https://simplecast.com The Contact Center Gurus The Podcast for Contact Center and Customer Experience Leaders! Learn Best Practices, New Technology, Tips & Tricks, and more. Listen in! 2021 The Contact Center Gurus en Thu, 26 Mar 2026 18:23:47 +0000 Thu, 26 Mar 2026 18:23:58 +0000 https://thecontactcentergurus.com The Contact Center Gurus https://image.simplecastcdn.com/images/b99626d0-f49d-4fa1-9512-38d165c7a51f/b4627acc-e384-44dc-be93-0093dcbea427/3000x3000/contact-20center-20gurus-20podcast.jpg?aid=rss_feed https://thecontactcentergurus.com episodic The Podcast for Contact Center and Customer Experience Leaders! Learn Best Practices, New Technology, Tips & Tricks, and more. Listen in! Jessica Voss false https://feeds.simplecast.com/zLVwudjZ call center, contact center, customer experience, customer service, customer support, cx, dx, quality management, technology Jessica Voss jessica@cloudtechgurus.com 4b951cf6-54b1-4a26-993f-d9d405524fe1 Why the Simplest Contact Center in the Room Keeps Winning 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 Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Thu, 26 Mar 2026 18:23:47 +0000 jessica@cloudtechgurus.com (Jessica Voss) https://thecontactcentergurus.com/episodes/why-the-simplest-contact-center-in-the-room-keeps-winning-Qgy4L2B1 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 Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Why the Simplest Contact Center in the Room Keeps Winning Jessica Voss 00:34:09 Most contact centers don't have a technology problem. They have a too-much-technology problem. Four platforms. Four dashboards. Four contracts. Agents toggling between screens while customers repeat themselves on every call. Then someone at the top says "we need AI" — and tries to layer it onto that mess. Meanwhile, the fastest growing contact centers in the world are running everything from a single browser window. In this episode, Darren Prine sits down with Jim Murphy, CEO and Co-Founder of BroadVoice, to break down why simplicity is winning — and what complexity is really costing the companies still stuck in it. In this episode: → What platform complexity is actually costing you beyond the license fees → Why agents starting from zero on every call isn't a people problem — it's a stack problem → A real healthcare case study: how unifying UCaaS, CCaaS and a BPO on one platform transformed the patient journey → Why data analytics is as important today as the dial tone itself → The BPO evolution: why providers still billing by the human hour are running out of 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 Most contact centers don't have a technology problem. They have a too-much-technology problem. Four platforms. Four dashboards. Four contracts. Agents toggling between screens while customers repeat themselves on every call. Then someone at the top says "we need AI" — and tries to layer it onto that mess. Meanwhile, the fastest growing contact centers in the world are running everything from a single browser window. In this episode, Darren Prine sits down with Jim Murphy, CEO and Co-Founder of BroadVoice, to break down why simplicity is winning — and what complexity is really costing the companies still stuck in it. In this episode: → What platform complexity is actually costing you beyond the license fees → Why agents starting from zero on every call isn't a people problem — it's a stack problem → A real healthcare case study: how unifying UCaaS, CCaaS and a BPO on one platform transformed the patient journey → Why data analytics is as important today as the dial tone itself → The BPO evolution: why providers still billing by the human hour are running out of 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 bpo, customer journey, ai, contact center strategy, contact center technology, bpo transformation, ccaas, cx, omnichannel, contact center, ucaas, customer experience, cloud tech gurus, broadvoice, simplicity false full 31 958a299e-3d85-44fb-86d3-a5481a30b5fd AI Readiness vs. AI Deployment: Why Getting the Order Wrong Costs Millions 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 Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Tue, 24 Mar 2026 17:08:18 +0000 jessica@cloudtechgurus.com (Jessica Voss) https://thecontactcentergurus.com/episodes/ai-readiness-vs-ai-deployment-why-getting-the-order-wrong-costs-millions-DUsvMYdL 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 Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> AI Readiness vs. AI Deployment: Why Getting the Order Wrong Costs Millions Jessica Voss 01:03:45 Most organizations buy AI and call it a day. But that's where the real work begins. In this episode, Darren Prine sits down with Wayne Butterfield, Founder of STX-AI, to unpack why AI initiatives fail after the purchase — and what it actually takes to get real value from your investment. Most organizations buy AI and call it a day. But that's where the real work begins. In this episode, Darren Prine sits down with Wayne Butterfield, Founder of STX-AI, to unpack why AI initiatives fail after the purchase — and what it actually takes to get real value from your investment. stx-ai, wayne butterfield, ai deployment, ai adoption, cx, contact center, darren prine, customer experience, change management, cloud tech gurus, chatbots, ivr false full 30 253b03db-2958-458a-bdac-032546e1a7ac From AI Chaos to Customer Confidence: Building Virtual Agents That Actually Work 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 Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Thu, 18 Dec 2025 13:37:53 +0000 jessica@cloudtechgurus.com (amittai zihove) https://thecontactcentergurus.com/episodes/from-ai-chaos-to-customer-confidence-building-virtual-agents-that-actually-work-_cnbGhV4 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 Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> From AI Chaos to Customer Confidence: Building Virtual Agents That Actually Work amittai zihove 00:46:32 Many contact centers have experimented with AI, but few have seen meaningful results. In this episode of The Contact Center Gurus Podcast, Darren Prine is joined by Adam Fenwick, SVP of Global Alliances at Boost.ai, to explore why conversational AI succeeds in some organizations and fails in others. They unpack real examples of AI deployments across chat and voice, discuss why strategy and conversation design matter more than quick pilots, and explain how regulated industries can safely achieve high automation rates without sacrificing trust or compliance. This episode is a practical guide for CX and contact center leaders who want to move beyond experimentation and deploy AI that customers actually use and trust. Many contact centers have experimented with AI, but few have seen meaningful results. In this episode of The Contact Center Gurus Podcast, Darren Prine is joined by Adam Fenwick, SVP of Global Alliances at Boost.ai, to explore why conversational AI succeeds in some organizations and fails in others. They unpack real examples of AI deployments across chat and voice, discuss why strategy and conversation design matter more than quick pilots, and explain how regulated industries can safely achieve high automation rates without sacrificing trust or compliance. This episode is a practical guide for CX and contact center leaders who want to move beyond experimentation and deploy AI that customers actually use and trust. false full 29 f66c98ff-a5a8-48cd-b7ef-517233ad301d Modern Knowledge Management: Unlocking Real CX Results 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 Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Thu, 4 Dec 2025 18:00:00 +0000 jessica@cloudtechgurus.com (Amittai Zihove) https://thecontactcentergurus.com/episodes/modern-knowledge-management-unlocking-real-cx-results-fc6D4kZu 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 Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Modern Knowledge Management: Unlocking Real CX Results Amittai Zihove 00:35:20 Most AI projects fail long before the technology is even tested — because the knowledge behind them is weak. In this episode, Darren Prine sits down with Tyler Dixon, SVP of Sales at LivePro, to break down why modern knowledge management is becoming the backbone of customer experience and AI readiness. You’ll learn: Why nearly 90% of AI projects fail The truth about “garbage in → garbage out” How a single source of truth transforms every channel What Gen Z expects vs. traditional callers How knowledge impacts training time, accuracy, and customer satisfaction What leaders must fix before scaling AI The future of knowledge management in CX If your team is exploring AI, automation, or self-service, this conversation will help you build a strong foundation that delivers real results. Most AI projects fail long before the technology is even tested — because the knowledge behind them is weak. In this episode, Darren Prine sits down with Tyler Dixon, SVP of Sales at LivePro, to break down why modern knowledge management is becoming the backbone of customer experience and AI readiness. You’ll learn: Why nearly 90% of AI projects fail The truth about “garbage in → garbage out” How a single source of truth transforms every channel What Gen Z expects vs. traditional callers How knowledge impacts training time, accuracy, and customer satisfaction What leaders must fix before scaling AI The future of knowledge management in CX If your team is exploring AI, automation, or self-service, this conversation will help you build a strong foundation that delivers real results. ai readiness, livepro, tyler dixon, knowledge management, contact center, customer experience, cx podcast, call center technology false full 28 5d9da883-54fe-4ec4-99a7-82265ae1d7f9 Automation and AI in Support: Keeping the Human Touch 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 Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Thu, 6 Nov 2025 16:40:14 +0000 jessica@cloudtechgurus.com (Jessica Voss) https://thecontactcentergurus.com/episodes/automation-and-ai-in-support-keeping-the-human-touch-WybZv5Nu 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 Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Automation and AI in Support: Keeping the Human Touch Jessica Voss 00:30:33 Can AI truly deliver personalized customer service — without losing the human touch? In this episode of The Contact Center Gurus Podcast, Darren Prine sits down with Dan O’Connell, CEO of Front, to explore how automation and AI can help 9,000+ teams scale customer communication without sacrificing authenticity or empathy. They discuss: 🤖 How to use AI to empower agents, not replace them 💬 Building consistent, cross-channel customer experiences ⚡ Simplifying customer operations through one unified platform 👥 Why keeping humans in the loop is key to lasting customer relationships Can AI truly deliver personalized customer service — without losing the human touch? In this episode of The Contact Center Gurus Podcast, Darren Prine sits down with Dan O’Connell, CEO of Front, to explore how automation and AI can help 9,000+ teams scale customer communication without sacrificing authenticity or empathy. They discuss: 🤖 How to use AI to empower agents, not replace them 💬 Building consistent, cross-channel customer experiences ⚡ Simplifying customer operations through one unified platform 👥 Why keeping humans in the loop is key to lasting customer relationships unified cx platform, cx leadership, ai in customer support, contact center podcast, automation and ai, customer operations, dan o’connell, darren prine, customer experience, front app false full 27 02ef9b9d-a5a2-4562-a52b-a493587c5559 The Analytics Advantage: Why the Right QA Solution Defines Your CX Success 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.

