The Contact Center Gurus: Recent Episodes
Jessica Voss
The Podcast for Contact Center and Customer Experience Leaders! Learn Best Practices, New Technology, Tips & Tricks, and more. Listen in!
Gina Gibson — CEO of Think Forward and host of The Tech Matchmaker podcast — has led digital transformations for organizations ranging from 50 to 45,000 agents. In this episode she shares her journey from agent to CEO and her vendor-agnostic playbook for future-proofing the contact center.
In this episode:
- Gina's origin story: from frontline agent to CEO
- The vendor-agnostic approach to matching tech to the actual problem
- Future-proofing the contact center without losing the human element
- Leading transformations from 50 to 45,000 agents
- Making technology work better for the people behind it
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Justin Robbins is a thought leader in customer experience with a human-centric approach to workplace engagement and over two decades in CX operations and leadership. He joins Fred to unpack why disengagement happens at work — and the practical moves leaders can make to restore trust and motivation.
In this episode:
- Justin's origin story and the paper-route lesson in honoring preferences
- Why disengagement actually happens
- Removing the friction points that frustrate agents
- Using technology to support — not replace — human connection
- The leader's role in engagement, and why continuous learning matters
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Laura K. Zegar is founder of Quantum CX, a customer service and customer experience consulting practice specializing in contact center transformation. Formerly VP of contact center and CX oversight at Bank of America and an Accenture management consultant, Laura got her start in 1999 in Equifax's check-authorization department — and 27 years later she's helping contact centers maximize AI and automation ROI.
In this episode:
- Laura's origin story: from approving checks at Equifax in 1999 to founding Quantum CX
- Maximizing AI and automation investment ROI
- Streamlining omni-channel efficiency
- Reducing agent attrition through a high-quality employee experience
- A 27-year view of what's changed in the contact center — and what hasn't
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Episode Notes: Lorne Wood, founder and managing director of Better Call Center QA, brings over 30 years in contact center quality assurance and BPO. His career began on an evening-shift suicide crisis line — and the lessons he learned there about helping people over the phone have shaped a no-nonsense approach to fixing what technology alone can't.
In this episode:
- Lorne's origin story: crisis line → outbound telemarketing → building a 300-seat center from scratch
- Why tech alone can't fix leadership gaps and cultural drift
- Building QA programs that actually move the needle
- Tackling attrition, compliance headaches, and coaching on the floor
- The three lessons from the crisis line that never left him
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Cynthia Carrese is Founder and Managing Director of C2 Strategic Partners, a customer success and leadership strategist who turns contact and sales centers into places where performance and fun go hand in hand. With a career spanning Fortune 500 powerhouses and fast-moving startups, she scales operations, boosts KPIs, and builds cultures that inspire.
In this episode:
- Cynthia's origin story across Fortune 500s and startups
- Scaling operations without burning out teams
- Boosting KPIs while keeping the work enjoyable
- Culture as a genuine performance driver
- Developing strong leaders and relationships that stick
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Valerie McSorley is an award-winning producer, podcast host, and networking expert with deep roots in the contact center and customer experience industry. Over 25+ years she's turned relationships into results — and she joins Fred to talk about connection as a strategy, not a soft skill.
In this episode:
- Valerie's origin story and 25+ years of building communities
- Why connection is a strategy, not a soft skill
- A human-centered approach to contact center performance
- Building culture where every voice matters
- Leading with authenticity — and helping others "bee" their best self
Connect with Valerie: https://www.valeriemcsorley.com |
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Shellie Plymale, CEO of Plymale Enterprise Group, brings over 30 years of experience transforming contact center operations — from omni-channel strategy to performance optimization. With a Six Sigma background and APAC leadership on NICE CXone, she delivers high-impact, vendor-agnostic solutions.
In this episode:
- Shellie's origin story and 30-year path
- Applying Six Sigma discipline to CX and EX
- Omni-channel strategy that actually works
- Global and APAC consulting, including NICE CXone
- Why employee experience and customer experience rise or fall together
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Every contact center leader makes the same bad bet every morning: overstaff and burn labor, or understaff and burn your CX. The traditional 8-hour shift was built for a world that no longer exists.
