Waiting for Service

100 Episodes

1. Episode 40 - Fixing Customer Relationship conundrum part 2

   Published: 12/6/2018
2. Episode 39 - Fixing the Customer Relationship Management conundrum (w Jamie Ham)

   Published: 12/2/2018
3. Episode 38 - How to reduce the cognitive load on an Agent

   Published: 11/19/2018
4. Episode 37 - The 3 Imperatives for Contact center Leaders

   Published: 11/10/2018
5. Episode 36 - Why you need to be a Persuasion Expert in CX w Jeff

   Published: 9/20/2018
6. Episode 35 - Why we need to rethink QA

   Published: 9/20/2018
7. Episode 34 - Stop Telling Call Center Agents when to use the Bathroom

   Published: 9/2/2018
8. Episode 33 - 3 Strategies for Dealing with difficult customers

   Published: 8/28/2018
9. Episode 32 - Why Benchmarking is a waste of Time

   Published: 5/20/2018
10. Episode 31 - What call center leadership looks like after AI eliminates jobs (w/Darren Ford)

    Published: 2/20/2018
11. Episode 30 - The Service Industry Is Still Measuring The Wrong Things

    Published: 2/2/2018
12. Episode 29 - Why you can't listen to the experts

    Published: 1/13/2018
13. Episode 28 - Customers don't trust you

    Published: 10/23/2017
14. Episode 27 - What Elon Musk Gets About Customer Feedback

    Published: 10/3/2017
15. Episode 26 - "You Must Consider Your Customers Whores" w Jamie Ham

    Published: 8/29/2017
16. Episode 25 - The Tyranny Of Incrementalism w Jamie Ham

    Published: 8/29/2017
17. Episode 24 - We Are So Disconnected w Jamie Ham

    Published: 8/29/2017
18. Episode 23 - Why You Can't Trust Customers

    Published: 6/12/2017
19. Episode 22 - Customer Service is harder than Rocket Science pt 2 (w Luke Anderson)

    Published: 4/10/2017
20. Episode 21 - Customer Service is harder than Rocket Science pt1 (w Luke Anderson)

    Published: 4/4/2017