EPISODE 4
From WFM to WEM: How to Enable Better Service with Aarde Cosseboom
Aarde Cosseboom wrote the book on enabling better service. We mean, he literally wrote the book—it’s called “Enable Better Service.”
On this episode of The Masters of Support Podcast, we talk with Aarde about his book, covering topics like:
- The transformation from workforce management (WFM) to workforce engagement management (WEM),
- How to move up in the CX industry,
- The comparison of working from home versus working in-office, and
- How all of this ties in to—you guessed it—enabling better service for your customers.
Need to brush up on your WFM acronyms and terminology? Check out Playvox’s Customer Service Terminology glossary
Speakers:
Aarde Cosseboom
Aarde Cosseboom is a public speaker, podcast host, published author, and serial founder. In his most recent book, Enable Better Service, Aarde condenses two decades of contact center experience into just over 300 pages to help readers unlock great customer experiences through creativity, technology and innovation. When he’s not working as CEO of Clariti, hosting “Another Cloud Podcast,” or writing, Aarde can be found tending to his collection of tap handles and working on his golf stroke.
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Transcript
VG: Hey everyone, welcome back to masters of support. I am your host, Vanessa Gates. And today I have with me, Aarde Cosseboom. He is customer experience thought leader and author. Aarde, thank you so much for being here with me today and welcome. AC: Yeah, thank you, Vanessa. And thank you Playvox for helping put this all together. Really excited for the discussion today. I’m looking forward to talking to you a little bit more. VG: Yes, for sure. So Aarde, I don’t know if you’ve heard some of our other episodes, but I always love to start with an icebreaker. And recently, I read your book, Enable Better Service. And in this book, you talk about kind of your unconventional journey into the CX industry want to go ahead and just give us the Cliff Notes of of how you got here. AC: Yeah, it’s a, you know, a very, very short 380 Pages book, I like to tell people, it is the world’s heaviest business card. But essentially, over the last 20 years, over the last two decades, I’ve been in the customer experience customer service industry…. Read more
