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In this insightful episode of the WeWFM podcast, host Doug Casterton sits down with Brad Cleveland, founding partner of ICMI and author of "Contact Center Management on Fast Forward." They explore how workforce management has evolved from a basic support function to a strategic differentiator in modern contact centers. Brad shares his four decades of experience working with organizations across 60 countries, explaining how AI is amplifying rather than replacing WFM and why explaining "the why" behind forecasts is crucial for building trust with operational leaders.The conversation delves into practical advice for WFM professionals seeking a seat at the leadership table, the importance of developing T-shaped skillsets, and why we must never lose sight of the human element despite technological advances. Brad's vision of WFM as a "living, breathing ecosystem" rather than a set of rigid processes offers valuable insights for anyone looking to future-proof their workforce management strategy as we approach 2030 and beyond.
**Key Highlights:** 1. **Introduction:** - Bob enjoys the banter with Amas about customer service challenges. 2. **Sister's Experience:** - Amas shares a story from his sister about difficulties in returning items, highlighting widespread customer service frustrations. - Discussion shifts to training as a core issue in service quality. 3. **The Training Debate:** - Bob emphasizes that training isn't just a simple problem; it encompasses various methods (classroom, online, interactive). - The importance of hiring effective trainers with strong facilitation skills is noted. 4. **Expectations vs. Reality:** - Unrealistic expectations on agents' knowledge vs. what's feasible in training are discussed. - Example from Bob's experience with product training illustrates gaps in knowledge expectations. 5. **Realistic Training Goals:** - Focus should shift from rote memorization to understanding concepts and finding information. - The need for open-book assessments and emphasis on problem-solving skills. 6. **Importance of Context:** - Understanding the “why” behind questions is crucial for effective customer interaction. - Agents should connect with customers rather than just provide scripted answers. 7. **AI's Role:** - AI can aid in information retrieval but cannot replace the need for agents to engage with customers on a deeper level. 8. **Living Training:** - The best training comes from real-life experiences, not just theoretical knowledge. - Importance of “nesting” (support after training) for new agents to apply what they've learned. 9. **Closing Thoughts:** - Bob quotes Ben Franklin: “Tell me and I forget. Teach me and I remember. Involve me and I learn.” - Both hosts encourage listeners to consider how to improve training practices. 10. **Live Podcast Announcement:** - Bob and Amas will be at the ICMI show in Orlando from October 21-25. - Listeners are invited to join, engage, and share their thoughts during live recordings. ---
***Episode Highlights:** 1. **In-Person Events vs. Online Meetings:** - Amas and Bob discuss the value of attending in-person events in an era dominated by virtual meetings. They argue that face-to-face interactions foster deeper connections, networking, and learning opportunities that virtual settings can't fully replicate. 2. **The Importance of Networking:** - Bob emphasizes the benefits of meeting new people at events, sharing experiences, and learning from peers. He suggests that these interactions can offer fresh perspectives and solutions to common challenges in the industry. 3. **The Power of Human Connection:** - Amas reflects on how he met Bob at an ICMI event in 2007 and how their professional relationship blossomed into a strong friendship. This wouldn't have been possible without attending an in-person event. 4. **Exciting Announcement - Live Podcast at ICMI Expo:** - Amas and Bob are taking their podcast live to the ICMI Contact Center Expo in Orlando, October 22-24. They will host four live shows from the expo floor, providing an opportunity for attendees to interact with them, ask questions, and participate in discussions. 5. **Engagement Opportunities at the Expo:** - Attendees can meet Amas and Bob, engage in debates, and share their thoughts on various topics discussed on the podcast. There will be opportunities to challenge the hosts and hear from special guests, including vendors and speakers. 6. **What to Expect from a Live Podcast:** - Bob explains that a live podcast involves real-time interaction with an audience, creating a dynamic environment that differs from their usual recording setup. They will host conversations, engage with attendees, and bring a lively atmosphere to the expo floor. 7. **Join Us in Orlando:** - Amas and Bob invite listeners to join them at the ICMI Expo in Orlando. They offer a discount for registration and encourage attendees to subscribe to the podcast for more updates and fun discussions. **Call to Action:** - Subscribe and listen to full episodes of "The Contact Center Show" on Apple, Spotify, or wherever you get your podcasts. Join Amas and Bob live at the ICMI Expo in Orlando for engaging discussions and networking opportunities. **Note:** For those interested in attending, visit the expo floor booth located at the back left side to meet the hosts and participate in the live shows!
Improving Customer Loyalty through Martech and AI-Powered Solutions Greg Kihlstrom is a best selling author with nearly 20 books on Martech and customer experience management. Greg shares fresh insights into how companies can leverage marketing technology and AI to bolster customer loyalty and satisfaction. Whether you're a C-suite executive or a marketing professional, this episode will equip you with actionable strategies to deliver exceptional, personalized customer experiences. Here are three pivotal questions Greg answered during our interview: - How can companies efficiently organize and access vast amounts of customer data for better decision-making? - What are the common mistakes in Martech implementation, and how can businesses avoid them? - How does AI enhance—rather than replace—human work to improve both customer and employee experiences and drive business outcomes? Subscribe to our show for more expert insights. Link in the comments! Greg Kihlström - Biography Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. He has worked with some of the world's top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria's Secret, and Toyota. He is a multiple-time Co-Founder and C-level leader, leading his digital experience agency to be acquired in 2017, successfully exited an HR technology platform provider he co-founded in 2020, and led a SaaS startup to be acquired by a leading edge computing company in 2021. He currently advises and sits on the Board of a marketing technology startup. He executive produces 5 business and marketing-related podcasts, including the award-winning The Agile Brand with Greg Kihlström, now top 5 on Apple's U.S. marketing charts and in its 6th year with over 500 episodes and millions of downloads, which discusses marketing technology and its role in the customer experience with some of the world's leading experts and leaders. Greg is a contributing writer to Forbes, MarTech, CustomerThink, and CMSWire, and has been featured in publications such as Advertising Age, Business Insider, Financial Times, and The Washington Post. Greg has been named #1 on its list of the Top Global Marketing Thought Leaders by Thinkers 360, was named one of ICMI's Top 25 CX Thought Leaders two years in a row, and a DC Inno 50 on Fire as a DC trendsetter in Marketing. He's also participated as a speaker at global industry events and has guest lectured at prominent universities and colleges. Resources This episode is sponsored by BetterHelp. Give online therapy a try at betterhelp.com/DELIGHTED and get on your way to being your best self. The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company
Episode Notes: On this episode of “Salesforce Simplified,” we speak with Nick Glimsdahl, who is a Senior Account Executive at VDS, a company that specializes in improving contact center operations through a strategic, personalized, and consultative approach. He's also the host of his own podcast, Press 1 For Nick, and is a featured contributor for ICMI, a company that works with contact centers to accomplish desired outcomes and prepare them for the future. Nick's Links: Nick on LinkedIn: https://tinyurl.com/25teykjr VDS: https://www.govds.com/ ICMI: https://www.icmi.com/ Press 1 For Nick Podcast: https://press1fornick.com/
