Podcasts about contact center

I, Stewart Alsop, welcomed Alex Levin, CEO and co-founder of Regal, to this episode of the Crazy Wisdom Podcast to discuss the fascinating world of AI phone agents. Alex shared some incredible insights into how AI is already transforming customer interactions and what the future holds for company agents, machine-to-machine communication, and even the nature of knowledge itself.Check out this GPT we trained on the conversation!Timestamps00:29 Alex Levin shares that people are often more honest with AI agents than human agents, especially regarding payments.02:41 The surprising persistence of voice as a preferred channel for customer interaction, and how AI is set to revolutionize it.05:15 Discussion of the three types of AI agents: personal, work, and company agents, and how conversational AI will become the main interface with brands.07:12 Exploring the shift to machine-to-machine interactions and how AI changes what knowledge humans need versus what machines need.10:56 The looming challenge of centralization versus decentralization in AI, and how Americans often prioritize experience over privacy.14:11 Alex explains how tokenized data can offer personalized experiences without compromising specific individual privacy.25:44 Voice is predicted to become the primary way we interact with brands and technology due to its naturalness and efficiency.33:21 Why AI agents are easier to implement in contact centers due to different entropy compared to typical software.38:13 How Regal ensures AI agents stay on script and avoid "hallucinations" by proper training and guardrails.46:11 The technical challenges in replicating human conversational latency and nuances in AI voice interactions.Key InsightsAI Elicits HonestyPeople tend to be more forthright with AI agents, particularly in financially sensitive situations like discussing overdue payments. Alex speculates this is because individuals may feel less judged by an AI, leading to more truthful disclosures compared to interactions with human agents.Voice is King, AI is its HeirDespite predictions of its decline, voice remains a dominant channel for customer interactions. Alex believes that within three to five years, AI will handle as much as 90% of these voice interactions, transforming customer service with its efficiency and availability.The Rise of Company AgentsThe primary interface with most brands is expected to shift from websites and apps to conversational AI agents. This is because voice is a more natural, faster, and emotive way for humans to interact, a behavior already seen in younger generations.Machine-to-Machine FutureWe're moving towards a world where AI agents representing companies will interact directly with AI agents representing consumers. This "machine-to-machine" (M2M) paradigm will redefine commerce and the nature of how businesses and customers engage.Ontology of KnowledgeAs AI systems process vast amounts of information, creating a clear "ontology of knowledge" becomes crucial. This means structuring and categorizing information so AI can understand the context and user's underlying intent, rather than just processing raw data.Tokenized Data for PrivacyA potential solution to privacy concerns is "tokenized data." Instead of providing AI with specific personal details, users could share generalized tokens (e.g., "high-intent buyer in 30s") that allow for personalized experiences without revealing sensitive, identifiable information.AI Highlights Human InconsistenciesImplementing AI often brings to light existing inconsistencies or unacknowledged issues within a company. For instance, AI might reveal discrepancies between official scripts and how top-performing human agents actually communicate, forcing companies to address these differences.Influence as a Key Human SkillIn a future increasingly shaped by AI, Sam Altman (via Alex) suggests that the ability to "influence" others will be a paramount human skill. This uniquely human trait will be vital, whether for interacting with other people or for guiding and shaping AI systems.Contact Information*   Regal AI: regal.ai*   Email: hello@regal.ai*   LinkedIn: www.linkedin.com/in/alexlevin1/

Description: Learn how you can use the all new Amazon Q Developer integration with GitLab Duo to automate code generation and review, plus even more updates from AWS. 00:00:00 - Intro, 00:00:28 - SWE Holly Bench, 00:04:31 - Analytics, 00:06:49 - Application Integration, 00:07:14 - Artificial Intelligence, 00:08:53 - Amazon Bedrock Data Automation, 00:14:11 - AWS Health Omex, 00:14:21 - Compute, 00:16:37 - Contact Centers, 00:17:25 - Containers, 00:17:46 - Databases, 00:18:18 - Front end Web and Mobile, 00:18:59 - Management and Governance, 00:20:07 - Migration and Transfer, 00:20:17 - Networking and Content Delivery, 00:20:44 - Security Identity End Compliance, 00:23:24 - Serverless, 00:24:01 - Storage, 00:24:41 - Wrap up Shownotes: https://d29iemol7wxagg.cloudfront.net/719ExtendedShownotes.html

This conversation delves into the critical role of frontline supervisors in contact centers, exploring the challenges they face, the future of their roles amidst technological advancements, and effective leadership strategies to support them. The discussion emphasizes the importance of human connection in leadership and the need for organizations to prioritize the well-being and development of their frontline supervisors.     Takeaways The job of a frontline supervisor can be overwhelming. Many supervisors lack adequate training for their roles. Time management is crucial for supervisors to balance their responsibilities. Supervisors often spend less than 50% of their time with their teams. Technology is changing the landscape of contact centers, impacting supervisors' roles. AI and automation may not replace supervisors but change their responsibilities. Leadership should focus on personal growth and development. Praise and coaching should be balanced in management practices. Human customers will always need human supervisors. Organizations must check in on their frontline supervisors regularly.    

