Started from the Bottom featuring Alisha (Ali) Joseph

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תוכן מסופק על ידי Rob Dwyer. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי Rob Dwyer או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.

Netflix Sports Club Podcast

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America’s Sweethearts: Dallas Cowboys Cheerleaders Season 2 - Tryouts, Tears, & Texas 32:48

לפני 24 ימים32:48

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32:48

America’s Sweethearts: Dallas Cowboys Cheerleaders is back for its second season! Kay Adams welcomes the women who assemble the squad, Kelli Finglass and Judy Trammell, to the Netflix Sports Club Podcast. They discuss the emotional rollercoaster of putting together the Dallas Cowboys Cheerleaders. Judy and Kelli open up about what it means to embrace flaws in the pursuit of perfection, how they identify that winning combo of stamina and wow factor, and what it’s like to see Thunderstruck go viral. Plus, the duo shares their hopes for the future of DCC beyond the field. Netflix Sports Club Podcast Correspondent Dani Klupenger also stops by to discuss the NBA Finals, basketball’s biggest moments with Michael Jordan and LeBron, and Kevin Durant’s international dominance. Dani and Kay detail the rise of Coco Gauff’s greatness and the most exciting storylines heading into Wimbledon. We want to hear from you! Leave us a voice message at www.speakpipe.com/NetflixSportsClub Find more from the Netflix Sports Club Podcast @NetflixSports on YouTube, TikTok, Instagram, Facebook, and X. You can catch Kay Adams @heykayadams and Dani Klupenger @daniklup on IG and X. Be sure to follow Kelli Finglass and Judy Trammel @kellifinglass and @dcc_judy on IG. Hosted by Kay Adams, the Netflix Sports Club Podcast is an all-access deep dive into the Netflix Sports universe! Each episode, Adams will speak with athletes, coaches, and a rotating cycle of familiar sports correspondents to talk about a recently released Netflix Sports series. The podcast will feature hot takes, deep analysis, games, and intimate conversations. Be sure to watch, listen, and subscribe to the Netflix Sports Club Podcast on YouTube, Spotify, Tudum, or wherever you get your podcasts. New episodes on Fridays every other week.…

לפני שנה 51:51

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Most of us will not realize the kind of success that Drake has, but that doesn’t mean we can’t start from the bottom and reach heights we didn’t expect. A consistent theme I hear from leaders in Customer Support and Customer Service is exactly that – they started from the bottom as an agent and then realized the “job” could be a successful career. Alisha Joseph started from the bottom, and she joined the show to talk about how support roles can be transformational for people.

• The Importance of Customer Support Opportunities• The Impact of Support Roles on Personal Growth• The Value of Diverse Backgrounds in Customer Service• Second Chances and Success Stories in Support Roles• Leadership and Empathy in Action• Building Future LeadersConnect with Ali on LinkedIn – https://www.linkedin.com/in/alijoseph/

Savvy Service Pro Learning Solutions – bit.ly/SavvyServicePro

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

201 פרקים

#Business #Rob Dwyer

Started from the Bottom featuring Alisha (Ali) Joseph

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published לפני שנה

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MP3•בית הפרקים

Savvy Service Pro Learning Solutions – bit.ly/SavvyServicePro

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

201 פרקים

#Business #Rob Dwyer

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It Just Takes Some Time featuring Raymond Stover 40:39

לפני 4 ימים40:39

40:39

In 2001, after having been dropped from their label, Jimmy Eat World released their 4th album, Bleed American. Because they were financing the recording themselves, they decided to keep things simple. “The Middle” reflects how the band was feeling – “left out or looked down on” – but it was also a song about encouragement. As the song says, sometimes “it just takes some time” to find that place where “everything will be alright.” The song was a breakthrough, topping the Modern Rock charts and hitting number 5 on the Billboard Hot 100. Belonging is a powerful thing. There are millions of differently abled Americans who feel like they get left out or looked down on because people don’t think they’re able to do a lot of things, including specific jobs. But not only does technology help overcome certain barriers, a disability in one sense can often create unique superpowers. Raymond Stover shares how the Blind and Visually Impaired community use their listening superpower to be incredible contact center agents. • Raymond's Journey in the Call Center Industry• A Unique BPO Experience• Innovative Solutions for Blind Agents• Performance Insights of the Blind and Visually Impaired• The Impact of Environment on Agent Performance• Technology Integration for the Blind and Visually Impaired• The Future of Customer InteractionsConnect with Raymond on LinkedIn – https://www.linkedin.com/in/stoverraymond/ MyCallCloud – https://www.mycallcloud.com/ Blind Institute of Technology – https://blindinstituteoftechnology.org/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Hang On featuring Kevin Zyskowski 1:00:34

לפני 18 ימים1:00:34

1:00:34

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/…

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Welcome Back featuring Erica Marois 44:34

