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That’s Not My Name featuring Afshan Kinder

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Manage episode 470149419 series 3284712
Content provided by Rob Dwyer. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Rob Dwyer or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

Despite barely touching the top 40 charts in the US, I’m willing to bet you’ve heard this debut single of the British duo, the Ting Tings. Over the past decade and a half, it’s been used in TV episodes, fashion shows, movies, viral TikTok videos, and commercials. It evokes the feeling of invisibility when your name is forgotten or mispronounced.

While Afshan Kinder and I set out to have a conversation about the next generation of skills required for successfully leading in contact centers, we also touched on a conversation about cultural identity, what’s in a name, and the desire to feel accepted.

We discuss:

• What’s in a Name?

• The role of AI in Customer Service

• Building Critical Thinking Skills

• Ensuring the Emotional Well-Being of Agents

• The Future of Contact Centers

• Investing in Leadership Development

• Community Engagement

Connect with Afshan on LinkedIn – https://www.linkedin.com/in/ank7555/

Agent Performance KPIs article – https://www.callcentrehelper.com/agent-performance-metrics-excellence-232117.htm

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

  continue reading

198 episodes

Artwork
iconShare
 
Manage episode 470149419 series 3284712
Content provided by Rob Dwyer. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Rob Dwyer or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

Despite barely touching the top 40 charts in the US, I’m willing to bet you’ve heard this debut single of the British duo, the Ting Tings. Over the past decade and a half, it’s been used in TV episodes, fashion shows, movies, viral TikTok videos, and commercials. It evokes the feeling of invisibility when your name is forgotten or mispronounced.

While Afshan Kinder and I set out to have a conversation about the next generation of skills required for successfully leading in contact centers, we also touched on a conversation about cultural identity, what’s in a name, and the desire to feel accepted.

We discuss:

• What’s in a Name?

• The role of AI in Customer Service

• Building Critical Thinking Skills

• Ensuring the Emotional Well-Being of Agents

• The Future of Contact Centers

• Investing in Leadership Development

• Community Engagement

Connect with Afshan on LinkedIn – https://www.linkedin.com/in/ank7555/

Agent Performance KPIs article – https://www.callcentrehelper.com/agent-performance-metrics-excellence-232117.htm

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

  continue reading

198 episodes

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