To celebrate the endo f 2023, Ellen and Tish are resharing the top episodes of the year - ICMI (in case you missed it). Today we revisit episode 68 on midlife over commitment. Tish and Ellen address how midlife is the best time to learn to prioritize, set boundaries, delegate tasks, and practice self-care.... and they give themselves a little grace too. Enjoy this 2023 ICMI episode. ++++++++Ever felt shackled to a to-do list that's longer than a CVS receipt? Ellen and I certainly have, and we're peeling back the layers of why our calendars are crammed with more than just cozy fall recipes and autumn equinox festivities. Our latest chat bravely confronts the tangled web of social expectations and perfectionism that lead us down the path of overcommitment, especially prevalent among women at midlife. We're swapping tales of FOMO and sharing the candid crunch of realizing when your 'yes' should've been a 'no'. With laughter, empathy, and a dash of tough love, we navigate the choppy waters of saying 'no' and the relief that follows. We get real about the art of people-pleasing and the necessity of pausing before piling on more to our plates. Through tales of car cleaning gone wrong and the familiar itch to appease, we're here to remind you that sometimes, checking your calendar is more vital than checking off tasks. Ellen and I don't shy away from the PPT—People Pleasing Trap—and we're dishing out strategies to strike a balance between being generous with your time and being generous to yourself.As the conversation winds down, we embrace the quiet strength found in solitude, dissecting the difference between being alone and feeling lonely. We muse on the evolution of downtime needs as we journey through midlife and the wisdom of setting boundaries that are less about fences and more about self-preservation. So, if your soul's crying out for a breather, let our talk be the sign you've been waiting for. It's time to honor your needs, find joy in your commitments, and maybe, just maybe, treat yourself to a mini Dutch oven meal—because you deserve it. Support the showWebsite: www.thepositivelymidlifepodcast.comEmail: postivelymidlifepod@gmail.com
To celebrate the end of 2023, Ellen and Tish are resharing the top episodes of the year - ICMI (in case you missed it). Today we revisit Episode 64 on the Just Let Them Theory - which is something Tish and Ellen both put into place in a BIG WAY in 2023 and consider it one if the best midlife skills they learned this year! +++++++++++++++++Have you ever felt exhausted by the endless cycle of trying to control the outcomes of those around you? Join us as we delve into the 'Just Let Them Theory', a liberating perspective coined by the phenomenal Mel Robbins. Through candid discussions on the challenges of changing entrenched behaviors and finding peace in personal autonomy, this episode is an invitation to a more fulfilling way of engaging with the world.In this episode, we unravel the philosophy of allowing people to be themselves, highlighting its profound implications for your emotional peace and relationships. We delve into our personal experiences, sharing how we've learned to trust and respect our loved ones' autonomy. We also venture into the realm of parenting, discussing the profound impact of allowing our children the freedom to fail, learn, and grow from their experiences. Our conversation takes a deep dive into the power of acceptance and the significance of individuality in relationships. We discuss the harmful effects of trying to change a loved one and how jealousy, a form of control, can erode relationships.Listen as we explore how letting people pursue their happiness can enhance love in relationships, even if it means risking failure. We also shed light on the importance of empathy and the freedom to express emotions. This is an episode you won't want to miss!Support the show by being a patron with a monthly subscription. Website: www.thepositivelymidlifepodcast.comEmail: postivelymidlifepod@gmail.comLiving Abroad: Challenging the Myths of Expat LifeA useful, honest, often funny book for those considering or just curious about expat life Support the showWebsite: www.thepositivelymidlifepodcast.comEmail: postivelymidlifepod@gmail.com
This is one of our TOP 3 epsiodes of 2023 and we're replaying it this week incase you missed it (ICMI). We had the most feedback and comments from listeners on this episode as our guest Brandon's message really resonated with listeners from around the world. Sit back and enjoy this replay of BIG Midlife Transitions. Are you standing at the crossroads of midlife transitions, wrestling with the upheaval of a career shift or grappling with the emotional toll of divorce? You're not alone. In our riveting dialogue with Brandon Maslin, a 'recovering lawyer' turned executive coach, we unpack the challenging stages of midlife – career changes, marriage and divorce alterations, the bittersweet reality of empty nesting, and the profound loss of a parent or elder. Brandon offers a raw account of his personal journey, detailing his encounters with grief, loss, and how these experiences served as a catalyst for his transformative path.Picture this – you've finally reached that lofty career peak, only to discover that the happiness you anticipated is glaringly absent. We reveal how to navigate this professional transition, outlining a roadmap to adapt and thrive amidst unexpected career twists and turns. Our exploration continues as we delve into the often-taboo subject of divorce among adults over 50. We shift the narrative, inspiring you to perceive this challenging period as an opportunity for growth and a testament to your resilience. The empty nest phase can stir up a whirlwind of emotions. We dig deep into its profound impact on men and women, offering a fresh perspective to transform this time of perceived loss into a thrilling opportunity for self-discovery. Moving onto the heart-wrenching topic of parental loss, we discuss the unique grief it brings and ways to navigate through this emotionally draining period. Importantly, we highlight how to cherish relationships while we still have the chance, encouraging a mindset shift to serve others in the face of loss. We conclude with a powerful reflection on the assumption of the matriarch or patriarch role after the death of a parent and the unexpected joy and empowerment that can unfold from this transition. Step into this enlightening conversation and emerge equipped to navigate your midlife transitions with confidence and clarity. Support the showWebsite: www.thepositivelymidlifepodcast.comEmail: postivelymidlifepod@gmail.com
People 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! [6:42 - 7:57] As a vendor, a lot of thought goes into the booth, its decor, and what you present, but the most important part of these events is the people. It's such a magical moment when you are able to meet your online friends and really get to network with others. [8:21 - 9:11] Workforce Management (WFM) has three primary buckets: forecasting, scheduling, and real time management. In essence, we are asking how many calls or interactions we are getting, who's going to be taking them, and how we manage, in real time, when we are wrong about how many calls or people we have coming in. [15:04 - 17:08] Oftentimes, WFM removes themselves from conversations and being heard, because all they say is that it's not their problem. What WFM needs to think through is if we are going to look at employee engagement and investing in the employee. Then they need to stay in these conversations of where the company is going. [22:47 - 24:45] To go after that paradigm shift and start breaking down silos, we first need to look at people complexly. People are more than just the numbers and there needs to be so much more curiosity in the people, before we start adjusting people's life and working patterns. As always, thanks for tuning in! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.
Virtual course: October 13, 2023 (Course #2303042), Learn more and register at aaos.org/courses (https://www.aaos.org/education/courses/2303042) Hosts Jason M. Jennings, MD, FAAOS and Antonia F. Chen, MD, MBA, FAAOS discussing: Review article “Periprosthetic Infection in the Setting of Periprosthetic Total Hip Fractures: Evaluation and Management” from the October 15, 2022 issue (https://journals.lww.com/jaaos/Fulltext/2022/10150/Periprosthetic_Infection_in_the_Setting_of.1.aspx) Research article “Documented Penicillin Allergies Should Not Preclude Use of Preoperative Cefazolin in Hip and Knee Arthroplasty” from the January 15, 2023 issue (https://journals.lww.com/jaaos/Fulltext/2023/01150/Documented_Penicillin_Allergies_Should_Not.13.aspx) The JAAOS Journal Club podcast series is brought to you by the Journal of the American Academy of Orthopaedic Surgeons and the AAOS Resident Assembly.
