Next in Queue

Rob Dwyer

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. 2D AGO

    27 Years featuring Gina Reilly Coates

    The last hit single by the English ska revival band, The Specials, also known as the Special AKA, came in 1984 just before the band dissolved. Free Nelson Mandela became an anti-apartheid anthem and even reentered the UK Singles Chart in 2013 following the news of Mandela’s death. While the lyrics mention 21 years in captivity, it would still be another 6 years before Mandela was set free in 1990. 4 years later, he would win the Presidency. The song was the product of a revised lineup of the band after 3 members of the band left in 1981. Many, many, many bands undergo lineup changes. The process of finding replacements for key roles within the band can stall the output of the band significantly. In this particular case, it was 3 years before a new lineup was solidified and a new full-length album was recorded. Bands often struggle with departures because there’s no “bench” to draw from. They must hire new talent. If a business were to go 3 years trying to figure out their “lineup” after one or more key players left, well, there would likely be no business left. That’s why succession planning is so important. Gina Reilly Coates joins me for the first episode of Season 5 of Next in Queue and we discuss: • Leadership and the Role of Succession Planning• Team Member Development• Stretch Roles and Their Impact• Preparing for Interviews• Understanding Company Culture in Interviews• The Role of Communication in Leadership• A Travel and Spirits Pairing You Won’t Want to MissConnect with Gina on LinkedIn – https://www.linkedin.com/in/ginamreilly/ Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/

    36 min

  2. AUG 8

    Going Off the Rails featuring Shmuel Saklad

    When the “Prince of Darkness” aka Ozzy Osbourne was kicked out of Black Sabbath, he formed his own band with Randy Rhoads and Bob Daisley. Their first album, Blizzard of Ozz, spawned one of the greatest guitar riffs in Heavy Metal history. Crazy Train hit the Mainstream Rock Top 10 on Billboard after its 1980 release. The 1987 live version hit the top 100 in the UK. And this 2002 re-issue peaked at #1 in the US Digital Song Sales chart. After Ozzy’s passing in July of 2025, the song entered the Billboard Hot 100 and is #39 as of this writing. Crazy Train dealt with the Cold War, but “going off the rails” is common expression about something going wrong. Even when you’ve got your eyes on the KPIs, things can still go wrong in the contact center, especially if your processes are broken, says Shmuel Saklad. He’s not just speculating. He brings lived experience to the table in today’s episode. • Lies, Damn Lies, and KPIs• Understanding the Importance of Data Analysis• The Role of Quality Assurance in Operations• Communicating Processes Effectively• Behavioral Impacts of Setting Targets• Understanding User Behavior in Software Design• The Role of AI in Customer Support• Tailoring Customer Service to Different Segments• Instilling a Customer-Centric CultureConnect with Shmuel on LinkedIn – https://www.linkedin.com/in/shmuel-saklad/ Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/ Brought to you by Happitu – https://happitu.com/

    51 min

  3. AUG 1

    Where Everybody Knows Your Name featuring Nick Glimsdahl

    You probably don’t know the singer/songwriter of the 1982 song “Where Everybody Knows Your Name.” But since it’s considered perhaps the best TV theme song of all time, you likely already have the bar from Cheers in your mind’s eye. Gary Portnoy wrote or co-wrote songs (including themes) for many other shows in the 80s, including Fame, Mr. Belvedere, and Punky Brewster but this one still resonates today. When Norm enters the bar, he’s greeted by name (loudly) and the staff knows exactly what he wants. That’s the Cheers Model, says Nick Glimsdahl – the personal touch that makes you feel welcomed and seen. We all know AI is coming to a customer service center near you, but Nick’s new book explores how we can embrace AI but still be human-centric. It’s a business parable and a practical playbook rolled into one. • The Importance of Personal Connection in Customer Experience• Nick’s Vision for the Role of AI in Customer Service• Navigating AI Implementations• Change Management and Organizational Dynamics• Common AI Traps and How to Avoid Them• The Evolution of AI and Future ConsiderationsConnect with Nick on LinkedIn – https://www.linkedin.com/in/nickglimsdahl/ The Heart of Service – https://www.amazon.com/dp/B0FH5HPZK7/ref=cm_sw_r_ffobk_cp_ud_dp_02FJ2R3Y8TF5E5HES9ZD_1 Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

    43 min

  4. JUL 11

    It Just Takes Some Time featuring Raymond Stover

    In 2001, after having been dropped from their label, Jimmy Eat World released their 4th album, Bleed American. Because they were financing the recording themselves, they decided to keep things simple. “The Middle” reflects how the band was feeling – “left out or looked down on” – but it was also a song about encouragement. As the song says, sometimes “it just takes some time” to find that place where “everything will be alright.” The song was a breakthrough, topping the Modern Rock charts and hitting number 5 on the Billboard Hot 100. Belonging is a powerful thing. There are millions of differently abled Americans who feel like they get left out or looked down on because people don’t think they’re able to do a lot of things, including specific jobs. But not only does technology help overcome certain barriers, a disability in one sense can often create unique superpowers. Raymond Stover shares how the Blind and Visually Impaired community use their listening superpower to be incredible contact center agents. • Raymond's Journey in the Call Center Industry• A Unique BPO Experience• Innovative Solutions for Blind Agents• Performance Insights of the Blind and Visually Impaired• The Impact of Environment on Agent Performance• Technology Integration for the Blind and Visually Impaired• The Future of Customer InteractionsConnect with Raymond on LinkedIn – https://www.linkedin.com/in/stoverraymond/ MyCallCloud – https://www.mycallcloud.com/ Blind Institute of Technology – https://blindinstituteoftechnology.org/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

