In the latest podcast episode (#120), we explore how replacing static web forms with an interactive bot Contact Us form can transform consumer engagement and streamline contact center operations. My colleague, @john Calhoun, Consumer Services Manager, at @McKee Foods Corp is here to help me with this topic.

🔗Podcast link of the @my curious Colleague podcast here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/id1565590157

• 🎯 Enhanced User Experience: Find out how an interactive bot form transforms the traditional “contact us” experience into a dynamic, conversational journey.

• 📈 Continuous Improvement: Hear about the roadmap for evolving these tools—from enhancing user experience to integrating live chat and AI-driven insights planned for down the road.

I should mention, John is also a leader in his industry group, @socap international as the VP of Membership in the Southwest Region.

This week, I continue my deep dive into “knowledge in the contact center”—but this time, we're exploring a crucial aspect: Knowledge Operations. Joining me for the 2nd episode (#119) in this series is my colleague @Greg DeVore, co-founder of @ScreenSteps, who shares his expertise on how we can rethink training and knowledge transfer for contact center agents.

🔗Podcast link here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/id1565590157

Key takeaways:
Reframing the Problem – Instead of focusing on teaching and memorization, Greg suggests we should focus on knowledge transfer, giving agents the tools to access what they need, when they need it.
📉 Cutting Onboarding Time by 10 Months – By shifting to a "Find and Follow" methodology, one company reduced agent proficiency time dramatically!

🤖 AI Needs Better Data – AI is only as good as the knowledge it's fed. The key is structuring and updating that knowledge so AI delivers reliable, actionable insights.

If you're looking for smarter ways to train and support your agents, don’t miss this conversation! 🎧

📖 Want to dive deeper? Check out Greg's book, Find & Follow, available on Amazon.
📌 Connect with Greg: Find him on LinkedIn or visit ScreenSteps.com to learn more.

#contactcenter #knowledgemanagement #ai #traininginnovation #cpgcx

🏓This week I'm Curious About... Retirement — it’s a word that often comes with mixed emotions. For many, it’s long-awaited freedom. For others, it’s an uncertain transition. But what if we started thinking about retirement not as a finish line, but as a journey of reinvention?

In the latest episode (#118) of My Curious Colleague 🔍 #CPGCX Podcast, I had the pleasure of speaking with Judy Freedman, a former colleague at The Campbell's Company, lifestyle blogger, and top blogger for women over 50.

Judy retired early at 55, and over the past 12 years, she’s embraced an evolving retirement — one filled with blogging, yoga, travel, pickleball, and even becoming a grandmother! 🎉

A few key takeaways from our conversation:

✅ Retirement is a "rhythm", not a rigid plan —it evolves over time.

✅ Ask yourself: "What brings me joy?" —big or small, make space for it.

✅ You don’t have to have a schedule right away —embrace the freedom!

✅ Finances matter, but so does purpose —some work by necessity, others by choice.

✅ Social connections are key —new hobbies and activities bring new friendships.

Judy’s perspective reminded me that retirement isn't about stopping, but about shifting.

Contact info: Wanna connect with Judy...? https://www.linkedin.com/in/judyfreedman1/

Interested in subscribing to her blog: www.aboomerslifeafter50.com

#retirementjourney #reinventingretirement #cpgcx #lifelonglearning