Going Off the Rails featuring Shmuel Saklad

When the “Prince of Darkness” aka Ozzy Osbourne was kicked out of Black Sabbath, he formed his own band with Randy Rhoads and Bob Daisley. Their first album, Blizzard of Ozz, spawned one of the greatest guitar riffs in Heavy Metal history. Crazy Train hit the Mainstream Rock Top 10 on Billboard after its 1980 release. The 1987 live version hit the top 100 in the UK. And this 2002 re-issue peaked at #1 in the US Digital Song Sales chart. After Ozzy’s passing in July of 2025, the song entered the Billboard Hot 100 and is #39 as of this writing.

Crazy Train dealt with the Cold War, but “going off the rails” is common expression about something going wrong. Even when you’ve got your eyes on the KPIs, things can still go wrong in the contact center, especially if your processes are broken, says Shmuel Saklad. He’s not just speculating. He brings lived experience to the table in today’s episode.

• Lies, Damn Lies, and KPIs• Understanding the Importance of Data Analysis• The Role of Quality Assurance in Operations• Communicating Processes Effectively• Behavioral Impacts of Setting Targets• Understanding User Behavior in Software Design• The Role of AI in Customer Support• Tailoring Customer Service to Different Segments• Instilling a Customer-Centric CultureConnect with Shmuel on LinkedIn – https://www.linkedin.com/in/shmuel-saklad/

Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/

Brought to you by Happitu – https://happitu.com/