Flip

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.&nbsp;<a href="https://www.linkedin.com/in/salina-ferrow/" rel="noopener noreferrer" target="_blank">Salina Ferrow</a>, Founder of&nbsp;<a href="https://contributionconsultingllc.com/" rel="noopener noreferrer" target="_blank">Contribution Consulting</a>, makes a solid case for doing precisely that.&nbsp;And she offers top tips on how to get started. This week, on Flip CX’s Spamming Zero podcast.&nbsp; What’s Covered?&nbsp;<ul><li>A bit of background on Salina’s 30+ years in customer service</li><li>Defining this new mindset and why it’s necessary to adopt it</li><li>Top tips for making the shift happen in your org&nbsp;</li><li>The rising generation + today’s preferred channels&nbsp;</li><li>Having a vision AND clearly communicating that vision across functions&nbsp;</li><li>Contact Centers = Data (much of which is currently underutilized)&nbsp;</li><li>And more&nbsp;</li></ul> Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on&nbsp;<a href="https://www.youtube.com/@spammingzeropodcast/videos" rel="noopener noreferrer" target="_blank">YouTube</a>,&nbsp;<a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank">&nbsp;Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank">&nbsp;Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank">&nbsp;Google podcasts</a>.

Founder of Contribution Consulting, Salina Ferrow is an accomplished and results-oriented manager and a Certified LSS Greenbelt professional, who brings more than 20 years of successful experience in operations streamlining, performance management, and customer service excellence within a call center environment. Her expertise lies in formulating tactical initiatives and implementing KPIs and metrics with focus on revenue growth based on company’s set goals and regulatory compliance. She is equipped with critical thinking skills and keen eye for detail in identifying inefficiencies and problems that need to be addressed to resolve issues and develop cost-effective solutions toward continuous optimization. Hence, she has championed various areas of high complexity and significant business impact across large organizations. To note, she drove key efforts in the implementation of the overall national strategy, operations, and process of support functions that brought substantial results for Contact Center Operations at USPS. This included managing 16 national customer care centers and directing the startup of sister sites in Wichita, Kansas. An effective and strategic leader, Salina leverages her adeptness in leading a top-performing workforce through hands-on training, guidance, and mentorship toward the successful achievement of organizational goals in high-pressure and fast-paced environments.

Salina Ferrow 

Founder of Contribution Consulting

Salina Ferrow, Founder of Contribution Consulting, discusses the need for customer service leaders to embrace a mindset shift - and offers top tips on how to get started. This week, on Flip CX’s Spamming Zero podcast.


Episode 41: Customer Service Leaders - Making The Mindset Shift

Spamming Zero

About Flip

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.&nbsp;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.

If you haven’t met <a href="https://www.linkedin.com/in/jess-cervellon/" rel="noopener noreferrer" target="_blank">Jess Cervellon</a>, do yourself a favor and make it happen.&nbsp;Her official title is Head of CX at<a href="https://feastables.com/" rel="noopener noreferrer" target="_blank"> Feastables</a>, but Jess is also co-host &amp; co-creator of the <a href="https://www.oopsiepodcast.co/" rel="noopener noreferrer" target="_blank">Oopsie Podcast</a>, co-founder of a design studio, and a CX consultant. Essentially, she operates on, in her words, “complete psychopath mode at all times.”&nbsp;Hey - if psychopath mode is what works for her, sign us up! &nbsp;Jess sat down with our own James Gilbert to share why she believes Customer Experience is much, much more than just support - along with a handful of other fantastic hot takes. And you won’t want to miss them.&nbsp;This week, on Flip CX’s Spamming Zero Podcast.&nbsp; What’s Covered?&nbsp;<ul><li>Jess, in a nutshell</li><li>The massive importance of brand experience&nbsp;</li><li>A focus on—you guessed it—community&nbsp;</li><li>Biggest challenges in developing super strong CX</li><li>Embracing AI and automation</li><li>The need to iterate, pretty constantly&nbsp;</li><li>And more&nbsp;</li></ul> Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on <a href="https://www.youtube.com/@spammingzeropodcast/videos" rel="noopener noreferrer" target="_blank">YouTube</a>, <a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank">&nbsp;Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

Helping companies create and deliver on CX strategies, build customer-centric cultures and optimize every touchpoint throughout the customer journey, leading to an increase in company trust and loyalty. Host of the Oopsies Podcast https://www.linkedin.com/company/oopsie-podcast/

Jess Cervellon

Head of Customer Experience at Feastables

Jess Cervellon, Head of CX at Feastables and Co-host of the Oopsie Podcast, shares insights around customer experience being—beyond just support— brand experience, community building, retaining customers, and more. This week, on Flip CX’s Spamming Zero Podcast.