"My goal is to make people's jobs better — and to make them feel better about their jobs," says Mitch Lieberman, of Fuel iX within TELUS Digital. At the inaugural vCon conference, Lieberman demonstrated how Fuel iX is pioneering a new way to train and empower contact center agents using real-time simulations, AI-driven coaching, and a continuous feedback loop they call the Contact Center Agility Loop. Fuel iX is a democratized generative AI platform that enables users to build co-pilot and independent AI solutions. Mitch's team focuses on applying the technology to real-world contact center challenges — specifically agent performance, training, and customer satisfaction. From 1% Coverage to 100% Insight Traditionally, contact center managers reviewed only a tiny fraction of agent-customer conversations — often less than 1% of all interactions. Fuel iX changes that. By capturing and analyzing every customer interaction, the new Fuel iX Agent Trainer application can create realistic simulations for role-playing, evaluate agent performance in real-time, and provide instant coaching. "We're going live on May 1st," Lieberman announced. "We want to bring new agents to full proficiency faster, with better coaching, and make sure they feel confident and supported from day one." During a live demo, Lieberman showed how the system evaluates an agent's performance after handling a simulated customer complaint — complete with an automatically generated transcript, performance score, and improvement suggestions. The Contact Center Agility Loop: A Continuous Learning Framework Lieberman also introduced the Contact Center Agility Loop, a model that frames the before, during, and after of every customer interaction: Before: Training and upskilling through simulations like the Agent Trainer. During: Real-time support with an Agent Co-Pilot, offering dynamic knowledge retrieval and smart call guidance. After: Quality assessment that feeds back into training, ensuring continuous agent development. "We call it an agility loop because it's self-learning," Lieberman explained. "We can detect if a training module needs updating based on actual call performance, creating true operational continuity and growth." By tightly integrating coaching, support, and evaluation, TELUS Digital and Fuel iX aim to reduce onboarding time (speed-to-proficiency) and improve agent experience — making better service possible for customers and a better work environment for agents. Learn More Visit telusdigital.com for more about TELUS Digital solutions. Explore fuelix.ai for updates on the Fuel iX platform and the Agent Trainer launch. #Hashtags for LinkedIn Post: #ContactCenter #CustomerExperience #AI #AgentTraining #DigitalTransformation #vCon #EnterpriseTechnology #FutureOfWork

Today's guests are David McInnes, ServiceNow Engagement Manager and Andrew Ortiz, ServiceNow Practice Director at Advizex. Founded in 1975, Advizex (a Fulcrum IT Partners company) is not just another technology solutions provider; they are your dedicated partner in overcoming complex business challenges. They have set themselves apart by offering tailored technology consulting, implementation support and comprehensive IT-managed services, empowering organizations of all sizes to thrive in a competitive landscape.David is a dedicated, self-motivated IT professional with extensive experience in ServiceNow and Contact Center development. As a customer-focused leader and former IT Executive, he excels in delivering results and building strong, trust-based relationships. Andrew is an Infrastructure Architect and Advisory Consultant with over 15 years of experience. He's skilled at analyzing complex scenarios and identifying effective solutions, consistently demonstrating a deep understanding of customer needs.In the episode, David and Andrew discuss:In the episode, David and Andrew discuss:0:00 Andrew's background and role expanding Advizex's reach and expertise3:58 Dave's journey as ServiceNow Engagement Manager with deep IT and MSP experience6:02 Building lasting partnerships through customer-focused solutions at Advizex9:46 Managing ServiceNow implementations and customer success11:53 Helping Financial and healthcare firms digitize workflows with ServiceNow17:03 How IT-focused engagement managers support ServiceNow projects and integrations18:35 Expanding ServiceNow, AI, government, security and data insights21:27 Focus on AI in ServiceNow, training and customer adaptation22:46 Their customer-focused, communication-driven hiring for effective solutions

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of contact centers, particularly focusing on Microsoft's recent rebranding efforts that redefine the term 'agent' to refer to bots rather than human representatives. They explore the implications of this shift, the role of technology in customer service, and the importance of maintaining a human connection in an increasingly automated environment. The discussion emphasizes the need for leaders in the industry to advocate for human agents while navigating the challenges posed by AI and digital transformation. Takeaways Microsoft's rebranding reflects a significant shift in the contact center industry. The term 'agent' is now being associated with bots rather than human representatives. Technology is becoming the focal point in contact centers, often at the expense of human agents. There is a need for industry professionals to push back against the over-reliance on technology. AI should be used to support human agents, not replace them. The future of customer service must include a balance between technology and human interaction. Leaders should advocate for the value of human agents in the face of automation. Customer loyalty is built on human connections, not technology. The conversation around AI in contact centers is evolving rapidly. It's essential to maintain clarity in terminology to avoid confusion between human and digital agents. Titles The Future of Contact Centers: Humans vs. Bots Navigating the AI Revolution in Customer Service Chapters 00:00 Introduction and Sports Banter 02:01 Microsoft's Rebranding and the Future of Contact Centers 06:05 The Role of Technology in Contact Centers 12:03 Navigating Change in Contact Center Operations 17:57 Conclusion and Call to Action 18:59 contact center show vertical outtro.mp4   Links:https://www.cxtoday.com/contact-center/microsoft-rebrands-its-contact-center-workspace-stops-using-the-term-agent-for-live-reps/ https://www.cxtoday.com/contact-center/microsoft-releases-three-ai-agents-for-a-more-autonomous-contact-center/

“Building a standard like vCon is a little like giving birth — long, painful, but ultimately transformative.” — Daniel Petrie, Founder, SIPez SIPez's Daniel Petrie on the Birth of vCon and Why It's a Game-Changer for Contact Centers and Beyond Hyannis, MA - April 2025 - As the inaugural vCon Conference wrapped up, Daniel Petrie of SIPez shared a unique perspective: while Thomas McCarthy-Howe of Stralid conceived the idea of vCon, it was Petrie who helped “deliver” it through the grueling process of standards development. “Tom had the idea,” Petrie said. “I helped get it through the standards organizations. And yes, it's a lot like giving birth—it's a long and sometimes painful journey.” For first-timers to the vCon concept, Petrie offered a clear definition: vCon is a universal data exchange format for conversations — whether voice, video, text, email, or chat — capturing both the content and the surrounding metadata in a standardized way. This makes it dramatically easier for companies to analyze, share, protect, and enhance conversations across platforms and systems. How vCon Helps Contact Centers — and Everyone Else Instead of integrating separately with multiple third-party AI or analytics platforms, contact centers can integrate once into vCon and unlock access to a broad ecosystem of services. As Petrie put it: “One integration gives you access to a whole new world of capabilities — transcription, summarization, sales coaching, customer analysis, and more.” And vCon's potential doesn't stop at the enterprise level. Petrie sees a future where small businesses and even individuals can extract vCons from everyday tools like Zoom or Google Meet, then feed those into AI platforms to get meeting summaries, action items, and coaching insights — services traditionally reserved for large organizations. SIPez: Helping Companies Bridge the Gap At SIPez, Petrie and his team focus on open-source and proprietary telecom solutions, building custom capabilities where standard vendors fall short. “We help companies bridge gaps — integrating new technologies like vCon into existing stacks without having to wait for big vendors to catch up,” Petrie said. Where to Learn More For companies, MSPs, channel partners, and carriers looking to harness the power of vCon today, Petrie invites you to connect: sipez.com Daniel Petrie on LinkedIn “Don't get left behind. vCon is the future for contact centers, and the opportunity is huge,” Petrie concluded. #vCon #ContactCenter #CXInnovation #SIPez #OpenStandards #ConversationalAI #TelecomStandards #AIInTelecom #DigitalTransformation #SmallBusinessTech #ProductivityTools

