Last month, we shared an episode hosted by our friend Jack Lorentzen - the first of what was to be called our “Back To The Customer” podcast series. 

Jack passed away suddenly this past Christmas Eve. With the permission and encouragement of his loved ones, we’re sharing this last episode he recorded, to make sure the powerful words he lived by are heard. 

In this conversation, Jack spoke with Director of CX at Jaxxon Caela Castillo, all about the human interactions you have with your agents and that they—in turn—have with your customers. 

What was covered? 

• Peak season prep + taking a step back to slow down 
• Caela’s role at JAXXON, and how she became the CX leader she is today 
• Finding the perfect balance of BOTH Human Interactions & AI Solutions
• How agents can get more personal - for the better
• Using your best judgment with a customer 
• Talking to your CX agents, so they’re ready to talk to customers 
• Best practices when it comes to performance check-ins 
• The future of JAXXON
• And more 

 Ready for more Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.