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.

In this episode of the Table Service podcast, Host Jordan Hooker is joined by Vaishali Dialani, an award-winning CX strategist, who shares her insights on building a career in CX, how to keep the human touch in a world focused on tech, and the consultant's journey to drive change in their customers' organization.

Want to connect with Vaishali? Find her on LinkedIn: https://www.linkedin.com/in/vaishalidialani/

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 Ana-Alicia Siqueiros, Director of Support at Peek, about the intricacies of outsourcing customer support to Business Process Outsourcing (BPO) companies. They discuss the challenges and benefits of BPOs, the importance of aligning teams, and how to maintain company culture while integrating external support. Ana-Alicia shares her insights on choosing the right BPO partner, implementing BPO strategies, and measuring success. The conversation also touches on the role of AI in customer support and how to effectively communicate changes to internal teams.

Want to connect with Ana-Alicia? Find her on LinkedIn: https://www.linkedin.com/in/anaaliciasiqueiros/

Want to learn more about Peek? https://www.peek.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.

Join host Jordan Hooker and Andrew Rios - Head of Customer Experience at Cityside Fiber - as they discuss leadership that builds trust and drives results, as well as wisdom for young leaders and managers.

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

Want to learn more about Cityside Fiber? https://www.citysidefiber.com/

Want to connect with Jordan Hooker? 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.

Join host Jordan Hooker and Ian Storm - CX/EX Strategy Leader & Director of Strategic Solutions at Aspect Software, as they discuss building Employee Experiences that lead to high-quality Customer Experiences.

Want to connect with Ian? Find him on LinkedIn: https://www.linkedin.com/in/ian-storm/

Want to learn more about Aspect Software? https://www.aspect.com/

Want to connect with Jordan Hooker? 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.

Join host Jordan Hooker and Yetto Co-Founders Brian Levine and Garen Torikian, as they discuss creating a support tool built by support practicioners for support practicioners.

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

Want to connect with Brian? Find him on LinkedIn: https://www.linkedin.com/in/brian-a-levine/

Want to learn more about Yetto? Yetto.app

Want to join Support Driven? https://www.supportdriven.com/

Want to connect with Jordan Hooker? 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.