Learn about the latest new FM in the Nova family that simplifies conversational AI with low latency, and build safely with new capabilities for Amazon Bedrock Guardrails. 00:00 - Intro, 00:27 - Amazon Nova Sonic, 03:13 - Amazon Bedrock Guardrails, 05:23 - Analytics, 08:18 - Application Integration, 08:37 - Artificial Intelligence, 12:06 - Business Applications, 13:01 - Cloud Financial Management, 13:44 - Compute, 15:04 - Contact Center, 16:29 - Containers, 16:49 - Databases, 19:57 - Developer Tools, 20:59 - Frontend Web and Mobile, 21:20 - Management and Governance, 23:39 - Media Services, 25:37 - Migration and Transfer, 26:46 - Networking and Content Delivery, 28:45 - Artificial Intelligence, 29:58 - Security, Identity, and Compliance, 32:51 - Serverless, 33:57 - Storage, 37:29 - Wrap up Show Notes: https://dqkop6u6q45rj.cloudfront.net/run-sheet-20250418-173723.html

Today's guest is Jim Palmer, Chief AI Officer at Dialpad. Dialpad is an AI-powered communication platform offering unified calling, messaging, video conferencing, and customer support. It helps businesses improve team collaboration and productivity through scalable, efficient communication solutions. In this episode, Jim Palmer joins Emerj Managing Editor Matthew DeMello on the show today to discuss the evolution of AI in customer experience. With over 10 years of experience in AI solutions, Jim shares valuable insights into the challenges and opportunities businesses face in implementing human-centric AI. From overcoming disparate systems to measuring AI's ROI, they dive deep into the practical aspects of AI integration and its impact on customer satisfaction. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

Send us a textIn this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings. We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms, showing which vendors truly lead the pack in 2025. Using a groundbreaking approach that combines ChatGPT's analytical capabilities with Deep Research, we've evaluated each platform across 18 critical criteria. Whether you're considering a CCaaS migration, evaluating your current vendor, or just keeping tabs on the industry, this vendor-neutral assessment provides the clarity you need to make informed decisions. From AI capabilities to cost transparency, integration ecosystems to operational excellence try to cover it all. Don't miss this essential guide to the current CCaaS landscape, where technology meets practical real-world application through the eyes of AI.  Tom Laird's 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. Follow 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

“I think people should stop thinking about contact centers as a thing that is sort of about being responsive and reactive, and instead, really how do we fundamentally change the way you think about the way you talk to customers,” says Pasquale DeMaio, Amazon Web Services' vice president of Amazon Connect. “In that sense, I think the status quo is really our competition.” In this episode of the Tech Disruptors podcast, DeMaio and Anurag Rana, Bloomberg Intelligence's senior technology analyst, touch on several pressing topics related to contact center-as-a-service, among them being AI automation, data integration challenges and the shifts in enterprise and end-user expectations for customer service.

How do you build a contact center where people want to stay? In this episode of First Contact: Stories of the Call Center, we sit down with Sam Falletta, CEO of Incept, who shares how he built a people-first company culture that reduces turnover and drives performance. From rewriting rigid attendance policies to embedding mental health support into operations, Sam takes us deep into the realities of leading with empathy while delivering results. We also unpack the evolution of leadership, the hidden cost of disengagement, and why automation without a human core is a missed opportunity.

Are you just hearing... or are you truly listening? What if the key to becoming a respected leader isn't what you say—but how deeply you listen? In the contact center world, we train agents to listen actively every day—yet many leaders struggle with the same skill. This episode dives into the crucial difference between hearing and listening, and how that one distinction could reshape your leadership, elevate team trust, and fast-track your influence up the org chart. By tuning in, you'll learn: How to eliminate distractions and sharpen your listening focus—even in noisy environments Practical verbal and nonverbal techniques that show your team you're locked in A powerful mindset shift for listening to your leader, your team, and even yourself Listen now to discover the 3 essential techniques that will make you a more present, effective, and trusted contact center leader.

Are you just hearing... or are you truly listening? What if the key to becoming a respected leader isn't what you say—but how deeply you listen? In the contact center world, we train agents to listen actively every day—yet many leaders struggle with the same skill. This episode dives into the crucial difference between hearing and listening, and how that one distinction could reshape your leadership, elevate team trust, and fast-track your influence up the org chart. By tuning in, you'll learn: How to eliminate distractions and sharpen your listening focus—even in noisy environments Practical verbal and nonverbal techniques that show your team you're locked in A powerful mindset shift for listening to your leader, your team, and even yourself Listen now to discover the 3 essential techniques that will make you a more present, effective, and trusted contact center leader.

Hosts Simon and Jillian discuss how you can uncover hidden trends and make data-driven decisions - all through natural conversation, with Amazon Q in Quicksight, plus, more of the latest updates from AWS. 00:00 - Intro, 00:22 - Top Stories, 02:50 - Analytics, 03:35 - Application Integrations, 04:48 - Amazon Sagemaker, 05:29 - Amazon Bedrock Knowledge Bases, 05:48- Amazon Polly, 06:46 - Amazon Bedrock, 07:31 - Amazon Bedrock Model Evolution LLM, 08:29 - Business Application, 08:58 - Compute, 09:51 - Contact Centers, 10:54 - Containers, 11:12 - Database, 14:21 - Developer Tools, 15:20 - Front End Web and Mobile, 15:45 - Games, 16:04 - Management and Governance, 16:35 - Media Services, 16:47 - Network and Content Delivery, 19:39 - Security Identity and Compliance, 20:24 - Serverless, 21:48 - Storage, 22:43 - Wrap up Show Notes: https://dqkop6u6q45rj.cloudfront.net/shownotes-20250404-184823.html

