The Contact Center Gurus

Every contact center leader makes the same bad bet every morning: overstaff and burn labor, or understaff and burn your CX. The traditional 8-hour shift was built for a world that no longer exists. In this episode, host Darren Prine sits down with **Jon Brown, SVP of Client Results at LiveOps**, to break down **precision staffing** — a flexible, on-demand model that schedules agents in 30-minute intervals matched to real call flow instead of a forecast. What we get into: - Why traditional and part-time shift models fail at almost every point in the demand curve - How 30-minute precision intervals put agents exactly where the calls are - Paying only for productive time — and why that alone typically cuts staffing costs 25–30% - Handling seasonal surges, holiday peaks, and open enrollment without burning your team into attrition - Why one flexible partner beats juggling five BPOs during a spike - How LiveOps sources specialized, brand-passionate talent that performs like full-timers - Real ROI: the COVID surge scaled to thousands of agents in 72 hours, plus higher upsell and lower attrition If scheduling is a constant headache on your team, this one's worth your time.   See how precision staffing works → https://cloudtechgurus.com/gigcx Subscribe on YouTube → https://www.youtube.com/@thecontactcenterguruspodcast Watch this episode → https://youtu.be/qLooYXE-Sw8   Guest: Jon Brown, SVP of Client Results, LiveOps (liveops.com) Host: Darren Prine, Cloud Tech Gurus Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Every contact center has an AI graveyard. Failed chatbots. Pilots that never scaled. The root cause is almost never the technology — it's a lack of AI readiness, unclear use cases, and AI that was built to respond rather than resolve. In Episode 5 of the Contact Center Gurus Podcast, host Darren Prine is joined by Mike Schulman, VP of Channel Sales at Yellow.ai, for a no-hype breakdown of what separates the AI implementations that work from the ones that get shut down. Mike has been in the room for over 1,100 enterprise AI deployments across 85+ countries. He knows exactly where the line is. What they cover: Why 60–70% of companies aren't even at AI readiness level one yet — and what that means before you evaluate any vendor The difference between generative AI and agentic AI, and why most vendors are using the term "agentic" incorrectly Why AI resolution rates went from 5% in 2022 to 60–80% today — and where they're headed in the next two years The "build once, deploy many" approach that lets CX teams own the platform without writing a single line of code Real case studies: Waste Connections (25,000+ monthly calls automated, $3.5–4M saved) and Feral Gas ($14.5M in net new business from end-to-end order automation) How to pick your first use case, show ROI fast, and build from there Key Insight: The companies winning with AI right now didn't go all in on day one. They picked one or two high-volume, repetitive use cases, showed value fast, and expanded from there. That's the playbook. About Yellow.ai: Yellow.ai is an AI-first customer service automation platform with 1,100+ enterprise deployments across 85+ countries. Named clients include Sony, Domino's, Hyundai, Waste Connections, and Randstad. Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