Brad Cleveland is known globally for his expertise in customer experience, customer service, and leadership. He has worked across 45 states and in over 60 countries, and his clients have included American Express, Apple, the University of California, the federal governments of the U.S., Canada, Australia, and others. In fact, Brad has consulted or facilitated training in over 70% of the companies that have the top net promoter score in their sectors.Brad has appeared in media that have included the New York Times, Financial Times, Wall Street Journal, Inc. Magazine, Washington Post, NPR's All Things Considered, and others.His books include “Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results” (1st edition, 2021), “Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience” (4th edition, 2019), and others. Leading the Customer Experience was recently selected as a NYC Big Book Award distinguished favorite.Brad is also the presenter of popular courses on customer experience and customer service, on LinkedIn Learning. His online courses have reached over 1 million views, and his books, articles, and courses have been translated into a dozen languages.Brad was founding partner in and former CEO of the International Customer Management Institute, ICMI, where he remains an advisor. Today, he is a sought-after consultant, keynote speaker, and workshop leader.Please click here to learn more about Brad Cleveland.About Brad Sugars Internationally known as one of the most influential entrepreneurs, Brad Sugars is a bestselling author, keynote speaker, and the #1 business coach in the world. Over the course of his 30-year career as an entrepreneur, Brad has become the CEO of 9+ companies and is the owner of the multimillion-dollar franchise ActionCOACH®. As a husband and father of five, Brad is equally as passionate about his family as he is about business. That's why, Brad is a strong advocate for building a business that works without you – so you can spend more time doing what really matters to you. Over the years of starting, scaling and selling many businesses, Brad has earned his fair share of scars. Being an entrepreneur is not an easy road. But if you can learn from those who have gone before you, it becomes a lot easier than going at it alone. That's why Brad has created 90 Days To Revolutionize Your Life – It's 30 minutes a day for 90 days, teaching you his 30 years experience on investing, business and life.Please click here to learn more about Brad Sugars.Learn the Fundamentals of Success for free: The Big Success Starter: https://results.bradsugars.com/thebigsuccess-starter Join Brad's programs here: 30X Life: https://results.bradsugars.com/30xlifechallenge 30X Business: https://results.bradsugars.com/30xbusinesschallenge 30X Wealth: https://results.bradsugars.com/30xwealthchallenge 90X – Revolutionize Your Life: https://30xbusiness.com/90daystorevolutionize Brad Sugars' Entrepreneur University: https://results.bradsugars.com/entrepreneuruniversity For more information, visit Brad Sugars' website: www.bradsugars.comFollow Brad on Social Media:YouTube: @bradleysugars Instagram: @bradleysugars Facebook: Bradley J SugarsLinkedIn: Brad SugarsTikTok: @bradleysugarsTwitter: BradSugars The Big Success Podcast https://businessinnovatorsradio.com/the-big-success-podcast/Source: https://businessinnovatorsradio.com/ep-23-brad-cleveland-the-big-success-podcast-with-brad-sugars
V tom, že matematika je v našich životoch kľúčová, sa utvrdzujeme každý deň. To, že sa dá matematika učiť aj v pohybe, dokazujú matematické prechádzky. Ide o outdoorovú aktivitu, počas ktorej žiaci riešia matematické úlohy priamo prepojené s reálnymi objektmi. Pri riešení úloh pracujú v skupinách, využívajú mobilné zariadenia s aplikáciou MathCityMap a zdôvodňujú svoje postupy. Mnohé úlohy vyžadujú prácu s meracími pomôckami, ako je meracie pásmo či drevený skladací meter. Žiaci pri týchto prechádzkach zistia, že matematika je viac ako iba počítanie úloh do zošita, a uvidia jej aplikácie v každodennom živote. O matematických prechádzkach sme sa rozprávali v podcaste na portáli VEDA NA DOSAH s doc. PeadDr. Jankou Medovou, PhD., a doktorandkou Mgr. Silviou Haringovou z Fakulty prírodných vied a informatiky Univerzity Konštantína Filozofa v Nitre. Doc. PaedDr. Janka Medová, PhD., je docentkou na Fakulte prírodných vied a informatiky Univerzity Konštantína Filozofa (UKF) v Nitre. Po ukončení štúdia učiteľstva matematiky a informatiky pokračovala v štúdiu na UKF na doktorandskom stupni v odbore teória vyučovania matematiky. Je autorkou a spoluautorkou viac ako 20 publikácií vo Web of Science s vyše sto citáciami a štyroch knižných publikácií určených pre európskych učiteľov matematiky a prírodovedných predmetov. Pracovala ako riešiteľka v desiatich medzinárodných projektoch a ako národná koordinátorka pôsobila v štyroch. Od roku 2011 sa venuje vzdelávaniu učiteľov zameranému na aktivizujúce vyučovacie metódy a od roku 2018 aj matematickým prechádzkam s podporou MathCityMap. Reprezentuje Slovensko v Medzinárodnej komisii pre výučbu matematiky (ICMI), ktorá je súčasťou Medzinárodnej matematickej únie (IMU). V Európskej spoločnosti pre výskum vo vyučovaní matematiky (ERME) je podpredsedníčkou pracovnej skupiny pre algoritmizáciu v matematike a v Medzinárodnej komisii pre výučbu matematiky pracovnej skupiny je jedným z dvoch lídrov pracovnej skupiny o vyučovaní diskrétnej matematiky. Ocenili ju v ankete Pedagogická osobnosť FPVaI UKF za rok 2022. V práci učiteľa verí v konštruktivizmus, individuálny prístup, emocionálnu bezpečnosť a tvrdú prácu. Mgr. Silvia Haringová je študentkou 2. ročníka doktorandského štúdia Fakulty prírodných vied a informatiky na UKF v Nitre. Vo svojej dizertačnej práci sa venuje spolupráci ako prostriedku profesionálneho rastu učiteľov matematiky. Venuje sa propagácii matematických prechádzok, pretože tým, že žiaci riešia matematické úlohy prepojené priamo s reálnymi objektmi, vidia využitie matematiky v bežnom živote. Navštevuje rôzne základné školy, kde prechádzky realizuje so žiakmi, pomáha učiteľom s ich tvorbou, organizuje školenia a zároveň pomáha pri ich tvorbe aj samotným žiakom. Minulý rok sa jej podarilo vyškoliť prezenčne a on-line formou približne 500 učiteľov matematiky na Slovensku. Stala sa laureátkou Študentskej osobnosti Slovenska za akademický rok 2021/2022 v kategórii Informatika, matematicko-fyzikálne vedy. Matematické prechádzky prináša nielen do slovenských škôl, ale snaží sa ich popularizovať aj v zahraničí.
This highlight from my episode with biologist, speaker, film & tv producer Chadden Hunter, dives into the depths of the Antarctic sea. A scuba diving mission beneath the Antarctic ice floor found Chadden face to face with a large & fascinating group of Emperor Penguins. If you love this highlight, you can find the full conversation on my page. -- Dr Chadden Hunter is an Australian wildlife biologist and filmmaker. After completing a PhD on gelada baboons in Ethiopia, Chadden worked with National Geographic and Discovery Channel, filming everything from tribal ceremonies in Africa to snow leopards in Pakistan before meeting arguably the most influential name in world of wildlife film & television, Sir David Attenborough. Chadden has gone on to win 12 Emmys & 8 Baftas for his work across several series & films, compiling a credit list of some of the greatest natural moments to ever be shared with mankind. We spoke about his work across film & television, the purpose that drives his work, the environmental crisis & the moments that make it a life well lived thus far, in one of the most compelling interviews I have ever recorded. Be sure to follow Chadden & I on socials (Insta) @chaddenhunter (Insta,TikTok, LinkedIn) @bradleyjdryburgh You can also book both Chadden & I as keynote speakers through Saxton or ICMI. Follow/Subscribe to the show on your platform of choice, leave a 5 star rating & kind review to help us reach new listeners & uplift others like yourself around the world. Big love, Brad xx
Dr Chadden Hunter is an Australian wildlife biologist and filmmaker. After completing a PhD on gelada baboons in Ethiopia, Chadden worked with National Geographic and Discovery Channel, filming everything from tribal ceremonies in Africa to snow leopards in Pakistan before meeting arguably the most influential name in world of wildlife film & television, Sir David Attenborough. Chadden has gone on to win 12 Emmys & 8 Baftas for his work across several series & films, compiling a credit list of some of the greatest natural moments to ever be shared with mankind. We spoke about his work across film & television, the purpose that drives his work, the environmental crisis & the moments that make it a life well lived thus far, in one of the most compelling interviews I have ever recorded. Be sure to follow Chadden & I on socials (Insta) @chaddenhunter (Insta,TikTok, LinkedIn) @bradleyjdryburgh You can also book both Chadden & I as keynote speakers through Saxton or ICMI. Follow/Subscribe to the show on your platform of choice, leave a 5 star rating & kind review to help us reach new listeners & uplift others like yourself around the world. Big love, Brad xx
Understanding 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 agents' needs are met across six dimensions: Training: How does the agent's training prepare them for calls? Technology: How does the agent's software assist them on calls? Team: How does the team support the agent? Culture: How does the contact center's culture support the agent? Well-being: How are the agent's wellness needs being met? Product/Service: How does the agent feel the company's products or services serve the customer? Examining these six factors creates a holistic picture for contact center leaders to understand what agents need to succeed. With the ASAT metric, leaders will get actionable information on how to structure training, what tools to purchase, and how to cultivate a work culture that best helps agents do their job. For more information on the ASAT metric and its six dimensions, watch the latest episode of CX QA Live! with Rob Connelly from Vistio and Jeremy Watkin from NumberBarn.
What 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. Long term, multiply this out and think of the outcomes facing your business. What is the fate of your market share? Sheri helps us recognize some of the mistakes we make in CX training: Be careful never to say “just customer service.” Customer service is often the only interaction your customers have with your brand besides marketing. Allow agents to be human at work, they are, after all, literally tasked with interacting with our human customers. The script, the process, the tech: Please have a note screen so the agents can document the call and facilitate all future calls with that customer. Agents can be an “agent of peace” for the customer and win major customer loyalty. Highlighting other topics we discussed: [ 6:52 - 7:27 ] Empathetic customer service at its best: understand my issue and resolve it quickly. [ 16:12 - 16:27 ] When agents get to show up as themselves, the customer experience is better. Empathy and connection can be present. [ 19:15 - 20:22 ] If your job is to connect with another human and you don't even feel that you belong in your work environment, that's not complementary. It helps to understand how your job plays into the bigger picture. [ 22:05 - 23:42 ] An IRL experience with a policy that was quite ‘anti-customer' where the agent empathized with the customer, reassured the customer that the leaders do care and empowered them to provide feedback. This interaction was a success because there was psychological safety in that CX work environment that allowed the agent could connect with the customer. We have a special announcement for the CX Industry tomorrow, on October 25th LIVE at noon Eastern Time at ICMI in Orlando where we are broadcasting with Jeremy Watkin. We very excited to share our news; it's going to help CX leaders understand what's happening within the agents' experience and make better business decisions! Keep asking questions and we'll get better together! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.
