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Next in Queue
United States
เข้าร่วมเมื่อ 17 ก.ย. 2021
Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe. From CEOs to the frontlines, there are lessons and insights in every episode.
Dirty Little Secret featuring Casey Denby
The video for the 2005 hit, “Dirty Little Secret” by the All-American Rejects featured a montage of people holding up post cards sharing their own “dirty little secrets.” Secrets seem to be part of the human condition, and they’re not limited to individuals. Industries, companies, and functions within companies all have their own dirty little secrets. Sometimes, those secrets are simply a result of a problem without a solution.
One function of companies that has long held a dirty little secret is corporate training. It was a problem without a solution. But recently, a solution has emerged and Casey Denby is here to bring the secret out into the open and talk about how to solve the problem with technology.
We discuss:
• The dirty little secret of training programs
• The most important component of skill development
• The reason contact center retention rates are so bad right after training
• The key component to confidence
Connect with Casey on LinkedIn - www.linkedin.com/in/caseydenby/
Zenarate - www.zenarate.com/
Music courtesy of Big Red Horse - bigredhorseband.com/
Brought to you by Happitu - happitu.com/
One function of companies that has long held a dirty little secret is corporate training. It was a problem without a solution. But recently, a solution has emerged and Casey Denby is here to bring the secret out into the open and talk about how to solve the problem with technology.
We discuss:
• The dirty little secret of training programs
• The most important component of skill development
• The reason contact center retention rates are so bad right after training
• The key component to confidence
Connect with Casey on LinkedIn - www.linkedin.com/in/caseydenby/
Zenarate - www.zenarate.com/
Music courtesy of Big Red Horse - bigredhorseband.com/
Brought to you by Happitu - happitu.com/
มุมมอง: 11
วีดีโอ
These Go to Eleven featuring Jarad Haggard
มุมมอง 9วันที่ผ่านมา
While 1984’s This Is Spinal Tap was the genesis of the “mockumentary” genre, it hit so close to home that many viewers (even to this day) believe that Spinal Tap is a real band. The movie shows multiple event mishaps, including cancelled shows, improperly sized props, equipment malfunctions, and even a misbilling as a puppet show. Working as and with musicians (especially those in the rock/meta...
May I See Your Rental Agreement featuring Amas Tenumah
มุมมอง 12หลายเดือนก่อน
Customer Experience is on the decline in almost every sector. In 1987’s Planes, Trains & Automobiles, Steve Martin’s character embodied the frustration many customers feel today. His expletive-laden tirade at a disinterested and unhelpful car rental agent played by Edie McClurg might resonate with many customers today. If it were a real company, some might suggest Marathon Car Rental should hir...
You’re Gonna Need a Bigger Boat featuring Charlotte Ward
มุมมอง 11หลายเดือนก่อน
For nearly 50 years, a mere two musical notes have evoked suspense for those who have seen the 1975 film, Jaws. The movie launched the career of composer, John Williams, and the movie became the prototype of the summer blockbuster. Roy Schneider’s character, police chief Martin Brody, leads a small team of two experts to go after the beach town’s biggest problem - a man-eating great white shark...
We Have the Technology featuring Neal Travis
มุมมอง 112 หลายเดือนก่อน
The Six Millon Dollar Man (a.k.a. Steve Austin) was the result of an opportunity to design a man who was augmented with technology. The 70’s series ran from 1973 to 1978, if you include the first 3 “pilot” episodes that were actually made-for-TV movies. Its use of slow-motion combined with “bionic” sound-effects made Steve Austin (and Lee Majors, the actor who portrayed him) a major cultural ic...
Learning to Fly featuring Jeff Sheehan
มุมมอง 92 หลายเดือนก่อน
Customer Experience initiatives can often feel like we’re doing something as complicated as learning to fly. Tom Petty’s 1991 hit was inspired by a quote from a pilot who said that the hardest part was coming down. That safe landing is ultimately the return you’re looking for when you’re flying. It’s a fairly simple way to measure success. For Customer Experience initiatives, measuring success ...
Far From Home featuring Matt Beran
มุมมอง 132 หลายเดือนก่อน
Eternal Inflation is the idea that baby universes are being created all the time. It’s actually a dominant theory in cosmology today, not just an idea invented in the Marvel Cinematic Universe. When Tom Holland’s Peter Parker (aka Spiderman) starts babbling on about the multiverse in 2019’s Spider-Man: Far From Home, he’s actually babbling about current quantum mechanics and string theory. What...
Connections featuring Lynn Hunsaker
มุมมอง 142 หลายเดือนก่อน
In 1978, James Burke, a science historian, brought us the TV series Connections. His interdisciplinary approach to exploring the history of scientific achievements demonstrated how interconnected so many things were. Burke’s contention was that one cannot consider the development of any piece of the modern world in isolation. Isolationist thinking is, of course, not limited to science. It happe...
They've Done Studies, You Know featuring Graham Hill
มุมมอง 103 หลายเดือนก่อน
Just because you attach numbers to something doesn’t necessarily give it credence - Even Ron Burgundy can sniff that out. This scene from 2004’s Anchorman: The Legend of Ron Burgundy featuring Will Ferrell as the title character and Paul Rudd as Brian Fantana encapsulates a quote popularized by Mark Twain - “There are three kinds of lies: lies, damned lies, and statistics.” Business decisions a...
You Give Me One Shot featuring Bryce Cressy
มุมมอง 403 หลายเดือนก่อน
The 2013 film, Wolf of Wall Street, perfectly illustrates the power of FOMO in this scene. Leonardo DiCaprio’s character, Jordan Belfort, uses a detailed sales script to elicit FOMO to drive stock purchases from strangers. First identified in 1996 by marketing strategist Dr. Dan Herman, FOMO, or Fear Of Missing Out, is a driving force behind many decisions we make in the modern age. In part, th...
The Bright Side of Life featuring Matt Kendall
มุมมอง 403 หลายเดือนก่อน
The Bright Side of Life featuring Matt Kendall
Looking Down the Barrel of a Gun featuring Rachel Williams
มุมมอง 294 หลายเดือนก่อน
Looking Down the Barrel of a Gun featuring Rachel Williams
We’re a New Wave Band featuring David Powers
มุมมอง 104 หลายเดือนก่อน
We’re a New Wave Band featuring David Powers
Who the Hell Are You featuring Lindsay Haun
มุมมอง 184 หลายเดือนก่อน
Who the Hell Are You featuring Lindsay Haun
This Doesn’t Just Happen featuring Sarah Caminiti
มุมมอง 194 หลายเดือนก่อน
This Doesn’t Just Happen featuring Sarah Caminiti
Get Off of My Cloud featuring Fred Stacey
มุมมอง 225 หลายเดือนก่อน
Get Off of My Cloud featuring Fred Stacey
If Droids Could Think There’d Be None of Us Here featuring Luke Jamieson
มุมมอง 485 หลายเดือนก่อน
If Droids Could Think There’d Be None of Us Here featuring Luke Jamieson
Good Against Remotes is One Thing featuring Kaspars Kirsis
มุมมอง 505 หลายเดือนก่อน
Good Against Remotes is One Thing featuring Kaspars Kirsis
Rock n Roll Pest Control featuring Margaret Garcia
มุมมอง 175 หลายเดือนก่อน
Rock n Roll Pest Control featuring Margaret Garcia
Who Do You Trust featuring Dawud Gordon and Ivan Milenkovic
มุมมอง 445 หลายเดือนก่อน
Who Do You Trust featuring Dawud Gordon and Ivan Milenkovic
It’s Not About Us featuring Sarah Hatter
มุมมอง 306 หลายเดือนก่อน
It’s Not About Us featuring Sarah Hatter
There’s Only One Thing Wrong with this Car featuring Alyona Medelyan
มุมมอง 186 หลายเดือนก่อน
There’s Only One Thing Wrong with this Car featuring Alyona Medelyan
Would You Like to Play featuring Kent Morita
มุมมอง 316 หลายเดือนก่อน
Would You Like to Play featuring Kent Morita
Please Mr. Postman featuring Michael Mattson
มุมมอง 307 หลายเดือนก่อน
Please Mr. Postman featuring Michael Mattson
I’m Just Gonna Say You’re a Farmer featuring Dan Smitley
มุมมอง 707 หลายเดือนก่อน
I’m Just Gonna Say You’re a Farmer featuring Dan Smitley
You are so correct!😊
Well well well. Thanks for having me on! Was a really fun hour
My girlfriend feeds kangaroos her veggie scraps over her back fence in the middle of the suburbs. They're literally our neighbours hahaha here in Australia. Also, great episode gentlemen!
That's so awesome!!
I can’t wait!!!! 3 more days!!!
Such a great conversation! Thanks so much for having me on the show, Rob.
So glad we could make this happen!
It was great fun being on the show, thanks for inviting us along, Rob!
It was a long time coming, Paul!
Thanks for having me at your show, Rob. Very much enjoyed out conersation :)
You're providing such an interesting experience for people and teams to explore decision-making!
@@nextinqueue Thanks, Rob. And it is a fun one, too :)
Haaa what a brilliant episode, thanks 😍
Helps when you have brilliant guests!
@@nextinqueue indeed 😉
She's a legend! Almost all the BPO here in PH uses her videos during Soft Skills Training. This was fun to watch.
She is a legend indeed!
Your intros are top notch!
I appreciate that!
Love the logic behind your approach Steve. Rather than being on autopilot and just sending surveys because C level says to… as you say, it’s about having the resources assigned and the ‘system’ to take action and drive change..it’s not about the score it’s about the feedback and what you do with it!
Thank you. I hear Customer Success professionals often saying that they are annoyed by customers ghosting them... I say, look in the mirror! No point is asking (and risk annoying your customers) if you're not committed to address what they tell you.
Such a pleasure speaking with you Rob, I wonder how your office look like now?? 😍
It looks so much better, but maybe still a bit watery. 🤷♂️
What a great episode!
Glad you enjoyed it, Travis!
That’s my dad!
I have to assume you mean Doug. 😉😂
Rick was my site leader while I was in CVG... a true Leader!
Great bumper music! Whoa, heavy....
You can download the entire tune at bigredhorseband.com 😉
Rick knows more about Colombia than any Colombian I know!! 😀
That is our Mags!!!!!
She is the best 🙏🙏🎉🎉🎉🎊🎊
Great podcast. Interesting and informative.
Glad you enjoyed it!