]]> Thu, 9 Oct 2025 21:27:18 +0000 jessica@cloudtechgurus.com (Jessica Voss) https://thecontactcentergurus.com/episodes/the-analytics-advantage-why-the-right-qa-solution-defines-your-cx-success-CVRFNS5m 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.

]]> The Analytics Advantage: Why the Right QA Solution Defines Your CX Success Jessica Voss 00:26:03 In this episode of The Contact Center Gurus Podcast, Darren Prine sits down with Jim Iyoob, President of ETS Labs and Chief Customer Officer at Etech Global Services. With over 35 years in contact centers, Jim explains why QA isn’t a score, it’s a behavior, and how predictive coaching and analytics are transforming customer experience from reactive to proactive. In this episode of The Contact Center Gurus Podcast, Darren Prine sits down with Jim Iyoob, President of ETS Labs and Chief Customer Officer at Etech Global Services. With over 35 years in contact centers, Jim explains why QA isn’t a score, it’s a behavior, and how predictive coaching and analytics are transforming customer experience from reactive to proactive. cx leadership, jim iyoob, customer analytics, ets labs, contact center podcast, quality assurance, predictive coaching, etech global services, customer service ai, qa in contact centers, darren prine, ai in customer experience false full 26 3de33965-abbd-4a28-b84b-9e6c3b4f607d AI, Humans & the Future of CX 🚀 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.

]]> Fri, 3 Oct 2025 17:46:59 +0000 jessica@cloudtechgurus.com (Jessica Voss) https://thecontactcentergurus.com/episodes/ai-humans-the-future-of-cx-MiMaOv98 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.

]]> AI, Humans & the Future of CX 🚀 Jessica Voss 00:39:07 In this episode of The Contact Center Gurus Podcast, Darren Prine sits down with Pat Reetz, Chief Growth Officer at LinkLive, to explore the intersection of AI and human empathy in customer experience. From breaking down silos to balancing automation with the human touch, Pat shares insights on how modern CX leaders can turn contact centers into engines of trust, loyalty, and revenue In this episode of The Contact Center Gurus Podcast, Darren Prine sits down with Pat Reetz, Chief Growth Officer at LinkLive, to explore the intersection of AI and human empathy in customer experience. From breaking down silos to balancing automation with the human touch, Pat shares insights on how modern CX leaders can turn contact centers into engines of trust, loyalty, and revenue false full 25 42f35c10-86a9-45f2-b2df-37b769c42976 The AI Secrets Most Companies Don’t Know (Yet) 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.

]]> Fri, 12 Sep 2025 21:12:08 +0000 jessica@cloudtechgurus.com (Amittai Zihove) https://thecontactcentergurus.com/episodes/the-ai-secrets-most-companies-dont-know-yet-bZ_TUYlF 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.

]]> The AI Secrets Most Companies Don’t Know (Yet) Amittai Zihove 00:42:25 AI isn’t hype—it’s here, and it’s already delivering results most leaders don’t realize are possible. In this episode of The Contact Center Gurus Podcast, Darren Prine talks with Brad Garner and Aaron Symbolik about the real business wins AI is driving today—and why “wait and see” is the fastest way to fall behind. AI isn’t hype—it’s here, and it’s already delivering results most leaders don’t realize are possible. In this episode of The Contact Center Gurus Podcast, Darren Prine talks with Brad Garner and Aaron Symbolik about the real business wins AI is driving today—and why “wait and see” is the fastest way to fall behind. automation for enterprises, star trek ai, enterprise ai, contact center technology, ai roi, customer experience, krista ai, ai orchestration, ai in contact centers false full 24 09fb2d3b-6c1d-4148-9f8c-a956d9bb595d Future of Knowledge Management | Martin Hobratschk 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.