Episode Notes: On this episode of “Salesforce Simplified,” we speak with Nick Glimsdahl, who is the Director of Contact Center Solutions at VDS, a company that helps companies improve contact center operations. He's also a speaker on Customer Experience, Employee Experience and Digital Transformation, and is a featured contributor for ICMI, a company that works with contact centers to accomplish desired outcomes and prepare them for the future. Additionally, Nick has his own podcast, “Press 1 For Nick.” Helpful Links: Digital Transformation: https://bit.ly/3GGR382 Customer Experience: https://bit.ly/3b28aGw VDS: https://www.govds.com/ ICMI: https://www.icmi.com/ Press 1 For Nick Podcast: https://press1fornick.com/
Highlights From Today's Episode:The process of growth - admitting mistakesEvolving your product - what you start with is likely not what you will be successful withThe ‘incubator entrepreneur' - is this really what you want?The need of iterating quickly Changing minds - ask yourself “how can we do it like this?”How to rebuild your business and give the customer what they wantStepping into the disruptor mindset - achieve what you set out to doThe importance of finding someone to rely on, and the role of a business partner in your successUnderstanding your industry better than anyone Approaching business with a success mentalityDealing with backlash - the brutal truth about becoming a trailblazer Refining your product - how to identity what your customer needsTenacity and persistence - the power of pushing throughhttps://lawpath.com/https://www.linkedin.com/in/dominic-woolrych/
Highlights From Today's Episode:Mental health vs mental illness Powerful tools to change the way you talk to yourselfThe key role of Nutrition in mental health The critical need for sleep for brain function and good mental healthOvercoming the stigmatisation around mental healthPride, shame and mental health Men and mental health - empowering men to speak upThe Bionic Man mindset Perspective - the key to resilience Encouraging connection - why men need to speak about their emotionsNothing left unsaid - the power of speaking to a professional Resources for those looking for support https://www.icmi.com.au/kevin-humphreys/https://www.kevinhumphreys.com.au/https://www.linkedin.com/in/kevinhumphreys-keynotespeakerhttps://www.facebook.com/KevinHumphreysKeynoteSpeakerhttps://www.instagram.com/kevinhumphreyskeynotespeaker/
Highlights From Today's Episode:How to reinforce positive habits and let negative habits fade awayWillpower - why it doesn't work when you're tired and stressed and how to overcome thisMaking lasting change from a place of acceptance and gratitude Anxiety in teens - how to support your teen who is going through a hard timeFinding out the triggers for your own anxiety and then turning these into cues to get curious, understand yourself more and establish the root cause of what you really need and wantAnxiety as a state vs a trait - learning the difference between “I have anxiety” vs “I am anxious” Recovering deliberately - how to really restCatch, WAIT and Reset - Catch the feeling, WAIT (What. Am. I. Thinking) & ResetCreating an alter ego - stepping into the best characteristics of you Attaching positive emotions to healthier habitshttps://lukemathers.com.au/https://www.icmi.com.au/luke-mathers/https://www.linkedin.com/in/luke-mathers-67853b9a/?originalSubdomain=auhttps://web.facebook.com/LukeMathersOfficialhttps://www.instagram.com/lukemathers_official/?hl=en
Nate Brown is a perpetual student of the world's greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.
Highlights From Today's Episode:Overcoming the fear of asking for help and what waits on the other side How to make the right decisions under pressureHow Lachie was able to raise 500k of funding for his solo flight and the rejection he faced in the processLife lessons that aviation teachesSetbacks: the foundation to successWhat is your ‘aviate, navigate and communicate?' The practice of motivationHow to inspire people to get them onboard with your vision including helpful keys for introverts. The power of authenticity and being true to yourself.https://www.lachiesmart.comhttps://www.icmi.com.au/lachlan-smart/https://www.linkedin.com/in/lachie-smart
In this podcast episode, Sean and Nate discuss:How consumer behaviors have changed drastically and what this means for brands.How to navigate the VarientVerse - saying hello to the new normal.How to better equip and protect your agents.How to leverage Mission-Driven CX and establish a Brand core to expedite your CX growth engine.…and so much more! Meet our guests:Sean Wisdom, Senior Vice President of Global Marketing at Arise.He has been a driving force in bringing cutting-edge technologies to businesses worldwide for over 20 years. With extensive experience in sales, sales management, and all facets of marketing, Sean has started successful global business solutions programs for Verizon and Dell. At Verizon, Sean started the Global Enterprise and Government division and managed all GTM activities for Emerging Technologies. At Dell, Sean led the development of the Evolving Workforce strategy which leveraged technologies across mobility, cloud, and security to enable remote work and "The Future Ready Enterprise." Most recently, Sean transformed the GTM strategy for Office Depot including segmentation, strategic messaging, and digital demand generation strategies. Nate Brown, Senior Director of Customer Experience at Arise.He is a perpetual student of the world's greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves. References:Gartner Article: "The Omicron Variant Is Impacting the Return to the Office — What Should HR Leaders Do Now?"Gartner Article: "Gartner Unveils Top Predictions for Customer Service and Support Leaders in 2022 and Beyond"
Highlights From Today's Episode:Discover what it takes to thrive and perform under intense pressure.How to build a culture of success in a team or community lacking recent results.Balancing the line between who you are at the core and the responsibilities required from the high-level positions you hold.How to "reverse intimidation" so no one can "bully" you into compromising values or boundaries.A formula to choose how you show up in a results-oriented environment.https://www.linkedin.com/in/kateroffey/?originalSubdomain=auKate Roffey - Keynote and Guest Speaker - ICMI
Highlights From Today's Episode:The secret formula to reframing your perception during negative experiences.The impact of finding your purpose and using this driver to overcome hard times.How to extract the positive message from seemingly "harsh" feedback.Recognising the empowering role gratitude plays on the journey to your goals.How to create lucrative opportunities from your biggest challenges.https://www.icmi.com.au/anyier-yuol/https://www.linkedin.com/in/anyier-yuol-17994b142/https://www.instagram.com/anyier.yuol/https://www.facebook.com/teresayuol
Highlights From Today's Episode:Unlocking the secret formula to harnessing a positive mindset in the toughest of times.The power of sparking unity to help overcome challenges faster.A blueprint to choosing relationships that contribute to your success rather than detract from it.Understanding reconciliation and how to approach this sensitive area moving forward.The action steps for a successful reconciliation plan.https://www.icmi.com.au/dion-devow/http://www.darkiesdesigns.com.au/https://www.facebook.com/dion.devowhttps://www.linkedin.com/in/dion-devowhttps://youtu.be/nGb9EHOOT8M
Muestra Gastronómica agradecimiento España y mas 500 años presencia judía México FHJ ICMI CDI Conmemoran 500 años de presencia judía en México El Instituto Cultural México, La secretaría de cultura de la CDMX, La Fundación HispanoJudía, el Centro deportivo Israelita, la comunidad judía de México con los Embajadores de Israel, España y Marruecos en México Muestra gastronómica, Interesantes palabras Historia de los judíos y sus apellidos, deliciosos platillos, agradecimiento el Rey de España, Nacionalidad Española y mucho mucho mas Velo completo en www.diariojudio.com España, México, Israel, marruecos, Instituto Cultural, CDMX, Judíos en México; Nacionalidad Española Muy importante la presencia Judía en México Secretaría de la cultura CDMX, CDI, la comunidad judía embajadores de Marruecos e Israel FHJ en ICMI conmemora los 500 años “Celebramos la hermandad entre los pueblos, pues es el lienzo en que todos cabemos” Sria. @alefrausto en festejo de los 500 años de presencia judía en México. La memoria de la comunidad judía en el país confirma que nuestra diversidad es nuestra mayor riqueza Mientras más perdure la diversidad en las culturas, voces, lenguas y civilizaciones en el mundo, seremos una humanidad más digna y libre. Celebramos que México es uno de los países donde la comunidad judía puede expresar su religión libremente. fotos exclusivas Muestra Gastronómica agradecimiento España y mas 500 años presencia judía México #flickr https://flic.kr/s/aHsmX6hKuL @alefrausto @isaacmacip @diariojudio @HispanoJudia @judiosenmexico @CDIJUM @icmi @IsraelinMexico @AmbZviTal @Tal_Itzhakov @EmbEspMex @EmbaMexMar1 https://diariojudio.com/galeria-de-fotos/ --- Send in a voice message: https://anchor.fm/diariojudio-mexico/message
