In this episode of the Table Service podcast, host Jordan Hooker speaks with Kevin Zyskowski, CEO of CertainlyCX, about the intricacies of working with Business Process Outsourcing (BPO) companies. They discuss the importance of understanding when to partner with a BPO, key considerations for selecting the right one, and the onboarding process. Kevin shares insights on ensuring accountability and quality in BPO operations, the role of AI in enhancing customer service, and when it might be time to bring operations back in-house. The conversation emphasizes the significance of documentation, employee treatment, and aligning objectives for a successful partnership with a BPO.

Want to connect with Kevin? Find him on LinkedIn: https://www.linkedin.com/in/kevinzyskowski/

Want to learn more about CertainlyCX? https://www.certainlycx.com/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

In this episode of the Table Service podcast, host Jordan Hooker speaks with Craig Stoss, a customer experience veteran, about the evolving landscape of customer support and experience. They discuss the importance of contextualization in customer interactions, the role of personalization, and how AI can enhance support functions. Craig emphasizes the need for teams to adapt to changing customer expectations and the merging of support and success roles. The conversation also touches on hiring strategies, training for future needs, and the importance of proving the value of customer support within organizations.

Want to connect with Craig? Find him on LinkedIn: https://www.linkedin.com/in/cstoss/

Want to learn more about KODIF: https://kodif.ai/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

On this episode of Table Service, host Jordan Hooker is joined by Nick Cawthon, a veteran UX and product design strategist, to discuss the evolution of design in the age of AI, the importance of human insight in creating effective user experiences, and the challenges of scaling support in rapidly growing organizations.

Want to connect with Nick? Find him on LinkedIn: https://www.linkedin.com/in/nickcawthon-ux-digital-agency-product-design-leadership/

Want to learn more about Gauge? https://gauge.io/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.