]]> Thu, 28 Aug 2025 21:51:21 +0000 jessica@cloudtechgurus.com (Host: Darren Prine, Guest: Martin Hobratschk) https://thecontactcentergurus.com/episodes/future-of-knowledge-management-martin-hobratschk-bkwKNz5F 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.

]]> Future of Knowledge Management | Martin Hobratschk Host: Darren Prine, Guest: Martin Hobratschk 00:27:47 In this episode of Contact Center Journeys, host Darren Prine sits down with knowledge management expert Martin Hobratschk to discuss the future of knowledge systems in customer experience. They explore the symptoms of broken KM, the risks of “digital landfills,” and how AI is reshaping knowledge management across contact centers. In this episode of Contact Center Journeys, host Darren Prine sits down with knowledge management expert Martin Hobratschk to discuss the future of knowledge systems in customer experience. They explore the symptoms of broken KM, the risks of “digital landfills,” and how AI is reshaping knowledge management across contact centers. cx leadership, broken knowledge management, knowledge management, contact center podcast, martin hobratschk, digital landfill, contact center journeys podcast, customer experience, cognita knowledge management, bpo knowledge management, cloud tech gurus, ai in customer experience false full 23 13c3b7f7-cc6f-4265-afdb-22c4cc9e79e1 Next Generation CX with Jeofrey Bean: Why Gen Z Is Rewriting Customer Experience 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.

]]> Thu, 14 Aug 2025 15:08:22 +0000 jessica@cloudtechgurus.com (Amittai Zihove, Jessica Voss, Darren Prine) https://thecontactcentergurus.com/episodes/next-generation-cx-with-jeofrey-bean-why-gen-z-is-rewriting-customer-experience-HeIx363n 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.

]]> Next Generation CX with Jeofrey Bean: Why Gen Z Is Rewriting Customer Experience Amittai Zihove, Jessica Voss, Darren Prine 00:37:00 Gen Z is reshaping customer experience in ways most brands aren’t ready for. In this episode, Darren Prine is joined by CX thought leader Jeofrey Bean, author of Next Generation Customer Experience, to discuss why Gen Z is so different, what most companies are missing, and how leaders can deliver CX that wins their trust and loyalty. From trust and peer recommendations to the right balance of AI and human empathy, this conversation is packed with insights for today’s CX and contact center leaders Gen Z is reshaping customer experience in ways most brands aren’t ready for. In this episode, Darren Prine is joined by CX thought leader Jeofrey Bean, author of Next Generation Customer Experience, to discuss why Gen Z is so different, what most companies are missing, and how leaders can deliver CX that wins their trust and loyalty. From trust and peer recommendations to the right balance of AI and human empathy, this conversation is packed with insights for today’s CX and contact center leaders peer recommendations, customer success, contact center podcast, gen z buying power, customer loyalty, customer experience intelligence, cxi, darren prine, customer trust, gen z customer experience, cx podcast, next generation cx, cloud tech gurus, ai and human empathy, jeofrey bean false full 22 cb0c0925-1f38-4e49-9096-0ed13d88b5de Customer Success Myth Buster – Separating Fake News from Reality 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Tue, 24 May 2022 23:17:19 +0000 jessica@cloudtechgurus.com (Andreas Knoefel, Jessica Voss) https://thecontactcentergurus.com/episodes/customer-success-myth-buster-separating-fake-news-from-reality-qMYVctSz 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Customer Success Myth Buster – Separating Fake News from Reality Andreas Knoefel, Jessica Voss 00:28:41 Andreas Knoefel: · Top50 Customer Success Influencer for the second year in a row · Inventor of the Customer Success Performance Index™, a benchmark which highlights how the best-in-class businesses achieve 28% higher NRR · Chief Customer Officer and CS strategy consultant from startups, to SMB’s and F100 enterprises · Math Ph.D. (don’t hold that against me) · Mountain biker, backpacker and hobby chef Sponsors: www.balto.com/guru www.supportlogic.com www.ozonetel.com www.cloudtechgurus.com Andreas Knoefel: · Top50 Customer Success Influencer for the second year in a row · Inventor of the Customer Success Performance Index™, a benchmark which highlights how the best-in-class businesses achieve 28% higher NRR · Chief Customer Officer and CS strategy consultant from startups, to SMB’s and F100 enterprises · Math Ph.D. (don’t hold that against me) · Mountain biker, backpacker and hobby chef Sponsors: www.balto.com/guru www.supportlogic.com www.ozonetel.com www.cloudtechgurus.com customer success, supportlogic, customer support, cloud tech gurus, balto, ozonetel true full 21 1d07b7d4-1a14-48e0-b03d-ef32c7548f8e How Do You Fix a Fast Moving Train 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Tue, 24 May 2022 22:38:21 +0000 jessica@cloudtechgurus.com (Darren Prine, Vicki Brackett) https://thecontactcentergurus.com/episodes/how-do-you-fix-a-fast-moving-train-tLYU5say 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> How Do You Fix a Fast Moving Train Darren Prine, Vicki Brackett 00:52:21 Employees have lost faith in leaders' ability to move the business forward. Supervisors are trying to band-aid processes and the lack of technology to keep their teams moving. Frustration is leading to a mass exodus. Increased recruiting, hiring, onboarding, training, nesting and new agent speedto competency all costs money. Eroding brand reputation as a result of negative customer care interactions is causing customers to jump ship and move to the competition in hopes of a better customer experience. How do we fix this? Featuring Vicki Brackett with Virtual Live Labs Virtual Live Labs - https://www.virtuallivelabs.com/ Vicki Brackett - https://www.linkedin.com/in/vickibrackett/ 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 Employees have lost faith in leaders' ability to move the business forward. Supervisors are trying to band-aid processes and the lack of technology to keep their teams moving. Frustration is leading to a mass exodus. Increased recruiting, hiring, onboarding, training, nesting and new agent speedto competency all costs money. Eroding brand reputation as a result of negative customer care interactions is causing customers to jump ship and move to the competition in hopes of a better customer experience. How do we fix this? Featuring Vicki Brackett with Virtual Live Labs Virtual Live Labs - https://www.virtuallivelabs.com/ Vicki Brackett - https://www.linkedin.com/in/vickibrackett/ 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 supportlogic, cx, contact center, customer experience, cloud tech gurus, balto, ozonetel false full 20 81edfd93-4c87-4698-9e35-8414d3569aaf Innovations Driving The Contact Center 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Tue, 15 Feb 2022 19:43:53 +0000 jessica@cloudtechgurus.com (Rob Enslow, Chaitanya Chokkareddy) https://thecontactcentergurus.com/episodes/innovations-driving-the-contact-center-Ym_iZhGz 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Innovations Driving The Contact Center Rob Enslow, Chaitanya Chokkareddy 00:42:59 Chaitanya is the co-founder/chief product officer of Ozonetel Communications Inc. At Ozonetel, Chaitanya built the core CCaaS/CPaaS application framework responsible for handling 20 million calls and 100,000 agent logins per day. The Ozonetel platform has 3000 businesses as their customers and handles more than a billion calls per year. Chaitanya is a core technologist with a Masters in Computer Science from University of Florida. Chaitanya has expertise in web frameworks and deep learning(NLP/ASR). Some innovations Chaitanya has worked on- First MRCP connector to Asterisk, first use of Websockets in a CCaaS, first CCaaS in India, first CPaaS in India and a new first which will be demoed during the presentation. Chaitanya is also active in the Indian startup ecosystem organizing many events. He is also an open source proponent and an active member of Swecha, an open source organization in Hyderabad. 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 Chaitanya is the co-founder/chief product officer of Ozonetel Communications Inc. At Ozonetel, Chaitanya built the core CCaaS/CPaaS application framework responsible for handling 20 million calls and 100,000 agent logins per day. The Ozonetel platform has 3000 businesses as their customers and handles more than a billion calls per year. Chaitanya is a core technologist with a Masters in Computer Science from University of Florida. Chaitanya has expertise in web frameworks and deep learning(NLP/ASR). Some innovations Chaitanya has worked on- First MRCP connector to Asterisk, first use of Websockets in a CCaaS, first CCaaS in India, first CPaaS in India and a new first which will be demoed during the presentation. Chaitanya is also active in the Indian startup ecosystem organizing many events. He is also an open source proponent and an active member of Swecha, an open source organization in Hyderabad. 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 ai, supportlogic, contact center technology, ccaas, cx, omnichannel, customer experience, cloud tech gurus, balto, ozonetel false full 19 7ab338b9-5715-4888-8e29-bf9d010861ad Cultural and Employee Engagement 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)