Highlights From Today's Episode:The art of identifying what defines you as a human being.Strategies to maximise the ROI on your strengths and minimise the downside from any weaknesses.The transformational process for transitioning from pain to positive thinking and then massive action.Unlocking the power of "actionable perfection" – and how to use this as your secret weapon.How to use mentors as a shortcut to success in pursuit of your goals.https://www.nhptalentgroup.com/aboutwww.thePOZcast.comhttps://www.linkedin.com/in/adamjposner/
In this episode I interviewed the incredible Shannah Kennedy. You may have her name, or read one of her books. Shannah is a renowned life coach who focuses on helping people have a plan for their life, and prioritise themselves while going after what it is they most want. Shannah Kennedy is one of Australia's foremost strategic life coaches, consistently ranked as one of Australia's top 10 business coaches as featured in the Australian Financial Review, Huffington Post, The Sydney Morning Herald and Thrive Global. She works to transform her clients' work, wellbeing and life. She specialises in executive strategy, transition, values, vision and life planning. Her proven expertise enables clients to gain control of their lives in order to achieve their visions and goals. She coaches individuals and teams, in person and virtually taking them through a methodology she has developed over the past 20 years of coaching. She offers a range of Executive and Transition Coaching Packages. “We work to discover who you really are without the title.” Shannah is currently working with a mix of C-suite executives, clients in transition (and/or suffering from burn out), business owners and high-potential staff. She coaches the gap between where you are today and where you aspire to be in the future. She also supports people who feel exhausted and “need a new map”. She is bestselling author of The Life Plan (Penguin) and is represented by ICMI, Saxtons and Book Speakers Direct for her engaging talks. She is also the author of Simplify, Structure, Succeed and the co-author of Chaos to Calm, Ignite, Restore and Shine through her collaboration with Lyndall Mitchell for The Essentialists. Together they deliver life changing workshops including the Masterclass of Wellness to a range of major businesses across the Asia-Pacific region. Shannah's expertise is sought after in the media. Recent coverage includes the Today Show, The Age/Sydney Morning Herald, Business Day, BRW, Marie Claire, Herald Sun, Women's Health, Coach, Management Today, The Australian Financial Review and Sunday Life. Shannah has been an ambassador for the award-winning wellness retreat Kamalaya, Koh Samui since 2018. You can connect with Shannah through: Instagram - https://www.instagram.com/shannahkennedy/ Facebook -https://www.facebook.com/ShannahKennedyCoaching/ Linkedin - https://www.linkedin.com/in/shannah-kennedy-8a898b1/?originalSubdomain=au Website - https://shannahkennedy.com/ I was so excited when this interview came across my desk and Shannah did not disappoint. This episode is perfect for this time of year when we're closing off 2021 and looking towards 2022 and planning what they might look like. We spoke about: – Your Life Plan – Balance – Self care, and small tweaks that make a big difference – Navigating change – Shannah's New Book: Plan B. Please enjoy my conversation with Shannah Kennedy.
Slam the Gavel welcomes back Vincent McGovern, Author, who was last on Slam the Gavel in Season 2, Episode 107 to discuss Parental Alienation. We discussed how the term is loosely thrown around in the family court system so one parent can gain advantage over another. However, it is the child that pays dearly. Discussing statistics, Vincent states that Mothers obtain custody 95% in the UK, however Fathers obtain custody in 95% in Nigeria. How rare it is that a judge recognizes Parental Alienation for what it actually is and how it is being used among personality disorders in the courtroom. It is indeed the state that controls the destiny of the child and parents do not realize this until they set foot into a courtroom. Between a custody battle and poverty playing it's role, it then creates an avalanche effect and that's where mother's lose out. It is the, "win or take all," mentality in an adversarial court system designed to destroy families. Vincent discusses how judges are not making decisions nor enforcing the orders and there is no regulation or inspection on outcomes of these cases. Vincent also discussed "perverted chauvinism," that literally force mothers into making false allegations. More to come in our next podcast in November! Below is his 2020 presentation to the ICMI 20 Conference on YouTube. His views are his own, and he doesn't speak for the charity. Vincent discusses how shared parenting is not viewed the same in the US as in the UK. He states he is not a Father's Rights Activist, but an activist for the rights of the children as children are the first to be weaponized in the family court system. Once a parent is targeted they will lose the most because they are either too honest and not aware of how the system was designed. The excellent conversation on his book was very insightful and informative. It is a must read.To get a copy of The War on Dads and Children can be found on AmazonVincent on YouTube: https://www.youtube.com/watch?v=4dO2z692Bwowww.londonfathers.comSupport the show(https://www.buymeacoffee.com/maryannpetri)http://beentheregotout.com/https://monicaszymonik.mykajabi.com/Masterclass USE CODE SLAM THE GAVEL PODCAST FOR 10% OFF THE COURSEhttp://www.dismantlingfamilycourtcorruption.com/Music by: mictechmusic@yahoo.com Support the show (https://www.buymeacoffee.com/maryannpetri)
Slam the Gavel welcomes back Vincent McGovern, Author, who was last on Slam the Gavel in Season 2, Episode 107 to discuss Parental Alienation. We discussed how the term is loosely thrown around in the family court system so one parent can gain advantage over another. However, it is the child that pays dearly. Discussing statistics, Vincent states that Mothers obtain custody 95% in the UK, however Fathers obtain custody in 95% in Nigeria. How rare it is that a judge recognizes Parental Alienation for what it actually is and how it is being used among personality disorders in the courtroom. It is indeed the state that controls the destiny of the child and parents do not realize this until they set foot into a courtroom. Between a custody battle and poverty playing it's role, it then creates an avalanche effect and that's where mother's lose out. It is the, "win or take all," mentality in an adversarial court system designed to destroy families. Vincent discusses how judges are not making decisions nor enforcing the orders and there is no regulation or inspection on outcomes of these cases. Vincent also discussed "perverted chauvinism," that literally force mothers into making false allegations. More to come in our next podcast in November! Below is his 2020 presentation to the ICMI 20 Conference on YouTube. His views are his own, and he doesn't speak for the charity. Vincent discusses how shared parenting is not viewed the same in the US as in the UK. He states he is not a Father's Rights Activist, but an activist for the rights of the children as children are the first to be weaponized in the family court system. Once a parent is targeted they will lose the most because they are either too honest and not aware of how the system was designed. The excellent conversation on his book was very insightful and informative. It is a must read. To get a copy of The War on Dads and Children can be found on Amazon Vincent on YouTube: https://www.youtube.com/watch?v=4dO2z692Bwo www.londonfathers.com Support the show(https://www.buymeacoffee.com/maryannpetri) http://beentheregotout.com/ https://monicaszymonik.mykajabi.com/Masterclass USE CODE SLAM THE GAVEL PODCAST FOR 10% OFF THE COURSE http://www.dismantlingfamilycourtcorruption.com/ Music by: mictechmusic@yahoo.com
