14 episodes

High-performing customer support teams have one thing in common: leaders who are committed to engaging the workforce to create exceptional customer experiences. Join the Playvox team and customer support leaders from around the industry as they share their stories. Are you ready to learn from the Masters of Support?

Masters of Support Playvox

    • Business
    • 5.0 • 1 Rating

High-performing customer support teams have one thing in common: leaders who are committed to engaging the workforce to create exceptional customer experiences. Join the Playvox team and customer support leaders from around the industry as they share their stories. Are you ready to learn from the Masters of Support?

    From WFM to WEM: How to Enable Better Service with Aarde Cosseboom

    From WFM to WEM: How to Enable Better Service with Aarde Cosseboom

    Aarde Cosseboom wrote the book on enabling better service. We mean, he literally wrote the book—it’s called “Enable Better Service.”

    On this episode of The Masters of Support Podcast, we talk with Aarde about his book, covering topics like:


    The transformation from workforce management (WFM) to workforce engagement management (WEM),
    How to move up in the CX industry,
    The comparison of working from home versus working in-office, and
    How all of this ties in to—you guessed it—enabling better service for your customers.

    Need to brush up on your WFM acronyms and terminology? Check out Playvox’s Customer Service Terminology glossary: https://www.playvox.com/resources/glossary/

    • 21 min
    Is It Confidence or the Dunning Kruger Effect? Why Contact Center Leaders Need Help Choosing the Right Technology

    Is It Confidence or the Dunning Kruger Effect? Why Contact Center Leaders Need Help Choosing the Right Technology

    Sebastian Anthony Corriere’s first job was at a contact center. And the experience taught him life skills that he credits with his success today as the founder of VesuvITas and a thought leader in the CX industry. He sits down with your host Vanessa Gates to tell his story and share his expertise. It’s time for Masters of Support.

    Relevant Resources:

    VesuvITas Contact Center Solutions and Consulting: https://vesuvitas.com/

    Make Every Agent Your Best Agent with WFM - Even Remotely: https://www.playvox.com/blog/workforce-management-for-remote-work/

    How to Manage a Remote Contact Center Now: 6 Best Practices: https://www.playvox.com/blog/how-to-manage-your-remote-contact-cent

    • 28 min
    Should You Treat Customers Like Friends? Meta Marketing Leader Shares His Take on Modern CX Expectations | Gabe Larsen, Head of Marketing at Kustomer-Meta

    Should You Treat Customers Like Friends? Meta Marketing Leader Shares His Take on Modern CX Expectations | Gabe Larsen, Head of Marketing at Kustomer-Meta

    Gabe Larsen, Head of Marketing at Meta, has a new report he wants to share with you. In it, he sheds light on what modern consumers expect from the customer experience.

    Would it surprise you to learn that they increasingly want to engage with brands the same way they do with their family and friends? Hear more and get other valuable insights on the Masters of Support Podcast.

    About Gabe: 

    Before his current role as Head of Marketing at Meta, Gabe kicked off his journey in the CX industry as Vice President of Marketing at Kustomer (acquired by Meta). While there, he not only led the marketing team to success, but also hosted the Customer Service Secrets Podcast, a show devoted to sharing customer service best practices from across industries.

    The Modern Age of CX Messaging Report: https://www.kustomer.com/guides/modern-age-of-cx-messaging/

    Customer Service Secrets Podcast: https://podcasts.apple.com/us/podcast/customer-service-secrets-by-kustomer/id1500089779\

    • 15 min
    Recession-Proof Your Customer Service with Scott Prater

    Recession-Proof Your Customer Service with Scott Prater

    Scott Prater, Senior Vice President at PPT Solutions, wants to help you recession-proof your customer service department.
    On The Masters of Support Podcast, he shares the things that can help future-proof your business: being on the cloud, having the right AI tools, understanding your customer experience, and more.

    • 24 min
    Reflect and Predict: A Look Back at 2022, a Look Ahead to 2023 | Kristyn Emenecker, Chief Product and Strategy Officer, Playvox

    Reflect and Predict: A Look Back at 2022, a Look Ahead to 2023 | Kristyn Emenecker, Chief Product and Strategy Officer, Playvox

    2022 is coming to an end, and the Masters of Support have been along for the ride. In this episode, we reflect on Kristyn Emenecker’s predictions for 2022: what did we get right, and what did we get wrong? Kristyn and Vanessa Gates speculate on what’s to come for the New Year, including thoughts on efficiency, emotional connectedness, and more.

    • 37 min
    "This Could Have Been an E-Mail": Sutherland Global on Innovative Ways to Engage Employees

    "This Could Have Been an E-Mail": Sutherland Global on Innovative Ways to Engage Employees

    “This could have been an e-mail.” We’ve all seen the meme where employees lament that the contents of a meeting could have been summed up in an e-mail. Sutherland Global noticed that their associates  weren’t attending meetings and decided to get creative.

    Sutherland Global’s Senior Project Manager, Charlene Petrie and Associate Project Manager, Alex Pratt, discuss how they’ve found a way to make sharing important news and updates with their employees more engaging—through a podcast. It’s all in this episode of Masters of Support.

    • 22 min

Customer Reviews

5.0 out of 5
1 Rating

1 Rating

Max Branding ,

Super insightful!

High-quality podcast from the high quality we expect from Playvox. Awesome deep dives into the topics that matter to customer support most. Fantastic

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