In this episode, host Darren Prine sits down with Jon Brown, SVP of Client Results at LiveOps, to break down precision staffing — a flexible, on-demand model that schedules agents in 30-minute intervals matched to real call flow instead of a forecast.
What we get into:
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Why traditional and part-time shift models fail at almost every point in the demand curve
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How 30-minute precision intervals put agents exactly where the calls are
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Paying only for productive time — and why that alone typically cuts staffing costs 25–30%
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Handling seasonal surges, holiday peaks, and open enrollment without burning your team into attrition
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Why one flexible partner beats juggling five BPOs during a spike
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How LiveOps sources specialized, brand-passionate talent that performs like full-timers
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Real ROI: the COVID surge scaled to thousands of agents in 72 hours, plus higher upsell and lower attrition
If scheduling is a constant headache on your team, this one's worth your time.
See how precision staffing works → https://cloudtechgurus.com/gigcx
Subscribe on YouTube → https://www.youtube.com/@thecontactcenterguruspodcast
Watch this episode → https://youtu.be/qLooYXE-Sw8
Guest: Jon Brown, SVP of Client Results, LiveOps (liveops.com)
Host: Darren Prine, Cloud Tech Gurus
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Every contact center has an AI graveyard. Failed chatbots. Pilots that never scaled. The root cause is almost never the technology — it's a lack of AI readiness, unclear use cases, and AI that was built to respond rather than resolve.
In Episode 5 of the Contact Center Gurus Podcast, host Darren Prine is joined by Mike Schulman, VP of Channel Sales at Yellow.ai, for a no-hype breakdown of what separates the AI implementations that work from the ones that get shut down.
Mike has been in the room for over 1,100 enterprise AI deployments across 85+ countries. He knows exactly where the line is.
What they cover:
- Why 60–70% of companies aren't even at AI readiness level one yet — and what that means before you evaluate any vendor
- The difference between generative AI and agentic AI, and why most vendors are using the term "agentic" incorrectly
- Why AI resolution rates went from 5% in 2022 to 60–80% today — and where they're headed in the next two years
- The "build once, deploy many" approach that lets CX teams own the platform without writing a single line of code
- Real case studies: Waste Connections (25,000+ monthly calls automated, $3.5–4M saved) and Feral Gas ($14.5M in net new business from end-to-end order automation)
- How to pick your first use case, show ROI fast, and build from there
Key Insight: The companies winning with AI right now didn't go all in on day one. They picked one or two high-volume, repetitive use cases, showed value fast, and expanded from there. That's the playbook.
About Yellow.ai: Yellow.ai is an AI-first customer service automation platform with 1,100+ enterprise deployments across 85+ countries. Named clients include Sony, Domino's, Hyundai, Waste Connections, and Randstad.
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
The BPO industry is splitting in two — commodity providers heading toward irrelevance, and transformation partners capturing all the growth.
In this episode, Darren Prine sits down with Siddharth Victor, SVP & Head of Support Services at Movate, to break down why the traditional BPO model is structurally misaligned with what clients actually need — and what the shift to outcome-based CX looks like in practice.
Sid brings 23 years of experience, starting as a tech support engineer and now leading Movate's entire CX and enterprise support sales and solutions division.
What we cover:
- Why traditional BPO contracts are built to fail clients
- How AI is eliminating labor arbitrage as a defensible business model
- A real gaming company case study: 6% → 86% autonomous resolution, AHT cut 80%, cost per interaction down 66.5%
- What outcome-based contracts actually require from both sides
- The single biggest reason outsourcing engagements fail
Resources & Links:
Free research report — Transform or Become Extinct: cloudtechgur.us/BPO-MCXP
Connect with Siddharth Victor: linkedin.com/in/sid-victor-3355b73
Learn more about Movate: movate.com
Connect with Cloud Tech Gurus: cloudtechgurus.com
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Most healthcare contact centers have tried chatbots and been burned. But what's possible today with AI agents is dramatically different.
