Brandon Caudle

Defining the Customer Experience



Professional Associations - Board Recruitment

Volunteer organizations live or die by their members dedication. Most volunteer organizations are run by a board, and the challenge across every industry is the same - the continuous need to recruit and maintain volunteer leaders.

Knowledge 2018

Where are Service and Support Organizations headed in the next 3 years?

HDI2015 LinkedIn Session

Build Your Brand!

HDI2015 Self Service Session

Session given at International Conference on Service and Support.

Knowledge, the Walking Dead, and IT Support

Over the last several years, there has been a surge in zombie movies, television shows and themed events, with the AMC hit, "The Walking Dead," which, once we move past the Emmy-winning gore, prosthetics and special effects, is remarkably like life in IT Support. 1 - IT issues are like Zombies; as fast as we wipe them out, they come back. And they keep coming. Waves and waves of them.

Meeting customer needs with Knowledge Centered Support (KCS)

Across industries and geographies, companies are asking the same questions: How do they scale and extend their support capabilities, with limited staff and budget resources? How do they continue to provide world class customer service to existing customers while being asked to do more? How can they keep up with the increasing demand on their support staff?

Knowledge and The Aging Workforce

In the next five years, the so-called Silver Tsunami, or Gray2K, will sweep through every company as baby boomers start retiring en masse, taking with them a collective 3.3 billion years of experience that companies are already finding difficult to regain[1]. That knowledge is gone forever and the clock is ticking as the workplace collectively scrambles to capture the information before it retires with the employee.

The Hidden Gem of Poor Engineering

A few years ago, I experienced a customer service saga with my brand-new, big screen, flat panel television. Shortly after I installed the TV on the family room wall, the remote reprogrammed itself so that several times a day, the Increase Volume button would cause the TV to turn off. To the company's credit, they quickly sent out a technician, who replaced the entire guts of the TV as well as the remote, but unfortunately did not solve the issue.

Customization is Part of Life

Your agents practically live in your contact center’s CRM. Brandon Caudle covers the three levels of customization that should be considered for making them feel at home. We customize every facet of our life. Let’s face it, when it comes to how and what we eat, drink, wear and use, we want it our way.

Darth Vader Works At My Help Desk

I’m pretty sure that I have a Han Solo or two on my support team, shooting from the hip and swashbuckling their way through the IT galaxy. There are definitely a few Storm Troopers – you know the type – precision accuracy, never run away from an issue, just attack it and keep gong, no matter what happens and no matter who dies, and, yes, they are all clones and seem exactly like the 37 other technicians who they replaced.

Turning $250 into $1M (or, Interviewing Fallacies)

The phone rings. You pick it up and hear a pleasant voice on the other end say, “Mr. Smith, this is Joan from Sterling Cooper. We’ve received your resume and would like you to come in for an interview.”. Excited that your résumé reached the right hands, you grab your calendar in preparation for the next sentence, in which Joan will invariably ask you which of two or three times will work for you.

Hdi Customer Service Week 2009 Save The Customer, Save The World

Cus·tom·er (kŭs'tə-mər) noun - a person Who purchases goods or services from another Origin: 1400–50; late Middle English. The word historically derives from custom, meaning "habit" • 35% of all e-mail inquiries to companies get no response within 7 days • 25% get no response at all • 96% of dissatisfied customers don’t complain…they just stop buying.


Bran-don Cau-dle [bran-duhn ka-duhl]

Noun (singular), Origin: late 1960’s or early 1970’s, originally from the Deep South, also spotted on the Left Coast.

Veteran of the Service and Support industry, for over a decade was found resolving complex (escalated) technical issues requiring skilled handling of personnel as well as a robust knowledge of infrastructure, applications and systems. Previously found in the U.S. Army. Anecdotally known for capitalizing the word ‘Customer’. Currently found assisting companies across many industries and geographical areas focus on improving customer service and reduce costs through implementation and optimization of knowledge centered support and cloud solutions. Widely suspected of erring on the side of the Customer.

Fun Fact: In his spare time, Brandon alternates writing works such as “Darth Vader Works at My Help Desk” and performing in Improv Comedy groups such as ‘One Man Riot’.