Episode released on 17. July 2027

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Introduction

In this enlightening episode of the CX Goalkeeper Podcast, we delve into the intricate world of contact centers and BPOs. Our host, Gregorio Uglioni, engages in a thought-provoking conversation with industry expert Rob Dwyer, exploring a range of topics from prioritizing customer experience to fostering an innovation mindset. The discussion also touches on the delicate balance between speed and quality in service delivery, the role of employees in the innovation process, and the importance of leadership in contact centers. This episode is a treasure trove of insights and advice for anyone interested in customer experience and leadership in the context of contact centers and BPOs.

Rob Dwyer

Our guest, Rob Dwyer, brings a wealth of experience and knowledge to the table. He is a part of two companies, Customer Direct, a US-based outsourcer, and Happitu, a software platform that supports agents with real-time guidance and leadership insights derived from sentiment analysis and speech analytics. Rob’s career is driven by a profound value – helping others, which is evident in his work, whether it’s helping people finance their homes or aiding them in excelling in their roles. He also hosts a podcast called Next in Queue, where he shares his insights and experiences in the industry. His perspectives and experiences make this episode a must-listen for anyone interested in the contact center and BPO industry.

Episode chapters

Rob’s Golden Nugget

“Delivering exceptional customer experience doesn’t have to be a complex or costly endeavor. It doesn’t always require high-tech solutions, although they can certainly be beneficial. The key is to view your customer as an individual and strive to enhance their experience, even just a little, each day. By doing so, you’ll naturally discover creative and innovative ways to achieve this goal. These memorable experiences can make a lasting impression, whether it’s a simple shopping trip or a more significant interaction.”

Deep Dive into the Discussion

In this riveting episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a thought-provoking conversation with Rob Dwyer, a seasoned expert in the contact center and BPO industry. Rob’s vast experience spans two companies, Customer Direct, a US-based outsourcer, and Happitu, a software platform that supports agents with real-time guidance and leadership insights derived from sentiment analysis and speech analytics.

Rob’s life and career are driven by a profound value – helping others. This ethos has been a guiding light throughout his journey, from his time in the mortgage business to his current role in the contact center industry. He passionately believes in the power of lending a helping hand, whether it’s helping people finance their dreams or aiding them in excelling in their roles.

“I think the value that drives me is helping others.”

Rob is also the host of the podcast Next in Queue, a platform where he shares his insights and experiences in the industry. Available on various platforms like YouTube, Apple Podcasts, and Spotify, Next in Queue is a treasure trove of knowledge for anyone interested in customer experience and contact centers.

“I have a podcast called Next in Queue.”

Rob shares an intriguing story about a recent shopping experience where a simple question from a cashier transformed the mundane checkout process into a memorable game show-like experience. This anecdote beautifully illustrates how customer experience can be enhanced in simple, cost-effective ways that add a dash of fun for both the customer and the employee.

“I was at a store and the cashier turned the checkout process into a game show.”

When it comes to prioritizing customer experience in contact centers and BPOs, Rob emphasizes the paramount importance of focusing on the customer. He firmly believes that maintaining a culture of customer-first is the key to success. He also stresses the critical balance between speed and quality in service delivery. Efficiency is crucial, but the primary focus should always be on resolving the customer’s issue effectively.

“We have to keep the customer first.”

Rob delves into the role of technology in fostering an innovation mindset in a contact center. He shares how his company harnesses technology to solve challenges without compromising the quality of service delivery. They actively involve their employees in the innovation process, testing new products and features with their own contact center and gathering invaluable feedback from the actual users.

“We use technology to solve challenges.”

Rob acknowledges the challenge of employee turnover in contact centers and shares how his company has managed to maintain a positive culture and avoid high turnover rates. He also highlights the importance of leadership in creating a cohesive team that consistently delivers exceptional service to customers.

“We have managed to maintain a good culture and avoid high turnover rates.”

In conclusion, Rob emphasizes that the “secret sauce” in any organization is about relationships. He encourages all leaders to focus on developing strong relationships as it tends to lead towards success.

“The secret sauce is about relationships.”

#cxgoalkeeper, #CustomerExperience, #ExperienceManagement, #Leadership, #Transformation, #BruceTemkin

• APPLE
• Spotify
• Amazon
• Google
• Stitcher