  1. President’s Council focus on Culture (detail below), which includes both front-line staff and leaders
    1. A Culture Turned
    2. KCAs
    3. KCA focused company-wide events
    4. Upcoming in January: KCA training for leaders
  2. Hurricane Ida $26k dollars
  3. Karen Soileau Scholarship Fund
  4. Strategic Goal is to invest in our employees
  5. Hiring of SVP of HR & Diversity
  6. Rollout of leadership 360s
  7. 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.
  8. Yammer
    1. the All Company Community which includes President’s message in which employees can directly engage with President
    2. plus employee created communities such as pets, food, gaming, personal finance
  9. 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Tue, 15 Feb 2022 19:17:51 +0000 jessica@cloudtechgurus.com (Jim Triggs, Jessica Voss) https://thecontactcentergurus.com/episodes/cultural-and-employee-engagement-se_PHrwA 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)

  1. President’s Council focus on Culture (detail below), which includes both front-line staff and leaders
    1. A Culture Turned
    2. KCAs
    3. KCA focused company-wide events
    4. Upcoming in January: KCA training for leaders
  2. Hurricane Ida $26k dollars
  3. Karen Soileau Scholarship Fund
  4. Strategic Goal is to invest in our employees
  5. Hiring of SVP of HR & Diversity
  6. Rollout of leadership 360s
  7. 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.
  8. Yammer
    1. the All Company Community which includes President’s message in which employees can directly engage with President
    2. plus employee created communities such as pets, food, gaming, personal finance
  9. 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Cultural and Employee Engagement Jim Triggs, Jessica Voss 00:27:54 Jim Triggs was named President and CEO of MMI in 2019. Since joining the organization over 20 years ago, Jim has held a number of executive positions, providing vision and guidance to many of MMI’s core national programs. His focus across every leadership role has been to increase the accessibility and efficiency of MMI’s counseling programs, leveraging emerging technology and proven best practices to reach more consumers in more places than ever before. Jim has continually embraced innovation in the pursuit of programs and services that properly adapt to a changing consumer landscape, maximizing the potential of MMI’s talented workforce to serve a wide range of consumer pain points. His promotion of speech analytics has given MMI deeper insight into the needs of its clients, providing a strong foundation for both effective employee training and more nuanced marketing efforts. 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 Jim Triggs was named President and CEO of MMI in 2019. Since joining the organization over 20 years ago, Jim has held a number of executive positions, providing vision and guidance to many of MMI’s core national programs. His focus across every leadership role has been to increase the accessibility and efficiency of MMI’s counseling programs, leveraging emerging technology and proven best practices to reach more consumers in more places than ever before. Jim has continually embraced innovation in the pursuit of programs and services that properly adapt to a changing consumer landscape, maximizing the potential of MMI’s talented workforce to serve a wide range of consumer pain points. His promotion of speech analytics has given MMI deeper insight into the needs of its clients, providing a strong foundation for both effective employee training and more nuanced marketing efforts. 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 supportlogic, company culture, cx, contact center, employee engagement, customer experience, cloud tech gurus, balto, ozonetel false full 18 58ee288b-2775-45e7-8023-19177d996823 The Great Resignation: How we can leverage AI & Gig Workers 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Fri, 14 Jan 2022 17:15:06 +0000 jessica@cloudtechgurus.com (Aarde Cosseboom, Alex McBratney, Darren Prine, Jessica Voss) https://thecontactcentergurus.com/episodes/the-great-resignation-how-we-can-leverage-ai-gig-workers-DdoFA2WZ 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> The Great Resignation: How we can leverage AI & Gig Workers Aarde Cosseboom, Alex McBratney, Darren Prine, Jessica Voss 00:40:27 Alex is a partner at Adler Advisors. His career in telecommunications started as an independent Time Warner Cable sales consultant for Sandler Partners. After only 18 months he had acquired 395 clients! Him and his team are Technology Leaders, who simplify the technology buying process from start through service. They believe an unbiased technology recommendation builds long lasting partnerships and future proofs our client’s organizations. Every engagement is custom built with a focus on driving their specific business outcomes through a simple yet proven process. Alex's Linkedin: https://www.linkedin.com/in/alexmcbratney/ Aarde is CEO of Clariti. Clariti is a peer network designed to help businesses discover, select, launch, and maintain technology. Our company helps ensure technology and business partner alignment to reduce risk of project failure and overspending. By working with our team, your company can optimize and become more efficient with the vendor and product selection process. Allowing alignment to your business goals without spending large amounts of internal resources or time. For the last 2 decades Aarde's professional experience has been in the Contact Center world, helping businesses support their consumers through cloud-based technologies. He enjoys working with large global customer service teams to increase, customer experience, customer loyalty, operations, customer service. Aarde is the author of 'Enable Better Service: A Customer Service Contact Center Story of Breaking Away from the Norm Through Creativity, Technology and Innovation'. Available on Amazon. Aarde's Linkedin: https://www.linkedin.com/in/aarde-cosseboom-99755546/ 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 Alex is a partner at Adler Advisors. His career in telecommunications started as an independent Time Warner Cable sales consultant for Sandler Partners. After only 18 months he had acquired 395 clients! Him and his team are Technology Leaders, who simplify the technology buying process from start through service. They believe an unbiased technology recommendation builds long lasting partnerships and future proofs our client’s organizations. Every engagement is custom built with a focus on driving their specific business outcomes through a simple yet proven process. Alex's Linkedin: https://www.linkedin.com/in/alexmcbratney/ Aarde is CEO of Clariti. Clariti is a peer network designed to help businesses discover, select, launch, and maintain technology. Our company helps ensure technology and business partner alignment to reduce risk of project failure and overspending. By working with our team, your company can optimize and become more efficient with the vendor and product selection process. Allowing alignment to your business goals without spending large amounts of internal resources or time. For the last 2 decades Aarde's professional experience has been in the Contact Center world, helping businesses support their consumers through cloud-based technologies. He enjoys working with large global customer service teams to increase, customer experience, customer loyalty, operations, customer service. Aarde is the author of 'Enable Better Service: A Customer Service Contact Center Story of Breaking Away from the Norm Through Creativity, Technology and Innovation'. Available on Amazon. Aarde's Linkedin: https://www.linkedin.com/in/aarde-cosseboom-99755546/ 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 automation, al, gig workers, supportlogic, great resignation, contact center technology, cx, customer experience, nlp, ml, adler partners, cloud tech gurus, balto, ozonetel, clariti false full 17 8a188376-d34c-4605-832e-2ac919dca515 Ready or Not, Here Comes The Cloud 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.

