My Curious Colleague ~ CPG CX

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-cu...

🏓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 colleagu...

This week I’m Curious About… Retention & CX in the DTC CX Space.  In this new episode (#117) of the @my curious colleague podcast I chat with @Eli Weiss- a Retention & CX Thought Leader - about the dynamic world of consumer care and retention in the direct-to-consumer arena..!

🔗Podcast link here: https://lnkd.in/gYr8uKPf

Key Highlights:
 Eli shares the secret sauce to retention: understanding your customers' nee...

🔍 This week, I’m looking into the world of knowledge management systems in the contact center and its emerging role today. My guest on Episode #116 of the @my curious colleague podcast is my colleague, @Vicki Brackett, Chief Knowledge Officer at @Knowledgely. We also touch on how AI and modern frameworks are reshaping knowledge bases and making customer support more efficient & more effective for all. 

Podcast link her...

👑In this podcast episode #115, @Nicole Nutile, Board Chair of SOCAP for 2025, shares insights about the consumer affairs industry's future, the role of technology, and the upcoming major shifts for @SOCAP. With a focus on embracing technology, AI, transparency, and accessibility, SOCAP aims to create a more impactful, streamlined experience for its members through enhanced events and leadership.

Key Takeaways:

💡 SOCAP’s 20...

👨🏼‍🎓 This week, I had an insightful conversation with Bill Hartford, VP of Business Development at The Connection Company, on how text and chat technologies are supporting student enrollment in higher education. We explored how text and chat platforms are transforming the way colleges and universities engage prospective students and boost enrollment rates.

Here are the key takeaways from our chat w/stats per Bill:
🔑 ...

I'm thrilled to share the latest episode (#113) of the @My Curious Colleague podcast…. Join me for my (5) “Musings” where I look back and reflect forward on consumer engagement..!

• The Importance of a Seat at the Table: Why consumer focus is now non-negotiable for brands.
• The Rise of New Channels: Exploring the impact of ratings and reviews as the new frontier in consumer engagement.
• Trends Tracking: Being aware...

I'm thrilled to dedicate my first podcast episode of 2025 of the My Curious Colleague Podcast to Front Line Agents in the Contact Center.  

🌟 This week, I sat down with @Beryl Krinsky, Founder of @B.Komplete to explore mindfulness practices and their role in supporting mental health, especially in high-stress environments like contact centers.

From navigating the challenges of corporate wellness to launching her own school,...

Hello, My Curious Colleagues...! In this week’s “Curiously Quick” episode (#111) on the @My Curious Colleague podcast, I share my thoughts on AI in consumer relations and the contact center. My thoughts, albeit brief, are covered in three key areas. Listen to today’s episode for more details and in these past episodes noted here:

1. Helping the Agent—exploring Voice AI, Agent Assist, and Reason Codes (Ep. #82, Speech Analyt...

In this BONUS episode of the My Curious Colleague - #cpgcx Podcast, Denise and @Ibrahiem Atshan (Abe) discuss a Sneak Peek of the upcoming SOCAP/Society of Consumer Affairs Professionals’ Data and Analytics Workshop. Abe provides a line of sight into the workshop sharing insights into the event's structure, key sessions and the generous event sponsors.

Abe also reflects on his journey to becoming the President of the North...

In Episode 110 of the My Curious Colleague Podcast...Denise Venneri (host/creator of the pod) discusses the importance of effectively reviewing packaging artwork in the consumer relations role. Denise emphasizes the need to approve and create artwork that can reach consumers, And provides guidance on specific information to focus on, such as contact details, hours of operation, and language support. She also highlights the...

🔬In this conversation Ep #109 of the My Curious Colleague CPGCX podcast, Denise Venneri🔍My Curious Colleague and Tamanna Ramesh, MS, MBA discuss working effectively and successfully with product developers in the contact center. Tamanna shares her background in food science and product development, as well as her passion for empowering women and minorities in STEM.

They explore product development key concepts plus the p...

🎆My new podcast episode #108 of the My Curious Colleague 🔍 #CPGCX  podcast is now available! Listen in as Andrea C. McLean, MA, BCC, CPEC , Founder at ACM Coaching Group and I delve into the world of personality assessments and coaching.

🔗Links here: https://lnkd.in/g42HNUrp

https://lnkd.in/e738cff

A couple of highlights:

🌟 Discover the power of self-awareness and growth with personality assessments! P.S. take the ...

In this episode, #107, Denise and Nicole Nutile of Wiley discuss how to incorporate sustainability or "going green" into daily life and the workplace, emphasizing the importance of small, impactful changes. 

Nicole Nutile shares her journey from working in operations to becoming the global co-chair of the Wiley Green Group, driven by her passion for eco-friendly practices. She highlights surprising statistics about plastic ...

Hello My Curious Colleagues! This Tuesday 6/11/24, on Episode #106 of the My Curious Colleague Podcast, I’m Curious about…Creating FAQs that Boost your Agent’s Confidence & Your Consumers’ Experience. 

🌟 Tune in to discover how to craft the perfect FAQ that empowers your agents and enhances your consumer's experience. 

Here's a sneak peek of some of what you'll learn:

🔹 🗣️Voice Matters: Ensure your FAQs reflect your br...

In this week’s episode, I'm Curious about…”Supporting the Food Service side of the business in the Contact Center .” My guest, @Victoria Cherne, is a true Pioneer in this area. Vicky is Manager of Consumer Affairs and Customer Concerns at Land O'Lakes and active on the Board of Directors of our industry group, @SOCAP (Society of Consumer Affairs Professionals) as VP, Member Services. 

Links here to Episode #105: 

Apple Podca...

This week on Ep #104 I'm Curious About...On-Shoring to Blended Shoring & Everything in Between: Contact Center Operations Set-up Options w/Michael Ferrari, Chief Client Officer - Avantive Solutions

🌍 Explore new horizons: Discover the benefits of various operations set up -  onshore, offshore, nearshore and blend shoring - to enhance customer support and efficiency.

💡 Think outside the box: Learn how innovative strateg...

🚦 My guest is my colleague, Chris Drury, Director of Customer Care at Blount Fine Foods.  Chris has quickly made his mark & his contributions to the Consumer Care Industry and currently serves as President of the SOCAP Board of Directors…

We both share an interest in – to quote Chris – “leveraging data to build continuous improvement in product design” and we’ll be digging in (you know I love the details…!) how this c...

👁️This week I’m Curious about...Benefits & Challenges of Gaining a Line of Sight to your Brand's Marketing Plans for Contact Centers. Episode #102 of the @my curious colleague podcast. Topics covered include:
·        🛣️ Navigating the Marketing Landscape: Understanding your brand's marketing plans in a contact center is crucial for success. It allows managers to anticipate call volume, ensuring proper staffing an...