The CX Goalkeeper had a smart discussion with Neal Topf and Paul Catherall.
Neal Topf is the president of Callzilla and the co-host of Fireside chat without the Fires together with Paul Catherall.
Paul Catherall is helping companies to start their own podcast, he is passionate about customer experience and the Director of Customer Care at Ultra Mobile. He is an Outsourcing Expert and ICMI Contributor.
The discussion with Neal and Paul was split in 2 episodes. In this first episode you will learn:
- Customer satisfaction is driven by resolution in the shortest possible time-frame.
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The entrepreneurial operating systems (EOS) helps to improve KPIs every 13 weeks
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The Podcast “Fireside Chat Without The Fires” was the voice of the Customer Experience World Games 2021. A terrific experience!
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These are the 2 biggest learnings from their podcast:
i) You improve the customer experience because it has a direct impact on the financial results of the company.
ii) The kindness of the CX community participating to the podcast is priceless
… and much more
Thank you, Neal and Paul!
#customerexperience #leadership #customerservice #bpo #podcast #cxgoalkeeper