* Enterprise Cloud Adoption

* Embrace vs Stay the Path

* Care is the New Sales

* 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Fri, 14 Jan 2022 17:00:39 +0000 jessica@cloudtechgurus.com (Lance Fried, Jessica Voss, Darren Prine) https://thecontactcentergurus.com/episodes/ready-or-not-here-comes-the-cloud-9ApTqqKH 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.

* Enterprise Cloud Adoption

* Embrace vs Stay the Path

* Care is the New Sales

* 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. 

 

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Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Ready or Not, Here Comes The Cloud Lance Fried, Jessica Voss, Darren Prine 00:52:57 Lance Fried is the Chief Marketing Officer at Thrio, a leading CCaaS provider. He is a recognized cloud software evangelist focused on marketing, strategy, product, team building, and driving revenue growth for emerging high-technology companies. Lance has spent the majority of his career in the hosted contact center space and has enjoyed success everywhere he has been. Lance is a well-known blogger, speaker, and panelist at various technology and customer care industry conferences. Lance received an Economics degree from Columbia University and an MBA from The University of Michigan. 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 Lance Fried is the Chief Marketing Officer at Thrio, a leading CCaaS provider. He is a recognized cloud software evangelist focused on marketing, strategy, product, team building, and driving revenue growth for emerging high-technology companies. Lance has spent the majority of his career in the hosted contact center space and has enjoyed success everywhere he has been. Lance is a well-known blogger, speaker, and panelist at various technology and customer care industry conferences. Lance received an Economics degree from Columbia University and an MBA from The University of Michigan. 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 thrio, supportlogic, ccaas, cx, omnichannel, customer experience, cloud tech gurus, balto, ozonetel false full 16 176132dc-8ee0-4c3a-9588-d221b0bb5b84 Why You Should Stop Shopping for AI 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

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www.cloudtechgurus.com 

#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Fri, 14 Jan 2022 16:43:19 +0000 jessica@cloudtechgurus.com (Linda Klug, Jessica Voss) https://thecontactcentergurus.com/episodes/why-you-should-stop-shopping-for-ai-hmHStFt_ 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Why You Should Stop Shopping for AI Linda Klug, Jessica Voss 00:34:30 Linda Klug is the Founder & CEO of Airin, an artificial intelligence deep technology company that clones the cognitive reasoning of experts. Airin has attracted enterprise early adopters including Microsoft, Google, Motorola, Teradata and Accenture. Linda formerly led global enterprise technology divisions in Silicon Valley for Fortune 500 technology companies including VERITAS, Symantec, and EMC. An enterprise technology innovator for 20 years, Linda holds 12 enterprise technology patents including two for innovations in artificial intelligence technology. Airin is recognized by Microsoft as a global top 10 AI innovator. www.airin.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 Linda Klug is the Founder & CEO of Airin, an artificial intelligence deep technology company that clones the cognitive reasoning of experts. Airin has attracted enterprise early adopters including Microsoft, Google, Motorola, Teradata and Accenture. Linda formerly led global enterprise technology divisions in Silicon Valley for Fortune 500 technology companies including VERITAS, Symantec, and EMC. An enterprise technology innovator for 20 years, Linda holds 12 enterprise technology patents including two for innovations in artificial intelligence technology. Airin is recognized by Microsoft as a global top 10 AI innovator. www.airin.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 airin, ai, supportlogic, customer experience, nlp, ml, agent coaching, cloud tech gurus, balto, ozonetel, ai agent assistant false full 15 3ec28290-5024-49bb-83dd-289ee4ae5762 Mentorship: Understanding and developing the next generation of Customer Success Leaders 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/

 

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Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Fri, 19 Nov 2021 18:15:05 +0000 jessica@cloudtechgurus.com (Eddie Christian, Jessica Voss) https://thecontactcentergurus.com/episodes/mentorship-understanding-and-developing-the-next-generation-of-customer-success-leaders-XQLbjPu0 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Mentorship: Understanding and developing the next generation of Customer Success Leaders Eddie Christian, Jessica Voss 00:23:53 Eddie Christian is the Global Head of Customer Success as Resy, American Express Global Dining Network. Eddie is also a former professional baseball player and a talented Customer Success and Customer Experience leader with over 17 years of experience in Customer Success, Sales and Marketing. He brings a wealth of expertise with particular strengths in organization building, increasing client satisfaction with a focus on decreasing user churn, increasing product adoption and developing processes, procedures and workflows to optimize the client experience. With an abundance of experience in building teams, Eddie has a unique skill and understanding of how to mentor team members with a focus on internal collaboration. 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 Eddie Christian is the Global Head of Customer Success as Resy, American Express Global Dining Network. Eddie is also a former professional baseball player and a talented Customer Success and Customer Experience leader with over 17 years of experience in Customer Success, Sales and Marketing. He brings a wealth of expertise with particular strengths in organization building, increasing client satisfaction with a focus on decreasing user churn, increasing product adoption and developing processes, procedures and workflows to optimize the client experience. With an abundance of experience in building teams, Eddie has a unique skill and understanding of how to mentor team members with a focus on internal collaboration. 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 customer success, supportlogic, mentoring, cx, customer support, mentorship, customer experience, cloud tech gurus, balto, ozonetel false full 14 b20ed4ee-b0db-403f-ab8f-82691d239b9e Reducing Turnaround Time To Train Agents With MicroLearning 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

