Next in Queue

Nate Gibson may not be a household name, but his rockabilly novelty, Duck Butt, released in 2017, reminds us that there’s something silly about our favorite feathered waterfowl. Ducks may seem elegant, but when they need to eat, they put their beak in the water, and their tail goes up and that’s when you see those legs churning in the water. Chaos.You’re on stage. There are 100 people in the audience. You’re beginning to sweat. You’re holding the podium in front of you and your presentation is frozen. Sounds like chaos. When Dean Griess sat down to write a book about public speaking, he wanted to make sure that the readers wouldn’t feel silly in front of an audience. He wanted to help them glide smoothly along the stage and not flail furiously like a duck with its butt in the air. His book, Don’t Show Your Duck Butt, contains practical strategies to conquer nervousness, capture attention, and create remarkable experiences. • Understanding Public Speaking Fears• The Vulnerability of Speaking to an Audience• Tips for Overcoming Nervousness• The Importance of Body Language• Navigating Technology in Presentations• Buying Time During Presentations• The Role of Breaks in Long SessionsConnect with Dean on LinkedIn – https://www.linkedin.com/in/deangriess/Get your copy of Don’t Show Your Duck Butt – https://deangriess.com/about-the-book/ Nate Gibson – http://www.nathandgibson.com/index.html Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/

During the 90’s and early 2000s, Thursday nights were, for roughly 25 million Americans, Must See TV night. NBC’s lineup of hit shows like Friends, Seinfeld, and ER, were a cultural phenomenon that lives on in memes and catch phrases like Ross’s “Pivot!” from season 5. Ross’s detailed plan for success didn’t turn out the way he planned.Software founders often have detailed plans for success only to find that the market is just as challenging as moving a couch up a set of switchback stairs. When the market spurned Natalie Perez’s first software venture, the company pivoted and found success in the QM and WFM space. Her new company, Cisne, is an AI-native WFM platform that is designed to solve the real challenges contact centers have been struggling to solve for decades. It entered public beta this week and she was kind enough to join the show to discuss a variety of topics related to Workforce Management. Topics covered include:• What is WFM?• Challenges with current WFM technologies• The role of AI Agents in Customer Experience• Balancing Efficiency and Customer Experience• Agent Well-Being and Burnout in Contact Centers• Lessons from Past Failures• Introducing the public beta for Cisne.ai – the AI-Native WFM solutionConnect with Natalie on LinkedIn – https://www.linkedin.com/in/pereznatalie/ Cisne – https://www.cisne.ai/ Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/

The 1999 Dance hit, “Praise You” by Fatboy Slim uses NINE samples, including vocals by Camille Yarbrough from the opening of her song, “Take Yo’ Praise.” It was incredibly successful, reaching #1 in the UK charts and #36 in the US, simply by using building blocks already established by others. Fatboy Slim recognized bits that worked in other compositions, from the Steve Miller Band to Isaac Hayes. He then simply took pieces that already worked and made them his own. Building successful teams requires coaching. But how do you go about doing that? Brent Pattison built his own model based on what he’s seen worked through during his three-decade career in contact center operations. He joins the show to discuss what works, and his tactical book for team leaders, PRAISE. • The Purpose Behind 3P Solutions• The Importance of Coaching in Business• Common Coaching Mistakes• The Role of Documentation• Building Relationships through Notetaking• Creating Alignment in Organizations• Barbeque Recommendations for visitors to Kansas CityConnect with Brent on LinkedIn – https://www.linkedin.com/in/tarapaton/ Email Brent – brent@3psolutions.ca Praise: The Cornerstone of Coaching to Success for Managers and Supervisors – https://www.amazon.com/Praise-Cornerstone-Coaching-Managers-Supervisors/dp/1068853514/ref=sr_1_1 Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/

The Goonies were kids who lived in the “Goon Docks” – a blue-collar neighborhood whose existence is threatened by the development of a country club. Sean Astin, playing Mikey, has led them on an adventure in search of One-Eyed Willy’s rich stuff – a treasure everyone else had dismissed as mythical. For decades, contact centers have been like the Goon Docks – a place where good people do good work but a place that never garnered much respect from the country club set. But just like One-Eyed Willy’s rich stuff changed the course of the Goonies, the previously hidden treasure trove of data in the contact center is emerging through the power of technology, particularly AI. Rick DeLisi joins to discuss new research conducted by Glia and Metric Sherpa. Despite some current disconnects, he’s excited about the evolution of the contact center and says right now, it’s our time.• The Lasting Impact of The Effortless Experience• Navigating New Metrics and Expectations• What Personalization Really Means• How Contact Centers are Reinvesting in the Age of AI• The Emergence of AI for All• The Strategic Value of Contact CentersConnect with Rick on LinkedIn – https://www.linkedin.com/in/rick-delisi-1122257/ Glia – https://www.glia.com/ Metric Sherpa – https://metricsherpa.com/ Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/