Highlights From Today's Episode:How to re-define "what's possible" when unexpected events derail your business plans.When "wartime" arrives - what are the leadership skills that will lead your team to victory against the odds.How to develop "situational awareness" and make rapid changes to minimise the damage of chaotic events.The mindset required to take massive action and move forward in the face of uncertainty.How to identify what you can leverage to get "out of a storm" fast.https://www.afterburner.com/joel-thor-neeb/https://www.linkedin.com/in/joelneeb/https://elvaresa.com/author-illustrator/joel-neeb/https://www.instagram.com/joelthorneeb/?hl=en
An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. Customer loyalty skyrockets when people trust your brand, product, or service. That trust is earned not by the occasionally wow moment, but by being remarkably consistent. …And that's why we wanted to talk more about how to guarantee an amazing customer experience, and we have brought in an expert on the topic for you, Jeff Toister, author of The Guaranteed Customer Experience. Guest Jeff Toister: Jeff Toister is an author, consultant, and trainer who helps companies develop customer-focused cultures. He's written four books including The Guaranteed Customer Experience. Thousands of customer service professionals around the world subscribe to Jeff's Customer Service Tip of the Week email. More than 500,000 people on six continents have taken one of his video-based training courses on LinkedIn Learning. Jeff has been recognized as a top influencer by many organizations: Top 30 customer service professional in the world (Global Gurus)Top customer experience influencer (Unymira and Panviva)Top contact center influencer (ICMI and ProcedureFlow)
Highlights From Today's Episode:How the current business legislation in Australia should influence your decision-making process.What are the "do's and don'ts" when engaging a professional advisor to ensure you're not short-changed on a transaction.How to get real value for your business and cash in on all the hard work, sweat equity and long days.A hotlist of action items to expertly prepare for a merger or exit.How to mentally adjust for the next stage of your life, few people are aware of the hole this process can create (on the other side).https://exitadvisory.com.au/author/simon/https://www.facebook.com/exitadvisorygrouphttps://www.linkedin.com/in/business-sales-sydney/https://youtu.be/tK3nL-JS10chttps://www.youtube.com/watch?v=0t21B4-7XKk
Vincent McGovern, Author of, "The War on Dads and Children," is based on having obtained 5 Ombudsman Investigations, 3 were Parliamentary Ombudsman, and also quite pivotal in procuring the first ever investigation by the European Union Commission into the 'Systemic Failings in the UK Family Court process.' Also Vincent is the Chair of two branches of the UK 's largest shared parenting charity Families Need Fathers, Central and North London. In this capacity he sees over 900 attendees per year pre Covid, somewhat less via Zoom. Below is his 2020 presentation to the ICMI 20 Conference on YouTube. His views are his own, and he doesn't speak for the charity. Vincent discusses how shared parenting is not viewed the same in the US as in the UK. He states he is not a Father's Rights Activist, but an activist for the rights of the children as children are the first to be weaponized in the family court system. Once a parent is targeted they will lose the most because they are either too honest and not aware of how the system was designed. The excellent conversation on his book was very insightful and informative. It is a must read. To get a copy of The War on Dads and Children can be found on Amazon Vincent on YouTube: https://www.youtube.com/watch?v=4dO2z692Bwo Support the show(https://www.buymeacoffee.com/maryannpetri) https://monicaszymonik.mykajabi.com/Masterclass USE CODE SLAM THE GAVEL PODCAST FOR 10% OFF THE COURSE http://www.dismantlingfamilycourtcorruption.com/ Music by: mictechmusic@yahoo.com
Vincent McGovern, Author of, "The War on Dads and Children," is based on having obtained 5 Ombudsman Investigations, 3 were Parliamentary Ombudsman, and also quite pivotal in procuring the first ever investigation by the European Union Commission into the 'Systemic Failings in the UK Family Court process.' Also Vincent is the Chair of two branches of the UK 's largest shared parenting charity Families Need Fathers, Central and North London. In this capacity he sees over 900 attendees per year pre Covid, somewhat less via Zoom. Below is his 2020 presentation to the ICMI 20 Conference on YouTube. His views are his own, and he doesn't speak for the charity. Vincent discusses how shared parenting is not viewed the same in the US as in the UK. He states he is not a Father's Rights Activist, but an activist for the rights of the children as children are the first to be weaponized in the family court system. Once a parent is targeted they will lose the most because they are either too honest and not aware of how the system was designed. The excellent conversation on his book was very insightful and informative. It is a must read.To get a copy of The War on Dads and Children can be found on AmazonVincent on YouTube: https://www.youtube.com/watch?v=4dO2z692BwoSupport the show(https://www.buymeacoffee.com/maryannpetri)https://monicaszymonik.mykajabi.com/Masterclass USE CODE SLAM THE GAVEL PODCAST FOR 10% OFF THE COURSEhttp://www.dismantlingfamilycourtcorruption.com/Music by: mictechmusic@yahoo.comSupport the show (https://www.buymeacoffee.com/maryannpetri)
Highlights From Today's Episode:How to reframe hardship as a reference point to learn, grow and never give up.Understanding what it takes to develop critical problem-solving skills in a fast-paced business world.How to prepare yourself for the SLJs (Sh**ty Little Jobs) that everyone must learn to embrace on their path to success.Extract the art of building organisational skills to get more done in less time.Three entrepreneurial qualities to scale a global business without burning out in the process!https://www.icmi.com.au/ben-trinh/https://benjamintrinh.me/https://www.lifeready.com.auhttps://www.linkedin.com/in/trinhbenjaminhttps://www.eomelbourne.org/blog/2018/09/03/ben-trinh-helps-others-become-life-ready
My guest today is Brad Cleveland, an author, speaker, and consultant who focuses on Customer Strategy and Management.We talked about employee experience, customer experience, and everything in between that makes a great company.He has worked across 45 states and in 60 countries for clients as diverse as American Express, Apple, USAA, the University of California, and the governments in the U.S., Canada, and Australia. Brad is author of "Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results" (1st ed. 2021) and "Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience" (4th ed. 2019). His books and LinkedIn Learning courses have been translated into a dozen languages.Brad has appeared in media that has included the New York Times, Washington Post, Wall Street Journal, Financial Times, Fast Company, Inc. Magazine, Kiplinger's, television networks (PBS, CNBC, Fox, MSNBC), and NPR's All Things Considered. He was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award, and was recipient of ICMI's Inaugural Lifetime Achievement Award.Brad was founding partner and former CEO of the International Customer Management Institute, ICMI, where he serves as an advisor. He works with organizations as a keynote speaker, workshop leader, and consultant.https://bradcleveland.com See acast.com/privacy for privacy and opt-out information.
Highlights From Today's Episode:The basics of hedge fund investments and how they operate in today's world of money.Understanding human nature, the psychology of investment and what drives the market?How to find your way through a series of global events impacting the volatile markets.Understanding "short-selling" – how it works and can help investors profit in falling markets?How to maintain focus as an investor by managing emotions derived from market fluctuations.https://www.totuscapital.com.au/teams/ben-mcgarry/https://www.linkedin.com/in/ben-mcgarry-4236a120/?originalSubdomain=auhttps://twitter.com/totus_capital?lang=enhttps://www.livewiremarkets.com/contributors/ben-mcgarry-totus-capital
Nate Brown is a perpetual student. After spending over a decade managing a complex technical support environment for Occupational Health and eLearning Software, he graduated to The Customer Experience. In this very engaging episode, it is clear that Gregg and Nate Brown have a true rapport. Nate talks candidly about the biggest difference between customer service and customer experience; how the service you receive makes you feel. Nate Brown is a perpetual student and the author of “The CX Primer”. He was named the “CX Influencer of the Year" by CloudCherry in 2019 and a top thought leader for ICMI and LitmusWorld.
