on the insurance program. Sonia and her fellow team leaders knew they had to engage the younger generation of agents to understand how speaking with customers on this program would be completely different from the interactions they had with a majority of the customers on their commercial programs.  Sensitivity Training to Strengthen Understanding  Sonia and the team developed a sensitivity training that put contact center agents in the shoes of the elderly members they were serving. They engaged all five senses to learn different aspects of how a member of the elderly community experiences the world—from potential hearing difficulties, to vision impairment, to challenges grasping a pen with arthritis, and more.   By better understanding the experiences of their customers, agents were more equipped to identify with them, be more patient, and offer more thoughtful solutions. Simple accommodations such as speaking loudly, clearly, and concisely could make a significant positive impact on the customer experience. This took on even more importance when agents knew their conversation with the customer may be the only human interaction the elderly customer had that day.   These accommodations aren't typical intuitive solutions in contact centers when clients are generally focused on key performance indicators (KPIs) such as low average handle times (AHT). But customer satisfaction is always paramount and, on this program, moving slower and taking the time needed with each customer was essential to create a compassionate experience that fostered loyalty.   Building Relationships Through Community Service   In addition to the sensitivity training, Sonia and her team established connections with local area organizations that served the elderly community. They sought out volunteer opportunities at nursing homes and independent living centers so that each member of the customer support team could build human connections with individuals similar to those in their customer base. Everyone on the team embraced the opportunity to not only serve their community but also build relationships that would inform their approach to customer service and create experiences that made people smile.  Agents looked forward to their volunteer work with older members of their community, whether it was bingo, crafts, charity night, weekend dances or a range of other activities that supported understanding and human connection. They built real relationships with community members and looked forward to seeing them.   The sensitivity training and community service opened agents' eyes to the lived experiences of others and generated positive results for the program. It enriched each interaction to best address customer needs and create a great customer experience that fostered brand loyalty.  The client loved the approach and was impressed by how it elevated the quality of service through personalization that made customers feel valued. They appreciated it so much that they began the same sensitivity training and community service approach with their own internal customer support agents.   Team leaders knew these proactive measures were important to promote patience and understanding with agents interacting for eight hours each day on calls with customers similar to their grandparents. Knowing that the agents may be the only person their customer spoke to that day set the tone for the kind of work they were doing. It made clear the need for agents to genuinely care about the end customer they served.  Finding Inspiration From Brave Women    In light of Women's History Month, Sonia has reflected on the many women that have impacted her life and contributed to her focus on relationship building and human connection.   Helen Keller is one such inspiration. Sonia admires her determination to realize her dreams through hard work. Keller became the first deaf-blind person to earn a college degree when she graduated cum laude from Radcliffe College with a Bachelor of Arts degree in 1904.  Another woman she greatly admires is her grandmother. She emigrated from Glasgow, Scotland to the United States at the age of 17. She left her entire family to move to a new country where she didn't know anyone, but she was determined to build a better life. With the courage and the will to succeed, she persevered and began her journey in the United States.  Both of these women have inspired Sonia to work hard, build human connections, and define her own path to success.  What Sonia Does for Fun  For Sonia, free time is all about her family. She is an all-out sports mom rooting for her two children. Whether taking her daughter to dance, cheer, or softball or supporting her son in football, baseball, and wrestling, Sonia wouldn't have it any other way. She treasures these experiences and the memories they're building together.  Sonia and her family are beach goers too. Living in Pennsylvania, they take every opportunity they can to make their way to the beach. Lots of good times ahead!  Learn more about iQor's digital customer experience capabilities.  Read the blog post here. Watch the video here.  

At Her Table brings together the largest collective of central coast women-owned businesses in the food and beverage industry. With have over 100 members throughout SLO County, they are celebrating March 6-13. Michelle Barrera from AHT visits Adam in studio to share the latest!

On Paul's first show he spoke with Alicia Herbert, a former police detective who is now an ECT teaching English in a school in the north-east. He also spoke in advance with Steve Woods about the benefits of working outside teaching. There was just enough time for him to have a conversation with Nick Wallace, an AHT, about how far schools should focus on grades above all else

Exceeding Client Expectations Can Fuel Career Growth  This week's guest is Kevin Anthony Paredes, iQor director of operations for a telecommunications customer service account in Dasmarinas, Philippines. His time at iQor has been replete with admirable success for the client he supports as well asfor his own career journey. Kevin started in the business process outsourcing (BPO) industry 12 years ago as an agent. Through hard work and dedication, he has advanced his career over the years, holding a variety of roles in different vertical industries such as financial and telecommunications. In this episode, Kevin shares his collaborative problem-solving strategies for identifying areas of improvement. These strategies have guided outstanding performance by leaders and agents, exceeded client expectations for customer service, and fueled growth on his career journey amid personal challenges.  Ramping Up for Success  Kevin joined iQor in 2018 as a senior manager for a new client program and has earned tremendous career progression since that time. The launch program he started with at iQor was an offshoot of an existing telecommunications account. The program handled overflow calls from another iQor site, focusing on customer service related to sales, billing, and technical issues. As part of a new team, Kevin was tasked with ensuring the program ramped up to hire a sufficient customer service agent headcount. He was also responsible for making sure leadership was fully trained to provide optimal customer experiences for the client.  Under Kevin's management, the program enjoyed a strong start. The main KPIs measuring this success were Net Promoter Scores (NPS) and average handle times (AHT). NPS gauges customer satisfaction with the service provided and whether the customer would recommend the brand to family and friends. AHT measures the average length of time the customer is engaged on a call, with the goal that agents resolve customer inquiries and provide a rewarding customer experience in as little time as possible—key components for customer satisfaction and a company's bottom line.  Kevin met great success in improving the NPS score. His program started with 200 full-time employees (FTE) at launch. At that time, most BPO vendors performed at about 50% NPS. Through a combination of strong leadership, training, and coaching, Kevin's team rocked it out of the gate. They increased the NPS to 53% which strengthened client confidence in the team and prompted the client to double the FTE headcount by the end of the year.  After a fantastic performance launching the offshoot account for his first project at iQor, Kevin made a lateral move at the end of 2018 into the senior manager position for the main account. In his initial offshoot account, his team provided customer service to consumers from across the United States. With his new position on the main account, his team focused on specific states, providing personalized customer experiences only to U.S. customers on the West Coast. Kevin enjoyed a long tenure with the project which afforded him the opportunity to build strong working relationships with fellow leaders and experts.  Activating Professional Development for Client Support  Early on in his role with the main client account, Kevin recognized the team was facing challenges to meet key performance indicators (KPIs) for customer service. Their NPS scores were in the bottom half and AHT was also below threshold. Determined to turn things around, Kevin used data analytics to inform a plan to improve KPIs.   He seized the opportunity to leverage his training and certification in Lean Six Sigma and put his enhanced problem-solving skills to work. Instead of running the team through the entire Six Sigma process, Kevin simplified it by using a form known as “Plan, Do, Check, Act” to focus specifically on the areas of need instead of doing a 12-week deep dive into Six Sigma analysis and problem-solving. Through the simplified process, he worked with the team to identify the problem, define its root cause, create an action plan, and track the lead and lag measures to determine the effectiveness of the action plan implementation.  In this exercise, Kevin observed an opportunity to improve program outcomes by running a root cause analysis flow. This technique would empower leaders to better identify areas for growth within the program and related courses of action for outstanding customer service. Kevin helped other senior managers understand the root cause, set clear expectations, and create action plans accordingly.  After performing the initial analysis, Kevin and the team decided to focus on leadership development to ensure the program performed at the highest level to meet customer needs. They worked to implement the corresponding action plans and met extraordinary success. Indeed, the focus on transforming leadership skills had widespread positive ramifications for the entire program. Accordingly, their Net Promoter Score steadily climbed from 50% to 60% and then up to 70%.  By the time the team reached 70% NPS, they ended 2019 as the number one site out of all offshore sites among the client's global BPO partners and they beat the metrics internally at iQor at nearly all of the client's partner sites. The team exceeded internal KPIs and the client's vice president visited the site three times to congratulate them, learn best practices, and revel in the performance improvements. Ultimately, the program expanded from 200 to 900 FTEs because of its success providing meaningful customer experiences and outstanding client relationships.  