Podcasts about contact center

In this episode of The CX Tipping Point Podcast, Martha Dorris hosts a discussion with leaders from the ACT-IAC Contact Center Modernization Working Group and workshop facilitators from the ACT-IAC Contact Center Summit held in April 2026. Featured guests include:MaryAnn Monroe, Industry Co-chair, Contact Center Working GroupMeghan Daly, Industry Co-chair, Contact Center Working GroupCrystal Philcox, who led the Service Delivery Performance Measures workshopAndy Beaman, who led the Use of AI in Service Delivery workshopRachel Schwind, who led the Future of Contact Centers workshopEd Bodenseik, who co-led the Use of Service Design in Contact Centers workshopTogether, they explore the future of government contact centers and their evolving role as critical sources of mission intelligence. The conversation examines how agencies can move beyond transaction-based interactions to deliver strategic outcomes, modernize service delivery while maintaining a human-centered approach, and leverage contact centers to strengthen public trust. The discussion also highlights the continued importance of voice channels and the need for leadership to recognize the strategic value contact centers provide.The episode begins with an overview of the ACT-IAC Service Design & Experience Community of Interest (CoI) Contact Center Modernization Working Group, including its mission, goals, and priorities for the coming year. The Working Group is dedicated to improving government contact center performance through knowledge sharing, collaboration, and technology adoption, and meets monthly on the third Thursday of each month.Drawing on decades of combined experience in customer experience, service delivery, and contact center operations, the guests share key findings and recommendations from the summit workshops and discuss what government agencies can do to prepare for the next generation of service delivery.The ACT-IAC Service Design & Experience CoI includes three working groups: Workforce Optimization Working Group  Contact Center Modernization Working Group  Service Design Working GroupFollow the Service Design & Experience COI (formerly the CX CoI) on LinkedIn.Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!Stay Connected:Follow us on social media:LinkedIn: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned:Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

Operations leaders face a brutal dilemma: cut contact center costs or protect customer satisfaction. This episode reveals the hidden expenses of in-house teams and the specific strategies that reduce costs while improving CSAT through technology and structured outsourcing. Optimize CEC City: Wexford Address: 7000 Stonewood Dr. Website: https://www.optimizecec.com/

Hey CX Nation,In this week's episode of The CXChronicles Podcast #281, we welcomed Carl Lenocker, Senior Customer Success Executive at Splunk, based in San Francisco, CA. He is also the Chief Unicorn at Rockstar Unicorn Consulting. Carl has an interesting story as he's a a top-1% Customer Success Executive ($50M ARR) who built a career by owning relationships, telling the truth early, and tying outcomes to dollars—not dashboards.He's also the author of Success Plan for Life, where he breaks down how the same principles used to protect multi-million-dollar enterprise accounts can be applied to career, wealth, love and long-term leverage.In this episode, Carl and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #281 Highlight Reel:**1. What it takes to be a top 1& CSM 2. Bringing CX & customer success into your future investments3. Where are things headed for CS in the next 1,000 days?Click here to learn more about Carl LenockerClick here to learn more about SplunkHuge thanks to Carl for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles TodayTweet us @cxchroniclesCheck out our Instagram @cxchroniclesClick here to checkout the CXC websiteEmail us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Tyler Gardner has been in the contact center world since he was 18, taking calls for DiscoverCard off a paper dial sheet. Today, he runs customer experience for Cuyana, the premium women's clothing and handbag brand — and he's learned one thing that hasn't changed in 25 years: if the fundamentals aren't right, no technology will save you. Before Cuyana rolled out AI-assisted email and voice support, Gardner spent months mapping processes, updating knowledge-base articles and making sure every workflow was documented. His rule: if it's not written down, it doesn't exist. On this episode of CX Decoded, Gardner breaks down what it actually looks like to run a small-but-mighty CX team for a luxury brand, why phone calls aren't dying, how sentiment analysis is replacing the post-call survey as the real signal and what's next — chat AI, SMS, and a push into international commerce.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #280, we welcomed Josh Schachter, SVP @ Gainsight, Creator of [Un] Churned Podcast & Writing Book on how the world's most exceptional founders build businesses centered around human relationships. On July 21st, 2025 Gainsight announced it acquired Update.ai: Accelerating the Age of Atlas Agents. This also brought forward Josh Schachter, founder of UpdateAI and one of the first to build in post-sales AI, stepping in as SVP & GM of Atlas. Josh is a product thinker through and through – someone who's lived the day-to-day pain of customer teams and built UpdateAI from that front-line perspective. In this episode, Josh and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #280 Highlight Reel:**1. AI is here to amplify human effort, not replace it entirely2. Defining & living your core business values3. Learning from podcast interviews & conversations 4. Building a business into an acquisition target for larger companies5. Learning from public companies & their NPS performanceClick here to learn more about Josh SchachterClick here to learn more about GainsightClick here to learn more about UpdateAIClick here to learn more about [UN] Churned PodcastHuge thanks to Josh for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles TodayTweet us @cxchroniclesCheck out our Instagram @cxchroniclesClick here to checkout the CXC websiteEmail us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Join UC Today host Kieran Devlin as he sits down with William Rubio, Chief Revenue Officer at CallTower, and Elka Popova, Vice President and Senior Fellow at Frost & Sullivan. As AI features rapidly light up across communications platforms, internal IT governance models are struggling to keep pace. This insightful session dives into the hidden vulnerabilities of "shadow AI" and the messy reality of multi-vendor environments. If you're looking for a practical approach to standardizing policy, monitoring data usage, and holding vendors accountable without suffocating innovation, this conversation is essential viewing.The rush to implement AI in Unified Communications (UC) and Contact Center (CCaaS) platforms is outpacing IT's ability to safely secure it. When different teams own different parts of a fragmented tech stack, compliance risks multiply, and traditional governance breaks down. William and Elka break down the real-world friction of enterprise AI adoption and share practical strategies for maintaining control.Key takeaways from our discussion include:The Threat of Shadow AI: How personal use of unauthorized AI tools and a lack of specialized AI skillsets within IT departments are exposing organizations to hidden data vulnerabilities.Navigating Multi-Vendor Sprawl: Why a "one size fits all" approach fails, and how to maintain unified, proactive governance across complex hybrid environments featuring platforms like Microsoft, Cisco, and Genesys.Building a Culture of Compliance: Moving beyond the annual "check-the-box" mentality to create dynamic, ongoing security protocols that secure buy-in from business leaders across the organization.Vetting Your Vendors: The critical questions IT and CX buyers must ask during procurement regarding technology roadmaps, industry-specific expertise, and global data sovereignty.