Episode 40: Customer Experience - SO Much More Than Just Support

Customer Experience Entails So Much More Than Just Support 

Jess Cervellon, Head of CX at Feastables and Co-host of the Oopsie Podcast, shares insights around customer experience being—beyond just support— brand experience, community building, retaining customers, and more. This week, on Flip CX’s Spamming Zero Podcast. 


We’re big fans of a fresh perspective - especially when it comes to CX. And, our chat with this week’s guest threw open the windows and got some nice, cool insights circulating up in here.&nbsp;<a href="https://www.linkedin.com/in/alexmead/" rel="noopener noreferrer" target="_blank">Alex Mead</a> is an Executive Leader of Global Customer Service Experience, and brings with him a boatload of incredible know-how.&nbsp;He sat down with our own James Gilbert to discuss all things Customer Service Experience (don’t you dare just call it CX), and served up some fantastic food for thought. This week, on Flip CX’s Spamming Zero.&nbsp; What’s Covered?&nbsp;<ul><li>Re Chat GPT and AI: slow down</li><li>Alex’s “EPIC” and “TIME” Frameworks for success</li><li>Placing a focus on contextual&nbsp;</li><li>Golden moments: what they really are and how to achieve them&nbsp;</li><li>Top tips for AI vendors&nbsp;</li><li>The value of a partner ecosystem&nbsp;</li><li>A new way to look at channels&nbsp;</li><li>CX versus Customer Service Experience&nbsp;</li><li>And more&nbsp;</li></ul> Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on<a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank"> Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

I drive CX innovation, delivering top class customer service experiences, operations efficiency & customer loyalty. CX, UX & CRM Strategy, Contact Centre, Service Operations, Digital Transformation, AI, Data. 

I constantly strive to apply CX solutions that make life better for customers, applying leading edge thinking, ahead of the rest..

+44(0)7916 125344 or alexmead@sky.com

Proven track record of consistent contact centre, customer service operations & CX improvement, often succeeding in high pressure Leadership positions

I transform Customer Experience, driving customer service, operations & contact centre innovation, digital & social media transformation, CRM best practice.

I’m strategic but I also lead & inspire teams across the world as an Executive Customer Operations Leader

I believe Customers should get EPIC Service Experiences;
EASY, PERSONALISED, INTUITIVE & CONTEXTUAL 
But most companies are a long way from that

What I do:

Define, Create & Improve Multi-channel Contact Centre performance
Voice to Digital Deflection & Innovation – I can UX design your digital help
Social media channel integration & best practice
CRM implementation & design 
Customer Service & operations transformation
Establishing or Improving BPO relationships
NPS / CSAT improvement

✴ A hands-on Leader, I inspire teams to deliver great Customer Experiences
Please read my Recommendations for testimony of my Leadership style

✴ I’ve led multiple contact centre improvements, voice, digital & social innovation, reducing cost whilst improving operations & sales performance, as well as driving CX Transformation programmes for leading global brands

✴ I ‘think like a customer’, but also about what employees need (CX & EX) considering the needs from both sides

RECENT ACCOMPLISHMENTS:

★Pioneered award winning digital & social media contact channels for leading airline. Reduced costs by 40%, improved NPS by 25%

★Delivery of high-touch, best in class luxury consumer experiences for Global Premium Whisky brand

★Masterminded award winning digital Customer Experience strategy creating a standout leader in global travel. Result: 99% of customers now say they would book again

★Transformed logistics sector; Pioneered real-time delivery tracking & proactive delivery messaging, winning multiple CX awards

LEADING:

★ Customer Service, Contact Centres, Operations
★ Customer Experience Transformation
★ Digital Innovation, Omnichannel Strategy
★ CRM Implementation & Design
★ BPO Outsourcing & Offshoring
★ CSAT, NPS Improvement
★ Award-winning teams of 1000+

#ONO

Alex Mead 

Chief Customer Service Experience Officer - Executive Leader Global Customer Service Experience

Alex Mead, an Executive Leader of Global Customer Service Experience, shares insights around improving customer service - and the way we think about it. This week, on Flip CX’s Spamming Zero Podcast.  