The BPO industry is splitting in two — commodity providers heading toward irrelevance, and transformation partners capturing all the growth. In this episode, Darren Prine sits down with Siddharth Victor, SVP & Head of Support Services at Movate, to break down why the traditional BPO model is structurally misaligned with what clients actually need — and what the shift to outcome-based CX looks like in practice. Sid brings 23 years of experience, starting as a tech support engineer and now leading Movate's entire CX and enterprise support sales and solutions division. What we cover: Why traditional BPO contracts are built to fail clients How AI is eliminating labor arbitrage as a defensible business model A real gaming company case study: 6% → 86% autonomous resolution, AHT cut 80%, cost per interaction down 66.5% What outcome-based contracts actually require from both sides The single biggest reason outsourcing engagements fail Resources & Links: Free research report — Transform or Become Extinct: cloudtechgur.us/BPO-MCXP Connect with Siddharth Victor: linkedin.com/in/sid-victor-3355b73 Learn more about Movate: movate.com Connect with Cloud Tech Gurus: cloudtechgurus.com Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Most healthcare contact centers have tried chatbots and been burned. But what's possible today with AI agents is dramatically different. In this episode, Darren Prine sits down with Rebecca Clyde, Co-Founder and CEO of Botco.ai, to break down what AI in regulated environments actually looks like when it's built right — from day one. What you'll hear in this episode: Why early chatbots failed healthcare — and what changed How a 25-location behavioral health provider built a live agent backup system and never needed it Why patients in behavioral health feel less judged talking to AI than to a human How AI detects crisis signals and adverse medication reactions in real time The AI companion built for cancer patients getting answers in under 30 seconds Why the bar isn't resolution rates — it's quality of life How AI is matching patients to clinical trials in seconds from a doctor's phone Want to explore AI solutions for your contact center? Visit us: https://www.cloudtechgurus.com Learn more about Botco.ai: https://www.botco.ai Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Jim Murphy didn't start out building contact centers. He started with a pager business out of a college apartment in the San Fernando Valley. Then the 1994 Northridge earthquake flooded his inventory, FEMA sent a $2,000 check, and a business mentor told him to stop pretending and get a real office. Thirty years later, Jim is the CEO and Co-Founder of BroadVoice — a cloud communications company operating across four continents. Along the way he built DSL Extreme, the largest independent ISP in California, competed with Vonage head to head, and in 2021 acquired GoContact, a Portugal-based CCaaS platform built for enterprise BPOs. That acquisition gave him a front row seat to how the most demanding contact centers in the world actually operate. In this episode, Darren and Jim get into the real cost of platform complexity — what it actually means when agents are toggling between four systems while customers repeat themselves on every call, and why layering AI onto that mess only makes things worse. They walk through a real healthcare case study — a hospital system with surgical centers, urgent care clinics, and an offshore BPO, all running with zero visibility into the patient journey — and what changed when everything moved to one platform. Jim also shares his take on the BPO industry, where he sees a clear split forming between providers that have embraced AI and outcome-based models, and those still billing by the human hour. His view on what the next five years look like for the partner community is one of the most direct takes you'll hear. In this episode: → What platform complexity is really costing you beyond the license fees → Why agents starting from zero on every call is a stack problem, not a people problem → A real healthcare case study and what unified CX looks like in practice → Why data analytics is as important today as the dial tone itself → The BPO split — clear winners and clear losers playing out in real time → What it means to shift from selling hours to selling outcomes → Why the next five years will be the most transformational in contact center history Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Most organizations buy AI and call it a day. But that's exactly where the real work begins. Darren Prine sits down with Wayne Butterfield, Founder of STX-AI, to unpack why so many AI initiatives fail — not because of the technology, but because of what happens after the purchase. What you'll learn: Why procurement is the starting line, not the finish line What post-deployment scaffolding actually looks like How to treat AI as a capability, not just a technology Why customer experience design still gets the basics wrong About Wayne Butterfield: Wayne is the Founder of STX-AI. For more than 15 years, he has helped organizations navigate AI, automation, and digital transformation — from early RPA deployments to today's agentic AI capabilities. ▶️ Watch on YouTube: https://youtu.be/rwTrwQ11Ubk Subscribe: https://www.youtube.com/@thecontactcenterguruspodcast Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Guest: Adam Fenwick, SVP Global Alliances, Boost.aiTopic: Conversational AI in contact centersFocus: Strategy, design, regulation, and scaleAudience: CX leaders, contact center executives, IT and digital leaders Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Guest: Tyler Dixon, SVP of Sales at LiveProHost: Darren Prine — The Contact Center Gurus PodcastConnect with us:Website: https://cloudtechgurus.com/YouTube: The Contact Center Gurus Podcast Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