Highlights From Today's Episode:Imposter Syndrome – what to do when this feeling starts to overwhelm your life and business.How to make peace with the "imposter" experience, then using it as an up-levelling tool.What it means to be a "human-centric leader" and harnessing this concept for business growth in 2021.Discover how leadership correlates to business in the automation age.The importance of engaging mentors for accountability in leadership.https://www.icmi.com.au/peter-shepherd/https://humanperiscope.com/https://www.linkedin.com/in/petershepherd3/?originalSubdomain=auhttps://www.fewpodcast.com/034
Highlights From Today's Episode:Uncover what it takes to build a high-performing workplace community, whether in person or remotely.Discover how to handle value misalignments on your team and re-unify the organisation to the mission.Learn the science of effective communication in the work environment.Download Derek's "hot tips" to identify and prevent conflict on your team.Receive practical steps to deal with uncertainty in any scenario.https://www.antarctica.gov.au/news/2021/living-the-dream-new-station-leader-for-macquarie-island/https://www.linkedin.com/in/derek-stevens-528aa8b/?originalSubdomain=nzhttps://www.youtube.com/channel/UCQdd7GHh4NlxzZzUUmqTPCQhttps://www.fewpodcast.com/033
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Highlights From Today's Episode:What is digital transformation and the fastest path to achieving an ROI using this platform?Why a customer-centric strategy is a secret formula for small and midsize businesses to engage.How to unlock high-converting leads and change the way your customers interact with the brand.How to build a digital strategy that disrupts the competition and gives you a massive edge on the marketplace.How to create strategic value in the digital world without any complexity or prior knowledge.https://www.icmi.com.au/mark-cameron/https://www.markrcameron.com/https://www.linkedin.com/in/markrcameron/?originalSubdomain=auhttps://www.fewpodcast.com/032
Highlights From Today's Episode:Discover why problem-solving is a foundation of successful leadership and entrepreneurship.Unlock tools to manage the forces that keep you from moving forward towards those lofty goals.Learn a process to redefine your purpose and breakthrough limitations.Access a strategy to manage the challenging emotions that come with being in a start-up or workforce community.Download the secret to surrounding yourself with the right network to move the mission forward in top gear.https://chrisrhyss.com/https://www.icmi.com.au/chris-rhyss-edwards/https://www.linkedin.com/in/chrisrhyss/?originalSubdomain=auhttps://cms.qut.edu.au/tedxqut/speakers/top-folder/2015/chris-rhysshttps://www.fewpodcast.com/031
RADIO DAKTA 107 FM
Highlights From Today's EpisodeWhy designing a model to live your life is essential to achieving balance.The Pain Threshold – What it is and how do you leverage it to achieve life-changing goals at record speed?Why a healthy lifestyle should be the major priority over any other pursuits.How to live a functionally fit and happy life well into your twilight years with deliberate daily practices.The mechanics behind building and sustaining a healthy lifestyle living in an instant-gratification culture.https://www.daimanuel.comhttps://www.fewpodcast.com/030Check out Dai's TED Talk: https://www.ted.com/talks/dai_manual_why_vulnerability_is_a_human_thing
Highlights From Today's EpisodeHow to tap into all the growth skills and assets at your disposal.A step-by-step road map for utilising “failures” and lessons as expansion tools.The 5 tenets of change to live by every day.Unlocking the importance of creating flexible strategies which can pivot as the landscape changes.The life-changing steps to follow that unlock the secrets to successful change.https://www.campbellmacphersonspeaker.com/https://www.icmi.com.au/campbell-macpherson/https://www.linkedin.com/in/campbell-macpherson/?originalSubdomain=ukhttps://www.fewpodcast.com/029
Highlights From Today's EpisodeHow to use the “bucket list” concept to prioritise goals that inspire follow-through.The secret sequence transition from goal setting to goal “ticking”.How to build a tangible life plan that will get you jumping out of bed in the morning.A powerful process you can follow to find next-level motivation while others crumble behind you.How to invest in yourself and become the person capable of leading a famous life.Visit Trav's Website: https://www.thebucketlistguy.com/Buy Trav's Book: https://thebucketlistguy.shop/collections/frontpage/products/my-bucketlist-blueprint-the-12-steps-to-tickitb4ukickitConnect with Trav Bell on Social:facebook.com/thebucketlistguyhttps://www.fewpodcast.com/028
Highlights From Today's EpisodeLearn the art and science of designing the future with simple, efficient actions to start implementing today.The steps to channeling productive paranoia to condense time and results in 2021.Analyzing the future in measurable milestones so you can tick off outcomes as you progress (which feels amazing).How to create stability in unpredictability by developing strong rituals that compound success.How to increase productivity and become a master of stepping outside your comfort zone.https://fewpodcast.com/024https://jonathanmacdonald.comhttps://www.icmi.com.au/jonathan-macdonald
Major Highlights of Today's Episode:The first step towards designing a purposeful life in 2021.How to do what you love without compromising other key areas of your life.How to evaluate yourself objectively to enhance performance and production.How to double down on your best qualities to compound the return.How to consciously control thoughts and actions to create inspiring intention.
Here Are Highlights of Today's PodcastA proven blueprint to turn big dreams into reality (with speed).How to turn life's toughest challenges into motivational fuel to succeed.How to build the discipline to achieve goals with consistency and precision.The secret to conditioning your mind to overcome giant obstacles when other's retreat.Simple hacks to dealing with any problem and applying yourself to find fast solutions.Pre-order Mark's new book Survivor: Life In The SAS: https://markwales.com.au/book/https://www.killkapture.com/
Matt Beckwith is the Director of Customer Experience at Clark Pest Control, one of the largest and most successful management companies in the U.S. He identifies himself as a “Contact Center Geek” and has spent his career leading customer service and sales call centers. Matt began as a Directory Assistance Operator and has always had a passion for customer experience, technology, leadership, and professional development. Matt was named a Top 50 Thought Leader in the contact center and customer service experience space by ICMI two years in a row. In this episode… What are the qualities of the top contact centers, and how can you get your organization there? How do you balance customer experience, employee experience, and leadership development? Customer experience expert Matt Beckwith has been in the customer service industry for over 25 years, and he knows the best practices for call centers. According to Matt, counterbalance, leadership development, and relationship building are key components of a successful contact center. In this episode of the Multiply You Podcast, Austin Clark sits down with Matt Beckwith, Director of Customer Experience at Clark Pest Control, to talk about running a top-level contact center. Matt shares his advice for utilizing technology, growing as a leader, and building community within the customer service industry. Stay tuned.
Major Highlights From Today's Episode:How to use small incremental improvements to yield massive compounding results over time.The simple process you can download to embody a goal-oriented mindset.The importance that structure, discipline and consistency play en route to your dreams.Discover the secret to continue moving forward (especially on the days when CBB sets in).How to draw on hidden reserves when you need an extra boost.https://www.icmi.com.au/rob-redenbach/http://redenbach.com/http://redenbach.com/what-i-didnt-learn-at-harvard/
Here Are Some Highlights of Today's EpisodeHow to expertly link daily actions with the future to provide intrinsic motivation.The steps to identifying each different thought processes to achieve the end outcome.How to differentiate between abstract thought and fantasy with a powerful twist.Creating an optimal space to trigger peak performance.How to own your ‘grey area' and of course what ‘grey area' is.https://www.icmi.com.au/jason-clarkehttps://www.mindsatwork.com.au/https://au.linkedin.com/in/jason-clarke-a5967737https://www.tedxperth.org/embracing-change
Major Highlights of Today's Episode:The mindset of tapping into a level of strength you never thought was possible.How to ADAPT to every situation and utilise the events to become unstoppable.The power of self-belief in overcoming extreme adversity.How to embrace the recovery process and never look back.The ground-breaking formula for defining your next great steps in life. Connect with Rhiannon via the links below:http://rhiannontracey.com.au/rhiannons-storyhttps://www.facebook.com/rhiannontraceymywheellifehttps://www.instagram.com/rhiannontraceymywheellife/
It is such an honour to share this incredible man with you, There is a broken sound due to some internet issues, but I invite you to listen on because there is so much sound wisdom, as Scotty shares... * The questions you need to ask yourself to take an idea and turn it into action. * His W I N N I N G formula that his uses for everything he innovates. * We talk about tall poppy syndrome. * The twist on entrepreneurship today compared to 10, 20 years ago. * How talking is the best way to succeed. * Parenting... what he wants to instil in his children. About Scotty He has one of the most incredible minds I know. He is the pioneer of entrepreneurship… way before it was even a thing. It's in his blood. You probably don't know, but he is the brains behind so many celebrities and personal brands. He once owned an ICMI chapter, he doesn't just know the circuit… he IS the circuit. He has been inventing, creating and doing epic shit for the 18 years I've known him. He is The Aussie Innovator. Shark Tank success. Award-winning. The Creator of HEGS. A true social entrepreneur who is behind numerous charities. He is beyond extraordinary. He is my friend. The boy from Alice. And a true family man who has the most amazing heart that matches his incredible mind. I have to stop because… he brings me to tears with gratitude, humility and awe. The Hedonistic Way @ Midday Show is the frigging amazing man that is Scott Boocock.