At Enterprise Connect 2025, Microsoft's announcement of Microsoft Teams Phone Extensibility marked a significant leap in the evolution of Teams-integrated communications. Among the first to harness this new capability is Luware, whose Teams-native contact center solution, Luware Nimbus Power, was front and center at the event. In a podcast recorded live from the show, John Wright of Luware joined Technology Reseller News publisher Doug Green to discuss the implications of this breakthrough. “Luware Nimbus Power leverages Microsoft's Azure Communication Services (ACS) to enable what we call ‘dual persona' functionality,” Wright explained. “This means agents can manage and receive audio calls through either the contact center console or the Microsoft Teams client—seamlessly.” Wright emphasized that while many competitors took the fastest route to market by simply connecting existing solutions to Teams, Luware made a bold move: they rebuilt their contact center platform natively within the Teams environment using the Extend model. Now, with Power certification, Luware adds advanced capabilities that integrate fully with Microsoft 365 tools like Power Automate, SharePoint, and Dynamics, and allow real-time AI enhancements via Microsoft Copilot Studio. This cloud-native, Teams-embedded architecture not only enables secure handling of calls without rerouting media through third-party infrastructure but also offers deep flexibility for integrations with CRMs, ticketing systems, and third-party platforms. “The call stays within the Teams tenant,” Wright noted. “That's a major advantage for organizations with strict compliance and security requirements.” For multi-vendor enterprise environments or long-standing organizations with diverse tech stacks, Wright sees the Luware approach as a powerful unifier: “You might have different departments working with different systems—Salesforce, Freshdesk, you name it. Luware can centralize communications across those platforms while keeping the user experience rooted in Teams.” Luware's robust partner program also makes this a compelling opportunity for MSPs and MSSPs. “We built a rewarding, intuitive partner program around Nimbus,” Wright said. “You can deploy a full-featured, omni-channel, AI-powered contact center in under 40 minutes.” Luware's commitment to native Teams integration and close collaboration with Microsoft positions it as a top-tier option for modern, scalable, secure contact center deployments. Learn more at www.luware.com

Send us a textIn 2025, outsourcing isn't just about price, it's about AI, partnership, tech, and long-term CX strategy. In this episode, Tom Laird breaks down exactly what to look for in a modern contact center outsourcing partner and how to build an RFP that separates real CX tech players from the fluff.From AI expectations and data transparency to platform flexibility and agent experience, this is your blueprint for setting the bar higher and finding a partner who can actually meet it. Tom Laird's 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. Follow 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

In the latest episode of The Modern Customer Podcast, Tom Eggemeier, CEO of Zendesk, shares what's next for CX—and why the future is all about outcomes, not tickets. The conversation explores Zendesk's new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include: ✅ The shift from interactions to real resolution ✅ Agentic AI that acts, adapts, and anticipates ✅ A business model that only wins if customers do ✅ The 3 biggest CX shifts redefining loyalty, automation, and the human touch If you're thinking about where customer experience is headed, this episode offers a clear and optimistic view of what's possible.

This week on The Modern Customer Podcast, I sat down with Jeff Shore, sales strategist, author, and founder of Shore Consulting. We explored the emotional mechanics behind why customers buy—and what causes them to hesitate. Jeff shared a powerful framework that helps brands reduce friction, build trust, and create experiences that move customers forward with confidence. If you lead CX, journey design, or customer strategy, this episode offers fresh insights you can apply right away. Listen now—and discover how to turn hesitation into momentum. This episode is sponsored by Scayle—the flexible, scalable eCommerce platform built to grow enterprise brands—pain-free. Visit www.scayle.com to learn more Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

At Channel Partners 2025, Robert Serretti shares how immersive collaboration spaces drive stickier solutions for partners “We really see the channel as the best way to go to market. Once partners experience the platform, the ideas start to pop.” Robert Serretti, CTO, TeleSpeak LAS VEGAS, NV – Channel Partners Conference 2025 – As hybrid work becomes the norm, collaboration tools are evolving to meet the moment. One company embracing this shift with immersive technology is TeleSpeak, a software development firm that offers Office Anywhere, a virtual, persistent workspace designed to replicate the energy and spontaneity of a physical office environment—without the commute. Robert Serretti, TeleSpeak's CTO, joined Technology Reseller News to explain how Office Anywhere is redefining what it means to "show up" to work in a hybrid world. From Zoom Fatigue to Persistent Presence Office Anywhere isn't just another video conferencing app. Instead, it creates a visually immersive digital office, complete with rooms, desks, doors to knock on, and the feeling that colleagues are just down the hall. “If you're in the office and your co-worker's door is open, you pop in. If it's closed, you knock. We replicate that virtually,” said Serretti. “It combats the isolation many remote workers feel and fosters real connection.” The platform integrates seamlessly with Zoom, Microsoft Teams, Google Meet, AWS Chime, and leading CCaaS and UCaaS systems, including Salesforce, Genesys, HubSpot, and others. Designed for Contact Centers, Classrooms, and Creatives Office Anywhere offers vertical-specific spaces: Contact Centers with call flows and integrations Virtual Classrooms for education providers Custom Spaces, from corporate HQs to Millennial Falcon-themed hubs Built-in assets like SIP phones and CRM dashboards allow users to work inside familiar systems—just within an immersive, collaborative space. A Sticky, Monetizable Opportunity for Channel Partners TeleSpeak is channel-first. For MSPs, agents, and solution providers, the platform offers: 25% recurring commission Free use of the platform for partner orgs Custom-branded, immersive demo environments Flexible price points for SMB, mid-market, and enterprise Pricing starts at $95/month for up to 10 users, scaling to custom deployments for large teams. “It's sticky,” Serretti emphasized. “Because it layers on top of existing platforms—CCaaS, VoIP, CRM—it enhances what partners already sell.” TeleSpeak is actively onboarding new partners. Visit telespeak.net to see a live demo and explore the platform. Interested partners can contact Robert Serretti directly at roberts@telespeak.net. As Serretti noted, “Once people use it, they start to see the possibilities.”  

Get featured on the show by leaving us a Voice Mail: https://bit.ly/MIPVMFULL SHOW NOTES https://www.microsoftinnovationpodcast.com/669 Peter Ruiter shares his journey from PHP developer to Microsoft MVP, highlighting his career transformation and expertise in Microsoft's contact center technology.• Born in the Netherlands with a family that spans continents – wife from Argentina, two sons aged 14 and 10• Started in Media Technology, working with PHP and marketing automation before transitioning to Microsoft technologies• Currently serves as Principal Solution Architect and Cloud Domain Lead at Capgemini• Leads Power Platform initiatives within Capgemini Netherlands, focusing on complex Dynamics projects• Passionate about Microsoft's contact center capabilities which integrate Teams, Dynamics, and Azure Communication Services• Explains how Microsoft's platform approach gives it advantages over competitors like Genesis and Amazon Connect• Provides insight into the practical considerations of implementing contact center solutions, including cost comparisons• Planning to speak at the BizApps Summit in Düsseldorf and attend the MVP SummitOTHER RESOURCES: Microsoft MVP YouTube Series - How to Become a Microsoft MVP - https://www.youtube.com/playlist?list=PLzf0yupPbVkqdRJDPVE4PtTlm6quDhiu7 This year we're adding a new show to our line up - The AI Advantage. We'll discuss the skills you need to thrive in an AI-enabled world. DynamicsMinds is a world-class event in Slovenia that brings together Microsoft product managers, industry leaders, and dedicated users to explore the latest in Microsoft Dynamics 365, the Power Platform, and Copilot.Early bird tickets are on sale now and listeners of the Microsoft Innovation Podcast get 10% off with the code MIPVIP144bff https://www.dynamicsminds.com/register/?voucher=MIPVIP144bff Accelerate your Microsoft career with the 90 Day Mentoring Challenge We've helped 1,300+ people across 70+ countries establish successful careers in the Microsoft Power Platform and Dynamics 365 ecosystem.Benefit from expert guidance, a supportive community, and a clear career roadmap. A lot can change in 90 days, get started today!Support the showIf you want to get in touch with me, you can message me here on Linkedin.Thanks for listening

In the latest podcast episode (#120), we explore how replacing static web forms with an interactive bot Contact Us form can transform consumer engagement and streamline contact center operations. My colleague, @john Calhoun, Consumer Services Manager, at @McKee Foods Corp is here to help me with this topic.

STOP Training. Ensuring your call center supervisors have the skills needed to optimize operational efficiencies requires more than old-fashioned training methods. Call Center Coach In Greensboro, NC specializes in the AI-powered Leadership Execution as a Service (LEaaS) modern call centers need. Learn more at https://callcentercoach.com Call Center Coach City: Greensboro Address: 25 Stonecreek Ct. Website: https://callcentercoach.com/

In 2025, we anticipate the continued enterprise migration to Contact Center as a Service (“CCaaS”) solutions. Customers are facing the difficulty of keeping good contact center agents, the end-of-life status of existing equipment and software, and the shift by providers from on-prem to cloud-based offerings with effective AI use cases.  In this 8-minute episode of Staying Connected, Julie Gardner of TC2 and Laura McDonald of LB3 join Tony Mangino to discuss the state of the CCaaS market, and how savvy customers are utilizing RFPs and pilots to select best in class solutions that align with business and technical requirements. If you would like to learn more about our experience in this space, please visit our Technology Consulting & Strategy Development Services and Strategic Sourcing webpages. ·         Follow us on LinkedIn: LB3 & TC2

This week, I continue my deep dive into “knowledge in the contact center”—but this time, we're exploring a crucial aspect: Knowledge Operations.  Joining me for the 2nd episode (#119) in this series is my colleague @Greg DeVore, co-founder of @ScreenSteps, who shares his expertise on how we can rethink training and knowledge transfer for contact center agents.

In this episode, Troy Shaffer, VP of Contact Center Operations at SCAN Health Plan, discusses the evolving healthcare landscape. He shares insights on leveraging technology for member engagement, balancing investments, and maintaining a personalized service approach while driving operational efficiency.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #257, we welcomed Tony Lama, SVP & GM of Product at Avaya based in Morristown, New Jersey. Avaya gives their customers the freedom to take their business in the directions that benefit them most. They provide the paths for both customers and their employees where every moment big and small can drive in the moment, memorable experiences.In his role as SVP & GM of Product at Avaya, Tony has spent 25 years training, testing, deploying, supporting, evangelizing, selling, and successfully launching new customer engagement solutions to markets across the globe. Tony has served in the trenches and is passionate about the humans he leads and has been focused on supporting them on their personal and professional journeys. In this episode, Tony and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Avaya think through on a daily basis to build world class customer experiences.**Episode #257 Highlight Reel:**1. Blending experience vets with new product teammates to drive innovation 2. Building a "Voice of Builder" program into your business  3. Bringing a "start-up" mentality into a big enterprise business  4. Empowering your front line staff to create amazing customer experiences  5. Boiling your product portfolio down to the golden core tools Click here to learn more about Tony LamaClick here to learn more about AvayaHuge thanks to Tony for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.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!!

When was the last time you used the term "ROI" at work? One hour ago? One month? Never? If you're leading or want to lead in a contact center, understanding and using ROI should be second nature. In the high-pressure world of contact centers, every decision—whether about staffing, technology, or training—impacts the bottom line. Leaders who fail to measure success in terms of return on investment struggle to justify initiatives, optimize costs, and gain executive buy-in. If you want to stand out and advance your career, you must think like a business owner and master ROI. Learn how to frame your ideas and initiatives in terms of ROI to gain leadership support. Discover why cost-cutting isn't about squeezing employees but about smarter, more efficient operations. Get practical, real-world strategies to balance engagement, efficiency, and profit while improving customer experience.

