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Transform Your Contact Centre Through Punk CX with Adrian Swinscoe
Manage episode 429327420 series 3403792
Ross Powell에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Ross Powell 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
In this thought-provoking episode of Talk Time with MaxContact, host Sean McIvor welcomes back Adrian Swinscoe, the maverick mind behind the Punk CX philosophy. Adrian, author of "Punk CX" and "Punk XL", challenges listeners to rethink everything they know about customer experience in contact centres.
Drawing parallels between the music industry's punk revolution and the need for disruption in CX, Adrian explains how following "best practices" can lead to mediocrity rather than excellence. He advocates for a bold, innovative approach that focuses on creating standout experiences that truly differentiate a brand in the market.
Listeners will come away with practical insights on how to:
Challenge industry norms and "best practices"- Rationalize service channels for improved efficiency and customer satisfaction
- Engage frontline staff in problem-solving and decision-making
- Drive meaningful change, even in risk-averse environments
- Adopt a more innovative and impactful approach to customer experience
Whether you're a contact centre manager, CX professional, or business leader looking to transform your customer experience strategy, this episode offers a fresh perspective that will inspire you to think differently about your approach to CX.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
- Adrian Swinscoe’s Website
- Adrian Swinscoe on LinkedIn
- Adrian Swinscoe on Twitter
- Adrian Swinscoe on Instagram
- Punk XL Book
- How to Wow Book
- Punk CX Book
- Punk CX Podcast
If you enjoyed this episode, then please either:
- Subscribe, rate, and review on Apple Podcasts
- Follow on Spotify
- This page shows how to follow, rate and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Check out our three most downloaded episodes:
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