No Hold Time
by Mosaicx
"Hold time" describes how long a customer waits on the phone, traditionally while listening to bossa nova or smooth jazz.Join this ongoing conversation covering the latest tactics and trends around AI, automation, brand interactions, self-service and other ways to improve customer experience (CX). Don't worry, they get into a lot more detail than just "lower hold time."David Araiza and Brian Bremer help companies of all sizes find ways to make experiences better for their customers. They work with banks, retailers, airlines, hotels, hospitals, pharmacies, insurers, cable companies, interne
Episodes
-
Selfless Giving and Building a Customer Success Team | Kristi Faltorusso (Client Success)
Don't be afraid to share your "secret sauce." The way you raise up yourself, your organization, and everyone around you is through selfless giving. That's advice from our latest guest on #NoHoldTime, Kristi Faltorusso, who is the true definition of a customer experience (CX) expert. As chief...
-
Our Starting Point with Gen AI | Lauren Morris (Mosaicx)
Customers are at the forefront of everything we do, and we're constantly looking for ways to improve customer experiences with the latest technologies, including generative AI. In the newest episode of #NoHoldTime, our head of gen AI projects, Lauren Morris, joins the podcast to share her...
-
Build Long-Term Relationships with Customers | Gina Gibson (OpTech Solutions, Think Forward)
In this episode of #NoHoldTime, we talk with Gina Gibson, co-founder of OpTech Solutions, CEO of Think Forward, and co-author of Revolutionizing Customer Experience. When enterprise-level executives face a CX challenge, Gina vets vendors and identifies the best solution for their business need....
-
CX in the Finance Industry | Lauren Edrington (Bank OZK) & Todd Sale (Corpay)
Exceptional customer experience is vital for the finance industry. In our latest episode of No Hold Time, we sat down with industry leaders Todd Sale, SVP of CX operations at Corpay, and Lauren Edrington, SVP of customer care support at Bank OZK, to discuss the future of customer service in the...
-
More People Getting Help Than Ever Before | Grant Riewe, Gordon Rubin (Vibrant Emotional Health)
In this new episode of No Hold Time, we welcome two guests responsible for improving access to the national crisis mental health network. Grant Riewe and Gordon Rubin, of Vibrant Emotional Health (administrator of the 988 Suicide & Crisis Lifeline), join the podcast to discuss an upcoming...
-
How a Fractional CXO Builds a Customer-Centric Organization | Stacy Sherman (Doing CX Right)
Stacy Sherman, host of Doing CX Right, returns in this new episode of No Hold Time. Stacy is an award-winning author, speaker, and advisor, as well as a fractional CXO (chief experience officer). In her second appearance on the podcast, Stacy shares her process when a company hires her to...
-
Backgammon, Pickleball & Women in Business: An Interview with Stacy Sherman from Doing CX Right
While attending Reuters Customer Service and Experience West in San Diego, Brian and David met up with Stacy Sherman, an award-winning keynote speaker, author, advisor, and host of the Doing CX Right podcast. From bonding over their love for pickleball and backgammon to Stacy's perspective on the...
-
Do You Need a CXO?
As interest in improving customer experience has grown, organizations have looked for out-of-the-box ways to orient their entire company toward this critical goal. That has led more and more businesses to hire a CXO, or chief experience officer. In this episode, Brian and David talk about the…
more -
Are CX Events Worth It?
Let's get this show on the road. Literally. For the first time, No Hold Time is getting out of Omaha. In this episode, Brian and David meet up in San Diego for an event focused on customer service and customer experience. Post-event conversations were the genesis for this podcast. Brian and David...
-
Startup CX vs. SMB CX vs. Enterprise CX
There was a time when it looked like the companies that offered the lowest price would win. Now, many customers would choose to pay more for a product if it meant they get a better experience, which is allowing startups and mom-and-pop shops to compete with larger, more established brands. In…
more -
Generative AI Needs a Human in the Loop
In recent times, there are few technologies that have been as hyped as generative AI. Everyone is interested in how it can maximize their workflows, improve customer experience, and cut costs. But while it can do all these things, you should keep a close eye on it. Lately, leaders in the space…
more -
Leadership, Mission & Purpose Behind the AI | Rebecca Jones (Mosaicx)
We've talked in the past about why we work in this business. We have the opportunity to turn a bad situation into a great experience for thousands of people every day. In that spirit, we asked Mosaicx President Rebecca Jones that same question. Rebecca has worked in the contact center and CX...
-
Ensure CX Technology Works Together
Eric's internet went out. It happens. It's frustrating. But he was understanding. What made the situation worse was when the internet company sent him a text days after it was restored asking if he was still experiencing an outage. That text showed that the company was out of touch with his...
-
Be More Helpful and Less Creepy with Customer Data
Everyone has data, but not everyone knows what to do with it. In fact, it's only been in the past few years that companies have really figured out how to centralize all the data they had about their customers. This data tells you a lot about your customers. What they want to buy. When they want…
more -
Supporting People in Crisis: Interview with Vibrant's Grant Riewe
Usually, we love talking about new technology and how it can improve interactions with customers, patients, members and other stakeholders. But technology doesn't always provide the right solution in every situation. Vibrant Chief Technology Officer Grant Riewe joins the podcast in this episode…
more -
Cheesemaking, Penny Whistles & Whale Conservation: Interview with Vibrant's Grant Riewe
Grant Riewe is the chief technology officer of Vibrant Emotional Health, an organization that provides mental health resources to people across the United States. And we'll get into his work at Vibrant in the next episode. In this one, he shares his interesting interests and stories from a life...
-
Dos and Don'ts of Mobile Messaging (RCS, MMS & SMS for Business)
With the show being called "No Hold Time," we talk a lot about the voice channel. But today, the guys dig into what may be the most popular method of person-to-person communication: texting. Texting has come a long way since the days of T9 (Thanks, David...SMH) and it's certainly nothing new for...
-
Ethics of AI in Customer Service
This one's a little heavy, but it's very important. Everyone is talking about what AI can do for their business, but it's just as crucial to consider how to use these new tools responsibly. They may not be ethics professors, but Brian, David and Eric do their best to share some considerations to...
-
Don't Automate Everything: How to Use Intelligent Routing
We talk a lot about automation as a way to cut costs and improves some aspects of the customer experience. But there are some interactions that you can't (or rather, shouldn't) try to automate. In these cases, it's important to quickly route the customer to an agent who can solve their problem....
-
The Customer Service Metrics You Should Be Using
We talk a lot about how technology evolves and how customer experience stays the same, but many of these conversations begin with how we measure outcomes for clients. In this episode, the guys get into the math of customer service metrics. How should you measure success of your contact center or...
-
Why Do We Work in the Customer Experience Industry?
Why do we work in the customer experience space? This is the question that spawned this podcast. In this one, Brian, David and Eric each share why they decided to work in this industry. Short answer, they're consumers, like everyone else. For the long answer, check out this episode and see if...
-
What is a Virtual Agent?
It's a simple question but one we get a lot. Is it just voice? Just chat? Is it just a new term for IVR? In this episode, Brian, David and Eric describe virtual agents by first outlining the history of automation technology in the customer service space. Then they share why intelligent virtual...
-
Real-World Use Cases of Conversational AI
Today's topic is real-world use cases of conversational AI. The guys talk about their personal favorite experiences with AI in automation and customer service. Then they share examples and stories from their own clients. This episode breaks away from theory and reveals how businesses are actually...
-
Customer Service and Agent Experience Trends to Watch in 2024
Let's dive into trends. Recently, David attended a conference and was excited to share what he learned with Brian and Eric. When he was done sharing, they told him, "old news." Many people try to get attention by sharing new "trends," but what's really new and what's just more of the same? Our...
-
Big Ideas for Generative AI in Customer Service
In this episode, Brian, David and Eric talk about the "coldest topic in America," generative AI. You can't go to a business event - or even an online forum - without hearing about gen AI. These guys talk about the history of what came before gen AI. Then they dive into ideas about how to use this...
-
Should AI Sound Human? The Challenge of Natural Language and Human-Like Dialogue
How can you make your automation technology sound more like a human? And if you can, should you do it? Brian, David and Eric talk all about natural language, including developments in generative AI, the evolution of IVR, and the concept of the "uncanny valley." Did you hear an unfamiliar term or...
-
AICX 101: Intro to Artificial Intelligence and Customer Experience
Brian, David and Eric talk about why they've dedicated their lives to improving customer experiences, and they discuss how the newest wave of AI is impacting their lives and careers. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.
About this show
"Hold time" describes how long a customer waits on the phone, traditionally while listening to bossa nova or smooth jazz.Join this ongoing conversation covering the latest tactics and trends around AI, automation, brand interactions, self-service and other ways to improve customer experience (CX). Don't worry, they get into a lot more detail than just "lower hold time."David Araiza and Brian Bremer help companies of all sizes find ways to make experiences better for their customers. They work with banks, retailers, airlines, hotels, hospitals, pharmacies, insurers, cable companies, interne
Hosted by
Mosaicx
Categories