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. 🔔 Subscribe for more: https://www.cxgoalkeeper.com/podcastConnect with Rob Dwyer:LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/Twitter: https://twitter.com/in_queueTimestamps:00:00 Game Start01:00 Introduction01:59 Sharing of Personal Values03:40 Introduction to "Next in Queue" Podcast04:35 A Unique Shopping Experience Story07:28 Impact of the Shopping Experience Story09:56 Discussion on Five Essential Songs11:03 Prioritizing Customer Experience in Contact Centers and BPOs16:15 Balancing Speed and Quality in Service Delivery19:57 Fostering an Innovation Mindset in Contact Centers22:37 Involving Employees in the Innovation Process25:05 Employee Engagement and Retention in Contact Centers28:08 Coaching the Leadership Team in Contact Centers30:00 Golden Nugget: "The secret sauce is about relationships."#CXGoalkeeperPodcast #CustomerExperience #ContactCenters #BPO #RobDwyer #NextInQueue #CustomerService #Innovation #LeadershipSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast?Please DM me on LinkedIn

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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose