All about yourself
What is your background (past industries, skill sets, companies, etc.)?
I have a background in software/cloud solutions for marketing and customer experience analytics. I've worked for several startups and for IBM. I design and deliver enablement programs and instructor-led training both online and in the classroom. I also develop training videos, assessments, learning paths, certifications, etc. for a variety of audiences (customers, sales, tech sales.)
What is your VoiceOps “why” (what drew you to VoiceOps, why does VoiceOps matter to you?)
VoiceOps facilitates the human interactions that lead to real change and growth. I am excited to facilitate behavior change across customers' organizations to drive their success.
All about coaching
How do you feel VoiceOps is changing the coaching enablement industry?
We don't coach calls; we coach people on the skills and behaviors that make them, and by extension the business, successful. We help coaches spend less time looking for coachable moments, and more time actually coaching their teams. And we give reps a way to understand their own behavior in a way that is simultaneously less personal, in that transcripts take the awkwardness and discomfort most people feel in listening to their own voice, and more personal, in that they can examine patterns of their own behavior more deeply.
Why do you think coaching is such an important element for businesses?
Businesses keep trying to figure out ways to get rid of people - phone trees, chat bots, etc. But customers don't have relationships with computers - they have relationships with people. Coaching is an investment in the people who ARE that relationship. The more effectively they can do their jobs, the better the business can perform.
How has coaching (whether good or bad) had an impact on you personally?
Coaching has been the best way to learn and change. The sustained attention and consideration of a coach, working together with that person to puzzle out how to better do something. Ultimately, it's about not just learning new things (knowledge); it's about developing new skills.
All about conversation
What is one memorable or impactful conversation you remember having? What about this specific conversation was so memorable and important to you? In what ways does that conversation emphasize the importance of conversation?
I recall a conversation with a manager who told me to stop writing him novels (very long emails where I buried the lede). He helped me to see what I was really doing, as opposed to what I thought I was doing.
What types of conversations do you enjoy the most? What types do you enjoy the least? Why?
I like conversations where we tease out an issue or problem and figure out better ways of understanding and addressing it. I dislike conversations that are more like presentations, where I don't think I'm being seen or heard.
All about VoiceOps
How do you envision the call center industry changing in the next 3-5 years?
I see some companies increasing their efforts to reduce costs and outsource reps, or replace reps with technology. Others will be more effective when they invest in their reps, those reps invest in the company and drive results. At least that's what I hope.
Why is VoiceOps important? (for its customers, in the world, etc.)
VoiceOps puts technology in the service of people, so that people can do what people do best: talking to, and moving, other people.
Learn more about why Wendy's work to help make coaches more effective is so important in the ebook, "The New World of Call Center Coaching."