Shows
Mint PodcastAI Rising | The Next Big Thing in AI - What India Needs to KnowIn this episode of AI Rising Podcast, we’re joined by Chaitanya Chokkareddy, Chief Technology Officer, Ozonetel Communications, a company at the forefront of AI-driven cloud communication in India. As India catches up in the global AI race, Chaitanya shares how the country can shape its own unique AI narrative—built on innovation, scale, and purpose.We dive into how AI is quietly transforming cloud telephony behind the scenes, how large language models are redefining customer experiences, and what the future holds: big, general-purpose models or focused, industry-specific ones? Chaitanya also talks about Viswam.AI—a community-powered AI project involv...2025-05-1825 min
Two by TwoAirtel fights spammers. And Truecaller's business modelEveryone’s lives would be better if we were rid of spam calls and messages, but we don’t live in that reality. So, most people rely on caller-ID apps or services to save themselves from the ordeal. In September last year, Bharti Airtel launched a spam-fighting network free of cost to all users who have a Volte-enabled smartphone.Airtel says its AI-powered systems come across a call or message that seems sketchy based on call patterns, frequency, duration and other parameters to flag them as ‘suspected scam’.But like any...2025-02-271h 40
Humans of CXTrends and Challenges in E-commerce Customer Experience with Sandeep SachdevaWelcome to this episode of Humans of CX with your host, Garima. Our guest today is Sandeep Sachdeva, Head of Customer and Seller Experience at Snapdeal. Join us as we delve into the world of customer experience. Discover Sandeep's journey and insights as the Head of Customer Experience at Snapdeal. Learn about the skills needed for a successful career in customer service, the importance of employee empowerment, and Snapdeal's focus on customer delight. Explore the challenges of fragmented customer interactions and the future of AI-powered customer service. Sandeep is an e-commerce enthusiast with 20 years of experience in category m...2024-07-1521 min
Humans of CXBeyond Last-Mile Delivery: The Future of CX in E-commerce with Shilpa GuptaIn this episode of the Humans of CX podcast, Garima is joined by Shilpa Gupta, Chief Supply Chain Officer and Head of Customer Experience at HomeLane, India’s premier end-to-end home interiors platform, which delivers chosen home interiors within 45 days. Together, they explore the growing importance of CX, from the communication challenges of last-mile delivery to the importance of trust, transparency, and predictability in customer delight. Discover how technology and human empathy intersect to create seamless experiences and gain insights into the future trends shaping the eCommerce industry.Shilpa Gupta is the Chief Supply Chain Officer and Head of...2024-06-1428 min
Humans of CXImproving Customer Interactions through Conversational Continuity with Mithila MahajanIn this episode of the Humans of CX podcast, Garima is joined by Mithila Mahajan, the Global Head of Customer Experience at BDx Data Centers, a global data center platform offering secure, scalable, and sustainable digital solutions and infrastructure. Join them as they discuss customers' evolving expectations, the role of empathy, and the core values of customer-centricity. Learn about the latest trends in CX technology and how it enhances overall customer satisfaction. Discover the measures taken by BDx to improve customer experience and gain insights from Mithila's experiences in the field. This engaging conversation will l...2024-05-0346 min
Humans of CXThe Importance of Delivering Predictable & Efficient CX with Manish NachnaniIn this episode of the Humans of CX podcast, Garima is joined by Manish Nachnani, the Head of Customer Experience at Zuno General Insurance, one of the most trusted Insurance providers in India. Join them as they discuss the importance of customer experience in the insurance industry. They explore topics such as seamless services, trust-building, personalization, and the challenges of implementing customer experience initiatives. Manish emphasizes the need for simplicity and predictability in customer experience while also highlighting the value of respecting and valuing customers. Manish is a big fan of Ron Johnson, the head of customer experience a...2024-04-1549 min
Humans of CXAchieving CX Excellence: An Ongoing Journey with Ankur AgrawalThis week we’re joined by CX Expert Ankur Agrawal, former SVP and Head of Customer Experience at Paytm, Ola, MakeMyTrip and Snapdeal. He shares his insights on the importance of understanding customer expectations, analyzing feedback, and combining it with data to enhance the overall experience. Ankur also delves into the impact of AI on contact centers and the role they play as treasure troves of customer conversations. Don't miss this engaging conversation to enhance your own customer experience journey.Ankur is a senior executive with experience in leading large and distributed teams across business verticals like product management, tec...2024-03-1330 min