In this episode, Darren Prine sits down with Rebecca Clyde, Co-Founder and CEO of Botco.ai, to break down what AI in regulated environments actually looks like when it's built right — from day one.
What you'll hear in this episode:
- Why early chatbots failed healthcare — and what changed
- How a 25-location behavioral health provider built a live agent backup system and never needed it
- Why patients in behavioral health feel less judged talking to AI than to a human
- How AI detects crisis signals and adverse medication reactions in real time
- The AI companion built for cancer patients getting answers in under 30 seconds
- Why the bar isn't resolution rates — it's quality of life
- How AI is matching patients to clinical trials in seconds from a doctor's phone
Want to explore AI solutions for your contact center? Visit us: https://www.cloudtechgurus.com
Learn more about Botco.ai: https://www.botco.ai
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Jim Murphy didn't start out building contact centers. He started with a pager business out of a college apartment in the San Fernando Valley. Then the 1994 Northridge earthquake flooded his inventory, FEMA sent a $2,000 check, and a business mentor told him to stop pretending and get a real office.
Thirty years later, Jim is the CEO and Co-Founder of BroadVoice — a cloud communications company operating across four continents. Along the way he built DSL Extreme, the largest independent ISP in California, competed with Vonage head to head, and in 2021 acquired GoContact, a Portugal-based CCaaS platform built for enterprise BPOs. That acquisition gave him a front row seat to how the most demanding contact centers in the world actually operate.
In this episode, Darren and Jim get into the real cost of platform complexity — what it actually means when agents are toggling between four systems while customers repeat themselves on every call, and why layering AI onto that mess only makes things worse.
They walk through a real healthcare case study — a hospital system with surgical centers, urgent care clinics, and an offshore BPO, all running with zero visibility into the patient journey — and what changed when everything moved to one platform.
Jim also shares his take on the BPO industry, where he sees a clear split forming between providers that have embraced AI and outcome-based models, and those still billing by the human hour. His view on what the next five years look like for the partner community is one of the most direct takes you'll hear.
In this episode: → What platform complexity is really costing you beyond the license fees → Why agents starting from zero on every call is a stack problem, not a people problem → A real healthcare case study and what unified CX looks like in practice → Why data analytics is as important today as the dial tone itself → The BPO split — clear winners and clear losers playing out in real time → What it means to shift from selling hours to selling outcomes → Why the next five years will be the most transformational in contact center history
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Most organizations buy AI and call it a day. But that's exactly where the real work begins.
Darren Prine sits down with Wayne Butterfield, Founder of STX-AI, to unpack why so many AI initiatives fail — not because of the technology, but because of what happens after the purchase.
What you'll learn:
- Why procurement is the starting line, not the finish line
- What post-deployment scaffolding actually looks like
- How to treat AI as a capability, not just a technology
- Why customer experience design still gets the basics wrong
About Wayne Butterfield: Wayne is the Founder of STX-AI. For more than 15 years, he has helped organizations navigate AI, automation, and digital transformation — from early RPA deployments to today's agentic AI capabilities.
▶️ Watch on YouTube: https://youtu.be/rwTrwQ11Ubk
Subscribe: https://www.youtube.com/@thecontactcenterguruspodcast
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Guest: Adam Fenwick, SVP Global Alliances, Boost.ai
Topic: Conversational AI in contact centers
Focus: Strategy, design, regulation, and scale
Audience: CX leaders, contact center executives, IT and digital leaders
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Guest: Tyler Dixon, SVP of Sales at LivePro
Host: Darren Prine — The Contact Center Gurus Podcast
Connect with us:
Website: https://cloudtechgurus.com/
YouTube: The Contact Center Gurus Podcast
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
This episode dives deep into the balance between automation and human connection in modern customer support.