לפני 25 ימים44:34

44:34

John Sebastian is probably best known for his time with the ‘60s band, The Lovin’s Spoonful. But in 1976, he scored a #1 hit with Welcome Back, the theme song to Welcome Back, Kotter. A sitcom about a wise-cracking teacher who has returned to his high school alma-mater to teach a remedial class of students, Welcome Back, Kotter featured a group of students who are viewed by most as misfits. But they are also their own close-knit little community. As John Travolta’s Vinnie Barbarino puts in the pilot episode, “This is my place. And these, these are my people.” That feeling of community that drew Gabe Kotter back to James Buchanan High School isn’t all that different than the feeling that drew Erica Marois back to ICMI. After several years away from the contact center industry, Informa, the parent company of ICMI and HDI among others, asked her to come back to the community she always knew was home. • The Complexities of the Grocery Industry• The Importance of Community in Contact Centers• Getting Reacquainted with the Contact Center Industry• The Evolution of Work-from-Home Dynamics• Fostering Community Engagement and Connection• The Convergence of IT Support and Customer Experience• Innovative Community Engagement InitiativesConnect with Erica on LinkedIn – https://www.linkedin.com/in/ericastrother/ Reach out to Erica via email: erica.marois@informa.com Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Something’s Amiss featuring Kevin Steele 52:00

לפני 7 weeks52:00

52:00

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/…

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We Started Out Friends featuring Reagan Helms 40:47

לפני 8 weeks40:47

40:47

20 years ago, American Idol winner, Kelly Clarkson, blanketed the airwaves with Since U Been Gone. The song explores the aftermath of a now-ended relationship. While break-up songs often express longing, regret, and sadness, Since U Been Gone is a realization of how much better things are now. It also expresses the feeling of finally recognizing red flags that have been in plain sight for a while. These feelings are not exclusive to romantic relationships. People get emotionally connected to software they use at work all the time. And sometimes, they start rethinking their commitment, especially when the relationship feels one-sided. Reagan Helms has led Support at Planning Center for 15 years and during his last appearance on the show during Season 2, he compared his relationship with his support platform to marriage. But recently, that relationship soured and he’s moving on. • Warning Signs in SaaS• The Migration Dilemma• Vetting New Solutions• AI That Actually Works• Preparing for ChangeConnect with Reagan on LinkedIn – https://www.linkedin.com/in/reagan-helms/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Bye Bye Bye featuring Erika Taylor-Beck 51:47

לפני 9 weeks51:47

51:47

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/…

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Next in Queue Quarter in Review (2025 Q1) 21:13

לפני 10 weeks21:13

21:13

Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from thefirst quarter of the year. This episode features great moments from John Walter, Ian Storm, Chris Gillen, Neal Woodson, Afshan Kinder, Mike Kendall, and Beth Karawan. Chapters John Walter – 1:01 Ian Storm – 7:33 Neal Woodson – 10:14 Afshan Kinder – 13:18 Mike Kendall – 15:28 Beth Karawan – 18:12…

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May the 4th be in Queue featuring Brian Dunphy 48:15

לפני 11 weeks48:15

48:15

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/…

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Do We Have Fans? featuring Priscilla Brooke 55:05

לפני 12 weeks55:05

55:05

It’s highly unlikely that you’ll start a podcast and quickly gain the kinds of fans depicted in this scene from Only Murders in the Building. Selena Gomez, Martin Short, and Steve Martin’s characters not only share an interest in true crime podcasts, but they also start their own podcast while investigating a murder in their apartment building on Manhattan’s Upper West Side. But that doesn’t mean you shouldn’t start a podcast. Podcasts are a medium for connection and community engagement, says Priscilla Brooke. She leads the Podcaster Success team at Buzzsprout, a podcast hosting service known for its user-friendly interface and ease of use. • Understanding Buzzsprout and Its Role• The Evolution of Podcasting• Expectations vs. Reality in Podcasting• Launching the 'Happy to Help' Podcast• The Vulnerability of Podcasting• Understanding Customer Support Dynamics• The Impact of Automation on Customer Expectations• Building Personal Connections in Customer SupportConnect with Priscilla on LinkedIn – https://www.linkedin.com/in/priscilla-brooke-91595854/ Buzzsprout – https://www.buzzsprout.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Take This Job and Shove It featuring Sarah Betts 48:48

לפני 13 weeks48:48

48:48

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/…

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Started from the Bottom featuring Alisha (Ali) Joseph 51:51

לפני 14 weeks51:51

51:51

Love him or hate him, Drake’s 2013 hit, Started from the Bottom, is unforgettable. It resonates, not only because of its musical simplicity, but also because it celebrates the rise from scrappy beginnings to success. It’s the epitome of “The American Dream.” Most of us will not realize the kind of success that Drake has, but that doesn’t mean we can’t start from the bottom and reach heights we didn’t expect. A consistent theme I hear from leaders in Customer Support and Customer Service is exactly that – they started from the bottom as an agent and then realized the “job” could be a successful career. Alisha Joseph started from the bottom, and she joined the show to talk about how support roles can be transformational for people. • The Importance of Customer Support Opportunities• The Impact of Support Roles on Personal Growth• The Value of Diverse Backgrounds in Customer Service• Second Chances and Success Stories in Support Roles• Leadership and Empathy in Action• Building Future LeadersConnect with Ali on LinkedIn – https://www.linkedin.com/in/alijoseph/ Savvy Service Pro Learning Solutions – bit.ly/SavvyServicePro Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Blue Magic featuring JD Fairweather 53:24