This episode explores the transformative impact of AI on quality assurance (QA) in contact centers. Hosts Amas Tenumah and Bob Furniss discuss how AI is revolutionizing call monitoring, evaluation, and coaching, emphasizing practical steps for leaders to leverage this technology effectively.00:00 Introduction to QA in Contact Centers00:51 The Impact of AI on Quality Assurance03:50 Revolutionizing QA Processes09:09 Shifting Perspectives on QA Monitoring12:39 Leveraging AI for Enhanced Coaching17:40 The Future of QA in an AI-Driven World"You can listen to 100% of calls now""AI can help identify patterns and issues""Show the value your QA team delivers"

By Doug Green “We saw where the market was going—and we made a deliberate decision to align with Microsoft Teams and deliver voice and contact center as a seamless outcome.” In this Cloud Communications Alliance podcast, I spoke with Dean Manzoori, CEO of UniVoIP, about the company's focused strategy around Microsoft Teams and a pair of announcements timed with the Channel Partners Conference & Expo. UniVoIP has positioned itself as a cloud communications provider built specifically for Microsoft Teams, with a voice-optimized platform designed to deliver Teams Phone System to enterprises without friction. That focus, Manzoori explained, was a strategic pivot made several years ago when it became clear that Microsoft would emerge as a dominant force in UCaaS. Rather than competing with Teams, UniVoIP chose to build around it. The result is a tightly integrated approach where voice is delivered as a native extension of Microsoft Teams, supported by the expertise and infrastructure needed to ensure performance, reliability, and enterprise-grade outcomes. At Channel Partners, UniVoIP is expanding that vision with two key developments. First, the company is advancing its contact center capabilities for Teams through a solution built on the Microsoft Unify framework, incorporating Heedify technology. This enables organizations to extend Teams into a more robust customer engagement platform, aligning UCaaS and CCaaS within a single user experience. Second, UniVoIP has announced a strategic partnership with Bridgepointe Technologies, creating new channel opportunities to bring this integrated Teams-based communications and contact center solution to a broader market. For partners, the opportunity is clear: enterprises standardizing on Microsoft Teams are looking for solutions that go beyond basic calling. They need integrated voice, contact center, and managed services that work seamlessly within the Teams environment. UniVoIP is aiming to meet that demand with a purpose-built platform and a channel-first go-to-market strategy. As Manzoori emphasized, success in this space is not just about technology—it's about delivering outcomes. By focusing exclusively on Teams and building a comprehensive ecosystem around it, UniVoIP is positioning partners to capture more value from the growing base of Teams-centric customers. Learn more at: https://www.univoip.com/

Booking.com ha confirmado una brecha de seguridad en la que se habrían expuesto datos personales y de reservas de usuarios, aunque no ha revelado el número de afectados, lo que ha generado incertidumbre y críticas por falta de transparencia. La compañía asegura que no se vieron comprometidos datos financieros, pero el caso vuelve a poner el foco en la gestión de incidentes de ciberseguridad en el sector turístico.Iberia Express retomará el 6 de junio su ruta estacional entre Madrid y Reikiavik, con dos vuelos semanales durante el verano. La conexión refuerza su oferta internacional y responde al creciente interés por destinos de naturaleza como Islandia. Por otro lado, Iberia suspenderá sus vuelos directos entre Madrid y Cuba a partir de junio por la caída de la demanda derivada de la situación en la isla, con previsión de retomarlos en noviembre si las condiciones lo permiten.El área de Contact Center de ILUNION se ha adherido a The Climate Pledge, iniciativa impulsada por Amazon y Global Optimism, con el compromiso de alcanzar emisiones netas cero en 2040. Esta adhesión refuerza su estrategia de sostenibilidad, basada en la reducción de la huella de carbono, la eficiencia energética y el uso de energías renovables, así como en la implicación de su cadena de valor para avanzar hacia una economía baja en carbono.El sector F&B en hostelería afronta una fuerte presión de costes y la entrada en vigor de la Ley 1/2025 contra el desperdicio alimentario, que puede implicar sanciones de hasta 500.000 euros. En este contexto, Open Revenue Consulting organiza el 30 de abril un Debate Ejecutivo para analizar cómo mejorar la rentabilidad mediante un mayor control de costes y la reducción del desperdicio.Alemania se consolida como uno de los destinos preferidos por los viajeros españoles, con 2,72 millones de pernoctaciones y un gasto medio de 1.087 euros por viaje, lo que confirma la estabilidad de este mercado. De cara a 2026, el país reforzará su promoción turística con campañas centradas en cultura, gastronomía y naturaleza, además de una amplia agenda de eventos culturales.El impulso del turismo ha permitido a Cataluña volver a superar a la Comunidad de Madrid en número de afiliados a la Seguridad Social, tras tres meses de liderazgo madrileño. Según los datos de marzo, Cataluña registra 3.882.774 afiliados, ligeramente por encima de los 3.879.420 de Madrid, en un contexto en el que la actividad turística ha sido clave en la evolución del empleo.

What if your company's most valuable source of competitive intelligence and brand insight isn't a market research report, but your contact center?Agility requires more than just reacting to customer issues; it demands the ability to listen, understand, and act on the collective voice of the customer to proactively shape the business. This means transforming points of friction into opportunities for innovation.Today, we are live at Medallia Experience 2026 in Las Vegas, and we're going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We'll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across the entire enterprise.To help me discuss this topic, I'd like to welcome, Courtney Shealy, SVP, Global Presales at Medallia. About Courtney Shealy With 25 years in SaaS and CX, Courtney brings deep expertise in leading global sales engineering and strategy teams. She has a proven track record of connecting customers to innovation that drives measurable business outcomes. For the last 15 years, she's focused on transforming CX adoption into an engine for revenue growth, efficiency, and stakeholder value. At Medallia, Courtney leads the Center of Excellence that helps customers maximize their CX investments—modernizing programs with AI, breaking free of outdated foundations, and accelerating results. Courtney Shealy on LinkedIn: https://www.linkedin.com/in/courtney-mcmahan-shealy-9b3251/ Resources Medallia: https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

What if your company's most valuable source of competitive intelligence and brand insight isn't a market research report, but your contact center? Agility requires more than just reacting to customer issues; it demands the ability to listen, understand, and act on the collective voice of the customer to proactively shape the business. This means transforming points of friction into opportunities for innovation. Today, we are live at Medallia Experience 2026 in Las Vegas, and we're going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We'll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across the entire enterprise. To help me discuss this topic, I'd like to welcome, Courtney Shealy, SVP, Global Presales at Medallia. About Courtney Shealy With 25 years in SaaS and CX, Courtney brings deep expertise in leading global sales engineering and strategy teams. She has a proven track record of connecting customers to innovation that drives measurable business outcomes. For the last 15 years, she's focused on transforming CX adoption into an engine for revenue growth, efficiency, and stakeholder value. At Medallia, Courtney leads the Center of Excellence that helps customers maximize their CX investments—modernizing programs with AI, breaking free of outdated foundations, and accelerating results. Courtney Shealy on LinkedIn: https://www.linkedin.com/in/courtney-mcmahan-shealy-9b3251/ Resources Medallia: https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

