Take a savory stroll through the best bites of Season 1.

10:47

VoC is not NPS. It's not CSAT. It's...well, one thing we know: it's vital for CX success.

10:56

In this classic chicken-or-egg toss-up, we look at how to create connected experiences and overcome silos. So, which comes first?

8:20

“If it’s free, take three”…or at least that’s wha got me through college. But for callback, are the built-in solutions as free as they seem?

10:27

People need confidence when making a purchase. Is your CX set up to offer that?

8:43

Would you guess that ChatGPT, a boy's birthday party, and self-driving cars could be a conversation about contact center trends?

18:21

For contact centers, meeting the need for speed is a necessity for maximizing efficiency and boosting cost savings across the board.

8:30

What's the difference between a freezer pizza and your favorite pie? The ingredients might be similar, but it all comes down to the recipe.

8:43

You call the 800 number, you’re on hold, and you’re asked if you’d like to be called back when it’s your turn. A callback’s a callback…right?

9:39

The fact that your customers call before buying might just be the secret to turning your contact center into a revenue center.

7:29

Sam picks the top four metrics that you absolutely need to focus on if you wanna make real change in your contact center.

11:42

Sam interviews seasoned contact center pros and distills their input down to three best practices to manage your contact center.

10:33

When you ignore follow-ups altogether, growth opportunities, customer satisfaction, and even revenue is left on the table.

8:58

Having a customer-centric foundation is a guaranteed recipe for business success—a recipe that’s plated best as a snack.

10:52

Seamless experiences will look different between industries, brands, departments—but the foundation they’re built on will always be the same.

11:14

Total Experience is quickly becoming the next step in customer-centric evolution. Haven't heard of it yet? Take a quick bite.

14:15

What are the most important pieces of a great customer experience? Site navigation? Zero hold times? Self-service? It's all about wowing.

9:29

Unhappy customers are bad news. Since consumers will leave after just one poor experience, preventing call center frustrations is clutch.

9:06

Customer experience is the purest of differentiators for today's enterprise brands. Are you thinking of how you're going to stand out tomorrow?

11:14

NPS and CSAT are big, overarching numbers that factor in dozens of inputs. Little did you know that contact centers stand to make major impacts.

10:37

You’ve heard a million different snake oil pitches to tune up your contact center. Join Sam to take it back to the fundamentals.

11:46

If your contact center is running on outdated tech, you’ll quickly lose the race to provide customers with seamless experiences.

10:43

Questions about virtual queueing? See why the biggest brands keep using it year after year.

9:17

The impacts of customer service hold time on a brand reaches far beyond most people think. In fact, it's not service if they're holding.

10:13

The impacts of customer service hold time on a brand reaches far beyond most people think. In fact, it's not service if they're holding.

9:11

Repeat callers are typically frustrated callers. And the reality is, they’re a massive drain on a contact center’s time, resources, and capital.

9:34

Nearly half of your customers EXPECT connected customer experiences. Are you delivering them? Here are 3 must-haves to make it happen.

10:24

We have a lot of love for our agents and reps out there. But do they feel it?

10:16

What do customer experience trends and Katy Perry have in common?

10:13

How do you shift the culture and makings of a decades-old machine?

10:15

It’s a common misconception that hold times are just bad for CX, because it’s actually more of a domino effect.

6:48