What are some of the emerging trends and topics in customer service podcasts?

3 Diversity, equity, and inclusion (DEI)

Diversity, equity, and inclusion (DEI) are essential for customer service excellence, as they reflect the diversity of your customers, employees, and society. DEI are not only about compliance, but also about respect, empathy, and innovation. DEI can help you improve customer satisfaction, retention, and advocacy, as well as employee engagement, performance, and retention. Customer service podcasts can help you learn how to foster a DEI mindset and culture in your customer service team, as well as how to address the challenges and opportunities of serving diverse customers.

4 Remote work and collaboration

Remote work and collaboration are the new normal for many customer service teams, as the COVID-19 pandemic has accelerated the shift to digital and flexible work arrangements. Remote work and collaboration can offer many benefits, such as cost savings, productivity, and work-life balance, but they also require new skills, tools, and strategies to ensure quality, consistency, and communication. Customer service podcasts can help you learn how to manage and motivate your remote customer service team, as well as how to collaborate effectively with your colleagues, partners, and customers across different locations, time zones, and channels.

5 Social media and online reviews

Social media and online reviews are powerful platforms for customer service, as they enable customers to share their feedback, opinions, and experiences with your brand or organization. Social media and online reviews can influence customer behavior, perception, and loyalty, as well as your reputation and visibility. Social media and online reviews can also provide valuable insights into customer needs, preferences, and sentiments, as well as opportunities for engagement, recognition, and improvement. Customer service podcasts can help you learn how to use social media and online reviews to enhance your customer service performance, as well as how to handle negative feedback, complaints, and crises.

6 Customer service skills and careers

Customer service skills and careers are evolving and expanding, as customer service becomes more strategic, complex, and diverse. Customer service skills and careers are not only about technical or functional abilities, but also about soft or interpersonal skills, such as communication, empathy, problem-solving, and resilience. Customer service skills and careers are also not limited to specific roles or industries, but can be applied to various domains and contexts. Customer service podcasts can help you learn how to develop and showcase your customer service skills, as well as how to advance and grow your customer service career.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?