Dan O’Connell, CEO of Front, joins Darren Prine to unpack how Front powers over 9,000 businesses to deliver seamless, personalized service at scale — using AI the right way.
From breaking silos to redefining collaboration, Dan explains why the best companies are moving toward unified customer operations platforms that combine AI efficiency with human empathy.
💬 Key Takeaways:
Don’t automate for the sake of automating — start small, scale smart
A single platform can power every channel: chat, email, voice, and social
Unified inboxes improve visibility, collaboration, and agent confidence
AI should enhance relationships, not replace them
🎧 Watch on YouTube: https://youtu.be/CTt1y0gyWMo
📺 Subscribe for more episodes: https://www.youtube.com/@thecontactcenterguruspodcast?sub_confirmation=1
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
Can analytics turn your contact center from a cost center into a driver of revenue and loyalty?
In this conversation, Darren Prine and Jim Iyoob explore the new era of QA, one that’s powered by AI, data, and predictive insights.
In this episode, you’ll learn:
Why QA must evolve from checking boxes to changing behaviors
How predictive coaching helps agents improve before they fail
What happens when analytics connect performance to outcomes
How the right QA solution delivers measurable ROI and customer loyalty
Why data security and trust are essential in modern CX
💡 About Jim Iyoob:
President of ETS Labs and Chief Customer Officer at Etech Global Services
– 35+ years of contact center leadership
– Creator of QEval, an AI-powered QA and coaching platform
– Co-author of 5 industry books
– Oversees operations managing 1B+ customer interactions annually
🎧 Subscribe to The Contact Center Gurus Podcast for more insights from CX innovators.
Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.
What happens when AI meets the human side of customer experience?
In this episode, we discuss:
How to break down silos across voice, email, chat, and social
Where AI is making the biggest impact today (agent assist, routing, analytics)
Why balancing automation with empathy is the real differentiator
How CX leaders can shift from cost centers to revenue drivers
Hidden costs of tech sprawl and the smarter way forward
Why security and compliance can make or break CX
💡 Pat Reetz, Chief Growth Officer at LinkLive, brings 20+ years of experience in product, marketing, and digital transformation, shaping CX solutions in highly regulated industries like healthcare and finance.
🎧 Subscribe to The Contact Center Gurus Podcast for more insights from CX innovators.
Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.
Host: Darren Prine
Guests: Brad Garner & Aaron Symbolik (Krista)
What can AI really do for enterprises right now? Spoiler: it’s far more than chatbots and hype. In this episode, we dive into real-world wins, missed opportunities, and why leaders can’t afford to “wait and see” when it comes to AI adoption.
Key topics include:
Enterprise-wide AI impact: beyond ChatGPT
How AI solves bottlenecks across knowledge, documents, decisions, and people
Case Study 1: A national alarm company saving $1M+ a year on truck rolls
Case Study 2: A title agency automating 9 forms for faster closings
Co-Pilot vs Autopilot: from AI assist to end-to-end automation
The “Star Trek computer” vision—is it closer than we think?
Why “wait and see” on AI is a career-limiting move
ROI proof: replacing 6+ FTEs with AI for less than the cost of one
Guest Bios:
Brad Garner – Senior Strategist at Krista, helping organizations unlock enterprise automation and streamline operations.
Aaron Symbolik – Head of Solutions at Krista, passionate about translating business needs into AI-powered wins.
Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.
Guest:
Martin Hobratschk, CEO of Cognita Knowledge Management
Host:
Darren Prine, Cloud Tech Gurus
Episode Overview
Knowledge management is often overlooked — or worse, misunderstood. Many companies think a SharePoint folder or Google Docs library is enough. In reality, these “digital landfills” slow down agents, frustrate customers, and hurt retention.
In this episode, Darren speaks with Martin Hobratschk about the state of knowledge management and how it’s evolving with AI. They cover the real symptoms of broken systems, the business value of doing KM right, and practical steps leaders can take to evaluate, select, and optimize a true knowledge management system.