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#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Wed, 17 Nov 2021 23:15:11 +0000 jessica@cloudtechgurus.com (Mark Pereira, Rob Enslow, Jessica Voss) https://thecontactcentergurus.com/episodes/reducing-turnaround-time-to-train-agents-with-mirolearning-CU3Q8eWw 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Reducing Turnaround Time To Train Agents With MicroLearning Mark Pereira, Rob Enslow, Jessica Voss 00:29:43 Mark Pereira is a Trainer and On-Site Supervisor at Briljent LLC. He is a Certified Professional Trainer (CPT), Certified Customer Service Professional (CCSP), Corporate Trainer Certified (CTC), and Modern Classroom Certified Trainer (MCCT). Mark is a learning leader who applies what he learns to continuously add value to his team while also implementing proven teaching methods to improve retention while taking calls, effective coaching, engaging agents for increased productivity, and leading with empathy. Mark has a bachelor’s degree in Commerce (BCcom), and currently resides in Indianapolis. 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 Mark Pereira is a Trainer and On-Site Supervisor at Briljent LLC. He is a Certified Professional Trainer (CPT), Certified Customer Service Professional (CCSP), Corporate Trainer Certified (CTC), and Modern Classroom Certified Trainer (MCCT). Mark is a learning leader who applies what he learns to continuously add value to his team while also implementing proven teaching methods to improve retention while taking calls, effective coaching, engaging agents for increased productivity, and leading with empathy. Mark has a bachelor’s degree in Commerce (BCcom), and currently resides in Indianapolis. 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 supportlogic, microlearning, customer support, contact center, agent training, customer experience, cloud tech gurus, balto, ozonetel, agent experience true full 13 7dae93bb-3b3e-4b5a-b406-dbf5e70b790f Why Customer Support is No Longer the Red-Headed Stepchild Summary of what you will learn:

  1. How to Transform your Support Team to becoming more Proactive and Engaged
  2. What are some tools being used to Elevate your Support Team to the Next Level
  3. 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

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www.cloudtechgurus.com 

#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Wed, 17 Nov 2021 22:49:59 +0000 jessica@cloudtechgurus.com (Emre Tekoglu, Jessica Voss) https://thecontactcentergurus.com/episodes/customer-support-is-no-longer-the-red-headed-stepchild-wUWu9fP6 Summary of what you will learn:

  1. How to Transform your Support Team to becoming more Proactive and Engaged
  2. What are some tools being used to Elevate your Support Team to the Next Level
  3. 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Why Customer Support is No Longer the Red-Headed Stepchild Emre Tekoglu, Jessica Voss 00:28:11 In this episode Emre Tekoglu, VP of Support with Zywave, and shares how the Customer Support World is Transforming Emre recently joined Zywave as their VP, Customer support from Salesforce, where he served as a senior support leader. Prior, he served in both support leadership, consulting and business analyst roles over his 18 year career history. He is an avid reader and learner and has been a guest lecturer at Universities nationally and internationally on various topics including leadership and support. He also published an e-book on support called “The Lost Art of Customer Support.” He is also an avid sports fan of soccer, NBA basketball and tennis, which he played at the collegiate level. 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 Emre Tekoglu, VP of Support with Zywave, and shares how the Customer Support World is Transforming Emre recently joined Zywave as their VP, Customer support from Salesforce, where he served as a senior support leader. Prior, he served in both support leadership, consulting and business analyst roles over his 18 year career history. He is an avid reader and learner and has been a guest lecturer at Universities nationally and internationally on various topics including leadership and support. He also published an e-book on support called “The Lost Art of Customer Support.” He is also an avid sports fan of soccer, NBA basketball and tennis, which he played at the collegiate level. 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 customer success, supportlogic, customer service, customer support, cloud tech gurus, customer supprt, balto, ozonetel false full 12 dd3cf670-ff97-4f7a-b5a0-b95d94ec34f3 AI Adoption Study 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Sat, 9 Oct 2021 23:04:47 +0000 jessica@cloudtechgurus.com (Owen McGrath, Darren Prine) https://thecontactcentergurus.com/episodes/ai-adoption-study-fpD76XUb 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> AI Adoption Study Owen McGrath, Darren Prine 00:37:45 In This Episode, We discuss why an AI Adoption Study is important to Contact Center Leaders with our Guest: Owen McGrath, Head of Sales for IV.ai. With Conversational AI continuing to grab headlines in the Contact Center world, many of us are left asking, “what’s real and what’s hype?” and “What works and what doesn’t?” We will discuss how you can be a part of this global scale study. Please reach out to: 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 In This Episode, We discuss why an AI Adoption Study is important to Contact Center Leaders with our Guest: Owen McGrath, Head of Sales for IV.ai. With Conversational AI continuing to grab headlines in the Contact Center world, many of us are left asking, “what’s real and what’s hype?” and “What works and what doesn’t?” We will discuss how you can be a part of this global scale study. Please reach out to: 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 automation, digital experience, ai, supportlogic, contact center technology, cx, artificial intelligence, customer experience, cloud tech gurus, balto, ozonetel false full 11 466f4351-5493-48a6-8d5a-97a2082c40ab Work From Home - The New Office 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Sat, 9 Oct 2021 22:41:48 +0000 jessica@cloudtechgurus.com (Jennifer Waite, Jessica Voss, Rob Enslow) https://thecontactcentergurus.com/episodes/work-for-home-the-new-office-cvvRthoo 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Work From Home - The New Office Jennifer Waite, Jessica Voss, Rob Enslow 00:30:00 Jennifer Waite has been in the customer experience and contact center industry for the past 30 years, focused on defining and implementing market strategies to support cloud contact center solutions market position, market segmentation, launch plans, and messaging. As a recognized leader in the industry, Jen has led customer advisory boards and serves as the co-president of the NY Metro chapter for the Professional Association for Customer Engagement (PACE). Her entrance into the contact center industry was a part-time job during high school which started a career that allowed her to work in consulting where she led creative design for implementing quality programs for Fortune 500 companies. As an evangelist for this industry, she enjoys sharing her experiences in hopes of creating the most effective and efficient customer interactions. Contact Information: Jennifer Waite - jwaite@playvox.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 Jennifer Waite has been in the customer experience and contact center industry for the past 30 years, focused on defining and implementing market strategies to support cloud contact center solutions market position, market segmentation, launch plans, and messaging. As a recognized leader in the industry, Jen has led customer advisory boards and serves as the co-president of the NY Metro chapter for the Professional Association for Customer Engagement (PACE). Her entrance into the contact center industry was a part-time job during high school which started a career that allowed her to work in consulting where she led creative design for implementing quality programs for Fortune 500 companies. As an evangelist for this industry, she enjoys sharing her experiences in hopes of creating the most effective and efficient customer interactions. Contact Information: Jennifer Waite - jwaite@playvox.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 work from home, supportlogic, contact center, workforce engagement management, customer experience, wem, cloud tech gurus, balto, ozonetel, agent performance management false full 10 e321f9ef-fd9d-4286-bed9-75356cf9fa13 Why Contact Center Tech won't save you from Needing Salespeople on the Phones  Today's Episode, you will learn about:

- Why your potential customers still want to talk to a salesperson (even though its "dangerous")

- Priorities for ensuring your team fundamentally succeeds 

- 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Sat, 9 Oct 2021 22:11:59 +0000 jessica@cloudtechgurus.com (Jason Cutter, Rob Enslow, Jessica Voss) https://thecontactcentergurus.com/episodes/why-contact-center-tech-wont-save-you-from-needing-salespeople-on-the-phones-rMTpqgHt  Today's Episode, you will learn about:

- Why your potential customers still want to talk to a salesperson (even though its "dangerous")

- Priorities for ensuring your team fundamentally succeeds 

- 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Why Contact Center Tech won't save you from Needing Salespeople on the Phones Jason Cutter, Rob Enslow, Jessica Voss 00:48:56 Jason Cutter, CEO of Cutter Consulting Group, is an author, podcaster and sees himself as a sales success architect for companies and individuals. Even though he didn’t have a sales upbringing or background (his bachelor’s degree is in Marine Biology), he knows what it takes to be successful in sales. His first book – Selling With Authentic Persuasion: Transform from Order Taker to Quota Breaker - is focused on helping anyone in a sales professional. Contact: jason@cutterconsultinggroup.com https://www.jasoncutter.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 Jason Cutter, CEO of Cutter Consulting Group, is an author, podcaster and sees himself as a sales success architect for companies and individuals. Even though he didn’t have a sales upbringing or background (his bachelor’s degree is in Marine Biology), he knows what it takes to be successful in sales. His first book – Selling With Authentic Persuasion: Transform from Order Taker to Quota Breaker - is focused on helping anyone in a sales professional. Contact: jason@cutterconsultinggroup.com https://www.jasoncutter.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 supportlogic, contact center sales, call center sales, sales, contact center, cloud tech gurus, call center, balto, ozonetel false full 9 b75ef7b4-e4b9-4994-abc0-8c4f52fdc4de Why 79% of Your Team Managers are Poor Coaches and What to Do About It 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Sat, 9 Oct 2021 22:00:41 +0000 jessica@cloudtechgurus.com (Rob Enslow, Blair Stevenson, Jessica Voss) https://thecontactcentergurus.com/episodes/why-79-of-your-team-managers-are-poor-coaches-and-what-to-do-about-it-YTixQ8OC 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Why 79% of Your Team Managers are Poor Coaches and What to Do About It Rob Enslow, Blair Stevenson, Jessica Voss 00:38:45 Blair Stevenson. Founder of BravaTrak. Sales Leadership Specialist Over 20 years’ experience assisting companies to increase revenue and achieve their sales growth targets. Degree in Psychology. Applies behavioral science principles to enhance sales leadership in contact centers and inside sales teams. Author of ‘Game On 2nd Ed: How to create a world-class coaching culture so you boost engagement and drive results.’ It is available on Amazon here: https://tinyurl.com/4ufwps4a You can reach Blair at: blairs@bravatrak.com www.bravatrak.com Take Advantage of a Free Sales Coaching Audit from Bravatrak, mention the CTG Podcast! 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 Blair Stevenson. Founder of BravaTrak. Sales Leadership Specialist Over 20 years’ experience assisting companies to increase revenue and achieve their sales growth targets. Degree in Psychology. Applies behavioral science principles to enhance sales leadership in contact centers and inside sales teams. Author of ‘Game On 2nd Ed: How to create a world-class coaching culture so you boost engagement and drive results.’ It is available on Amazon here: https://tinyurl.com/4ufwps4a You can reach Blair at: blairs@bravatrak.com www.bravatrak.com Take Advantage of a Free Sales Coaching Audit from Bravatrak, mention the CTG Podcast! 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 supportlogic, contact center management, contact center, agent coaching, cloud tech gurus, call center, balto, ozonetel, contact center coaching false full 8 8decffab-3a01-469f-8580-2772a01a608f How is AI-Powered Speech Analytics transforming Contact Center Performance 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

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]]> Mon, 13 Sep 2021 19:30:11 +0000 jessica@cloudtechgurus.com (Jessica Voss, Jim Iyoob) https://thecontactcentergurus.com/episodes/how-is-ai-powered-speech-analytics-transforming-contact-center-performance-xUDDbars 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