Although the team was elated to be recognized as the number one site, they knew the pressure was on to maintain that ranking with all the friendly competition aimed at taking the lead. They remained focused on continuing to increase employee engagement and meet client needs to create amazing customer experiences.  In recognition of his leadership and the resulting success for his team and client, Kevin enjoyed continued career advancement and was promoted to operations director in March of 2021.  The iQor Community Rallies Together  Just a few months into his new role, Kevin contracted a severe case of COVID but rallied through it with overwhelming support from the community around him. He attributes his current health and wellbeing in part to the tremendous help iQor provided him throughout his illness.  Initially, Kevin experienced mild symptoms that soon developed into terrible ones. Bedridden and feeling extremely unwell, he received help from his colleagues. In the true iQor fashion of caring for employees, Kevin's supervisor reached out to human resources which in turn contacted Kevin's HMO to ensure he received the care he needed.  The HMO began calling and checking in on Kevin. At that point, his oxygen saturation had dropped, he couldn't eat, and he slept 90% of the day. He needed hospital care, but many of the hospitals couldn't admit new patients due to the high numbers of COVID cases in the Philippines. Recognizing the need for help, iQor intervened and found a hospital room for Kevin.  But how could he get there? With low oxygen levels, Kevin relied on a large oxygen tank to support his breathing. He couldn't safely travel to the hospital with it. A doctor from the HMO called and immediately recognized the urgent need to get Kevin to the hospital. With Kevin sleeping, his wife spoke to the doctor and communicated how they didn't have transportation to get to the hospital and there weren't any ambulances available. The doctor stepped in and 10 minutes later an ambulance was on its way.  Once in the hospital's care, it was clear his condition was serious. Kevin immediately underwent numerous tests, treatments, and a plasma therapy blood transfusion. Although determined to get better and maintain a positive attitude, it was hard.  iQor was determined to help Kevin triumph just as he had done for his project teams. Throughout Kevin's two-week hospital stay, iQor's HR and benefits team called Kevin's wife every day to check on him and ensure the HMO provided the coverage he needed to get better. They also assisted with paperwork and accessing government benefits.   With HR and benefits covering that angle, Kevin's supervisor took the lead with making sure Kevin's family was taken care of. Knowing Kevin and his wife were in the hospital and his sister-in-law was taking care of their three children, Kevin's supervisor arranged to send them food every day to make sure the children were fed and his sister-in-law wasn't overwhelmed.  After Kevin returned home from the hospital, iQor made sure he didn't return to work for another two weeks to support his wellness and ensure he made a full recovery. And recover he did!  iQor Qares for Employees  iQor's help didn't end there. Through the iQor Qares charitable giving program, Kevin received monetary support to help pay his hospital bills. iQor Qares enables employees as well as those outside of iQor to make financial donations at any time in any amount. One hundred percent of the funds raised go to iQorians in need—helping them with unplanned emergencies or other challenging life situations when they are facing a financial hardship due to an event beyond their control.  Kevin has immense gratitude for being here today. He is grateful not only for the care he received from his family, friends, and healthcare providers but also for the generosity and daily support from iQor. The help and acts of kindness made a challenging situation more bearable. Through it all, he was happy to return to the company and get back to work.  Kevin never expected support like this from his employer. He views iQor as unique in its commitment to help its employees whenever and however it can, seeing employees as family not numbers. He has never before experienced that much care from a company. He says this has contributed greatly towards his loyalty to iQor.  “Not only is iQor a business, it's also a family,” Kevin says.   He has experienced first-hand how iQor truly makes employees feel valued, from recognizing his work and promoting him to caring for him when he was severely stricken by COVID-19. The kindness and support he received, even from iQorians he had no previous interactions with, was amazing to him.  Kevin's career journey with iQor and all that he has contributed and accomplished, despite the challenges he's faced, is an inspiration.  How to Donate to iQorQares  iQor employees can easily set up a donation commitment. It's simple and safe. If all employees donate just $1 a month, we'd raise $35,000 every month to help our colleagues in need.  iQor employees can donate at iQorQares.com.  Anyone outside of iQor is welcome to make a one-time donation (or as often as they want)!  Contributors outside of iQor can donate on this website.   Every time you shop on smile.amazon.com, a percentage of your purchase can go to iQorQares. Simply set up iQor Qares as the charity of choice.  What Kevin Does for Fun   Kevin and his wife have three very young children that keep things fun, exciting, and a little bit crazy! In his downtime, when the kiddos are occupied, Kevin loves playing video games. In this COVID world, he embraces it since he can't go out anyway.  Learn more about iQor's capabilities for amazing customer care.  Read the blog post here. Watch the video here. 