What if your company's most valuable source of competitive intelligence and brand insight isn't a market research report, but your contact center?Agility requires more than just reacting to customer issues; it demands the ability to listen, understand, and act on the collective voice of the customer to proactively shape the business. This means transforming points of friction into opportunities for innovation.Today, we are live at Medallia Experience 2026 in Las Vegas, and we're going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We'll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across the entire enterprise.To help me discuss this topic, I'd like to welcome, Courtney Shealy, SVP, Global Presales at Medallia. About Courtney Shealy With 25 years in SaaS and CX, Courtney brings deep expertise in leading global sales engineering and strategy teams. She has a proven track record of connecting customers to innovation that drives measurable business outcomes. For the last 15 years, she's focused on transforming CX adoption into an engine for revenue growth, efficiency, and stakeholder value. At Medallia, Courtney leads the Center of Excellence that helps customers maximize their CX investments—modernizing programs with AI, breaking free of outdated foundations, and accelerating results. Courtney Shealy on LinkedIn: https://www.linkedin.com/in/courtney-mcmahan-shealy-9b3251/ Resources Medallia: https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

What if your company's most valuable source of competitive intelligence and brand insight isn't a market research report, but your contact center? Agility requires more than just reacting to customer issues; it demands the ability to listen, understand, and act on the collective voice of the customer to proactively shape the business. This means transforming points of friction into opportunities for innovation. Today, we are live at Medallia Experience 2026 in Las Vegas, and we're going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We'll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across the entire enterprise. To help me discuss this topic, I'd like to welcome, Courtney Shealy, SVP, Global Presales at Medallia. About Courtney Shealy With 25 years in SaaS and CX, Courtney brings deep expertise in leading global sales engineering and strategy teams. She has a proven track record of connecting customers to innovation that drives measurable business outcomes. For the last 15 years, she's focused on transforming CX adoption into an engine for revenue growth, efficiency, and stakeholder value. At Medallia, Courtney leads the Center of Excellence that helps customers maximize their CX investments—modernizing programs with AI, breaking free of outdated foundations, and accelerating results. Courtney Shealy on LinkedIn: https://www.linkedin.com/in/courtney-mcmahan-shealy-9b3251/ Resources Medallia: https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

key topics summaryIn this episode, Bob Furniss and Amas Tenumah explore the roles and goals of supervisors in contact centers, emphasizing coaching, relationship-building, and strategic management. They share practical tips for setting goals, managing time, and developing future leaders.Goals and metrics for supervisorsTime management and coaching focusBuilding relationships with team and leadershipMentoring future leaders in contact centersStrategic management at the director level sound bites"Make people think for themselves""Be the evangelist for your contact center""Spend time in books and learning"Chapters00:00 Introduction to Remote Supervision Challenges02:24 Setting Goals as a Supervisor05:05 Coaching and Development Focus07:47 Managing Up: Supervisor and Manager Dynamics10:46 Building Relationships with Management13:16 Transitioning to Managerial Goals15:56 Efficiency vs. Effectiveness in Management18:38 The Importance of Relationships in Leadership21:22 Continuous Learning and Development

On this episode, we explore how realistic voice simulations are accelerating agent readiness — and what CX leaders need to know to implement AI training at scale.Generative AI and voice simulation technology are fundamentally transforming how organizations prepare agents for service delivery. When agents feel prepared and confident, they deliver customer care that can result in better first contact resolution, higher customer satisfaction and increased customer lifetime value.Listen for the compelling insights of Mitch Lieberman, vice president of product for Fuel iX™ at TELUS Digital, and Jack Piunti, go-to-market leader at ElevenLabs, as they reveal how leading organizations are using AI voice simulations to train contact center agents more efficiently — reducing agent ramp time while building genuine confidence.Along the way, they'll share real results from Fuel iX Agent Trainer, powered by voice AI technology from ElevenLabs, and explain how this approach can create measurable improvements in customer experience.Visit our website to learn more about TELUS Digital.Show notesAccelerate agent proficiency with Fuel iX Agent Trainer: https://www.fuelix.ai/products/agent-trainerCase study: Discover how TELUS Communications transformed contact center agent training with AI: https://www.telusdigital.com/insights/customer-experience/resource/telus-contact-center-agent-training-ai

Craig Walker, CEO and Co-founder of Dialpad, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about how artificial intelligence is reshaping enterprise communications and redefining the contact center. Walker explained that AI has moved beyond simple automation and is now becoming deeply integrated into everyday communications workflows. With advances in speech recognition, natural language processing, and real-time analytics, AI can assist agents during live interactions, automate routine requests, and provide actionable insights from conversations. “AI is fundamentally changing how businesses communicate with customers and how employees collaborate internally,” Walker said. Dialpad has focused on embedding AI directly into its cloud communications platform, allowing organizations to capture insights from voice and messaging interactions while improving productivity for employees and support teams. These capabilities help enterprises better understand customer sentiment, provide real-time coaching to agents, and streamline customer service operations. The conversation also highlighted the broader industry shift toward AI-powered communications platforms that combine unified communications, contact center capabilities, and conversation intelligence. As organizations adopt these tools, they are looking for ways to improve efficiency while delivering more personalized and responsive customer experiences. As enterprise leaders gathered at Enterprise Connect to evaluate the next generation of communications technologies, Walker emphasized that AI will continue to play a central role in shaping the future of collaboration and customer engagement. Learn more about Dialpad: https://www.dialpad.com/

Pedro Andrade, Vice President of AI at Talkdesk, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about how artificial intelligence is evolving from simple automation into a true digital workforce within contact centers. Andrade explained that the latest wave of AI adoption goes beyond task-based automation. Instead, organizations are beginning to deploy AI systems that can manage entire workflows and handle meaningful portions of customer interactions. “AI is no longer just a tool that performs individual tasks—it's becoming a digital worker capable of managing complete processes,” Andrade said. Talkdesk is developing AI capabilities that help enterprises automate complex customer service operations while supporting human agents with real-time insights and guidance. These technologies allow contact centers to scale operations more efficiently while improving the quality and consistency of customer experiences. The conversation also highlighted how generative AI is already handling a significant share of customer interactions in many contact centers. As AI continues to mature, organizations are exploring how digital workers can collaborate with human agents to manage workloads more effectively. As discussions at Enterprise Connect continue to focus on AI-driven transformation across enterprise communications, Talkdesk is positioning its AI platform as a foundation for the next generation of intelligent, AI-powered customer service operations. Learn more about Talkdesk: https://www.talkdesk.com/