Cloud Connections 2025 Preview: BroadSource's SecurePII Takes Center Stage March 2025 – Technology Reseller News – BroadSource has officially launched SecurePII, a cutting-edge real-time redaction platform designed to protect Personally Identifiable Information (PII) in telecommunications networks. In a special Cloud Communications Alliance (CCA) podcast, Haydn Faltyn and Bill Placke from BroadSource joined Doug Green to discuss the technology, its market impact, and why service providers should take notice. The Growing Need for Real-Time PII Protection BroadSource has long been a leader in delivering technology solutions to cloud communications providers. With SecurePII, they are addressing a critical issue in telecommunications: how to protect PII that traverses carrier networks. The demand for real-time data redaction has surged due to increasing regulatory requirements, including CCPA, GDPR, HIPAA, and the evolving PCI DSS 4.0 standard. Faltyn explains: “We launched SecureCall as a PCI-compliant platform for credit card redaction last year. But service providers and enterprises alike need more—protection beyond just payment information. SecurePII extends our technology to safeguard all forms of personal data in voice communications.” Shifting the Compliance Conversation Placke highlights the legal and compliance challenges that enterprises face, as regulators worldwide introduce stricter measures around data privacy. “Legal teams are often forced to say ‘no' to new initiatives because of concerns over PII exposure. SecurePII flips the script—by redacting sensitive data in real time, businesses can fully leverage AI, analytics, and automation without compliance roadblocks.” A Game Changer for AI-Driven Business Communications The rise of AI and large language models (LLMs) has created a data dilemma for enterprises: how can they safely utilize voice data for AI applications, customer analytics, and automation without violating data privacy laws? With SecurePII, BroadSource provides a solution that allows organizations to extract value from their data without storing or processing sensitive customer information. By removing PII in real-time, businesses can: Enhance AI training models without compliance risks Increase customer trust by ensuring privacy protection Reduce operational risks and costs associated with data breaches and regulatory fines Impact on Contact Centers and CX A core use case for SecurePII is contact centers, where credit card details, account numbers, and personal information are frequently exchanged over voice channels. The platform ensures: Seamless transactions without the risk of human agents being exposed to sensitive data A frictionless customer experience that retains the personal touch while safeguarding information Higher revenue retention—BroadSource has observed a 9% increase in revenue when businesses implement SecurePII in customer interactions BroadSource's SecurePII Roadmap and Upcoming Events The launch of SecurePII marks a new strategic direction for BroadSource, emphasizing data security as a core value for service providers. Faltyn and Placke will be presenting SecurePII at: Cavell's Summit Europe 2025 – A premier event for cloud communications leaders Cloud Connections 2025 (CCA Conference, St. Petersburg, FL) – Where BroadSource will showcase SecurePII's capabilities to global service providers Where to Learn More SecurePII is now live, and service providers can integrate it into their networks today. BroadSource has also launched a dedicated website for SecurePII, providing resources, case studies, and implementation details. Visit: www.securepii.cloud BroadSource's mission is clear—to empower service providers with the tools to protect their networks, comply with global regulations, and enable the future of AI-driven business communications. With SecurePII,

Marc Bernstein speaks with Alex Levin, Founder & CEO of Regal.ai, about how AI is reshaping contact centers. They explore why AI agents are now the cheapest, most effective way to handle interactions, the barriers to full AI adoption, and when we'll see 90% AI-powered contact centers. Looking ahead, they predict a future where AI removes friction from customer service, making great experiences effortless.Timestamps:00:00 Introduction00:58 Founding Regal.ai07:00 Valuable & Cost Effective10:54 AI Agent Barriers13:45 Technology vs. People16:20 AI Agent Process21:00 Future of AI Intelligence26:17 Regal.ai in 1 Year31:44 Companies Who Are Ready33:26 AI in 3 Years

What's the one thing that could transform your leadership, career, and personal relationships—without costing you a dime? In this episode, I reflect on the life of my late father, an extraordinary giver, and explore what it truly means to be a giver in both life and leadership. Whether it's your time, wisdom, or support, giving can shape your legacy and elevate those around you. But how do you cultivate the right mindset to be a giver? Discover the four essential attributes of a true giver and how they can change your career and relationships. Learn how generosity and empathy can make you a more effective leader in the workplace. Find out why being intentional about giving can create a lasting impact on those around you.

Audrey William is Principal Advisor at Ecosystm. She is based between Sydney, Australia and Singapore. Audrey has several areas of research focus, including  the Future of Work, Unified Communications, Video and Collaboration, Contact Center, CX, Outsourcing and Conversational AI. Mark Hillary called Audrey to talk about AI in CX - in particular what is happening on the ground in pilots, which are the main tech vendors to watch, and what are the difficulties or blockers that some companies are experiencing - it's not always out-of-the-box! https://www.linkedin.com/in/audrey-william-3a4a04/ https://www.ecosystm.io/

Outsourcing podcast Get the full show notes for this outsourcing podcast here: outsourceaccelerator.cm/528   Callnovo In this episode of the Outsource Accelerator Podcast, Derek is joined by Jackie Xu, CEO and Founder of Callnovo.  Callnovo is celebrating its 20th year in business as one of the most prominent multilingual contact centers worldwide.  The two discuss Callnovo's history, its different operations, and how the firm welcomes the new AI revolution.    References: Website: https://callnovo.com/ Email: info@callnovo.com   Start Outsourcing Outsource Accelerator can help you transform your business with outsourcing. Get in touch now, or use one of the resources below.   Business Process Outsourcing Get a Free Quote - Connect with 3 verified outsourcing experts & see how outsourcing can transform your business Book a Discovery Call - See how Outsource Accelerator can help you enhance your company's innovation and growth with outsourcing The Top 40 BPOs - We have compiled this review of the most notable 40 Business Process Outsourcing companies in the Philippines Outsourcing Calculator - This tool provides you with invaluable insight into the potential savings outsourcing can do for your business Outsourcing Salary Guide - Access the comprehensive guide to payroll salary compensation, benefits, and allowances in the Philippines Outsourcing Accelerator Podcast - Subscribe and listen to the world's leading outsourcing podcast, hosted by Derek Gallimore Payoneer - The leading global B2B payment solution for the outsourcing industry   About Outsource Accelerator Outsource Accelerator is the world's leading outsourcing marketplace and advisory. We offer the full spectrum of services, from light advisory and vendor brokerage, though to full implementation and fully-managed solutions. We service companies of all sectors, and all sizes, spanning all departmental verticals. Outsource Accelerator's unique approach to outsourcing enables our clients to build the best teams, access the most flexible solutions, and generate the best results possible. Our unrivaled sector knowledge and market reach mean that you get the best terms and results possible, at the best ALL-IN market-leading price - guaranteed.

Send us a textTraditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for decades. But as AI transforms how we serve customers, through virtual agents, agent assistance tools, auto-quality assurance, and intelligent summarization, yesterday's KPIs are no longer enough.In this groundbreaking episode, we explore the new measurement framework required for AI-powered contact centers. We'll dissect traditional metrics, introduce essential new KPIs for measuring AI effectiveness, and provide a practical roadmap for evolving your measurement approach.Whether you're just beginning your AI journey or already operating a sophisticated digital-first contact center, this episode delivers actionable insights on:Virtual agent performance metrics beyond simple containmentMeasuring effective human-AI collaborationTracking the complete customer journey across AI and human touchpointsCalculating the true ROI of your AI investmentsJoin me as we redefine what success looks like in the age of AI-powered customer experience. Discover exceptional, AI-driven contact center outsourcing with Expivia. Visit expiviausa.com or message me in Linkedin at: https://www.linkedin.com/in/tlairdexpivia/Follow 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

Combining customer service and A.I. is something Five9 (FIVN) does to improve customer relations and help companies drive profits higher. CEO Mike Burkland says his company saw success of that in its latest earnings. He joins Caroline Woods to discuss the numbers and talk about the ways Five9 uses A.I. technology in its services.======== Schwab Network ========Empowering every investor and trader, every market day.Subscribe to the Market Minute newsletter - https://schwabnetwork.com/subscribeDownload the iOS app - https://apps.apple.com/us/app/schwab-network/id1460719185Download the Amazon Fire Tv App - https://www.amazon.com/TD-Ameritrade-Network/dp/B07KRD76C7Watch on Sling - https://watch.sling.com/1/asset/191928615bd8d47686f94682aefaa007/watchWatch on Vizio - https://www.vizio.com/en/watchfreeplus-exploreWatch on DistroTV - https://www.distro.tv/live/schwab-network/Follow us on X – https://twitter.com/schwabnetworkFollow us on Facebook – https://www.facebook.com/schwabnetworkFollow us on LinkedIn - https://www.linkedin.com/company/schwab-network/About Schwab Network - https://schwabnetwork.com/about

Today's podcast is with Suvi Lindfors, Strategic Business Development, Netigate. Suvi joins me today to talk about why she thinks the contact center is becoming one of the most valuable sources of insight in any organisation, how many brands are actually leveraging these insights, what needs to happen to facilitate this journey in terms of strategy, people, process and technology, what sort of impact will this have on customer centricity and how we are likely to see the contact center emerge as a data and analytics service provider within organisations. This interview follows on from my recent interview – Life Lessons I Learned From Being A Line Cook – Interview with Ari Weinzweig – and is number 532 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today's episode is sponsored by Qualtrics, ahead of X4 2025: The Experience Management Summit, which is taking place in Salt Lake City on March 18th-20th. It's set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #255, we welcomed Tim Houlne, CEO at Humach based in Frisco, TX. Humach combines the strengths of both humans and machines to deliver exceptional customer experiences.Since first opening their doors in 1988, Humach has been at the forefront of customer experience (CX) innovation, delivering world-class call center solutions that have transformed CX for hundreds of clients worldwide.In this episode, Tim and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Humach think through on a daily basis to build world class customer experiences.**Episode #255 Highlight Reel:**1. How Humach has been leveraging AI in contact centers for the past decade 2. Leveraging custom language models to build effective AI-powered solutions  3. Y-Combinator launched 90 digital voice companies in the last 18 months 4. Baking employee feedback into the culture of your business to drive innovation 5. Building and enriching relationships with your customers as you grow Click here to learn more about Tim HoulneClick here to learn more about HumachHuge thanks to Tim for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience, customer contact & customer support space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.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!!

AI is transforming sales and compliance in contact centers—are you keeping up? In this episode of First Contact: Stories of the Call Center, Nima Hakimi, CEO & Co-Founder of Convoso, breaks down how AI-driven compliance, real-time agent coaching, and smarter tech adoption are reshaping the industry. Discover why most contact centers fail at implementing new technology, how to leverage AI without wasting time and money, and why the future isn't about replacing agents—but making them AI-powered super agents. Stay ahead of compliance challenges, optimize your sales strategy, and future-proof your contact center. Watch now and level up your CX game!

This week on The Modern Customer Podcast, Kimberly Wyman, VP of Customer Support at T-Mobile for Business, shares how operations and customer experience work hand in hand to create a customer-centric culture at scale. With nearly 20 years at T-Mobile—she's seen firsthand how empowered employees and streamlined operations drive exceptional customer service. The conversation explores the balance between CX investments and business impact, the role of AI in enhancing human interactions, and how T-Mobile empowers employees at all levels to take ownership of the customer experience. Listen now for insights on building a scalable, customer-centric culture through smart operations and innovation. Top 5 Takeaways from the Episode

Hey CX Nation,In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin leveraging boutique BPOs as your business grows. Its very common for most Founders or executives to want to hire more full-time staff or add to the team during peak seasons when customer communications, tickets & orders are on the rise. Use this CXWeekly update as a starting point for building out your company's goals around how can begin leveraging BPOs to improve your customer & employee experience.Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks as we start to get crank things up on the content front here at CXC in 2025.Part of our goal for this year is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.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!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.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!!

Is AI truly revolutionizing contact centers, or is it just another buzzword? We've heard that AI will make our operations more “data-driven,” but is that really the game-changer, or have we been missing the bigger picture all along? If you're trying to justify AI in your contact center, you're likely being told it will streamline operations, reduce costs, and improve customer experience. But what if the real power of AI isn't just about automation—but about empowering people with the right data at the right time? In this episode, we cut through the AI hype and break down exactly where AI Quality delivers ROI—without losing sight of the people who make contact centers successful. Learn the four key mindsets required to make AI Quality work for your contact center. Discover the top three financial benefits AI delivers—from cutting post-call wrap-up time to optimizing QA resources. Understand how AI-driven insights create a faster, better, and cheaper approach that improves both agent performance and customer experience.

