Latest Csat Podcast Episodes
Jenny Garrison, Pastor’s Wife, Mother of a Special Needs Child
Now I See Podcast - December 02, 2021 04:20 - 39 minutes ★★★★★ - 10 ratingsKit McCarty invites Jenny Garrison to tell of her adventures as a pastor’s wife and the mother of a special needs child. SHOW HIGHLIGHTS My childhood made me tough. You have to be tough and not care what other people think. [Life is about] learning how to give up the things that are comfortab...
Discover a Supportive Performance Management Approach, Which Helps Your People Reach Their Potential - with Justin Baty
Secrets To Contact Center Success - December 01, 2021 11:30 - 9 minutes ★★★★★ - 1 ratingJustin Baty is the Auckland Cars Regional Manager at Turners Auto Retail. With 9 years’ experience in the business, he’s seen firsthand how the company’s supportive performance management process is highly effective at getting people back on-track and reaching their full potential. Today, he...
Kathleen Irish, Author
Now I See Podcast - November 25, 2021 04:00 - 16 minutes ★★★★★ - 10 ratingsAuthor/Illustrator Kathleen Irish reveals the hidden meaning behind her new children’s book, Sir Thomas of Dale, on this week’s episode of Now I See. SHOW HIGHLIGHTS I love to be with children because then I become a child. I have lots of friends among them because I can share their imaginatio...
How the Next Generation of Conversational AI Can Revolutionise your Contact Centre - with David Stone
Secrets To Contact Center Success - November 22, 2021 11:30 - 21 minutes ★★★★★ - 1 ratingDavid Stone is a Senior Vice President at the conversational AI startup, Curious AI. With 30 years’ experience in the call centre industry, he’s spent his career working both in contact centre, for outsourcers, and for industry vendors. Over the past 10 years, he’s seen the evolution of AI i...
Margot Quinn, Holiday Cooking
Now I See Podcast - November 18, 2021 04:34 - 44 minutes ★★★★★ - 10 ratingsKit McCarty welcomes Margot Quinn, Pampered Chef consultant, to share recipes, tips and tools to make your holiday gatherings easier and more joy-filled. SHOW HIGHLIGHTS Who doesn’t love a good tool? I love a good tool that makes me feel like I can cook. A favorite tool works just great, it’s...
A Smarter Way to Improve Your Organisation’s Customer Service and Experience - with Alex Mead
Secrets To Contact Center Success - November 14, 2021 11:30 - 15 minutes ★★★★★ - 1 ratingAlex Mead is the Chief Customer Service Experience Director at a start-up digital bank in Bahrain. With 20 years experience in this role at organisations across multiple industries, Alex has discovered many organisations have got fundamental parts missing from their customer experience equatio...
Susan Payne, Blue Star Mother
Now I See Podcast - November 11, 2021 05:05 - 35 minutes ★★★★★ - 10 ratingsIn this special Veteran’s Day episode, Susan Payne, a Blue Star Mother, talks about the joys and sorrows unique to military families. SHOW HIGHLIGHTS All of us are called to service; some serve in uniform, the rest of us should be serving here supporting them. We have a saying: My son has man...
How to Increase Customer Loyalty by Reducing Customer Effort - with Gabriel Mendez
Secrets To Contact Center Success - November 08, 2021 11:30 - 18 minutes ★★★★★ - 1 ratingGabriel Mendez is an auditor and senior consultant in customer experience processes and technology applications. Based in Mexico City, Gabriel has decades of experience in contact centre data and voice technology, and has been a judge for industry awards in Mexico and Colombia. Today, he sha...
Cindy Fritz, Artist
Now I See Podcast - November 04, 2021 04:00 - 37 minutes ★★★★★ - 10 ratingsKit McCarty welcomes artist Cindy Fritz to tell about a life filled with art, her pursuit of peace, and some surprising confessions. SHOW HIGHLIGHTS My mother never gave me a coloring book because she wanted me to do my own drawings. I was drawing recognizable figures at 18 months. I drew an ...
Tips on How to Modernise Your Reporting, To Empower Managers to Make Better Decisions - with Immanuel Joseph
Secrets To Contact Center Success - November 01, 2021 11:30 - 14 minutes ★★★★★ - 1 ratingImmanuel Joseph is the Reporting Manager at Allianz Australia. With a master’s degree in IT, Immanuel has worked in the Allianz contact centre for the past 4 years to modernise their reporting. Today, he shares tips from the journey Allianz has been on to modernise their reporting, so you ca...