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]]> How is AI-Powered Speech Analytics transforming Contact Center Performance Jessica Voss, Jim Iyoob 00:49:43 Jim is the Chief Customer Officer – Etech Global Services Jim is a 33-year veteran of the call center/BPO industry with an impeccable track record of innovation and advanced business intelligence. Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow.” 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 Jim is the Chief Customer Officer – Etech Global Services Jim is a 33-year veteran of the call center/BPO industry with an impeccable track record of innovation and advanced business intelligence. Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow.” 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 supportlogic, cx, customer service, customer support, contact center, customer experience, cloud tech gurus, balto, ozonetel false full 7 f2a123f1-1516-4b0f-ae1f-00720c0998e8 Customer Support Sucks....But Does It Have To? 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Mon, 13 Sep 2021 19:22:23 +0000 jessica@cloudtechgurus.com (John Kelly, Jessica Voss) https://thecontactcentergurus.com/episodes/why-customer-support-is-key-to-revenue-Tij4yv6I 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Customer Support Sucks....But Does It Have To? John Kelly, Jessica Voss 00:39:15 John Kelly, CRO with SupportLogic discusses why Protecting Existing Customer Revenue is Vital to Growth and Success. Customer Support doesn't have to Suck if you can focus in on the right customer lens. My journey has come full circle – from my early days as a technical support engineer, working directly with F100 customers, to ultimately leading large global complex support and service organizations. It feels like I’ve seen it all. 20 years ago, SupportLogic would have made my life significantly easier… fewer escalations, happier customers, and a lot less stress. https://www.supportlogic.io/why-i-joined-supportlogic-by-john-kelly/ 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 John Kelly, CRO with SupportLogic discusses why Protecting Existing Customer Revenue is Vital to Growth and Success. Customer Support doesn't have to Suck if you can focus in on the right customer lens. My journey has come full circle – from my early days as a technical support engineer, working directly with F100 customers, to ultimately leading large global complex support and service organizations. It feels like I’ve seen it all. 20 years ago, SupportLogic would have made my life significantly easier… fewer escalations, happier customers, and a lot less stress. https://www.supportlogic.io/why-i-joined-supportlogic-by-john-kelly/ 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 customer service, customer support, contact center, customer experience, call center false full 6 6c3259c4-ff64-4627-b43a-85e99f99bda4 Artificial Friction & Empathy 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Wed, 25 Aug 2021 00:02:58 +0000 jessica@cloudtechgurus.com (Jessica Voss, Rob Enslow, Andy Bird) https://thecontactcentergurus.com/episodes/artificial-friction-empathy-JwshYPh_ 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Artificial Friction & Empathy Jessica Voss, Rob Enslow, Andy Bird 00:53:21 Andrew Bird is passionate about developing and implementing innovative products and strategies that drive market expansion and brings transformative technology to life. He possesses nearly 22 years of experience encompassing Product Management, Software Development, Product Marketing, SaaS, CCaaS, Business Development and Analytics. He is currently is VP of Product at Concentrix. Andrew understands the value and importance of quality software as well having a strong business acumen. 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 Andrew Bird is passionate about developing and implementing innovative products and strategies that drive market expansion and brings transformative technology to life. He possesses nearly 22 years of experience encompassing Product Management, Software Development, Product Marketing, SaaS, CCaaS, Business Development and Analytics. He is currently is VP of Product at Concentrix. Andrew understands the value and importance of quality software as well having a strong business acumen. 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 artificial intelligence, contact center, a.i., cloud tech gurus, call center, balto, supportogic, ozonetel false full 5 debbfa8e-af49-4de0-890e-6c94057d4bde Intro to Artificial Intelligence in the Contact Center 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Wed, 18 Aug 2021 21:52:32 +0000 jessica@cloudtechgurus.com (Jessica Voss, Vince Lynch, Owen McGrath, Rob Enslow) https://thecontactcentergurus.com/episodes/intro-to-artificial-intelligence-in-the-contact-center-3fmQR_Hx 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Intro to Artificial Intelligence in the Contact Center Jessica Voss, Vince Lynch, Owen McGrath, Rob Enslow 00:55:28 Vince Lynch is CEO of IV.AI and Owen McGrath, Head of US Sales discuss The AI Platform for quickly fixing hard business problems using Natural Language Processing. The IV.AI platform is used by industry leading companies including Netflix, Samsung, Disney, Walmart, Capital One, Estée Lauder, BT, and Toyota. Vince and Owen have worked in the AI space for ten years. Vince was host of the AI Review and writes about best practices, managing bias, and deploying ethical AI for TechCrunch, Inc, Entrepreneur, and Forbes. He previously worked with Rogers, Spotify, The Times of India, and Virgin. 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 Vince Lynch is CEO of IV.AI and Owen McGrath, Head of US Sales discuss The AI Platform for quickly fixing hard business problems using Natural Language Processing. The IV.AI platform is used by industry leading companies including Netflix, Samsung, Disney, Walmart, Capital One, Estée Lauder, BT, and Toyota. Vince and Owen have worked in the AI space for ten years. Vince was host of the AI Review and writes about best practices, managing bias, and deploying ethical AI for TechCrunch, Inc, Entrepreneur, and Forbes. He previously worked with Rogers, Spotify, The Times of India, and Virgin. 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 automation, ai, machine learning, supportlogic, artificial intelligence, contact center, cloud tech gurus, call center, balto, ozonetel false full 4 75524f33-2f0a-4fcd-9491-47d1950db4aa Lean Techniques in the Contact Center 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Thu, 12 Aug 2021 19:44:22 +0000 jessica@cloudtechgurus.com (Jessica Voss, Paul Husar) https://thecontactcentergurus.com/episodes/lean-techniques-in-the-contact-center-LPmOasDu 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Lean Techniques in the Contact Center Jessica Voss, Paul Husar 00:25:42 Paul currently leads the technical service department for his division at LG Electronics. He will discuss the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies. Episode Sponsors: www.supportlogic.io www.balto.ai/guru www.ozonetel.com www.cloudtechgurus.com Paul currently leads the technical service department for his division at LG Electronics. He will discuss the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies. Episode Sponsors: www.supportlogic.io www.balto.ai/guru www.ozonetel.com www.cloudtechgurus.com technical support, supportlogic, cx, customer service, contact center, customer experience, cloud tech gurus, call center, balto, ozonetel false full 3 1ad34fe3-388e-440c-acd8-c37dd33ca54d Engaging Contract to Hire Staff in a Tough Contact Center Labor Market 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Fri, 30 Jul 2021 18:47:23 +0000 jessica@cloudtechgurus.com (Jessica Voss, Dan Hale) https://thecontactcentergurus.com/episodes/engaging-contract-to-hire-staff-in-a-tough-contact-center-labor-market-tV_PAW0d 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

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

]]> Engaging Contract to Hire Staff in a Tough Contact Center Labor Market Jessica Voss, Dan Hale 00:36:04 We discuss ways of engaging contract to hire staff in a touch contact center labor market. Managing Director of Customer Care for Best Western Hotels and Resorts. He has been in his current role for the past 6 years and with Best Western for 10 years. He has held a Contact Center leadership role for the past 22 years and have been in Contact Center sales/service for 28 years. Episode Sponsors: www.supportlogic.io www.balto.ai/guru www.ozonetel.com www.cloudtechgurus.com We discuss ways of engaging contract to hire staff in a touch contact center labor market. Managing Director of Customer Care for Best Western Hotels and Resorts. He has been in his current role for the past 6 years and with Best Western for 10 years. He has held a Contact Center leadership role for the past 22 years and have been in Contact Center sales/service for 28 years. Episode Sponsors: www.supportlogic.io www.balto.ai/guru www.ozonetel.com www.cloudtechgurus.com staffing, supportlogic, contact center leaders, cx, customer service, contact center, customer experience, cloud tech gurus, call center, balto, ozonetel false full 2