Episode 39: Reshaping The Way You Think About Customer Service 

A Fresh Perspective On Customer Service & Customer Experience

Ya’ know how, every now and then, you just click with someone out there in LinkedIn land? That’s how we came to meet this week’s awesome guest, <a href="https://www.linkedin.com/in/hosamhassan/" rel="noopener noreferrer" target="_blank">Hosam Hassan</a>.&nbsp;As a Customer Support Operations Expert and Product Marketing Manager at <a href="https://www.ultimate.ai/?utm_source=linkedin&amp;utm_medium=profile-page" rel="noopener noreferrer" target="_blank">Ultimate</a>, Hosam brought stellar insights to the conversation, and it felt like an old friend giving us the inside scoop.&nbsp;Naturally, we’re bringing that straight to you. On Flip CX’s Spamming Zero Podcast.&nbsp; What’s Covered?&nbsp;<ul><li>Looking ahead: Hosam’s predictions for customer support teams&nbsp;</li><li>How the new wave of AI tech is making its mark in the CS space</li><li>Revisiting “nice to have”s versus “must have”s in today’s economy&nbsp;</li><li>Your customers’ true channels of choice&nbsp;</li><li>Hosam’s take on CS as a feature to your product - not a department&nbsp;</li><li>What it really means to be community led&nbsp;</li><li>Products &amp; Revenue: trends and patterns Hosam has seen</li><li>CX &amp; retention as a primary business focus&nbsp;</li><li>Utilizing the insights that come out of CS&nbsp;</li><li>Choosing your tools wisely&nbsp;&nbsp;&nbsp;</li><li>And more&nbsp;</li></ul> Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on<a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank"> Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

I'm a Customer Support Automation & Self-Service Expert with over 15 years of experience working with companies like Blockchain.com, Snap Inc, and SimplyHired.

I specialize in:

- Help desk automation
- Help center design and development
- Chatbot & conversational design

Hosam Hassan 

Customer Support Operations Expert / Product Marketing Manager at Ultimate

Hosam Hassan, Customer Support Operations Expert and Product Marketing Manager at Ultimate, joins us to offer top tips and discuss the future of customer support. This week, on Flip CX’s Spamming Zero Podcast. 


Episode 38: Top Tips From The Ultimate Customer Support Ops Expert 

Top Tips From A Customer Support Operations Expert 

Last month, we shared an episode hosted by our friend Jack Lorentzen - the first of what was to be called our “Back To The Customer” podcast series.&nbsp;Jack passed away suddenly this past Christmas Eve. With the permission and encouragement of his loved ones, we’re sharing this last episode he recorded, to make sure the powerful words he lived by are heard.&nbsp;In this conversation, Jack spoke with Director of CX at<a href="https://jaxxon.com/" rel="noopener noreferrer" target="_blank"> Jaxxon</a> <a href="https://www.linkedin.com/in/caela-castillo-29a73770/" rel="noopener noreferrer" target="_blank">Caela Castillo</a>, all about the human interactions you have with your agents and that they—in turn—have with your customers.&nbsp; What was covered?&nbsp;<ul><li>Peak season prep + taking a step back to slow down&nbsp;</li><li>Caela’s role at JAXXON, and how she became the CX leader she is today&nbsp;</li><li>Finding the perfect balance of BOTH Human Interactions &amp; AI Solutions</li><li>How agents can get more personal - for the better</li><li>Using your best judgment with a customer&nbsp;</li><li>Talking to your CX agents, so they’re ready to talk to customers&nbsp;</li><li>Best practices when it comes to performance check-ins&nbsp;</li><li>The future of JAXXON</li><li>And more&nbsp;</li></ul> &nbsp;Ready for more Spamming Zero conversations ahead? Listen, rate, and subscribe on<a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank"> Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

I am a diverse and educated professional, with experience working in customer service, marketing, sales, finance, education, museum, and management roles. 

Caela Castillo 

Director of CX @JAXXON

In this conversation, Jack Lorentzen spoke with Director of CX at Jaxxon Caela Castillo, all about the human interactions you have with your agents and that they—in turn—have with your customers. This week, on Flip CX’s Spamming Zero Podcast. 


Episode 37: The Importance Of Human Interactions In CX - A Tribute To The Work Of Jack Lorentzen

The Importance Of Human Interactions In Customer Experience 

Whenever we can, we jump at the chance to chat with fellow geeks here on Spamming Zero. And this week, we were especially fortunate to sit down with <a href="https://www.linkedin.com/in/tlairdexpivia/" rel="noopener noreferrer" target="_blank">Thomas Laird</a> - CEO of <a href="https://www.expiviausa.com/" rel="noopener noreferrer" target="_blank">Expivia</a>, Author of "More Advice From A Call Center Geek!", and Host of the <a href="https://podcasts.apple.com/us/podcast/advice-from-a-call-center-geek/id1447535209" rel="noopener noreferrer" target="_blank">Advice From A Call Center Geek Podcast</a> - to talk CX, content, community, brand, and a whole lot more.&nbsp;&nbsp;What’s Covered?&nbsp;<ul><li>Tom’s background: a lifetime (for real) in the call center industry&nbsp;</li><li>Our guest’s take on the evolution of CX &amp; why it matters so much&nbsp;</li><li>The future of Customer Experience&nbsp;</li><li>The AI Revolution&nbsp;</li><li>Surviving the cuts: making sure BPO is still a part of the plan and still a strategy play</li><li>How brands can be innovative in building community, with self-serve in mind&nbsp;</li><li>Community + what value-led first looks like from a brand perspective</li><li>And more&nbsp;</li></ul>Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on<a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank"> Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

Join our Linkedin Group (Call Center Tips and Tactics): https://www.linkedin.com/groups/9041993/ 

Hi There!

I am the founder and CEO of the award-winning Expivia Interaction Marketing Group. Expivia is a USA BPO omnichannel contact center located in Pennsylvania. I have 25 years of experience in all facets of contact center operations. 

Expivia is a bridge between a high-quality contact center and a high-tech software company. We have integrated the latest technology (Speech Analytics, AI, WFO, Chatbots, API Integrations, Advanced Routing Techniques) with time-tested education and employee engagement tactics to create what we believe is the new standard in call center outsourcing.

I have the honor of being a member of the NICE inContact ICVC Board. The iCVC is a select group of inContact customers selected to join as trusted advisors to help InContact validate ideas for new products and features and plans for future innovations.

Prior to starting Expivia, I was the head of call center operations for a large BPO that specialized in financial services. Having this past know-how has given me the honor of running many services and sales programs for most of the top 15 largest financial institutions in the USA.

I am also the author of the call center operations book "Advice from a Call Center Geek" which can be found on Amazon. I also host a weekly podcast by the same name (Advice from a Call center Geek) and it can be found on iTunes, Spotify, Sticher, Google Play or here:
https://expiviausa.com/call-center-geek-podcast/

For more info on Advice from a Call Center Geek:
Text me: 814.247.0366
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Linkedin Group: https://www.linkedin.com/groups/9041993/ (Call Center Tips and Tactics)
Watch us: https://www.youtube.com/channel/UCuIMsfiynnK02IKwPZZmxmg

Thomas Laird

CEO of Expivia, Author of "More Advice from a Call Center Geek!" and host of "Advice from a Call Center Geek" podcast, ICMI Top 25 Contact Center and CX Thought Leader for 2022

Thomas Laird - CEO of Expivia, Author of "More Advice From A Call Center Geek!", and Host of the Advice From A Call Center Geek Podcast shares top tips around customer experience, content, community, and brand. This week - on Flip CX’s Spamming Zero Podcast. 


Episode 36: Chat With A Call Center Geek

Thomas Laird Talks Customer Experience, Content, Community, & Brand

Tom Laird, CEO of Expivia Digital & Host of the Advice From A Call Center Geek Podcast, shares top tips around customer experience, content, community, and brand. This week - on Flip CX’s Spamming Zero Podcast. 


We love a good chatbot… As long as it is indeed a good chatbot. And boy has there been some evolution in that particular channel!&nbsp;To get the expert scoop here, we sat down for a little chat (pun intended) with Billy Bateman, Co-Founder &amp; self-proclaimed Lead Luchador at Signals (formerly ChatFunnels).&nbsp; What’s covered?&nbsp;<ul><li>What specifically has made Chat successful so far </li><li>Billy’s take on how the industry is going to evolve over the next couple of years</li><li>The thought process behind how Signals approached Chat&nbsp;</li><li>Fine tuning top of funnel pipeline generation for B2B companies</li><li>The role Chat plays in cutting costs&nbsp;</li><li>Still necessary: making actual humans available &nbsp;</li><li>In what ways SMS and Chat complement (and butt heads with) each other&nbsp;</li><li>The power of Brand in your Chat</li><li>And more&nbsp;</li></ul> Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on<a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank"> Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

Billy Bateman is the Co-Founder of ChatFunnels, a digital conversation analytics, and optimization solutions provider. He has a background in digital marketing, business operations, and entrepreneurship. 

Billy grew up in Idaho and graduated from Brigham Young University and has a Masters of Business Administration from Boise State University. He is an avid outdoorsman and enjoys fishing and hunting.

Billy Bateman 

Co-Founder & Lead Luchador @ Signals

Billy Bateman, Co-Founder at Signals (formerly ChatFunnels), shares insights around the evolution of Chat as a channel - this week, on Flip CX’s Spamming Zero Podcast.


Recent Episodes

SEASON 1

Episode 40: Customer Experience - SO Much More Than Just Support

Episode 39: Reshaping The Way You Think About Customer Service

Episode 38: Top Tips From The Ultimate Customer Support Ops Expert

Episode 37: The Importance Of Human Interactions In CX - A Tribute To The Work Of Jack Lorentzen

Episode 36: Chat With A Call Center Geek

Episode 35: The Evolution Of Chat As A Channel

About The Show

Spamming Zero

Brian Schiff

CEO of Flip

James Gilbert

CMO of Flip