This episode dives deep into the balance between automation and human connection in modern customer support.Dan O’Connell, CEO of Front, joins Darren Prine to unpack how Front powers over 9,000 businesses to deliver seamless, personalized service at scale — using AI the right way.From breaking silos to redefining collaboration, Dan explains why the best companies are moving toward unified customer operations platforms that combine AI efficiency with human empathy.💬 Key Takeaways:Don’t automate for the sake of automating — start small, scale smartA single platform can power every channel: chat, email, voice, and socialUnified inboxes improve visibility, collaboration, and agent confidenceAI should enhance relationships, not replace them🎧 Watch on YouTube: https://youtu.be/CTt1y0gyWMo📺 Subscribe for more episodes: https://www.youtube.com/@thecontactcenterguruspodcast?sub_confirmation=1 Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Can analytics turn your contact center from a cost center into a driver of revenue and loyalty?In this conversation, Darren Prine and Jim Iyoob explore the new era of QA, one that’s powered by AI, data, and predictive insights.In this episode, you’ll learn:Why QA must evolve from checking boxes to changing behaviorsHow predictive coaching helps agents improve before they failWhat happens when analytics connect performance to outcomesHow the right QA solution delivers measurable ROI and customer loyaltyWhy 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 the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 socialWhere AI is making the biggest impact today (agent assist, routing, analytics)Why balancing automation with empathy is the real differentiatorHow CX leaders can shift from cost centers to revenue driversHidden costs of tech sprawl and the smarter way forwardWhy 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 the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Host: Darren PrineGuests: 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 ChatGPTHow AI solves bottlenecks across knowledge, documents, decisions, and peopleCase Study 1: A national alarm company saving $1M+ a year on truck rollsCase Study 2: A title agency automating 9 forms for faster closingsCo-Pilot vs Autopilot: from AI assist to end-to-end automationThe “Star Trek computer” vision—is it closer than we think?Why “wait and see” on AI is a career-limiting moveROI proof: replacing 6+ FTEs with AI for less than the cost of oneGuest 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 the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Guest:Martin Hobratschk, CEO of Cognita Knowledge ManagementHost:Darren Prine, Cloud Tech GurusEpisode OverviewKnowledge 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 TopicsThe difference between a knowledge base and a true KMSSymptoms of poor KM: repeat customer calls, long agent onboarding, siloed knowledgeThe role of KMS in remote and BPO environmentsHow AI and automation are transforming knowledge sharingWhy knowledge governance is as important as data governanceThe ROI of effective KM — from faster onboarding to higher CSATHow to evaluate readiness and select the right systemResources MentionedMartin’s Book: MVP KB: A Practical Guide for Customer Service Knowledge ManagementFree Assessment Toolkit: https://www.cognita-km.com/toolkitCognita Knowledge Management: https://www.cognita-km.comCloud Tech Gurus: https://www.cloudtechgurus.comConnect with MartinWebsite: https://www.cognita-km.comLinkedIn: https://www.linkedin.com/in/hobratschk/Connect with DarrenLinkedIn: https://www.linkedin.com/in/darrenprine/Website: https://www.cloudtechgurus.com Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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/NexGenCXFLDel Mar Research: https://delmarresearch.com/Next Generation Customer Experience (Book by Jeofrey Bean): https://a.co/d/5jdqTe2Connect with the Guests:Jeofrey Bean – LinkedIn | WebsiteDarren Prine – LinkedIn | Cloud Tech Gurus Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

About Vicki BrackettRecognized 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 contributionThis 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 the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Things you will learn in this episode:Advantages of cloud contact centersHow 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 the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Hear how a national non-profit organization nearly doubled their internal NPS employee satisfaction score by using proven tools and concepts to address and improve their agency's culture and by using technology to assist in employee engagement in a nearly 100% remote working environment.Short list of how we live our culture of KCAs (Key Cultural Attributes)President’s Council focus on Culture (detail below), which includes both front-line staff and leadersA Culture TurnedKCAsKCA focused company-wide eventsUpcoming in January: KCA training for leadersHurricane Ida $26k dollarsKaren Soileau Scholarship FundStrategic Goal is to invest in our employeesHiring of SVP of HR & DiversityRollout of leadership 360sCOA 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.Yammerthe All Company Community which includes President’s message in which employees can directly engage with Presidentplus employee created communities such as pets, food, gaming, personal financeUsing technology to remove layers of bureaucracy and creating transparency Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com  #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 TrendsLearn about the importance of Gig Workers.Learn about working with Alex and Aarde to Level Up Your Customer Experience Technology Stack.And More.Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 MoreYou can reach Lance at:  [email protected]’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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Summary of what you will learn:How to Transform your Support Team to becoming more Proactive and EngagedWhat are some tools being used to Elevate your Support Team to the Next LevelMoving from a Cost Center to a Revenue Generating Center You can reach Emre via Linkedin here: https://www.linkedin.com/in/emretekoglu/ Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 HaveKeeping Employees Morale UpAnd More....Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

 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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

How is AI-Powered Speech Analytics transforming Contact Center PerformanceWhat 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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 MoreYou can reach John at: [email protected] 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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com   #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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:[email protected] | [email protected] Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 TechniquesHow to Apply Lean Techniques in the Real WorldEpisode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

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 orientationWages and/or IncentivesSurveys and feedbackCommunication and ConnectionDebate on when to convertMicro promotionsEpisode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com