Rob Dwyer

CX Accelerator

Co-Facilitator of the Speakers channel - a resource to help you develop your speaking career!

Community Facilitator

CX Accelerator is a non-profit community that exists to equip, encourage, and connect Customer Experience professionals at every stage of their career journey.

Member

Happitu

Write blogs✍, speak on panels🗣, meet and interview🎤 interesting people... oh, and show you how Happitu can make your team more confident💪, more efficient🏃‍♀️, and CX ambassadors✨ for your business.

VP - Customer Engagement

Just when I was getting comfortable!  Support a new commercial software product?  Yes, please!!

Director of Customer Engagement

Customer Direct

Write blogs✍, speak on panels🗣, meet and interview🎤 interesting people... oh, and show you how Customer Direct can provide you with confident💪, efficient🏃‍♀️, CX ambassadors✨ for your business.

Leadership development? ✔ Client Relationship Management? ✔ More training stuff? ✔

Director - Staff Development

Build a training department? Yes, please! 
Evaluate and implement an LMS?  ✔ Hire and upskill trainers? ✔ Curriculum design? ✔ Oversee a migration to virtual training?  ✔ Work with new clients? ✔Lead Quality operations? ✔

Manager of Quality and Learning Development 

Next in Queue

"Rob Dwyer’s voice is dreamy. Like verbal Xanax."  - Jason Hiland, listener

Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe.  From CEOs to the frontlines, there are lessons and insights in every episode.

Podcast Host

Support Driven

NCAA

⚾ Baseball umpire at the college level.  I have worked NCAA Div. I non-conference (Big XII), NAIA (Heart of America Conference), and NJCAA Div. I Junior College (MCCAC, Jayhawk Conference) games.

Baseball Umpire

Convergys

This is when things got really interesting!
Began training, observing, and coaching all levels of leadership throughout the organization on strategic coaching and leadership skills.  Onsite workshops?  ✔ Coaching all levels of operational leadership?  ✔ Virtual curriculum development?  ✔ Virtual workshops?  ✔ Create innovative solutions to help operations?  ✔ Support operations both onshore and offshore?  ✔ Travel the world to meet and work with loads of great people?  ✔

Leadership Coach & Corporate Trainer

Start working directly with client contacts?  ✔ Curriculum Development?  ✔ Develop solutions to departmental challenges?  ✔ SME for Virtualization Effort of existing training material?  ✔  Partner with operations to oversee implementations of new processes?  ✔ Mentor to new trainers?  ✔

Associate Trainer

The journey into the world of training begins.  Night classes followed by day classes?  ✔  Classroom and virtual training?  ✔  Technical and soft skills training?  ✔

Program Ready Trainer

This is when my contact center career began though I hardly expected to make a career out of it.  I worked from home supporting the retention department of one of the largest telecom companies in the US.

Tele-Commute Agent

Wachovia

Managed multi-state District - back office staff of 3 and sales staff of 7 - oversaw the highest producing office in the Midwest Division. Developed and implemented strategic plans to market Wachovia and persuade mortgage brokers to use Wachovia loan products. Responsible for new market identification and penetration, sales campaign development and implementation, product seminar development and presentation, as well as training of new Account Executives in Products, Software, and Sales Skills. Monitored operational performance to ensure alignment with corporate profit goals. Worked in concert with Underwriting and REO teams to make sound lending decisions on portfolio loans.

Mortgage Banking Leader

World Savings

Built and developed multi-state broker network through referrals and internet prospecting. Facilitated product training for broker partners, developed new training curriculum, and acted as liaison between broker partners and loan underwriters and management.

Account Executive

VP - Customer Engagement at Happitu 🔹 Podcaster 🔹 Coach 🔹 Facilitator of Learning 🔹 Wielder of Curiosity

I lead client engagement at both Customer Direct and Happitu.  Whether you need a US-based outsourcing partner or software solutions to take your own contact center performance to the next level, I'm happy to discuss how we can help.  

I host Next in Queue, a podcast featuring Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe. From CEOs to the frontlines, there are lessons and insights in every episode.  Find all episodes and more on our blog - happitu.com/blog/

Finally, I am the original #StarWarsLessons guy - a weekly(ish) series of (often tongue-in-cheek) business lessons expressed by Star Wars characters - typically the villains.  Follow #StarWarsLessons on LinkedIn so you never miss a lesson!

Next in Queue will introduce you to people in and around the Contact Center, Support, and CX industries who share their stories and expertise.

This is me *not* headed to the BPO Evolution Summit in Austin today. My flight got hit with the dreaded "mechanical issues" and there are exactly zero seats available on other flights. 

OUTSOURCE CONSULTANTS, LLC, hope to make it some other time. 

Remember the famous AOL cancel nightmare?

Seems at least one AT&T chat(bot?) agent read that as an instruction manual.  Literally an hour to cancel a single line of service for someone moving out of the country.

Jason Scott Livingston, EMBA and I discussed this type of tactic on Next in Queue many moons ago.  

Spoiler alert:  this 10-year customer cancelled their entire account out of spite based on this interaction.

This is *not* the way.

https://lnkd.in/gjNCZkjK

“Being the most expensive doesn’t make you the best provider.”

- The Client, Documentary Film Fan

#StarWarsLessons
#ValueProposition
#SaaS

“If your prospect’s shield is up, it’s up to you to find a way to get them to drop it.”

- Maximilian Veers, The North Face early investor

#StarWarsLessons
#Sales
#SalesStrategy

Sometimes I feel like LLMs are a lot like Sheldon Cooper.  They can do incredible things and yet they sometimes fail to understand nuances of language.

Sheldon never understands sarcasm.  Grok apparently doesn't understand basketball metaphors.  🤷‍♂️

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