Key Topics
The difference between a knowledge base and a true KMS
Symptoms of poor KM: repeat customer calls, long agent onboarding, siloed knowledge
The role of KMS in remote and BPO environments
How AI and automation are transforming knowledge sharing
Why knowledge governance is as important as data governance
The ROI of effective KM — from faster onboarding to higher CSAT
How to evaluate readiness and select the right system
Resources Mentioned
Martin’s Book: MVP KB: A Practical Guide for Customer Service Knowledge Management
Free Assessment Toolkit: https://www.cognita-km.com/toolkit
Cognita Knowledge Management: https://www.cognita-km.com
Cloud Tech Gurus: https://www.cloudtechgurus.com
Connect with Martin
Website: https://www.cognita-km.com
LinkedIn: https://www.linkedin.com/in/hobratschk/
Connect with Darren
LinkedIn: https://www.linkedin.com/in/darrenprine/
Website: https://www.cloudtechgurus.com
Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.
Welcome & Background – Jeofrey’s journey and why Gen Z is the focus of his new book.
Why Gen Z is Changing Everything – habits, buying power, and expectations.
The Importance of Trust and Peer Reviews – how Gen Z validates decisions.
Customer Experience Intelligence (CXI) – using data and insights to serve Gen Z.
Balancing Human Touch and AI – why this generation expects both.
Workshop Preview – frameworks and takeaways from the Next Generation CX Workshop.
Final Thoughts & Calls to Action – Jeofrey’s three key takeaways.
Resources Mentioned:
Next Generation Customer Experience Workshop: https://bit.ly/NexGenCXFL
Del Mar Research: https://delmarresearch.com/
Next Generation Customer Experience (Book by Jeofrey Bean): https://a.co/d/5jdqTe2
Connect with the Guests:
Jeofrey Bean – LinkedIn | Website
Darren Prine – LinkedIn | Cloud Tech Gurus
Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.
While the book(s) on Customer Success were already written years ago, embracing Customer Success is still a challenge for many CEO’s and CSL’s. In a sea of opinions, it is easy to follow those who tell you what you like to hear and call uncomfortable messages Fake News.
Follow the lead of the Usain Bolt’s and Tom Brady’s in Customer Success and learn a handful of strategies to achieve 28% higher Net Revenue retention.
#Balto #SupportLogic #Ozonetel #CloudTechGurus
About Vicki Brackett
Recognized as a subject-matter operations expert on virtual/work-at-home environments and leadership development, Vicki Brackett has written for and been interviewed by Forbes, Fast Company, Fortune Magazine, CFO Magazine, CEOWorld, HR News, Woman Diversity, Training Magazine, ICMI, Contact Center Pipeline and a host of other publications, news outlets and podcasts on creative work-at-home, leadership and employee engagement strategies.
Vicki is the author of ‘The Leadership Toolbox - Manage Less Achieve More,’ a book about her experience leading contact center organizations from 200 to 2000+ people across industries ranging from consumer technology, education, automotive, cosmetics, nutrition & other consumer products. Her book showcases a systematic approach to leadership that can transform organizations into top-performing status at an accelerated pace, where employees love coming to work, are engaged & help move the organization forward.
Vicki Brackett is the architect of Virtual Live Labs™, a transformative methodology, that combines interactive consulting and leadership development, simultaneously, to drive operational excellence and increased leadership skills for all levels of leadership, including front-line supervisors. Results include:
• Higher employee engagement and performance
• Accelerated employee retention
• Reductions in employee absenteeism
• Increased employee productivity/utilization
• Higher customer satisfaction
• Increased sales revenue
• More bottom-line contribution
This systematic approach accelerates improvement to KPIs in both work-at-home and hybrid environments by integrating Virtual First™ leadership tools. Organizations become more nimble, and able to maneuver through the current, ever-changing business climate. Leaders become active leaders and learn to break down challenges, coordinate viable solutions across teams, & execute - with results that can be measured.