Send us a textMost QA programs score agents but don't actually develop them—and that's the problem. In this episode, we break down how to move beyond compliance-based QA and use real call insights to coach smarter, faster, and better.You'll learn:✅ Why high QA scores don't always mean high performance✅ How to shift from traditional QA to coaching-driven QA✅ The power of Auto QA tools like OttoQa.com for real-time coaching insights✅ How micro-coaching leads to faster, more effective agent developmentStop grading agents and start developing them. Tune in and discover how to turn QA insights into coaching gold! Discover exceptional, AI-driven contact center outsourcing with Expivia. Visit expiviausa.com or message me in Linkedin at: https://www.linkedin.com/in/tlairdexpivia/Follow 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

Today's podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention with the help of AI agents and automated personalization. Alex joins me today to talk about the rise of voice AI agents and how they are likely to transform contact centers helping to automate the majority of contact center interactions by 2035, how AI is going to bring back the ability to treat customers like human beings, why the natural home of the contact center is under the CMO and and the intriguing prospect of agents in the contact center becoming very sought after and very highly paid. This interview follows on from my recent interview – The majority of agents don't find AI useful in their daily work – Interview with Martin Teasdale and Ed Creasey – and is number 530 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

This week on The Modern Customer Podcast, speaker, author, and trainer Jeff Toister—creator of The Service Culture Guide and multiple LinkedIn Learning courses on customer service and leadership—shares insights on building a strong service culture. With years of experience studying what makes customer-focused teams thrive, Jeff offers practical strategies to improve service without overwhelming employees. The conversation covers his 5-5-5 training method, a simple yet effective framework that helps teams develop better service skills in just 15 minutes a week. Jeff also explains why clarity is essential to great customer service, how empowering frontline employees can cut escalations by 50%, and what sets top-performing CX organizations apart.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #253, we welcomed Rishi Rana, CEO at Cyara based in Redwood City, CA. Cyara revolutionizes the way businesses transform and optimize their customer experiences. Cyara's AI-based CX Transformation Platform empowers enterprises to deliver flawless interactions across voice, video, digital, and chatbot experiences. With Cyara, businesses improve customer journeys through continuous innovation while reducing cost and minimizing risk. With a 96% customer retention rate and world-class Net Promoter Score (NPS), today's leading global brands trust Cyara every day to deliver customer smiles at scale.In his role as CEO of Cyara, Rishi is dedicated to driving customer-centric innovation, expanding their global reach, and positioning Cyara as a leader of GenAI-powered CX assurance. Rishi has over 25 years of experience in scaling businesses and striving for excellence at every turn. Rishi leverages his love of technology and passion for serving customers and assisting companies along their journey to grow and deliver flawless interactions.In this episode, Rishi and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Cyara think through on a daily basis to build world class customer experiences.**Episode #253 Highlight Reel:**1. Building one of the world's leading AI-Powered CX transformation platforms 2. Why mission & values become strategic anchors for growth & scale 3. 100% focus on accountability while building high performing teams 4. AI is forcing new expectations on resolution times & cost per resolution  5. How the power of focus drives organizational transformation & success  Click here to learn more about Rishi RanaClick here to learn more about CyaraHuge thanks to Rishi for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.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!!

Send us a textIn this thought-provoking episode of Advice from a Call Center Geek, we dive deep into one of the most contested questions in customer service technology:Can artificial intelligence truly demonstrate empathy, and how do we meaningfully measure it? While tech companies tout their AI's emotional intelligence capabilities, we'll cut through the marketing hype to examine what empathy really means in customer interactions.We'll explore practical examples from call centers where AI handles emotionally charged situations, comparing them with human responses to similar scenarios. Through real case studies and expert insights, we'll break down the components of empathy, from emotional recognition to appropriate response selection - and assess how AI systems measure up against these criteria.Rather than accepting the binary "AI can/cannot be empathetic" debate, we'll examine the nuanced reality of how AI systems process and respond to emotional cues. We'll discuss concrete metrics used in call centers to evaluate emotional intelligence, whether applied to human agents or AI systems, and question whether these measurements truly capture the essence of empathy.This episode challenges both AI skeptics and enthusiasts to reconsider their assumptions. For call center leaders and CX professionals, we'll provide actionable frameworks to evaluate AI solutions beyond the buzzwords, helping you make informed decisions about implementing emotionally intelligent automation in your customer service operations. Discover exceptional, AI-driven contact center outsourcing with Expivia. Visit expiviausa.com or message me in Linkedin at: https://www.linkedin.com/in/tlairdexpivia/Follow 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

I'm thrilled to share the latest episode (#113) of the @My Curious Colleague podcast…. Join me for my (5) “Musings” where I look back and reflect forward on consumer engagement..! • The Importance of a Seat at the Table: Why consumer focus is now non-negotiable for brands.• The Rise of New Channels: Exploring the impact of ratings and reviews as the new frontier in consumer engagement.• Trends Tracking: Being aware of the macro and micro trends that could affect your operations in the contact center.• Evolving Reporting Structures: How the reporting landscape has shifted towards a more consumer-centric model.• Consumer Insights: What the future may look like ie more holistic. Tune in for thoughts IMHO may give you something to chew on as you plan your approach to consumer care in 2025!

This week on The Modern Customer Podcast, Gadi Shamia—Co-founder and CEO of Replicant—shares his expertise on building a customer-centric AI strategy that delivers real results. From starting small with AI adoption to automating impactful call flows and scaling strategically, Gadi breaks down the steps leaders can take to unlock efficiency, empower agents, and improve customer experiences. He also highlights how AI is reshaping the contact center workforce, creating a future where agents handle high-value, complex interactions while automation tackles the rest.  Whether you're navigating AI adoption or looking to future-proof your CX strategy, this episode is packed with actionable insights for smarter, faster progress.

Send us a textTired of the AI hype cycle? In this straight-shooting episode, we're diving into what's actually happening with AI in customer experience operations right now. Not what vendors are promising, not what futurists are predicting, but the real deal from someone in the trenches. You'll discover what's genuinely working, what's still smoke and mirrors, and most importantly, how to build your roadmap for 2025. We're unpacking real implementation stories, revealing common pitfalls, and sharing the frameworks you need to evaluate what's right for your organization. Key takeaways: The truth about current AI capabilities in CX (no sugar coating) Which use cases are delivering real value today Critical steps to prepare your team and infrastructure A practical framework for your 2025 planningThe mistakes you can't afford to makeWhether you're just starting your AI journey or trying to optimize your current operations, this episode gives you the unfiltered insights and actionable steps you need to move forward with confidence. Time to cut through the noise and get real about AI in CX. Discover exceptional, AI-driven contact center outsourcing with Expivia. Visit expiviausa.com or message me in Linkedin at: https://www.linkedin.com/in/tlairdexpivia/Follow 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