Your Call is Very Important to Us
With all of the advancements in technology, why is customer service getting worse instead of better? That is the key question “Your Call is Very Important to Us” seeks to answer. Please subscribe to the podcast on the platform of your choice. You can also visit our YouTube channel at: https://www.youtube.com/@yourcallis. Do you have a customer service fail you'd like to share? Would you be interested in sponsoring an episode? Want to just reach out and provide some feedback? Feel free to drop us an email at info@yourcallis.com. Thanks for joining us and be sure to spread the word!
Episodes
8 episodes
Ep: 8 - “The Ensh!ttification of Everything: Why Customer Service Still Sucks”
In this episode of Your Call is Very Important to Us, hosts Tom Brannen and Vic Cooper tackle the concept of “enshittification,” a term popularized by author Cory Doctorow to describe the gradual decline in quality of products and serv...
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Season 2
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Episode 3
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53:38
Ep: 7 - Revolutionizing Public Service: How AI is Transforming the Citizen Experience
In this episode, hosts Tom Brannen and Vic Cooper are joined by Joe Forte from NICE, who leads the public sector division. They delve into the intricacies of customer experience (CX) within the public sector, exploring why customer service ofte...
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Season 2
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Episode 2
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48:04
Ep: 6 - The Future of AI in CX: Letting AI Drive
Kicking off a new season of the podcast, we take a quick look back before tackling the question of how AI is changing the landscape of CX. We also discuss how AI is revolutionizing not just customer service but also the way we think about, proc...
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Season 2
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Episode 1
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50:04
Ep:5 What are some of the most common CX mistakes?
In this episode, Vic and Tom discuss some of the most common CX mistakes they see and offer some thoughts on how to fix them. Also, Vic channels a previous poor CX with AT&T and has to be bleeped as he relives the experience.
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Season 1
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Episode 5
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39:52
Ep:4 Why are we so excited about Enterprise Connect 2023?
In this podcast, we discuss the upcoming Enterprise Connect Conference, why conferences still matter, what we are doing at EC, and why we are so excited to take the podcast on the road!
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Season 1
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Episode 4
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45:19
Ep: 3 Why is leadership so critical to CX? - Interview with Brad Cleveland
In this episode, we sit down with Brad Cleveland, know throughout the world for his insight into all things related to customer experience. Brad is an industry veteran who is one of the leading recognized thought leaders and consultants, ...
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Season 1
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Episode 3
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45:44
Ep:2 What's the difference between good chat vs. bad chat?
In this episode, we explore a tale of two chats - one that was excellent, and one that, well, sucked. As more and more interaction go to chat, it is important for companies to not just support chat, but excel at chat. Join us as we ...
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Season 1
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Episode 2
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35:21
Ep:1 Why does customer service still suck?
On our very first episode, we dive into the sad reality that customer service still stinks. Why is this the case? Why is this still a struggle despite large investments in upgrades and moving to the cloud? Tune in as we begin ...
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Season 1
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Episode 1
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33:13