Ever slam zero to get past a shitty customer service robot? What’s with that? We’re a couple of outsiders turned insiders relaying findings from the frontlines and unpacking what it all really means. We talk with some of the most brilliant minds across industries to bring listeners insights, laughs, and a whole lot more.
Flip CEO Brian Schiff and CMO James Gilbert chat with seriously brilliant (and kickass) guest-experts to relay frontline findings around the bridge between tech and the human touch.
From moments of experience that make an impact—across technology, brands, and industries—to the cultural moments that change us as people, no topic is off the table.
Change can be challenging. But—seeing as how it’s one of the true constants—maybe it’s time more of today’s customer service leaders shift their mindset to one that can serve them (and everyone around them) better.
Salina Ferrow, Founder of Contribution Consulting, makes a solid case for doing precisely that.
And she offers top tips on how to get started. This week, on Flip CX’s Spamming Zero podcast.
What’s Covered?
- A bit of background on Salina’s 30+ years in customer service
- Defining this new mindset and why it’s necessary to adopt it
- Top tips for making the shift happen in your org
- The rising generation + today’s preferred channels
- Having a vision AND clearly communicating that vision across functions
- Contact Centers = Data (much of which is currently underutilized)
- And more
Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
