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/

You probably don’t know the singer/songwriter of the 1982 song “Where Everybody Knows Your Name.” But since it’s considered perhaps the best TV theme song of all time, you likely already have the bar from Cheers in your mind’s eye. Gary Portnoy wrote or co-wrote songs (including themes) for many other shows in the 80s, including Fame, Mr. Belvedere, and Punky Brewster but this one still resonates today.

When Norm enters the bar, he’s greeted by name (loudly) and the staff knows exactly what he wants. That’s the Cheers Model, says Nick Glimsdahl – the personal touch that makes you feel welcomed and seen. We all know AI is coming to a customer service center near you, but Nick’s new book explores how we can embrace AI but still be human-centric. It’s a business parable and a practical playbook rolled into one.

• The Importance of Personal Connection in Customer Experience• Nick’s Vision for the Role of AI in Customer Service• Navigating AI Implementations• Change Management and Organizational Dynamics• Common AI Traps and How to Avoid Them• The Evolution of AI and Future ConsiderationsConnect with Nick on LinkedIn – https://www.linkedin.com/in/nickglimsdahl/

The Heart of Service – https://www.amazon.com/dp/B0FH5HPZK7/ref=cm_sw_r_ffobk_cp_ud_dp_02FJ2R3Y8TF5E5HES9ZD_1

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

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

In 2001, after having been dropped from their label, Jimmy Eat World released their 4th album, Bleed American. Because they were financing the recording themselves, they decided to keep things simple. “The Middle” reflects how the band was feeling – “left out or looked down on” – but it was also a song about encouragement. As the song says, sometimes “it just takes some time” to find that place where “everything will be alright.” The song was a breakthrough, topping the Modern Rock charts and hitting number 5 on the Billboard Hot 100.

Belonging is a powerful thing. There are millions of differently abled Americans who feel like they get left out or looked down on because people don’t think they’re able to do a lot of things, including specific jobs. But not only does technology help overcome certain barriers, a disability in one sense can often create unique superpowers. Raymond Stover shares how the Blind and Visually Impaired community use their listening superpower to be incredible contact center agents.

• Raymond's Journey in the Call Center Industry• A Unique BPO Experience• Innovative Solutions for Blind Agents• Performance Insights of the Blind and Visually Impaired• The Impact of Environment on Agent Performance• Technology Integration for the Blind and Visually Impaired• The Future of Customer InteractionsConnect with Raymond on LinkedIn – https://www.linkedin.com/in/stoverraymond/

MyCallCloud – https://www.mycallcloud.com/

Blind Institute of Technology – https://blindinstituteoftechnology.org/

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

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