The 1948 Ford Deluxe that Kenickie worked all summer for was a car in the academic sense – it had 4 wheels and an engine. But with a little imagination, effort, and teamwork, it could become something special – a car so fast it could be compared to greased lightnin’. In the 1978 film adaptation of Grease, this car wouldn’t just get fixed, it would become something magical. The typical model of customer service is well known but when Todd Unger joined the American Medical Association as their CXO, he realized that customer service wasn’t fueling growth. To do that, he’d have to use a little imagination, effort, and teamwork to create a CX department that was special – one that could meet the needs of modern customers who speed through the buying process in just seconds. • The Tornado Funnel: Redefining Customer Journeys• Customer Segmentation: Understanding Your Audience• The Nod: Emotional Insights in Marketing• The Importance of a Smooth Checkout Experience• Reducing Friction in Customer Experience• The Role of Technology in Customer Experience• Empowering Customer Service Teams• The Leadership Role in Customer Experience• Personal Insights and Future AspirationsConnect with Todd on LinkedIn – https://www.linkedin.com/in/toddunger1/ The 10-Second Customer Journey – https://www.toddunger.com/ Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/

The last hit single by the English ska revival band, The Specials, also known as the Special AKA, came in 1984 just before the band dissolved. Free Nelson Mandela became an anti-apartheid anthem and even reentered the UK Singles Chart in 2013 following the news of Mandela’s death. While the lyrics mention 21 years in captivity, it would still be another 6 years before Mandela was set free in 1990. 4 years later, he would win the Presidency. The song was the product of a revised lineup of the band after 3 members of the band left in 1981. Many, many, many bands undergo lineup changes. The process of finding replacements for key roles within the band can stall the output of the band significantly. In this particular case, it was 3 years before a new lineup was solidified and a new full-length album was recorded. Bands often struggle with departures because there’s no “bench” to draw from. They must hire new talent. If a business were to go 3 years trying to figure out their “lineup” after one or more key players left, well, there would likely be no business left. That’s why succession planning is so important. Gina Reilly Coates joins me for the first episode of Season 5 of Next in Queue and we discuss:• Leadership and the Role of Succession Planning• Team Member Development• Stretch Roles and Their Impact• Preparing for Interviews• Understanding Company Culture in Interviews• The Role of Communication in Leadership• A Travel and Spirits Pairing You Won’t Want to MissConnect with Gina on LinkedIn – https://www.linkedin.com/in/ginamreilly/ Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/

You probably don’t know the singer/songwriter of the 1982 song “Where Everybody Knows Your Name.” But since it’s considered perhaps the best TV theme song of all time, you likely already have the bar from Cheers in your mind’s eye. Gary Portnoy wrote or co-wrote songs (including themes) for many other shows in the 80s, including Fame, Mr. Belvedere, and Punky Brewster but this one still resonates today. When Norm enters the bar, he’s greeted by name (loudly) and the staff knows exactly what he wants. That’s the Cheers Model, says Nick Glimsdahl – the personal touch that makes you feel welcomed and seen. We all know AI is coming to a customer service center near you, but Nick’s new book explores how we can embrace AI but still be human-centric. It’s a business parable and a practical playbook rolled into one.• The Importance of Personal Connection in Customer Experience• Nick’s Vision for the Role of AI in Customer Service• Navigating AI Implementations• Change Management and Organizational Dynamics• Common AI Traps and How to Avoid Them• The Evolution of AI and Future ConsiderationsConnect with Nick on LinkedIn – https://www.linkedin.com/in/nickglimsdahl/ The Heart of Service – https://www.amazon.com/dp/B0FH5HPZK7/ref=cm_sw_r_ffobk_cp_ud_dp_02FJ2R3Y8TF5E5HES9ZD_1 Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

The Ohio band, The McCoys, scored this #1 hit in 1965. While the narrator of the song loves Sloopy, it seems the rest of the world feels very differently – “everybody tries to put my Sloopy down.” The song is a signature at The Ohio State University football games and it also played prominently during games of the Cleveland Guardians, Cleveland Browns, and Cleveland Cavaliers. In 1985, it was designated the state’s official rock song by the Ohio General Assembly. So Sloopy has incredibly dedicated fans but also gets looked down upon by most. Sound familiar? Anyone who’s been in the BPO space for a while can probably relate. Make no mistake, there are problems with some BPOs just as there are problems with some companies in just about any sector. But Kevin Zyskowski said hang on, I want to create a BPO that I love. Not once, but twice. I wanted to find out what lessons he’s learned from those experiences. • The Motivation Behind Starting a BPO• How Incentives impact Employee Morale• Contract Negotiations and Business Models • The Evolution of Remote Work • Changes in Labor Costs and Market Dynamics • Technological Advancements in Customer Service • Surprising Lessons Learned in the Fast Food IndustryConnect with Kevin on LinkedIn – https://www.linkedin.com/in/kevinzyskowski/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