Episode Sponsors www.supportlogic.io www.balto.ai/guru www.ozonetel.com www.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Things you will learn in this episode:
- Advantages of cloud contact centers
- How to track agent productivity.
- New innovations in contact center space.
- How AI can be integrated into the contact center space.
- How contact centers are moving towards conversations.
Episode Sponsors www.supportlogic.io www.balto.ai/guru www.ozonetel.com www.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Hear how a national non-profit organization nearly doubled their internal NPS employee satisfaction score by using proven tools and concepts to address and improve their agency's culture and by using technology to assist in employee engagement in a nearly 100% remote working environment.
Short list of how we live our culture of KCAs (Key Cultural Attributes)
- President’s Council focus on Culture (detail below), which includes both front-line staff and leaders
- A Culture Turned
- KCAs
- KCA focused company-wide events
- Upcoming in January: KCA training for leaders
- Hurricane Ida $26k dollars
- Karen Soileau Scholarship Fund
- Strategic Goal is to invest in our employees
- Hiring of SVP of HR & Diversity
- Rollout of leadership 360s
- COA accreditation – anticipate passing with flying colors are every 4 year accreditation that looks at things such as training, quality client rights, financial governance, HR practices, etc.
- Yammer
- the All Company Community which includes President’s message in which employees can directly engage with President
- plus employee created communities such as pets, food, gaming, personal finance
- Using technology to remove layers of bureaucracy and creating transparency
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
In This episode you will learn how the Great Resignation is effecting many companies around the world and what are some things we can do to ease the squeeze.
- Learn about new AI Technology Trends
- Learn about the importance of Gig Workers.
- Learn about working with Alex and Aarde to Level Up Your Customer Experience Technology Stack.
- And More.
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
In this episode, you will learn how the Pandemic has significantly accelerated the movement from premises to cloud deployments for CX, as well as tactful strategies and approaches to migrating.
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Enterprise Cloud Adoption
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Embrace vs Stay the Path
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Care is the New Sales
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What the Cloud Delivers Today
-
And More
You can reach Lance at: Lance.Fried@Thrio.com
Thrio’s groundbreaking CCaaS platform features robotic process automation, inbound and outbound voice engines, a complete suite of digital channels (email, chat, SMS, social), and a range of built in AI tools. Thrio offers an API-first architecture and array of security certifications that make it a strong choice for complex and high-volume environments. Thrio’s team of contact center experts develop and market cutting-edge technology that sets a new standard for reliability in contact centers. To learn more, please visit Thrio.com.
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
In this episode you will learn how to explain AI in simple business terms to your leadership; why this category of technology is so exciting and deserves all the attention it is getting right now; and why you and your leadership
should stop "shopping for AI" solutions or saying "we already have an AI solution".
You will learn smart questions to ask AI solution vendors and how to define an initial use case that will produce business value. You will learn how to tell the difference between "real" AI technology that is relevant to you and marketed AI that is meaningless.
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
In this podcast you’ll hear about motivations for up and coming CS leaders, the support, structure and touchpoints needed to help them develop and some of the projects that they can look to co-own as part of their development.
You can reach Eddie on Linkedin Here: https://www.linkedin.com/in/eddie-christian/
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
In this session you will learn ways to create micro learnings in order to train agents on a short program, new process, or a new line in a cost-effective manner and at the same time check for understanding.
What is microlearning?
How do you create microlearning courses?
Is microlearning for everyone?
You can reach Mark on Linkedin here: https://www.linkedin.com/in/marknick/
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Summary of what you will learn:
- How to Transform your Support Team to becoming more Proactive and Engaged
- What are some tools being used to Elevate your Support Team to the Next Level
- Moving from a Cost Center to a Revenue Generating Center
You can reach Emre via Linkedin here:
https://www.linkedin.com/in/emretekoglu/
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
The results from the survey will help companies cut through the noise and understand industry best practices. In addition, it will help executives understand:
-How they stack up to their peers
-Why companies have and haven't adopted AI
-What were the results by those who have adopted AI
-Cost/benefit data
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
In This Episode You Will Learn:
- The New Working From Home Dynamics.
