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Episodes
4 episodes
Episode 4 - Is Your QA Program Moving The Needle?
In this episode, we will dive into why I think most companies get their Quality Assurance Program WRONG! Are you thinking about re-vamping your QA program or do you need to start a whole new one? Before you get to the point where yo...
Episode 3 - Outsourcing Your Business
The first of 2 episodes on this very important subject, we will talk through the important elements of outsourcing your customer service business. Included will be topics such as when is the right time, how to do it, what billing looks li...
Episode 2 - Choosing the Right KPIs for Your Business
Choosing the Right KPIs is more than just a Top Level Metric. Understanding what drives that metric in an operational way is key for your customer experience teams. They need to know what will help them push toward exceeding custome...
Episode 1 - Introduction (What is This All About?)
In introduction to David Wilson, Customer Service and Experience Nerd! In this episode, I will give the context on what the series will be about, and how this title sets up an ongoing discussion on how to create and manage an effective Cu...