Bruce Campbell’s return as Ash in the 1992 cult classic, Army of Darkness, illustrated how the specific words we use are critical to success. After his accidental transportation to 1300 A.D., Ash must retrieve the Necronomicon, the Book of the Dead, before he can return home. But to close the portal opened by the book, he must first recite the 3-word phrase, “Klaatu Barada Nikto.” It turns out that using a single wrong word has serious consequences.You probably won’t have to battle an army of the dead because you miscommunicated with a customer, but those who’ve been involved in customer service and support know that customer interactions can feel like a battle. Kevin Steele learned that shifting your perspective of the customer can turn an adversarial interaction into a partnership and he joins to share how to make that happen.• Mac vs. PC• The Reluctance to Engage with Support• Shifting Perspectives• Building Trust through Communication• Navigating Customer Relationships• The Power of Feedback• Exploring Cthulhu and the UnknownConnect with Kevin on LinkedIn – https://www.linkedin.com/in/kevsteele/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

NSYNC’s 2000 hit, Bye Bye Bye, has been streamed over a billion times on Spotify. The late 90’s and early 2000’s saw a resurgence of the “Boy Band” – a term applied to vocal groups consisting of young men whose performances were marketed primarily to girls and young women. Boy Bands were often “created” rather than forming organically. The 60’s band The Monkees, is perhaps the first example. The template for success had already been established by New Kids on the Block in the early 90s. Backstreet Boys proved the template worked and NSYNC followed it, achieving similar success.From The Monkees to Meneudo to K-Pop, history has shown that a solid foundational, well-choregraphed template leads to success more often than simply “wingin’ it.” The same is true of leading people. But the disappointing reality for many first-time leaders is that they’re often expected to wing it and hope for success. Erika Taylor-Beck is on a mission to help leaders stop wingin’ it and start churning out success using tried and true methods. • The Importance of Leadership Training• Communication and Culture in Leadership• Handling Difficult Conversations• The Role of Documentation • Documenting Successes and Building Rapport• Transitioning from Peer to Manager• The Art of Delegation• Tailoring Leadership Styles to Individual NeedsConnect with Erika on LinkedIn – https://www.linkedin.com/in/erika-r-taylor-beck/ Authentic Foundations – https://authenticfoundations.podia.com Book a Free 30-Minute Strategy Session – https://cal.com/erika-taylor-beck-4esqwd/30min Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

A long time ago, in a podcast season far, far away, it is a dark time for the inhabitants on planet earth. A novel virus has caused a global pandemic. A year in, many are adjusting to a “new normal” that includes working from home when possible. The social isolation has resulted in an explosion of media including niche podcasts. Relentlessly pursued by one of these aspiring Rebel podcasters, the renowned CX expert, Brian Dunphy, has acquiesced an invitation to appear as a guest. Little does Brain know that this interview is actually a covert mission to uncover the secret plans of the Disney+ IVR. • How this native New Yorker ended up “down unda”• The transformation of Postmates• His journey to Warby Parker• The transition from “insourcing” to “outsourcing” • Lessons from launching Disney+ Support Operations • Advice for Customer Support in any galaxy and any timeConnect with Brian on LinkedIn – https://www.linkedin.com/in/brian-dunphy/C-Lect Consulting – http://www.c-lect.com Darth Vader Cover Art – https://www.deviantart.com/keyadfdf/art/MLBB-Argus-Darth-Vader-PNG-1027375004 Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

It’s only fitting that this 1977 #1 Country Hit is sung by Johnny Paycheck. The David Allen Coe written song inspired a 1981 film of the same name. The narrator of the song has realized that he should leave his job, but he hasn’t quite worked up the nerve to quit. Many people have found themselves in similar situations, clinging onto their job security despite knowing they’re in the wrong role or company.Job Security is a thing of the past, says Sarah Betts – at least in the way it’s typically been viewed. She reveals a new kind of job security that she learned from Support Driven’s Scott Tran and we discuss why it’s so difficult to find a new role today and strategies to overcome those challenges. • The Changing Landscape of Job Security• Upskilling and Networking• Recognizing When to Leave a Job• The Impact of Job Hopping on Career Opportunities• Navigating the Job Market Today• The Importance of Fit in Employment• Empowerment and Identity in CommunicationConnect with Sarah on LinkedIn – https://www.linkedin.com/in/sarah-betts-dunn/ Vizit – https://www.vizit.com/ National Oldtime Fiddlers’ Contest & Festival – https://www.fiddlecontest.org/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/