Next in Queue

Rob Dwyer
Next in Queue podcast

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.

  1. 30 AUG.

    Different Strokes for Different Folks featuring Bunyamin Cankirli

    While it was Muhammad Ali who first used the phrase “different strokes for different folks” when referring to his fighting style, it was Sly and the Family Stone who embodied how we think of it today. While they weren’t the first group to feature both black and white musicians, or male and female musicians, or be a vocal group, or be a rock band, or have a horn section and gospel backing vocals, they were the first to do ALL of these things at the same time. And their 1968 #1 hit Everyday People was a plea for us all to recognize and accept each other’s differences. As business becomes increasingly global, acknowledging and embracing cultural relativity leads to stronger teams and better performance, says Bunyamin Cankirli. Today, he’s a Sr. Solutions Architect with Concentrix, a global BPO. In his decade with Concentrix, he’s experienced so many different folks and learned how to use different strokes of communication to drive team success. We discuss: • Cultural Biases • High- and Low-Context communications • Teamwork and Organizational Goals • Cultural Awareness and Leadership • Lessons from Sports and Coaching • Starting with Customer Experience • Creating a Winning Culture Connect with Bunyamin on LinkedIn – https://www.linkedin.com/in/bunyamincankirli/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

    58 min
  2. 16 AUG.

    You’re Gonna Need a Bigger Boat featuring Charlotte Ward

    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. But when he realizes the scope and size of the problem, he decides that his small team and their small boat may not be up to the task. Supporting customers when the customer-base is growing can feel a little like being on a sinking ship as well. But instead of one shark, there are dozens. Even when you manage to take care of one, there are more lurking in the water. You need a bigger boat and a bigger team. But building a bigger team is a balancing act. You need to consider tools, team chemistry, team structure, and how to ensure growth of support isn’t linear with the growth of customers. Charlotte Ward has navigated these waters before and is navigating them again with her support team at Snowplow. We discuss: • How highly technical customers impact the support approach • Single level vs. tiered support structures • How processes, tooling, hiring, and retention are impacted when scaling • How time tracking can identify areas for improvement • The role of AI in support • Breaking linear growth and evolving support Connect with Charlotte on LinkedIn – https://www.linkedin.com/in/charlottecward/ Customer Support Leaders – https://customersupportleaders.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

    56 min
  3. 9 AUG.

    We Have the Technology featuring Neal Travis

    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 icon of the decade. While the design process of The Six Million Dollar Man was a work of science fiction, business leaders like Neal Travis are constantly considering how new technologies can be implemented to improve current processes. Instead of battling foes in the Dutch countryside, Neal is thinking about how technology can improve community. He knows he can rebuild his community platform – he has the technology. He can make the AIHR Community “better than it was before… better, more engaging, more supportive.” We discuss: • The importance of community • Building a community platform and the measures of success • Moderation and voice of the customer • Community-led growth and premium access considerations • Trending topics in HR Connect with Neal on LinkedIn – https://www.linkedin.com/in/neal-travis/ Growth Support Podcast – https://www.growthsupport.io/ Academy to Innovate HR – https://www.aihr.com Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

    38 min

Info

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.

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