Kristi Arrington, Gift Drive Coordinator
Now I See Podcast - October 28, 2021 04:00 - 28 minutes ★★★★★ - 10 ratingsKit McCarty welcomes Krisit Arrington, a Christmas Gift Drive coordinator for foster children at a central Texas Home for Children SHOW HIGHLIGHTS I’m the person you can count on. If I say I'm going to do it, I’m going to do it. Whatever it takes, I’m going to get it done. How do you say, “We...
How We Maintain a Positive Work Culture Through Values, and Changes We Made as a Result of Lockdown - with Stephanie Riordan-Edmonds
Secrets To Contact Center Success - October 25, 2021 22:15 - 11 minutes ★★★★★ - 1 ratingStephanie Riordan-Edmonds is the Head of Customer Service at Southern Cross Health Society. She’s been in the contact centre industry since the mid 90’s, and loves making a difference to customers and her people. Today, she shares they maintain a positive work culture through values at South...
Dick Woodward, Restaurateur
Now I See Podcast - October 21, 2021 04:00 - 36 minutes ★★★★★ - 10 ratingsKit McCarty welcomes octogenarian Dick Woodward to talk about his life and the lessons he’s learned along the way. Hear about his experiences as a business owner, his family and friends, his interests, and his dreams for the future on this episode of Now I See. SHOW HIGHLIGHTS I don’t understa...
DICK WOODWARD, Restaurateur
Now I See Podcast - October 21, 2021 04:00 - 36 minutes ★★★★★ - 10 ratingsKit McCarty welcomes octogenarian Dick Woodward to talk about his life and the lessons he’s learned along the way. Hear about his experiences as a business owner, his family and friends, his interests, and his dreams for the future on this episode of Now I See. SHOW HIGHLIGHTS I don’t understa...
How to Create Amazing Team Leaders - with Marc Carriere
Secrets To Contact Center Success - October 20, 2021 21:05 - 19 minutes ★★★★★ - 1 ratingMarc Carriere is the creator of the 7 Pillars for Creating Amazing Team Leaders course. With 35 years’ international experience in the contact centre industry, Marc has managed contact centes, owned one, won industry awards, and consulted with businesses, coaching and mentoring their Contact C...
Linda Whitman (Encore), Educational Advocate
Now I See Podcast - October 14, 2021 04:00 - 33 minutes ★★★★★ - 10 ratingsSHOW NOTES In the first segment of our Where Are They Now series, Kit McCarty invites Now I See’s very first guest, Linda Whitman, Educational Advocate to talk about advancements for students with learning differences in Texas public schools. SHOW HIGHLIGHTS Teachers are saying, ‘We’re trying...
Two Critical Steps to Successful Strategy Implementation - with Michael Clark
Secrets To Contact Center Success - October 11, 2021 11:30 - 20 minutes ★★★★★ - 1 ratingMichael Clark is the Principal Consultant at CXTT Consulting. He has more than 20 years experience in the contact centre industry across both the private and government sectors. This year, he started his consultancy, focused on helping organisations with their transformations in the customer e...
Jim Wilson, Headset Radio
Now I See Podcast - October 07, 2021 04:00 - 33 minutes ★★★★★ - 10 ratingsKit McCarty and Now I See’s technical director Jim Wilson of Headset Radio, talk about start-ups and starting over, success and failure, and the rewards of giving and getting help. SHOW HIGHLIGHTS I accept the fact that I'm a nerd. I have a different point of view in the world than most other ...
Digital Customer Service Conversations That Sell – What You’re Probably Missing - with Paolo Fabrizio
Secrets To Contact Center Success - October 04, 2021 11:30 - 36 minutes ★★★★★ - 1 ratingPaolo Fabrizio is a Digital Customer Service consultant. He’s been in the contact centre industry since the mid 90’s, and as been focused on helping companies improve their digital channel customer service for the past 7 years. Today, he shares what’s stopping your agents from providing the ...
Ted Vanlandeghem, The Unexpected Journey
Now I See Podcast - September 30, 2021 04:57 - 53 minutes ★★★★★ - 10 ratingsKit McCarty welcomes Ted Vanlandeghem, the US Spokesperson for Maoz Israel, to talk about being a Messianic Jew in international outreach, and what it means to journey in the land of the unexpected. HIGHLIGHTS God has been at the forefront of my journey from the very beginning, guiding me in a...