Breaking news to start the show and we talk about the CFB coach carousel. Duke is back with a big win over Gonzaga, but they have some off the court issues… The NFL continues to surprise and no one has pulled away yet, we pick our first ones AHT of the playoffs --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

The fellas are finally back together to talk Beatrice after Bakes gets released on bail. A new segment comes into play starring "smooth criminals" from across the internet. Also don't forget to pre-order your diabeetus from Reese's this holiday season with their new pie! We wrap up with some Bullshit or Holy Shit before sending you on your way! Check out @3chiCBD and use the promo code SCHMUCKS for 5% off your order! Submit your #VitaminThoughts or #VitaminStories to the banner at https://vitaminthoughts.com to get them discussed on the show! For updates on the show/episodes or to submit ideas, like us on Facebook, follow us on Twitter (@SchmucksCanucks) As always, thank you for tuning in, supporting us, and an even bigger thanks to those that take a few seconds give us a (good) rating on your podcasting app, hell maybe even tell a friend to check it AHT! Feedback is greatly appreciated --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/schmucksandcanucks/message Support this podcast: https://anchor.fm/schmucksandcanucks/support

No Jenkins, So Schmuck takes up the real hosting duties. The real host of the show Schmuck We have a roundtable with topics you will like . I kind of forgot what this one is about so have fun with this game. Do you even read these if you do , tell me what you like. I love feed back. Check out @3chiCBD and use the promo code SCHMUCKS for 5% off your order! Submit your #VitaminThoughts or #VitaminStories to the banner at https://vitaminthoughts.com to get them discussed on the show! For updates on the show/episodes or to submit ideas, like us on Facebook, follow us on Twitter (@SchmucksCanucks) As always, thank you for tuning in, supporting us, and an even bigger thanks to those that take a few seconds give us a (good) rating on your podcasting app, hell maybe even tell a friend to check it AHT! Feedback is greatly appreciated --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/schmucksandcanucks/message Support this podcast: https://anchor.fm/schmucksandcanucks/support

Today we talked all about Week 2 of the 2021 NFL season Schmuck goes bonkers as the Bills squish the Fish! Aaron Rodgers is back, The Browns look good and Bakes takes a day off. Many more topics and laughs inside. Check out @3chiCBD and use the promo code SCHMUCKS for 5% off your order! Submit your #VitaminThoughts or #VitaminStories to the banner at https://vitaminthoughts.com to get them discussed on the show! For updates on the show/episodes or to submit ideas, like us on Facebook, follow us on Twitter (@SchmucksCanucks) As always, thank you for tuning in, supporting us, and an even bigger thanks to those that take a few seconds give us a (good) rating on your podcasting app, hell maybe even tell a friend to check it AHT! Feedback is greatly appreciated --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/schmucksandcanucks/message Support this podcast: https://anchor.fm/schmucksandcanucks/support

Edit!! ITS Autumnal season in the Bakes household so lets all send him a great autumnal season tweet! We have a roundtable with topics you will like . I kind of forgot what this one is about so have fun with this game. Do you even read these if you do , tell me what you like. I love feed back. Check out @3chiCBD and use the promo code SCHMUCKS for 5% off your order! Submit your #VitaminThoughts or #VitaminStories to the banner at https://vitaminthoughts.com to get them discussed on the show! For updates on the show/episodes or to submit ideas, like us on Facebook, follow us on Twitter (@SchmucksCanucks) As always, thank you for tuning in, supporting us, and an even bigger thanks to those that take a few seconds give us a (good) rating on your podcasting app, hell maybe even tell a friend to check it AHT! Feedback is greatly appreciated --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/schmucksandcanucks/message Support this podcast: https://anchor.fm/schmucksandcanucks/support

We hear a great Walmart story from Canada!!! OnlyFans Needs to have UFC VT tells a story about a Golf bag We talk Bets and more in this episode. Check out @3chiCBD and use the promo code SCHMUCKS for 5% off your order! Submit your #VitaminThoughts or #VitaminStories to the banner at https://vitaminthoughts.com to get them discussed on the show! For updates on the show/episodes or to submit ideas, like us on Facebook, follow us on Twitter (@SchmucksCanucks), or join us on Discord https://discord.gg/Dmhbdzmcvs As always, thank you for tuning in, supporting us, and an even bigger thanks to those that take a few seconds give us a (good) rating on your podcasting app, hell maybe even tell a friend to check it AHT! Feedback is greatly appreciated --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/schmucksandcanucks/message Support this podcast: https://anchor.fm/schmucksandcanucks/support

We are all Back for this great episode!! That's right the whole crew is back! We have so many topics from more Jeopardy news to a Little League World Series no hitter. The Wiggles make $30M a year???? The milk crate craze is talked about in depth. NFL talk is back!!!!!! Check out @3chiCBD and use the promo code SCHMUCKS for 5% off your order! Submit your #VitaminThoughts or #VitaminStories to the banner at https://vitaminthoughts.com to get them discussed on the show! For updates on the show/episodes or to submit ideas, like us on Facebook, follow us on Twitter (@SchmucksCanucks), or join us on Discord https://discord.gg/Dmhbdzmcvs As always, thank you for tuning in, supporting us, and an even bigger thanks to those that take a few seconds give us a (good) rating on your podcasting app, hell maybe even tell a friend to check it AHT! Feedback is greatly appreciated --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/schmucksandcanucks/message Support this podcast: https://anchor.fm/schmucksandcanucks/support

With Jenkins AWOL Schumck takes up hosting duties. American Airlines has made our shit list with the treatment of VT and his trip to Colorado. Jr Smith goes back to school and joins the golf team at NC A&T Mt Dew comes out with some adult beverage's Jeopardy announces two host?? Last we have Bullshit or Holy shit sans Jenkins Check out @3chiCBD and use the promo code SCHMUCKS for 5% off your order! Submit your #VitaminThoughts or #VitaminStories to the banner at https://vitaminthoughts.com to get them discussed on the show! For updates on the show/episodes or to submit ideas, like us on Facebook, follow us on Twitter (@SchmucksCanucks), or join us on Discord https://discord.gg/Dmhbdzmcvs As always, thank you for tuning in, supporting us, and an even bigger thanks to those that take a few seconds give us a (good) rating on your podcasting app, hell maybe even tell a friend to check it AHT! Feedback is greatly appreciated --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/schmucksandcanucks/message Support this podcast: https://anchor.fm/schmucksandcanucks/support

The Boys are here with some really hard Olympic events and what we think we would do well in. Next up we talk about the hush hush Roddy White/Julio Jones being sued for fraud. Next we talk about the god's that are Trey Parker and Matt Stone buying Casa Bonita! After that we talk about the greatest cake in Kentucky hahaha We have a great Bullshit and Holy Shit! Check out @3chiCBD and use the promo code SCHMUCKS for 5% off your order! Submit your #VitaminThoughts or #VitaminStories to the banner at https://vitaminthoughts.com to get them discussed on the show! For updates on the show/episodes or to submit ideas, like us on Facebook, follow us on Twitter (@SchmucksCanucks), or join us on Discord https://discord.gg/Dmhbdzmcvs As always, thank you for tuning in, supporting us, and an even bigger thanks to those that take a few seconds give us a (good) rating on your podcasting app, hell maybe even tell a friend to check it AHT! Feedback is greatly appreciated --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/schmucksandcanucks/message Support this podcast: https://anchor.fm/schmucksandcanucks/support

Digzfacts makes an appearance with the crew minus Jenkins for his Bagel Redemption Tour from his Dunkin Donuts order in episode 27. The Bucks are NBA Champions and Giannis also has a Finals MVP. Has it become too easy to travel? Some people are saying, but also don't forget TSA. What is the weirdest thing TSA has taken from you or stopped you for? And as per usual, we cap it off with another Bullshit or Holy Shit, but a porn star edition. Check out @3chiCBD and use the promo code SCHMUCKS for 5% off your order! Submit your #VitaminThoughts or #VitaminStories to the banner at https://vitaminthoughts.com to get them discussed on the show! For updates on the show/episodes or to submit ideas, like us on Facebook, follow us on Twitter (@SchmucksCanucks), or join us on Discord https://discord.gg/Dmhbdzmcvs As always, thank you for tuning in, supporting us, and an even bigger thanks to those that take a few seconds give us a (good) rating on your podcasting app, hell maybe even tell a friend to check it AHT! Feedback is greatly appreciated --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/schmucksandcanucks/message Support this podcast: https://anchor.fm/schmucksandcanucks/support

Big Govt in Maine cracks down on the milf mobile. Why is change still a thing? And don't forget to tune into this week's installment of Bullshit or Holy Shit! Check out @3chiCBD and use the promo code SCHMUCKS for 5% off your order! Submit your #VitaminThoughts or #VitaminStories to the banner at https://vitaminthoughts.com to get them discussed on the show! For updates on the show/episodes or to submit ideas, like us on Facebook, follow us on Twitter (@SchmucksCanucks), or join us on Discord https://discord.gg/Dmhbdzmcvs As always, thank you for tuning in, supporting us, and an even bigger thanks to those that take a few seconds give us a (good) rating on your podcasting app, hell maybe even tell a friend to check it AHT! Feedback is greatly appreciated --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/schmucksandcanucks/message Support this podcast: https://anchor.fm/schmucksandcanucks/support

the gang returns to talk the harder sports, allegedly, according to random internet sources. Rapper Pooh Sheisty goes DAHN after hundos from his Instagram wind up at a robbery/homicide scene. Mississippi State finally wins something and why is the FBI digging for gold in PA? Stick around for another installment of Bullshit or Holy Shit! Check out @3chiCBD and use the promo code SCHMUCKS for 5% off your order! Submit your #VitaminThoughts or #VitaminStories to the banner at https://vitaminthoughts.com to get them discussed on the show! For updates on the show/episodes or to submit ideas, like us on Facebook, follow us on Twitter (@SchmucksCanucks), or join us on Discord https://discord.gg/Dmhbdzmcvs As always, thank you for tuning in, supporting us, and an even bigger thanks to those that take a few seconds give us a (good) rating on your podcasting app, hell maybe even tell a friend to check it AHT! Feedback is greatly appreciated --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/schmucksandcanucks/message Support this podcast: https://anchor.fm/schmucksandcanucks/support

Today we talk to Mr. Rick Crawley, CEO and Chief Instructor at Achilles Heel Tactical. We cover a brief history of his life and focus on what it's taken to get AHT to where it's at, advice on building and establishing a business, networking, and conversation around following your passion. https://www.achillesheeltactical.com/ Instagram: @Achilles_Tactics https://vanguardstories.wixsite.com/my-site Instagram: @The.Vanguard.Project