Dialing into Innovation: Contact Center Transformation with Rob Dwyer

Welcome back to another episode of the CX Goalkeeper Podcast! In this episode, we're thrilled to have Rob Dwyer, a seasoned expert in the contact center and BPO industry, join us for a deep dive into the world of customer experience.

Rob shares his journey from the mortgage business to his current role, where he's making a difference in the lives of customers and employees alike. He also gives us a glimpse into his podcast, Next in Queue, and shares a memorable shopping experience that turned a routine checkout into a game show!

We discuss the importance of prioritizing customer experience, the delicate balance between speed and quality in service delivery, and how to foster an innovation mindset in contact centers. Rob also shares his insights on employee engagement and retention, and the role of leadership in creating a cohesive team.

This episode is packed with valuable insights and advice for anyone interested in customer experience and leadership in the context of contact centers and BPOs.

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Connect with Rob Dwyer:

LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/

Twitter: https://twitter.com/in_queue

Timestamps:

00:00 Game Start

01:00 Introduction

01:59 Sharing of Personal Values

03:40 Introduction to "Next in Queue" Podcast

04:35 A Unique Shopping Experience Story

07:28 Impact of the Shopping Experience Story

09:56 Discussion on Five Essential Songs

11:03 Prioritizing Customer Experience in Contact Centers and BPOs

16:15 Balancing Speed and Quality in Service Delivery

19:57 Fostering an Innovation Mindset in Contact Centers

22:37 Involving Employees in the Innovation Process

25:05 Employee Engagement and Retention in Contact Centers

28:08 Coaching the Leadership Team in Contact Centers

30:00 Golden Nugget: "The secret sauce is about relationships."

#CXGoalkeeperPodcast #CustomerExperience #ContactCenters #BPO #RobDwyer #NextInQueue #CustomerService #Innovation #Leadership

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