Why Your Agents’ Headsets May Be Hurting Customer Experience and What To Do About It - with Chris Clark
Secrets To Contact Center Success - September 29, 2021 17:35 - 27 minutes ★★★★★ - 1 ratingChris Clark is the National Partner Manager at Jabra in New Zealand. Chris has been in the unified communications - or call centric - industry for 15 years. As a result, he’s got great insight into best-practice when it comes to contact centre headsets. Today, he shares why your agents’ head...
Stuart Matthews, Musician
Now I See Podcast - September 23, 2021 04:00 - 44 minutes ★★★★★ - 10 ratingsKit McCarty welcomes Stuart Matthews to tell the story of his musical career and why story-telling through music has the power to move us all. SHOW HIGHLIGHTS My kids give me a hard time for being known as the funeral singer. I just tell them, “People are dying to hear me.” Music is always a ...
Exciting New Technologies That Can Transform Your Contact Centre - with Cloud Tech Gurus
Secrets To Contact Center Success - September 20, 2021 12:30 - 21 minutes ★★★★★ - 1 ratingDarren is the Co-Founder of Cloud Tech Gurus, and Rob Enslow is Senior Executive Partner. Cloud Tech Gurus are technology matchmakers. They help call centres to more effectively and efficiently source and procure technology solutions. They invest 40+ hours to each client project, at no cost to...
Angela Giessner, LifeLine for Families, Inc
Now I See Podcast - September 16, 2021 05:59 - 37 minutes ★★★★★ - 10 ratingsKit McCarty welcomes Angela Giessner, business leader and community builder, to talk about LifeLine for Families, an organization that is working to end homelessness in her city, and is changing lives one family at a time. SHOW QUOTES You can only help the ones that you can help. You can't car...
How to Increase Sales through Excellent Customer Service - with Phil Skingsley
Secrets To Contact Center Success - September 13, 2021 12:30 - 27 minutes ★★★★★ - 1 ratingPhil Skingsley is the MD at Sales Performance Improvement Strategies. He was in the top 3% of salespeople for Xerox in the UK, transformed performance at American Express in New Zealand, and helped a major New Zealand bank achieve sales of between 200% and 300% of target. Today, he shares ho...
Kelley Walker, Entrepreneur
Now I See Podcast - September 09, 2021 04:00 - 42 minutes ★★★★★ - 10 ratingsKelley Walker, health coach and founder of Restoring Eden, tells how she and her family are facing the ongoing pandemic and healthcare crisis with physical and mental well-being, not fear. SHOW QUOTES I try to stay in the lane of my strengths. If we can’t be authentic and true, we can't be c...
Kelly Walker, Entrepreneur
Now I See Podcast - September 09, 2021 04:00 - 42 minutes ★★★★★ - 10 ratingsKelley Walker, health coach and founder of Restoring Eden, tells how she and her family are facing the ongoing pandemic and healthcare crisis with physical and mental well-being, not fear. SHOW QUOTES I try to stay in the lane of my strengths. If we can’t be authentic and true, we can't be cl...
How We Freed Up Team Leader Time to Do More Coaching - with Sarah Mannion
Secrets To Contact Center Success - September 06, 2021 12:30 - 11 minutes ★★★★★ - 1 ratingSarah Mannion is the Global Support Centre Manager at Fisher & Paykel Appliances. Her earliest contact centre role was back in 2000. She has deep experience in the finance sector, and at the intersection of HR and operations. Today, she shares how she was able to turn around the coaching in ...
Daniel Kennedy, Author
Now I See Podcast - September 02, 2021 04:43 - 31 minutes ★★★★★ - 10 ratingsKit McCarty welcomes Daniel Kennedy, author of the Basic Bible Guide, to talk about his radical transformation through reading the Bible, and his passion and mission to help others learn to read and understand it too. SHOW QUOTES I had heard of the Bible, so I went and bought one. I just read ...
Discover the 4 Key Pillars of a Successful Customer Experience Strategy - with Gerry Brown
Secrets To Contact Center Success - August 30, 2021 12:30 - 34 minutes ★★★★★ - 1 ratingGerry Brown is The Customer Lifeguard, saving the world from bad customer service. He has over 40 years’ experience in the contact centre industry, and helps businesses save customers at risk and breathe life into their customer service operations and customer experience strategy. Today, he ...
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