Here are some highlights of today's episode:Why “control” is an outdated approach to leadership (and how to let go).How to embrace “trust”, the secret ingredient in these times of generational disruption.The power of focusing less on the process and shifting to outcomes to improve your overall team performance.The art to leveraging the current global climate to improve your leadership skills 10-fold.The basic steps required to adjust to the new normal in 2021. Click here to see the show notes for this episode: https://fewpodcast.com/012Book Dr. McClendon for a speaking gig: https://www.icmi.com.au/dr-wesley-payne-mcclendonFollow Dr. McClendon on Twitter: https://twitter.com/blkdoc
Here are the highlights from today's episode:How to connect your life's purpose with your life's work.The secret formula for finding silver linings in every cloud.How bursts of courage are necessary to achieve your dreams.The power you can extract from a great support system.How to show up as the best version of yourself. Click here to see the show notes for this episode: https://fewpodcast.com/011https://www.communicatewithconfidence.com.au/http://www.jordanab.com.au/
Here are highlights from today's episode:How do you build a powerful network to support your goals?What are the secrets to standing out and seizing opportunities?What do you get from where you are now to where you want to be?The revelation of seeing success as a journey, not a destination.How to develop a “FEM” Flawless Execution Model.Click here to see the show notes for this episode: https://fewpodcast.com/008
Here are some unmissable highlights from today's episode:How do you shake off the industrial age mentality plaguing society?How do you transition from a manager to a high-performance leader?The game-changing difference between setting tasks and assigning objectives.What is the secret to managing a team in a world of heightened instability?How do you discover yourself and invent a new future? Click here to see the show notes for this episode: https://fewpodcast.com/007
Here are some highlights of today's episode:What is The 'Flow Theory' and why is it so important to your on-going success?How do you find meaning, success and fulfillment in everything you do?How does human behaviour influence your effectiveness and ability to lead?How to build awareness of self, others and practice emotional intelligence.What are the consequences of not knowing yourself and tapping into the discretionary effort principle?Click here to see the show notes for this episode: https://fewpodcast.com/005https://www.markcarter.com.au/https://www.icmi.com.au/mark-carter
Here are some highlights in today's episode:How to successfully manage and overcome your perceived limitations.The influence other people have on your mentality and how to set this up for success.How to foster positive relationships that support your will to succeed, especially when you want to quit.How persistence and resilience can create “luck” on the road to achieving your dreams.Why you have to taste the things you don't want in order to discover what you truly want.Click here to see the show notes for this episode: https://fewpodcast.com/003
It's crazy times! Come sit down with the badgers with a cup of joe (or a spot of tea) and have a chat. Topics to be covered will include talking with you about what's going on with the economy, the plummeting price of oil, some ICMI teaser videos and more!
Some JTOL news. #icmi2019 International Conference on Men's Issues recap and channel update. See my twitter @desiraethinking for some of the photos I had posted there. Also available as a podcast. Search for Just Thinking Out Loud in your favorite podcast directory. ********Ways to Support: ▸ https://zu48wbbgek.preview.infomaniak.website Patreon: https://patreon.com/justthinkingoutloud Subscribestar: https://subscribestar.com/desiraethinking Bitbacker: https://bitbacker.io/user/desiraethinking/ Merchandise: https://teespring.com/stores/justthinkingoutloud BUY MY ART: http://ow.ly/3ghY30gGAjM ********Follow Podcast: https://zu48wbbgek.preview.infomaniak.website/podcasts Twitter: https://twitter.com/desiraethinking Instagram: https://instagram.com/desiraearts Send me a Message: desiraethinking@gmail.com Newsletter: justthinkingoutloud.tv/newsletter Other Platforms: https://www.bitchute.com/channel/justthinkingoutloud/ https://www.minds.com/JustThinkingOutLoud https://gab.com/desiraethinking https://steemit.com/@desiraethinking https://d.tube/#!/c/desiraethinking Portal @desiraethinking https://bittubers.com/profile/desiraethinking https://zu48wbbgek.preview.infomaniak.website You can also find me at https://desi-rae.com and https://cryptoramble.com
Gamification is way more than badges and high scores on a leaderboard. It is finding creative and exciting ways to turn everyday work into engagement opportunities! Between mini disc golf tournaments, rock star awards, happiness wheels, murder mystery dinners and countless other pursuits, at his workplace, my guest today gives his team a compelling story to tell. Today Nate and I discuss the techniques that have helped his support organization drastically reduce turnover and scale the mountain of engagement. We'll cover the many different applications for gamification, including training and change management, while also laying out practical steps to implement your own program. You'll hear: Types of problems that Gamification can help solve Guidelines for setting up a program Examples of game mechanics that work Things to avoid when creating a program About Nate Brown: Growing up, Nate specialized in “unique” games at least for kids. These included golf, tennis, badminton, and ping-pong. Most of his afternoons were spent kicking around a golf course, followed by evenings in our basement game room. The pinnacle of his youth came when he won a talent show by reenacting Disney's “The Lion King” on rollerblades. Nate works for UL (Underwriters Laboratory) in the area of Workplace Health and Safety. Nate has never stopped playing games, and has now found many great ways to do while at work. Recently Nate has been participating in the larger support community through blogging and speaking. He has led sessions on Customer Effort Score and Gamification at the ICMI and HDI Conference and Expos. He is also the author and founder of the blog CustomerCentricSupport.com. Nate and his wife have two daughters and live in Nashville, Tennessee where he enjoys disc golfing, fishing, photography and serving in his local church. You can connect with Nate at his blog: www.customercentricsupport.com and on Twitter at @CustomerIsFirst About Your Host: A gamification speaker and designer, Monica Cornetti is rated as a #1 Gamification Guru in the world by UK-based Leaderboarded. She is the Founder and CEO of the Sententia Gamification Consortium, hosts a weekly Gamification Talk Radio program, and is author of the book Totally Awesome Training Activity Guide: Put Gamification to Work for You. Monica's niche is gamification techniques that can be used within the framework of corporate talent development. Connect with Monica onTwitter @monicacornetti. Websites: www.monicacornetti.com and www.sententiagames.com
Gamification is way more than badges and high scores on a leaderboard. It is finding creative and exciting ways to turn everyday work into engagement opportunities! Between mini disc golf tournaments, rock star awards, happiness wheels, murder mystery dinners and countless other pursuits, at his workplace, my guest today gives his team a compelling story to tell. Today Nate and I discuss the techniques that have helped his support organization drastically reduce turnover and scale the mountain of engagement. We'll cover the many different applications for gamification, including training and change management, while also laying out practical steps to implement your own program. You'll hear: Types of problems that Gamification can help solve Guidelines for setting up a program Examples of game mechanics that work Things to avoid when creating a program About Nate Brown: Growing up, Nate specialized in “unique” games at least for kids. These included golf, tennis, badminton, and ping-pong. Most of his afternoons were spent kicking around a golf course, followed by evenings in our basement game room. The pinnacle of his youth came when he won a talent show by reenacting Disney's “The Lion King” on rollerblades. Nate works for UL (Underwriters Laboratory) in the area of Workplace Health and Safety. Nate has never stopped playing games, and has now found many great ways to do while at work. Recently Nate has been participating in the larger support community through blogging and speaking. He has led sessions on Customer Effort Score and Gamification at the ICMI and HDI Conference and Expos. He is also the author and founder of the blog CustomerCentricSupport.com. Nate and his wife have two daughters and live in Nashville, Tennessee where he enjoys disc golfing, fishing, photography and serving in his local church. You can connect with Nate at his blog: www.customercentricsupport.com and on Twitter at @CustomerIsFirst About Your Host: A gamification speaker and designer, Monica Cornetti is rated as a #1 Gamification Guru in the world by UK-based Leaderboarded. She is the Founder and CEO of the Sententia Gamification Consortium, hosts a weekly Gamification Talk Radio program, and is author of the book Totally Awesome Training Activity Guide: Put Gamification to Work for You. Monica's niche is gamification techniques that can be used within the framework of corporate talent development. Connect with Monica onTwitter @monicacornetti. Websites: www.monicacornetti.com and www.sententiagames.com
Mike Aoki was named one of the Top 50 Customer Service Influencers on Twitter by the ICMI. Hear his amazing customer service advice on The Nice Guys today. Here are some great questions that we answer on the podcast today: -Why is Inside Sales among the biggest trends this year? -What are some of the pitfalls of transitioning a traditional customer service department to an inside sales role? -How can you balance sales and service, so customers stay loyal? -What do good call skills look like? -How do you coach people who use the phone all day? And some great advice: -How you and your employees can use the phone, email and social media to stay in touch with your clients -How you can coach your team to deliver great customer service - How to deal with irate callers and boost loyalty - How to sell more effectively over the phone - Sales coaching for contact center Agents - How you can manage your time, so you have time to manage your team mike.aoki@reflectivekeynotes.com http://www.reflectivekeynotes.com/ Please visit our sponsor- Elite Virtual Assistants Personal Assistants Project Assistance Administrative Support http://www.elitevirtualassist.com/ Laura@elitevirtualassist.com 440-973-7005 Tell them you heard about it on The Nice Guys and get your free consultation today. Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message. Want to get pinned on our listener map? Just go to http://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here- BONUS stuff: Check out The Little Secret Most People Don't Know About Relationship Building Subscribe to the Podcast Don't underestimate the Power of Nice.
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