    41 min

  5. JUN 27

    Hang On featuring Kevin Zyskowski

    The Ohio band, The McCoys, scored this #1 hit in 1965. While the narrator of the song loves Sloopy, it seems the rest of the world feels very differently – “everybody tries to put my Sloopy down.” The song is a signature at The Ohio State University football games and it also played prominently during games of the Cleveland Guardians, Cleveland Browns, and Cleveland Cavaliers. In 1985, it was designated the state’s official rock song by the Ohio General Assembly. So Sloopy has incredibly dedicated fans but also gets looked down upon by most. Sound familiar? Anyone who’s been in the BPO space for a while can probably relate. Make no mistake, there are problems with some BPOs just as there are problems with some companies in just about any sector. But Kevin Zyskowski said hang on, I want to create a BPO that I love. Not once, but twice. I wanted to find out what lessons he’s learned from those experiences. • The Motivation Behind Starting a BPO• How Incentives impact Employee Morale• Contract Negotiations and Business Models • The Evolution of Remote Work • Changes in Labor Costs and Market Dynamics • Technological Advancements in Customer Service • Surprising Lessons Learned in the Fast Food IndustryConnect with Kevin on LinkedIn – https://www.linkedin.com/in/kevinzyskowski/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

    1h 1m

  6. JUN 20

    Welcome Back featuring Erica Marois

    John Sebastian is probably best known for his time with the ‘60s band, The Lovin’s Spoonful. But in 1976, he scored a #1 hit with Welcome Back, the theme song to Welcome Back, Kotter. A sitcom about a wise-cracking teacher who has returned to his high school alma-mater to teach a remedial class of students, Welcome Back, Kotter featured a group of students who are viewed by most as misfits. But they are also their own close-knit little community. As John Travolta’s Vinnie Barbarino puts in the pilot episode, “This is my place. And these, these are my people.” That feeling of community that drew Gabe Kotter back to James Buchanan High School isn’t all that different than the feeling that drew Erica Marois back to ICMI. After several years away from the contact center industry, Informa, the parent company of ICMI and HDI among others, asked her to come back to the community she always knew was home. • The Complexities of the Grocery Industry• The Importance of Community in Contact Centers• Getting Reacquainted with the Contact Center Industry• The Evolution of Work-from-Home Dynamics• Fostering Community Engagement and Connection• The Convergence of IT Support and Customer Experience• Innovative Community Engagement InitiativesConnect with Erica on LinkedIn – https://www.linkedin.com/in/ericastrother/ Reach out to Erica via email: erica.marois@informa.com Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

    45 min

  7. MAY 30

    Something’s Amiss featuring Kevin Steele

    Bruce Campbell’s return as Ash in the 1992 cult classic, Army of Darkness, illustrated how the specific words we use are critical to success. After his accidental transportation to 1300 A.D., Ash must retrieve the Necronomicon, the Book of the Dead, before he can return home. But to close the portal opened by the book, he must first recite the 3-word phrase, “Klaatu Barada Nikto.” It turns out that using a single wrong word has serious consequences. You probably won’t have to battle an army of the dead because you miscommunicated with a customer, but those who’ve been involved in customer service and support know that customer interactions can feel like a battle. Kevin Steele learned that shifting your perspective of the customer can turn an adversarial interaction into a partnership and he joins to share how to make that happen. • Mac vs. PC• The Reluctance to Engage with Support• Shifting Perspectives• Building Trust through Communication• Navigating Customer Relationships• The Power of Feedback• Exploring Cthulhu and the UnknownConnect with Kevin on LinkedIn – https://www.linkedin.com/in/kevsteele/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

    52 min

  8. MAY 23

    We Started Out Friends featuring Reagan Helms

    20 years ago, American Idol winner, Kelly Clarkson, blanketed the airwaves with Since U Been Gone. The song explores the aftermath of a now-ended relationship. While break-up songs often express longing, regret, and sadness, Since U Been Gone is a realization of how much better things are now. It also expresses the feeling of finally recognizing red flags that have been in plain sight for a while. These feelings are not exclusive to romantic relationships. People get emotionally connected to software they use at work all the time. And sometimes, they start rethinking their commitment, especially when the relationship feels one-sided. Reagan Helms has led Support at Planning Center for 15 years and during his last appearance on the show during Season 2, he compared his relationship with his support platform to marriage. But recently, that relationship soured and he’s moving on. • Warning Signs in SaaS• The Migration Dilemma• Vetting New Solutions• AI That Actually Works• Preparing for ChangeConnect with Reagan on LinkedIn – https://www.linkedin.com/in/reagan-helms/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/

    41 min
See All (204)

About

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.

Information

  • Creator
    Rob Dwyer
  • Years Active
    2021 - 2025
  • Episodes
    204
  • Rating
    Explicit
  • Copyright
    © Rob Dwyer
  • Show Website
    Next in Queue