- How it allows you to hire the best and how to keep everyone feeling like part of a team.
- How Workforce Engagement Management Tools are a Must Have
- Keeping Employees Morale Up
- And More....
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Today's Episode, you will learn about:
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Why your potential customers still want to talk to a salesperson (even though its "dangerous")
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Priorities for ensuring your team fundamentally succeeds
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When to start thinking about adding technology to scale your sales operation
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
What You Will Learn:
- Why coaching is critical to contact center success.
- How our evolution as hunter-gathers is preventing your team managers from coaching well.
- What skills your team managers must develop to coach effectively.
- What a cohesive coaching system looks like.
- Why measuring coaching activity and quality is the key to success.
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
How is AI-Powered Speech Analytics transforming Contact Center Performance
What drives changes in CX? What are the most important metrics when it comes to CX? How to combine the power of AI-powered speech analytics and human intelligence to drive better CX and employee performance? Get insights into all these questions in the Podcast. If you can effectively use human intelligence and artificial intelligence, then you can increase customer retention and improve customer experience. Learn more on this from Etech experts.
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
In this episode you will learn about a New Support Experience Platform called, Supportlogic.
- A better way to Predict and Prevent Customer Escalations.
- Turn your Reactive Customer Support Center into a Proactive One.
- Getting better Customer Satisfaction with Sentiment and NLP as opposed to Customer Surveys.
- And More
You can reach John at: john@supportlogic.io
www.supportlogic.io
SupportLogic uniquely addresses the critical business issues of customer escalations and case backlog, allowing our customers to get in front of their business. The impact is immediate and measurable, directly impacting retention (churn), CSAT scores, and team productivity.
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
How to maximize deflection while maximizing efficiencies in interactions without creating Artificial Friction. We will discuss how the advent of AI has created new challenges in the Customer Interaction space. Why does decision making with Empathy impact the bottom line.
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Every contact center leader knows they need an AI strategy, but what exactly are the benefits? AI promises reduced costs, better efficiencies, and a deeper understanding of customer experience if implemented correctly. The question then becomes where to start? How can individuals look into their current contact center and identify which KPI’s they should focus on, how to select a vendor, and how to rally internal teams on this new strategy? Equally important, how do contact center leaders learn to identify what’s real and what’s just hype when it comes to AI, and how do they avoid the pitfalls of a botched AI strategy?
Join IV.AI CEO Vince Lynch and Owen McGrath, Head of US Sales, as they unpack the truths and hype surrounding AI in the contact center, and learn how you build on your current AI strategy to ensure long-term success.
Contact Info Below:
Vince@IV.ai | Owen@IV.ai
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Paul has a BS in Engineering from the United States Military Academy at West Point and an MBA in Finance from Boston University. Paul's work experience begins as a paratrooper and Infantry officer. After grad school he moved into corporate finance. From a finance role he transitioned into field service engineering operations where he built and operated such organizations.
After consulting for a while he yearned for a leadership role again and moved into customer service support and technical support where I have been for the last 15 years.
What you will learn today:
- What is Lean and how does it fit into a call center environment?
- What are some of the aspects of lean execution that you have found are crucial to its success?
- Pros and Cons of Lean Techniques
- How to Apply Lean Techniques in the Real World
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
The Phoenix Contact Center market is highly saturated, and post pandemic, it’s like the Wild, Wild, West. There are so many factors outside of our control, it can be disorienting. What can you control and what are the best decisions under the circumstances?
- Recruiter orientation
- Wages and/or Incentives
- Surveys and feedback
- Communication and Connection
- Debate on when to convert
- Micro promotions
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
In this episode we learned:
- Who are the Cloud Tech Gurus?
- What Services Do They Provide?
- Old Ways of Sourcing New Technology for Contact Centers.
- New and Modern Ways to Source New Technology for Contact Centers.
You can reach the team at: info@cloudtechgurus.com
Episode Sponsors:
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM