PODCAST · business
Snackable CX
by Jared Evers
Welcome to Snackable CX, where we break down our best resources into bite-size guidance on how to stand out and be known for your customer experience.RSSVERIFY
Episodes
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One Last Bite: Season 1 Wrap-up
Let's look back at all the tastiest morsels of Season 1 of Snackable CX. We'll talk hold times, connected customer experiences, Total Experience, and repeat callers. If there's ever a Snackable to be enjoyed, it's this one. See you soon for Season 2! Still hungry? Let us know what you think on...
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Is Knowing Your Customers as Easy as V-O-C?
You know that listening to and understanding your customers is a make or break for your business. So when a Harvard Business Review survey found that 72% of CEOs say they understand their customers, but only 35% of customers agreed, it highlights a HUGE perception gap in the customer experience....
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Which Came First: Connected Experiences, or Connected Teams?
Your customers face tons of touchpoints when it comes to interacting with your brand. And, as a CX practitioner, of course you'd like that to be a nice, seamless experience from start to end. But the silos you're facing are getting in the way. The lack of collaboration is driving distance between...
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That Free Callback Solution Costs More Than You Think
Many telephony platforms have caught on to the trend that customers actually don't like listening to hold music—and they started adding built-in callback features as a simple, no-fee remedy that could make all those hold times woes *magically* disappear. And, since we all like getting more bang…
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Does Your CX Help or Hinder Revenue?
While most companies talk about customer acquisition in terms of brand awareness and conversion channels—you know, paid ads, sponsorships, TV spots, social media, the works—these tools really only make up half of what a brand needs to convert prospects to paying clients. See, people are looking…
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2023 Contact Center Trends (A Big Bite)
In this recap of Mindful's 2023 Contact Center Trends event, we'll take on a pending recession, generative AI, customer preference, omnichannel nirvana, and even some chatter about meeting regulations. It's a wild one that you'll definitely need as you aim to hit this year's goals. This episode...
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Get a Handle on Your Average Handle Time
Ideally, you want to keep average handle time as short as possible…but there’s also a good bit of nuance here that can make it tricky to pin down. Measuring and improving average handle time requires a holistic approach—one that aims to provide the highest quality resolutions in the shortest-time...
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The Perfect Callback Recipe to Spice Up Your Metrics
Giving customers the option to skip hold times and receive a callback is table stakes for today’s brands. Without it, you’ll frustrate your customers and fall behind your competitors. Two major red flags. But just having a callback solution in your tech stack won’t necessarily solve anything. The...
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Must-Haves of Customer Callback
Some enterprise level CcaaS platforms offer a pre-programmed, out-of-the-box solution that promises to help you save money by just flipping a switch. Meanwhile, providers that focus on virtual queueing know that flipping that switch just isn’t that easy. So which option should you choose? Or…
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Why Customers Call Customer Service Before Purchasing
When you think about customer service, you probably think about everything that happens after you make a purchase. But in today’s customer-first environment, contact centers are increasingly dealing with callers who have yet to hit the buy button. They might need help thinking through a complex...
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So You Wanna Make Real Change in the Contact Center?
Today we’re looking at First Contact Resolution, Average Handle Time, Abandon Rate, and Customer Satisfaction. Why these four? Because, while there are tons of very important contact center metrics you could be keeping an eye on, these four metrics shift the focus from measuring operational...
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Best Practices from 6 Contact Center Experts
We’ve found that often times the best way to break through the noise and figure out your next best step is to talk with peers. And, in a mostly virtual world these days, that can be tough to find. So we interviewed some incredible contact center leaders to see what advice they’d lend. And it’s…
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Your Customer Follow-ups Ignore Growth Opportunities
So what do we mean when we’re talking about customer follow up? There are two trains of thought here: One is following up with prospects to close a sale, and the other is the process of reaching out to talk to recent customers — which usually involves a phone call after the customer fills out a...
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Does the World Revolve Around Your Customers?
Take a look at businesses and brands today and you’ll see it over and over again: the most successful companies out there—the ones that are crushing it on practically every level—are the ones that truly put their customers first. They drive increased revenue, retain customers, and churn out brand...
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How to Make Seamless Experiences Seem More Important
Smooth, simple, and seamless. That’s what customers want when they interact with your brand. And if you want proof, they’re saying so themselves. 74% say they’re likely to buy products based solely on the purchase experience. 42% say a seamless experience across all channels is a TOP priority…
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What Is This Whole “Total Experience” Thing?
Total Experience is quickly becoming the next step in customer-centric evolution. It's not just another X—it's the intersection of customer, employee, user, and multi-experience. It holds the key to addressing both customer and agent expectations, and could drastically change how you align goals...
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Harness That "Wow" Feeling For Customers
Really, there’s a LOT that goes into creating winning experiences for your customers. But, at the same time, the principles of creating great customer experiences are pretty universal. You know a great customer experience when you have one. It’s that “wow” feeling you get when the business you’re...
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5 Most Common Call Center Service Frustrations
You don’t need an MBA to know that unhappy customers are bad news bears. Yeah, there are all the stats that tell you…but I mean, just conceptually, if your customers aren’t happy, you don’t have a business. So when it comes to preventing customer frustration—particularly frustration with your...
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Hot Takes on Forward-Thinking CX
Customer experience is the top competitive advantage for brands today. We're not making this stuff up—studies consistently show consumers are willing to pay more for great experiences, while they’re more likely to take their business elsewhere after bad ones. You’re looking at CX all day every…
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How to Improve NPS with Your Contact Center
When you forecast business growth, it's often in terms of P&L, EBIDTA, MRR, and other top-line metrics. And, while many brands sleep on NPS and CSAT, you chose to listen to this episode—and that means you know that these customer perception metrics play a critical piece to longterm business…
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5 Non-AI Takes on Contact Center Efficiency
You’ve heard a million different snake oil pitches to tune up your contact center. And, you know, AI is super beneficial, but it's not the cure-all we all hoped it'd be. Sometimes we need to get back to the fundamentals. It’s often the tactics we’ve ignored as mundane that can boost efficiency…
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Mission Possible: 5 Tools To Keep Your Contact Center From Self-destructing
If your contact center is running on outdated tech, you’ll quickly lose the race to provide customers with seamless experiences–ultimately tanking your customer retention and costing you revenue. And it’s not just me saying that. The stakes are high as studies show that one in five customers will...
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Is a Virtual Queue Worth it?
When you factor in things like agent payroll, toll fees, tech costs, and contact center upkeep, it’s clear that every operating minute significantly impacts a contact center’s bottom line. The simple truth is: virtual queueing can reduce these daily operating costs and increase customer...
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Finally Fix Your FCR
No one wants to have to contact customer service twice to get an answer to their question. Don’t serve them right the first time, you’ll have hell to pay when they call back all flustered and frustrated—clogging up your hold queues, berating your “incompetent” agents and demolishing your contact...
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Is It Really Service if They’re Waiting On Hold?
What if there was a way you could reduce call center costs, smooth out peak call volume, increase customer satisfaction, boost your bottom line, and take the burden of an infinite queue off your agents’ shoulders? At risk of sounding like an infomercial, we're using this episode to hit you with…
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Reducing Repeat Callers, Repeat Callers, Repeat Callers
You might have the friendliest contact center on the planet, but odds are good that when a customer calls twice in a row, it’s not because they’re looking to shoot the breeze or catch up with their favorite agent. Repeat callers are typically frustrated callers. And the reality is, they’re a...
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Everyone and Their Dad Expects a Connected Experience
It’s no mystery that customers have HIGH expectations of the brands they do business with. They want personalized experiences, self-service options, quick response times, stronger customer support, and a slough of other wish-list items that businesses are rapidly trying to keep up with. But when...
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Can We Extinguish Call Center Burnout?
We love call center agents. They’re human. They’re brand ambassadors. And as consumers gravitate to more human-centric marketing, they’re the voices that drive revenue for business. We have a lot of love for our agents and reps out there. But do they feel it? Because call center agents are...
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Staying Trendy: 4 CX Trends To Stay Ahead Of
What do customer experience trends and Katy Perry have in common? They’re hot then they’re cold, they’re yes and they’re no, in and out, and up and down. Customer expectations and preferences can–and DO–change rapidly. And if you’re banking on your customer experience being what sets you apart…
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The (Scary) Science Behind Long Hold Times
It’s a common misconception that hold times are just bad for CX, because it’s actually more of a domino effect. There are major business implications to every single minute that your customers have to wait on hold. We'll explore and offer some solutions along the way. Still hungry? Let us know…
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CX Transformation in the Contact Center? Believe it.
Whether CX transformation is the air you breathe or a box on buzzword bingo, the reality is that the contact center is often the last place to be touched by any transformation. It’s an area that’s locked down by SLAs and deflection goals. So how do you shift the culture and makings of a…
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A Quick Bite Into Snackable CX
This business pod is different. We're all in on a customer-first total experience, but in a fun, quick, bite-sized way. Each episode will dive into a different topic within the customer experience world, where you'll get a quick rundown of the problem, with a few actionable takeaways—all within…
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Frequently Asked Questions
How many episodes does Snackable CX have?
Snackable CX currently has 32 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Snackable CX about?
Welcome to Snackable CX, where we break down our best resources into bite-size guidance on how to stand out and be known for your customer experience.RSSVERIFY
How often does Snackable CX release new episodes?
Snackable CX has 32 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Snackable CX?
You can listen to Snackable CX on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Snackable CX?
Snackable CX is created and hosted by Jared Evers.
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