Matt McGinnis, VP of Product, Industry, and Solution Marketing, and Tim Richter, Senior Director of Product Marketing at Five9, spoke with Doug Green, Publisher of Technology Reseller News, during the Enterprise Connect conference about how artificial intelligence is reshaping the contact center and redefining how organizations think about workforce management. McGinnis explained that contact centers are entering a new era where AI is becoming a core member of the workforce rather than simply a support tool. “AI is now capable of handling a meaningful portion of customer interactions, allowing human agents to focus on more complex and high-value conversations,” he said. This shift enables organizations to improve response times while maintaining high-quality service experiences. Richter emphasized that the successful adoption of AI requires companies to rethink their approach to workforce strategy. “The future of the contact center is about blending human expertise with AI capabilities to create a more intelligent workforce,” he noted. Organizations that effectively combine automation with human insight can manage higher interaction volumes while delivering more personalized customer experiences. Five9's platform is designed to help enterprises deploy AI-driven capabilities without disrupting existing operations. These tools assist agents in real time, automate routine requests, and provide deeper analytics into customer behavior and performance trends. As enterprise leaders gathered at Enterprise Connect to explore the next phase of communications and customer engagement, the conversation underscored how AI-powered workforce transformation is quickly becoming a defining element of modern contact center strategies. Learn more about Five9: https://www.five9.com/

Matt Bramson, Chief Revenue Officer at Spearfish, spoke with Doug Green, Publisher of Technology Reseller News, during the Enterprise Connect conference about how AI is transforming workforce intelligence and performance management in the contact center. Bramson explained that Spearfish focuses on helping organizations better understand and support their frontline customer service teams by analyzing real conversations between agents and customers. Using AI-driven insights, the platform identifies coaching opportunities, highlights best practices, and provides managers with actionable data that can improve both agent performance and customer experience. A key theme of the discussion was the importance of turning conversational data into practical intelligence. “Every interaction between an agent and a customer contains insights that can help improve performance,” Bramson said. By analyzing those interactions at scale, organizations can identify patterns that help supervisors coach agents more effectively and optimize service operations. Bramson also emphasized that many organizations struggle with the complexity of managing large contact center teams while maintaining consistent service quality. AI-powered analytics can surface key moments in conversations, helping managers focus on the interactions that matter most rather than manually reviewing thousands of calls. As enterprise communications leaders gathered at Enterprise Connect to explore the future of AI in collaboration and customer engagement, Spearfish highlighted how conversation intelligence can help organizations improve agent effectiveness, strengthen customer relationships, and create more data-driven contact center operations. Learn more about Spearfish: https://spearfish.ai/

AudioCodes Expands Beyond Session Border Controllers with AI-Driven Communications, Microsoft Teams Contact Center, and Intelligent Conversation Insights for the Enterprise Channel, Podcast “AudioCodes is ever-evolving,” says Sharone Ben-Levi, Vice President of Business Development at AudioCodes. “Many people know us from Session Border Controllers, but today we're delivering a much broader portfolio of solutions.” In a recent Technology Reseller News podcast interview conducted by Moshe Beauford, Ben-Levi discussed how AudioCodes has evolved from its long-standing leadership in enterprise Session Border Controllers (SBCs) to become a broader communications solutions provider serving the UCaaS, CCaaS, and collaboration markets. For years, AudioCodes has played a foundational role in enterprise voice infrastructure, connecting carriers to platforms such as Microsoft Teams, UCaaS, and contact center environments. According to Ben-Levi, the company remains a market leader in SBCs, but the company's focus has expanded significantly. Today, AudioCodes delivers a wide range of enterprise solutions including a full contact center platform for Microsoft Teams, meeting recording and analytics tools, and collaboration insights that extract actionable intelligence from business conversations. A key theme in the discussion was the increasing role of artificial intelligence across enterprise communications. Ben-Levi emphasized that AI is no longer just a buzzword but a practical capability being embedded across collaboration and contact center environments. AudioCodes' solutions now incorporate AI-driven capabilities such as meeting analysis, automated insights, and advanced content extraction from conversations. These capabilities help organizations better understand interactions, improve customer experience, and generate value from the growing volume of enterprise communications data. Ben-Levi also highlighted the importance of the partner ecosystem. For resellers, systems integrators (SIs), and global systems integrators (GSIs), the expanding AudioCodes portfolio presents new opportunities to deliver AI-enabled communications solutions that integrate voice infrastructure, collaboration platforms, and contact center technology. As enterprise communications continue to evolve toward AI-enhanced platforms, AudioCodes is positioning itself not just as a voice infrastructure provider, but as a strategic partner delivering intelligent communications solutions across the enterprise.

Contact centers have long been built on fragmented systems — CRM for customer data, separate platforms for calls and messaging, and AI layered on top. But that model is starting to change. In this episode of The Modern Customer Podcast, in partnership with Salesforce, Blake Morgan speaks with Gautam Vasudev, SVP of Agentforce Contact Center at Salesforce, about the rise of the agentic contact center — and how companies are beginning to unify AI agents, customer channels, and CRM data on one platform. #ad One key idea: when AI agents and human agents share the same context, customers no longer have to repeat their problem multiple times they're transferred. The conversation explores: Why contact centers have remained fragmented How AI and human agents can work together What shared customer context means for CX leaders This episode is sponsored by Salesforce. Learn more about Agentforce Contact Center.  Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

 summary This episode features a deep dive into contact center KPIs, exploring their flaws and how to measure customer experience effectively. Hosts Amas Tenumah and Bob Furness challenge industry norms and share practical insights for improving contact center performance.  key  topics Flaws in common KPIs like FCR, Service Level, NPS The importance of standardized measurement How to interpret and act on KPI data Practical tips for contact center improvement  resources Contact Center Metrics Best Practices - https://example.com/contact-center-metrics Net Promoter Score (NPS) Explained - https://example.com/nps-explained Standardizing Contact Center KPIs - https://example.com/kpi-standardization  

 summary This episode features a deep dive into contact center KPIs, exploring their flaws and how to measure customer experience effectively. Hosts Amas Tenumah and Bob Furness challenge industry norms and share practical insights for improving contact center performance.  key  topics Flaws in common KPIs like FCR, Service Level, NPS The importance of standardized measurement How to interpret and act on KPI data Practical tips for contact center improvement  resources Contact Center Metrics Best Practices - https://example.com/contact-center-metrics Net Promoter Score (NPS) Explained - https://example.com/nps-explained Standardizing Contact Center KPIs - https://example.com/kpi-standardization  

Artificial intelligence is crawling everywhere. Senior contact center leaders face intense pressure to accelerate AI adoption while being bombarded by marketing hype. But there is another way AI must "crawl."Jason Mercer-Pottinger, a healthcare executive leading a fully remote, multi-country operation, maintains manager effectiveness scores 11 points above the industry average. This episode listen how he plans to preserve performance under immense technological pressure. Listen as he details how to avoid a scattergun approach and prevent your solution from uncalibrated "AI slop" and execution drift.

Doug Green, Publisher of Technology Reseller News, sat down with James Cadman, Chief Customer Officer at Luware, to explore how organizations can modernize customer engagement and contact center operations in an era of digital transformation. Cadman explained that Luware specializes in cloud-native customer service and contact center solutions that integrate seamlessly with platforms like Microsoft Teams, helping enterprises deliver unified, efficient support at scale. He emphasized that customer success is central to Luware's mission and that people—more than processes or metrics—are what drive exceptional outcomes. In his words, “People drive excellence, not just KPIs!” (from industry sessions delivered by Cadman). The discussion highlighted how customer experience must evolve beyond siloed channels to truly omnichannel engagement, ensuring consistency, personalization, and responsiveness across voice, chat, email, and digital touchpoints. Cadman noted that customers today expect seamless journeys and that companies must architect their contact center technologies and organizational structures to support frictionless interactions. Luware's approach blends technological innovation with dedicated customer support. Cadman shared examples of how personalized service—such as assigning customer success specialists to guide onboarding, environment setup, and issue resolution—can make a material difference in adoption and satisfaction. This focus on support excellence helps organizations achieve rapid time to value and high levels of trust in outcomes. Finally, Cadman spoke to the importance of aligning technology with business goals, including digital transformation, compliance, and analytics. Luware customers across sectors like government and finance have leveraged solutions such as Luware Nimbus to simplify communications, scale on demand, and gain deeper insights into operations. More about Luware's solutions and customer success resources is available at https://luware.com/.

Hey CX Nation,In this CXWeekly Update episode #277 we walk through ideas, goals & CTAs the team at CXC has been focused on, not only internally but from the learnings we're being exposed to from clients & strategic partners on a regular basis. In this episode we walk through a few emerging trends around how AI is impacting the future of Sales, CX, Customer Success & Support + the future of work. Thanks to our friends at GoTo, Intercom & TriNet for supplying some amazing market reports that fuel this week's episodes. They collectively went out & interviewed & surveyed thousands of business leaders from across the world to see where they are in their AI foundation building efforts. Click here for GoTo Pulse of Work Report 2025Click here for Intercom Customer Service Transformation Report 2026Click here for Tri-Net State of Workplace Report 2025Don't worry we have a ton of amazing brand new guest interviews & episodes coming down the pipeline.We're also working on new forms & mediums of customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year. We've also been building a few new podcasts behind the scenes to take all that we've learned with CXCP & start finding other podcast areas ripe for more content. A big part of CXC's mission is to continue creating valuable customer & employee focused business leader content, including CXWeekly updates like this that are digestible, actionable & most importantly entertaining. The CXChronicles Podcast is approaching a huge milestone in the upcoming months that most podcasts will never achieve. We closing in on 300+ episodes of customer focused business content from incredible Founders & Executives from all over the world. CXC is partnered with several leading software & technology providers including Hubspot, Intercom, Freshworks, & several others who might be the difference in your CX/EX performance moving forward. We provide our clients with audits, assessments & scorecards and we provide custom CTAs centered around your content engine to drive CX/EX health, utilization & health performance for our partner solutions (Hubspot, Intercom, Freshworks), & on-demand managed services (partner led implementation, utilization performance & training for several of our partner solutions).If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

This episode explores how AI is transforming contact centers, balancing cost savings with better customer and employee experiences. Rick DeLisi shares new research, practical examples, and actionable strategies for leaders looking to unlock AI's full value in customer service. Essential insights for anyone in CX or digital transformation. About the guest Rick DeLisi is an author and presenter working to help companies achieve greater customer loyalty while ALSO reducing the cost of their Service operations. Titles include "The Effortless Experience" and our newest book "Digital Customer Service: Transforming Customer Experience for an On-Screen World" (published by Wiley).  Relevant links https://www.digitalcustomerservicebook.com,  https://www.linkedin.com/in/rick-delisi-1122257/ Key Take-Aways AI balances cost and experience: AI now enables companies to save costs while improving customer and employee experiences. Support frontline with AI tools: Equipping agents with AI-driven knowledge and suggestions makes their jobs easier and more effective. Personalize by issue, not person: Match the right interaction—AI or human—to the customer's specific need at that moment. Chapters 0:00 - Intro 0:35 - Career Highlights: Eliminating High Effort Customer Service 1:39 - Current Mission: Enhancing Banking Interactions with AI 2:42 - Unlocking AI Value: Beyond Cost Control 3:49 - Six AI Strategies for Contact Centers 10:09 - Automating Customer Interactions for Efficiency 17:25 - Empowering Contact Center Managers with AI Insights 21:11 - Matching AI and Human Interactions 22:53 - Use Cases: Achieving High Customer Satisfaction with AI 26:50 - The Future of Customer Service: A Celebration of Change 28:56 - Closing Thoughts and Audience Engagement Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the implications of AI in quality assurance within contact centers. They explore the benefits of AI, such as increased coverage and trend spotting, while also addressing concerns about accuracy and the potential for AI to replace human interaction. The discussion emphasizes the importance of using AI to enhance human capabilities rather than eliminate them, and the need for effective coaching and data utilization to improve agent performance. Main Content: Understanding AI in Quality Assurance The podcast opens with a light-hearted discussion about the weather, but it quickly shifts focus to a pressing topic: the use of AI in quality assurance. Amas and Bob agree that deploying AI in this area can be beneficial, especially regarding monitoring agent performance. One of the primary advantages they mention is the ability to achieve 100% call coverage. Traditionally, QA teams may only review a small percentage of calls, leading to inaccurate assessments of agent performance. With AI, contact centers can analyze every call, providing a more accurate picture of quality and performance. Spotting Trends and Gaining Insights Another significant benefit of AI mentioned in the podcast is its capability to spot trends in customer interactions. Bob highlights the importance of understanding call spikes, such as the recent increase in calls related to a coupon offer. AI can analyze large data sets quickly, allowing managers to respond to customer needs more effectively. This capability not only improves the customer experience but also empowers managers to make informed decisions based on real-time data. The Risks of Relying Solely on AI While Amas and Bob are enthusiastic about the potential of AI, they also express concern over its limitations. One critical issue is the accuracy of AI assessments. Amas warns that AI systems are often trained on human data, which can lead to discrepancies in scoring calls. He emphasizes the need for a human touch in QA processes, suggesting that AI should assist rather than replace human judgment. Without human oversight, there's a risk that AI can misinterpret nuances in customer-agent interactions, leading to misguided conclusions. The Importance of Human Interaction The conversation takes a deeper turn as they discuss the nature of customer service as a human interaction. Bob argues that technology should enhance the capabilities of QA teams, not eliminate them. He points out that while AI can streamline processes, it cannot replicate the empathy and understanding that a human agent brings to a conversation. The hosts advocate for a balanced approach where AI tools are used to support agents rather than replace them, ensuring that customer experiences remain positive and personalized. Conclusion: In conclusion, while AI presents exciting opportunities for enhancing quality assurance in contact centers, it is essential to approach its implementation with caution. Amas and Bob remind us that technology should complement human skills and insights rather than undermine them. By finding the right balance, organizations can leverage AI to improve performance while maintaining the human touch that is vital in customer service.  Key Takeaways: 1. AI can enhance quality assurance by providing 100% call coverage and spotting trends in customer interactions. 2. The accuracy of AI assessments can be problematic; human oversight is crucial in the QA process. 3. Customer service is fundamentally a human interaction, and technology should support, not replace, human agents. Tags: AI, Quality Assurance, Contact Centers, Customer Service, Technology, Human Interaction, Trends in Customer Experience, Agent Performance, Podcast Insights

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the implications of AI in quality assurance within contact centers. They explore the benefits of AI, such as increased coverage and trend spotting, while also addressing concerns about accuracy and the potential for AI to replace human interaction. The discussion emphasizes the importance of using AI to enhance human capabilities rather than eliminate them, and the need for effective coaching and data utilization to improve agent performance. Main Content: Understanding AI in Quality Assurance The podcast opens with a light-hearted discussion about the weather, but it quickly shifts focus to a pressing topic: the use of AI in quality assurance. Amas and Bob agree that deploying AI in this area can be beneficial, especially regarding monitoring agent performance. One of the primary advantages they mention is the ability to achieve 100% call coverage. Traditionally, QA teams may only review a small percentage of calls, leading to inaccurate assessments of agent performance. With AI, contact centers can analyze every call, providing a more accurate picture of quality and performance. Spotting Trends and Gaining Insights Another significant benefit of AI mentioned in the podcast is its capability to spot trends in customer interactions. Bob highlights the importance of understanding call spikes, such as the recent increase in calls related to a coupon offer. AI can analyze large data sets quickly, allowing managers to respond to customer needs more effectively. This capability not only improves the customer experience but also empowers managers to make informed decisions based on real-time data. The Risks of Relying Solely on AI While Amas and Bob are enthusiastic about the potential of AI, they also express concern over its limitations. One critical issue is the accuracy of AI assessments. Amas warns that AI systems are often trained on human data, which can lead to discrepancies in scoring calls. He emphasizes the need for a human touch in QA processes, suggesting that AI should assist rather than replace human judgment. Without human oversight, there's a risk that AI can misinterpret nuances in customer-agent interactions, leading to misguided conclusions. The Importance of Human Interaction The conversation takes a deeper turn as they discuss the nature of customer service as a human interaction. Bob argues that technology should enhance the capabilities of QA teams, not eliminate them. He points out that while AI can streamline processes, it cannot replicate the empathy and understanding that a human agent brings to a conversation. The hosts advocate for a balanced approach where AI tools are used to support agents rather than replace them, ensuring that customer experiences remain positive and personalized. Conclusion: In conclusion, while AI presents exciting opportunities for enhancing quality assurance in contact centers, it is essential to approach its implementation with caution. Amas and Bob remind us that technology should complement human skills and insights rather than undermine them. By finding the right balance, organizations can leverage AI to improve performance while maintaining the human touch that is vital in customer service.  Key Takeaways: 1. AI can enhance quality assurance by providing 100% call coverage and spotting trends in customer interactions. 2. The accuracy of AI assessments can be problematic; human oversight is crucial in the QA process. 3. Customer service is fundamentally a human interaction, and technology should support, not replace, human agents. Tags: AI, Quality Assurance, Contact Centers, Customer Service, Technology, Human Interaction, Trends in Customer Experience, Agent Performance, Podcast Insights

In this episode, Dave Hoekstra of Calabrio sits down with Jinesh Nair, Head of Service Planning & Performance at Hargreaves Lansdown, to discuss how one of the UK's leading financial services organizations transformed its approach to workforce planning.Jinesh shares how a 350-agent operation spanning 25 departments tackled declining schedule adherence, 43% shrinkage, and highly manual real-time management by building a service planning function from the ground up. With Calabrio at the center, the team introduced greater agent autonomy, meaningful adherence and performance KPIs, and a data-driven real-time approach that shifted planners from manual adjustments to proactive insights.The results speak for themselves: schedule adherence increased from 82% to 91%, multiskilling became a strategic advantage, and the contact center evolved into a more resilient, connected part of the organization.The conversation explores why investing in the right people and processes matters more than tools alone, and why Net Promoter Score remains the ultimate pulse of the organization, reflecting customer experience, brand, and revenue in a single metric.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #275, we welcomed Sagi Reuven, Chief Revenue Officer at Deepdub based in Tel Aviv, Israel. Deepdub is the enterprise voice infrastructure powering AI in production. Deepdub built their credibility in the most demanding voice environments in the world: Hollywood studios, global broadcasters, and premium content pipelines where voice quality, emotional accuracy, and reliability are non-negotiable.Deepdub enables zero-shot voice cloning, voice-to-voice, ADR, accent control, and ultra-low latency delivery designed for systems that operate live, at scale, and in front of real customers.Get started here> https://deepdub.ai/ FYI even better if you let them know that CXC sent you their way!In this episode, Sagi and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #275 Highlight Reel:**1. Personalize for problems, not people.2. Keeping top talent by building smarter teams3. AI's impact on leadership & strategy4. The Partnership Economy is here5. Changes to prepare for in the work placeClick here to learn more about Sagi ReuvenClick here to learn more about DeepdubHuge thanks to Sagi for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

‘We've seen an incredible acceleration of true automation, where AI agents were able to fulfill a significant amount of engagement with a consumer, whether it be voice or chat-based,” says Scott Russell, CEO of Nice. He sits down with Bloomberg Intelligence analyst Mandeep Singh to talk about the deployment of AI agents for contact centers. From fine-tuning of large language models to handling a high volume of transactions, the discussion focuses on the various considerations for AI agents related to customer service across a range of industries.

In this episode of Working Smarter, Dave Hoekstra speaks with Dan Eddie, Customer Services Director at Simplyhealth - loyal Calabrio customer -  about the evolution of customer service in the healthcare sector. Together, they explore Simplyhealth's mission to improve access to healthcare in the UK, the shift from voice to digital contact channels, and how AI is being integrated to enhance the customer experience.Dan shares practical insights on the importance of business readiness, employee satisfaction, and the real-world challenges of implementing AI in the contact center. The conversation highlights why having a clear purpose and strategy is essential when adopting new technologies, and how Simplyhealth's focus on “Speed to Happiness” is shaping its CX transformation.

In this episode of Eye on AI, Craig Smith sits down with Anurag Dhingra, Senior Vice President and General Manager at Cisco, to explore where AI is actually creating value inside the enterprise. Rather than focusing on flashy demos or speculative futures, this conversation goes deep into the invisible layer powering modern AI: infrastructure. Anurag breaks down how AI is being embedded into enterprise networking, security, observability, and collaboration systems to solve real operational problems at scale.  From self-healing networks and agentic AI to edge computing, robotics, and domain-specific models, this episode reveals why the next phase of AI innovation is less about chatbots and more about resilient systems that quietly make everything work better. This episodeis perfect for enterprise leaders, AI practitioners, infrastructure teams, and anyone trying to understand how AI moves from theory into production. Stay Updated: Craig Smith on X: https://x.com/craigss Eye on A.I. on X: https://x.com/EyeOn_AI (00:00) Why AI Only Matters If the Infrastructure Works (01:22) Cisco's Evolution (04:39) Connecting Networks, People, and Experiences at Scale (09:31) How AI Is Transforming Enterprise Networking (12:00) Edge AI, Robotics, and Real-World Reliability (14:18) Security Challenges in an Agent-Driven Enterprise (15:28) What Agentic AI Really Means (Beyond Automation) (20:51) The Rise of Hybrid AI: Cloud Models vs Edge Models (24:30) Why Small, Purpose-Built Models Are So Powerful (29:19) Open Ecosystems and Agent-to-Agent Collaboration (33:32) How Enterprises Actually Adopt AI in Practice (35:58) Building AI-Ready Infrastructure for the Long Term (40:14) AI in Customer Experience and Contact Centers (44:14) The Real Opportunity of AI and What Comes Next

Send us a textThis episode is my AI Christmas wish list for CCaaS. Not toys. Not buzzwords. The real AI tools contact centers should already have but don't. Everyone is focused on making AI talk to customers. That's missing the point. AI in CX isn't supposed to just talk. It's supposed to run the contact center. I break down the biggest opportunities CCaaS platforms are skipping, from AI flow builders you can prompt in plain English, to real-time workforce orchestration, predictive routing that replaces “next available agent,” dashboards built instantly by prompt, in-call coaching that actually helps agents in the moment, and real-time billing with zero surprises. This is a wish list, but it's not fantasy. This is practical, achievable AI that would make life easier for the people running the floor every day. If you're tired of AI demos that look good but don't change operations, this episode is for you. All I want for Christmas is CCaaS AI that actually works. Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel OttoQA: try.ottoqa.com Expivia: Expiviausa.com

AI is saving contact centers time, but is it actually making life better for agents? In this episode of Working Smarter, Dave Hoekstra chats with Steve Morrell from ContactBabel about new research into agent burnout, the evolving role of the agent, and what really happens when productivity goes up but KPIs don't change. From AI-powered self-service and agent assist to analytics that tell us why customers are calling, they explore whether time saved is being reinvested wisely, or quietly driving new pressures. The conversation also digs into manager empathy, agent empowerment, and why up to 25% of call time is still spent hunting for information, proving that the data is there, but we may be asking the wrong questions.

In this episode of Working Smarter, Dave Hoekstra is joined by Martin Teasdale, Founder of Get Out of Wrap, to unpack the findings from our latest Voice of the Agent research. This year, 540 frontline agents opened up about the realities, challenges, and hidden truths of working inside today's contact centers.Last year's report was groundbreaking, revealing that while agents were largely satisfied and proud of their work, major gaps remained around AI readiness, training support, and overall enablement. This year, we dig even deeper. From evolving expectations and shifting workforce dynamics to surprising new trends that leaders can't afford to ignore - this conversation pulls back the curtain on what it really means to be an agent in 2025.Tune in to uncover what's changed, what hasn't, and what every contact center leader needs to know next.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #273, we welcomed Varun Sharma, Co-Founder & CEO of Enterpret based in New York, NY. Enterpret provides custom AI to transform how you understand customers – from feedback chaos into clear, confident action. Harness superintelligence that feels like intuition, so your product and CX leaders never miss a signal.The Enterpret platform supercharges teams via advanced LLMs to help brands like Notion, The Farmer's Dog, and Perplexity build better products and experiences.In this episode, Varun and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #273 Highlight Reel:**1. On a mission to connect product leaders with their customers2. Pioneering customer intelligence with AI 3. Understand your customers wants & needs 4. Creating actionable reporting to lift your CX & EX 5. VOC support to help grow your business Click here to learn more about Varun SharmaClick here to learn more about EnterpretHuge thanks to Varun for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Is your contact center ready to become a profit center? Agility requires not just adopting new technologies like AI, but also fundamentally rethinking how we structure our teams, measure success, and interact with customers. It demands a willingness to experiment, learn, and adapt quickly in a constantly evolving landscape. Today, we're going to talk about how artificial intelligence is revolutionizing the contact center, transforming it from a cost center into a driver of customer loyalty and revenue growth. To help me discuss this topic, I'd like to welcome Chang Chang, Senior Director, Product, Cloud CX Solutions at Cisco's Webex Customer Experience Solutions. About Chang Chang Chang Chang, Senior Director, Product, Cloud CX Solutions, Cisco's Webex Customer Experience Solutions.  Chang is a senior director of product management in the Webex Customer Experience Solutions business at Cisco. With over 14 years of product leadership experience, Chang has held key roles at Intuit and Mighty Audio (an early-stage startup), as well as a management consultant at PwC. Chang holds an MBA from UCLA Anderson. Chang Chang on LinkedIn: https://www.linkedin.com/in/changjonathanj/ Resources Cisco's Webex Customer Experience Solutions: https://www.webex.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Is your contact center ready to become a profit center?Agility requires not just adopting new technologies like AI, but also fundamentally rethinking how we structure our teams, measure success, and interact with customers. It demands a willingness to experiment, learn, and adapt quickly in a constantly evolving landscape.Today, we're going to talk about how artificial intelligence is revolutionizing the contact center, transforming it from a cost center into a driver of customer loyalty and revenue growth. To help me discuss this topic, I'd like to welcome Chang Chang, Senior Director, Product, Cloud CX Solutions at Cisco's Webex Customer Experience Solutions. About Chang Chang Chang Chang, Senior Director, Product, Cloud CX Solutions, Cisco's Webex Customer Experience Solutions. Chang is a senior director of product management in the Webex Customer Experience Solutions business at Cisco. With over 14 years of product leadership experience, Chang has held key roles at Intuit and Mighty Audio (an early-stage startup), as well as a management consultant at PwC. Chang holds an MBA from UCLA Anderson. Chang Chang on LinkedIn: https://www.linkedin.com/in/changjonathanj/ Resources Cisco's Webex Customer Experience Solutions: https://www.webex.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

Summary In this conversation, Amas Tenumah, Bob Furniss and Brad Cleveland discusses the three levels of value that contact centers create: efficiency, customer satisfaction and loyalty, and strategic insights provided by AI. He emphasizes the importance of these levels in improving products, services, and processes. Takeaways there's three levels of value that contact centers create Level one is efficiency customer satisfaction, loyalty, if we do a good job it's the strategic insight that AI can provide it can still tell us, hey, here's a trend I'm seeing Here's an opportunity to improve products and services AI doesn't have to be perfect to provide value Strategic insights can drive business improvements Understanding trends is crucial for growth Contact centers play a vital role in customer experience Titles Unlocking Value in Contact Centers The Role of AI in Customer Service Sound bites "Level one is efficiency" "customer satisfaction, loyalty, if we do a good job" "it's the strategic insight that AI can provide" Chapters 00:00 Introduction to the Contact Center Show 00:27 AI and Its Impact on Customer Interactions 00:31 Future Jobs in the Contact Center Industry

Summary In this conversation, Amas Tenumah, Bob Furniss and Brad Cleveland discusses the three levels of value that contact centers create: efficiency, customer satisfaction and loyalty, and strategic insights provided by AI. He emphasizes the importance of these levels in improving products, services, and processes. Takeaways there's three levels of value that contact centers create Level one is efficiency customer satisfaction, loyalty, if we do a good job it's the strategic insight that AI can provide it can still tell us, hey, here's a trend I'm seeing Here's an opportunity to improve products and services AI doesn't have to be perfect to provide value Strategic insights can drive business improvements Understanding trends is crucial for growth Contact centers play a vital role in customer experience Titles Unlocking Value in Contact Centers The Role of AI in Customer Service Sound bites "Level one is efficiency" "customer satisfaction, loyalty, if we do a good job" "it's the strategic insight that AI can provide" Chapters 00:00 Introduction to the Contact Center Show 00:27 AI and Its Impact on Customer Interactions 00:31 Future Jobs in the Contact Center Industry

What if your contact center is sitting on all the data, tools, and talent it needs to create daily moments of operational magic—but you're still only experiencing a fraction of what's possible? For years, leaders have been limited by blind spots—seeing only a handful of interactions each month and building processes around survival instead of success. But with full visibility into every call, chat, and customer moment, your center can finally eliminate the darkness that once restricted performance. This episode shows how modern QA, AI-assisted coaching, and real-time insight open the door to faster operations, cleaner processes, happier employees, and customers who feel the difference immediately. Listeners will discover: • How shifting from limited insights to full interaction visibility transforms coaching, performance, and employee confidence almost overnight. • The measurable signals that show whether your center is experiencing real “operational magic”—from lower costs to higher loyalty to cleaner processes. • What every leader should expect—and demand—from vendors offering AI, QA, and agent-assist tools in today's contact center environment.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #272, we welcomed Matt Rubright, Chief Customer Officer at Jam.dev based in Seattle, WA. Jam powers the complete software development lifecycle, with AI that eliminates 84% of bug reproduction tasks, so your engineers can ship clean code faster.Jam AI adds the relevant logs and steps to make every bug report actionable. With integrations with best-in-class issue trackers & other product management tools, Jam fits right into EPD workflows.In this episode, Matt and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #272 Highlight Reel:**1. Salesforce utilization management in today's world 2. Why you might be over-building your CRM3. Implementing tech changes within an organization 4. Building playbooks to guide your team & create consistency 5. Leveraging 360 feedback to build high-performing teamsClick here to learn more about Matt RubrightClick here to learn more about Jam.devHuge thanks to Matt for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Everyone knows AI needs your data to truly work. But, what about your company's reasoning?

Hey CX Nation,In this week's CXWeekly Update episode I walk through some ideas, goals & CTAs that me & the team at CXC have been focused on.Full candor, we're in a full blown sales sprint to the end of the year to close 2025 with a bang & tee up the best year yet in 2026.We're also working on a ton of new customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year. Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal at CXC is to create some of the best customer focused business leader content, including short episodes like these CXWeekly updates that are digestible, actionable & most importantly entertaining for all of you.Huge thanks for all of you who helped to celebrate our 5 year anniversary of building CXChronicles, it's been a hell of a journey. Approaching 300+ episodes of customer focused business contentWorked with 150+ companies across the world helping make customer & employee happiness a habitPartnered with biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks.Launched CXC Healthzone Intelligence Platform, go see how your company's CX stacks up the rest. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Hey CX Nation,In this week's episode of The CXChronicles Podcast #271, we welcomed Marcus Smith, CEO at Cloud Trailz based in Atlanta, GA. Cloud Trailz offers their customers Saleforce help without all of the hassle by providing professional, expert users that come with the playbooks required to achieve utilization & success with the world's largest CRM. In this episode, Marcus and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #271 Highlight Reel:**1. Salesforce utilization management in today's world  2. Why you might be over-building your CRM 3. Implementing tech changes within an organization  4. Building playbooks to guide your team & create consistency  5. Leveraging 360 feedback to build high-performing teams Click here to learn more about Marcus Smith Click here to learn more about Cloud TrailzHuge thanks to Marcus for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Stop losing leads to spam flags and regulatory fines. In today's hyper-regulated outbound world, AI and TCPA compliance are no longer optional—they are the core engines of revenue growth. In this must-listen episode, Sales POP! host John Golden sits down with Nima Hakimi, CEO of Converso, to break down how to achieve superior results while staying 100% compliant. Nima shares actionable insights from two decades of experience, including how his team leverages machine learning for caller ID reputation management and contact rate optimization (with up to 50% reported uplifts).

Send us a textJoin us for an inside look at Expivia Digital and the current state of contact center technology. We share our 30-year journey from running contact centers to consulting on CCaaS platform selection, AI quality assurance, and NICE CXone implementations. As members of NICE's Executive Advisory Board, we discuss the biggest trends shaping the industry in 2025: usage-based pricing, AI automation, agent experience, and how to cut through vendor promises to find technology that actually delivers ROI. Whether you're evaluating platforms, implementing AI, or trying to optimize your current stack - this is the real talk contact center leaders need to hear.Come check us out at Expiviadigital.com Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel