RO-AR.com Podcast Summaries

Access the full podcast series here Summary: This podcast episode is a preview of Barry Winkler's talk at the CXO Conference in Atlanta, where he will be discussing the concept of designing destinations for talent. Winkler emphasizes the importance of adopting a destination mindset and creating organizations that people want to stay in. He draws inspiration from various industries, such as tourism, theme park design, and scriptwriting, to offer unique perspectives on attracting and retaining talent in the CX industry.… Read more

Access the full podcast series here Summary In this podcast episode, the speaker reflects on their experience spending a day with the team leaders at SSC L. They were impressed with the shared purpose and dynamic between the team leaders, who came from different departments and locations. The speaker emphasizes the importance of team leaders in the contact center industry and highlights the support and development opportunities provided by SSC L. They share insights from team leaders who discuss their… Read more

Access the full podcast series here Summary In this podcast episode, Klaus Van delden, the Chief Growth Officer at Yungay, discusses the unique freelance model of their customer experience platform, Human Day. Human Day operates as a marketplace connecting freelancers from around the world with clients who need customer service and sales support. The platform passes on cost savings to their freelance talents and offers clients a performance-based compensation model. Van delden also highlights the challenges and solutions in managing a… Read more

Access the full podcast series here Summary: In this podcast episode, Margaret Garcia, the President of Grit PPO (Pest Process Outsourcing), discusses her experience and insights in the home services industry, specifically in pest control. She highlights the evolving role of women in the industry and the importance of customer service skills alongside pest elimination skills. Garcia also emphasizes the benefits of outsourcing customer service and the need to focus on call scripting and AI in the pest control industry.… Read more

Access the full podcast series here Welcome to CX Diaries! In this episode, host interviews Helen Junie, also known as "Complaining Cow," a trusted consumer champion and expert in customer service. They discuss the importance of consumer rights, the pressing issues in different sectors, the impact of digital transformation on consumer protections, and the role of advocacy groups in shaping policies. They also explore how businesses can balance profit-making with ethical practices and respect for consumer rights. Overall, the podcast highlights… Read more

Access the full podcast series here Summary: This podcast episode discusses the concept of poverty premium and its impact on individuals from ethnic minority backgrounds. The panelists from academia, think tanks, funders, and minority advisory groups share their insights and research on this issue. They highlight examples of poverty premium, such as higher energy costs, more expensive insurance, and limited access to credit services. The speakers also discuss the challenges faced by the industry in addressing these issues and the importance… Read more