לפני 15 weeks53:24

53:24

Ridley Scott’s 2007 film, American Gangster, told the story of Harlem drug lord, Frank Lucas. Frank, played by Denzel Washington, confronts Nicky Barnes about the quality of the product he’s distributing in this scene. Nicky isn’t exactly receptive to this feedback. His focus is on short-term profits while Frank takes a longer-term view of the business and customer perception of the brand. Quality, be it the quality of a product, or the quality of service are huge components of brand reputation. For any product or service, ensuring consistent, high-level quality comes at a cost. This is also true of contact centers. New advancements in technology are changing the financial cost of an effective quality assurance program, while also presenting new value to the businesses who care about how customers perceive their brand. ApexCX Sr. Consultant, JD Fairweather, brings his expertise to this conversation about the evolution of QA in contact centers. We discuss: • Introduction to Quality in Contact Centers• The Evolution of QA Processes• Challenges in Quality Assurance and Agent Evaluation• The Emerging Role of AI in QA• Transforming Quality Assurance for Better Insights• The Future of QA in Contact CentersConnect with JD on LinkedIn – https://www.linkedin.com/in/jdfairweather/ ApexCX – https://apexcx.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Donuts are Deceptively Hard featuring Beth Karawan 49:55

לפני 16 weeks49:55

49:55

During the first season of The Bear, Sydney talks to Marcus about his vision for making donuts for the restaurant, The Original Beef. Sydney, too, has visions for how to improve the restaurant, among them having online takeout orders to increase revenue. Both find themselves distracted from the nuts and bolts of running a restaurant by their desires to make dramatic improvements. Beth Karawan knows a little something both about the nuts and bolts of restaurants and the challenge of making donuts. She also knows that there are no quick fixes to CX and being distracted by your desires to make dramatic changes can backfire spectacularly, just like they did for The Original Beef. We discuss: • The Sweet Start: Donuts and Life Changes• The Reality of Customer Experience• Women in CX: Recognition and Representation• Behavior Change in Customer Experience• The Measurement Dilemma• The Human Element in Customer Experience• The Value of Experience Over PriceConnect with Beth on LinkedIn – https://www.linkedin.com/in/bethkarawan/ ImprintCX – https://imprintcx.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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The Truth is Out There featuring Chris Carter 51:54

לפני 17 weeks51:54

51:54

There are cult classics and then there are cult classics that simply become classics. First airing In 1993, Chris Carter’s The X-Files falls into the latter category. With a mix of sci-fi and paranormal phenomena, The X-Files pioneered the true-believer vs. skeptic formula while exploring the unknown. Although evidence of aliens may still be elusive, there are many other unknowns we’re all exploring as AI creeps into our everyday lives. I asked Chris Carter to help explore the impacts on employee and customer experience. No, this Chris Carter didn’t create The X-Files, but we still dig into the unknown. We discuss: • Understanding Employee Experience in Customer Service• Strategies for Listening to Employees• The Role of AI in Employee Support• Balancing Efficiency and Employee Experience• Customer Choice and AI Interaction• Building Personal Connections in Customer Service• Rethinking Employee Experience in Contact CentersConnect with Chris on LinkedIn – https://www.linkedin.com/in/cartertx/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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There’s a Story in Your Voice featuring Mike Kendall 52:49

לפני 18 weeks52:49

52:49

Not every song is a hit. This Elvis cut titled, “There’s a Story in Your Voice,” was not. No, not that Elvis. Elvis Costello is a member of the Rock and Roll Hall of Fame despite modest commercial success. His range, both in performing and writing, spans rock, jazz, R&B, country, Tin Pan Alley, and even classical music. This duet with Lucinda Williams, off the 2004 album, The Delivery Man, explores truths only revealed when we really listen to and/or share experiences with another person. There’s a story in every customer’s voice as well, if we’re ready to listen and/or share experiences with them. VOC (Voice of the Customer) programs have existed for decades, but much like Elvis Costello’s music, they are ever evolving. Today’s guest, Mike Kendall, is pioneer in Customer Experience and Product Innovation with work spotlighted in Harvard Business Review, Fred Reichheld’s The Ultimate Question 2.0, and CustomerThink, and together, we explore the evolution of VOC. We discuss: • Navigating Customer Feedback• The Role of Net Promoter Score• Human Factors in Customer Experience• Integrating Qualitative and Quantitative Insights• Operationalizing Voice of Customer• Understanding Customer Feedback Systems• Learning From Failures in VOC Implementations Connect with Mike on LinkedIn – https://www.linkedin.com/in/mikekendall/ The Customer Lab – https://www.thecustomerlab.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Started from the Bottom featuring Alisha (Ali) Joseph

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Started from the Bottom featuring Alisha (Ali) Joseph