Humans of CXThe Wakefit Way of Growth with Rachit SaranIn this episode of the Humans of CX podcast, Garima is joined by Rachit Saran, VP of Customer Experience at Wakefit, a furniture company based in Bengaluru, Karnataka. Together, they discuss Wakefit’s three pillars of growth and success, why enhancing employee experience leads to improved customer satisfaction, the company's vision for the future, and how they are using AI and automation to enhance the customer experience.In his role, Rachit stands at the forefront of revolutionizing the sleep industry, reshaping both sleep products and the sleeping habits of Indians. He possesses expertise in team management, furniture design, an...2024-02-2236 min
Humans of CXFrom Gen Alpha to Gen Z: How to Tailor Your CX to Different Generations with Tanish MathurIn this episode of the Humans of CX podcast, Garima is joined by Tanish Mathur. Join them as they discuss the importance of customer experience in the banking and finance industry. They delve into the role of AI, security measures, and global banking, and the impact of events like the pandemic. Discover how technology can enhance the customer experience while maintaining a human touch. Tanish is a Strategic Change Leader who leverages the power of human performance and organizational design to increase profitability and market penetration. He has experience building business cases through solid business analysis and delivering b...2024-01-3038 min
Humans of CXBalancing Technology and Empathy with Arvind SinghIn this episode of the Humans of CX podcast, Garima is joined by Arvind Singh, Chief Technology and Product Officer and EVP of IT at Puravankara, a leading real estate developer. Together, they discuss where customer experience falls in the real estate sector, highlighting the need to place customers at the center of all operations, the importance of balancing empathy and technology, and strategies for meeting customers where they are to ensure a seamless experience.Arvind has over 24 years of experience as an IT professional and passionate leader. He is the current Chief Technology and Product Officer and...2023-12-1320 min
Humans of CXCX Strategies that Transform Businesses with Suraj ShettyIn this episode of the Humans of CX podcast, Garima is joined by Suraj Shetty, Head of Customer Experience and Learning & Development at both Kissht and Ring, two businesses focused on quality customer service. Together, they delve into how brands should respond to customer outrage on social media; how working in CX can sometimes affect mental health, and the best ways to respond to it; and how remote working changed the CX landscape forever.Suraj previously held several leadership roles in finance, operations, marketing, technology, and automation. He was the Product Head of Asit C. Mehta Investment Intermediates...2023-11-2945 min
Humans of CXEmpathy for the Frontline with Matt DaleIn this episode, Garima is joined by Matt Dale, Founder of Moxie CX, a CX consulting firm helping businesses improve their customer experience efforts through several offerings, including customer journey mapping, leadership coaching, renewal forecasting. Prior to this he was the Vice President of Customer Support at Renaissance Learning having held the position at Illuminate Education before it was acquired by Renaissance.Together, they discuss the importance of empathy towards frontline CX agents, and how that can help in bridging the gap between top management and the customer’s experience; navigating difficult decisions by focusing on what is urgent an...2023-08-2451 min
Humans of CXHave You Made a Customer for Life? With April OberstellerIn this episode, Garima is joined by April Obersteller, VP of Global Experience at woom, a sports goods manufacturing company that focuses on designing high-quality, lightweight bikes for children of all ages. Prior to this, she was the Senior Manager of Customer Experience at YETI Coolers and the National Sales Manager at Green Goo.Together, they discuss whether or not the customer is always right, why you need to protect your employees’ mental health, how that directly correlates to the customer’s experience, and why she is so fascinated with not just the customer’s journey but their journe...2023-07-1735 min
Humans of CXCustomers Want to Talk to You, Not a Chatbot with Adrian SwinscoeIn this episode, we’re joined by Adrian Swinscoe of Punk CX, a podcast about all things customer service, experience, engagement, and the employee’s experience. He is a Forbes contributor with a multitude of articles under his belt and is also a member of the European Customer Service Organisation (ECXO). With over twenty-five years of experience, he strives to help companies deliver better customer service and experience in any industry! He is an undisputed expert in her field.They discuss why Adrian likes and writes about CX, why customer service really isn’t all that complicated, even for th...2023-06-2335 min
Humans of CXThe Rise in Customer Expectations with Mike AokiIn this episode, Todd is joined by Mike Aoki, President of Reflective Keynotes, a Canadian training company that helps contact centers improve their sales and customer experience results. Prior to this, he was the manager for continuous learning at Telus and was chosen by ICMI.com as one of the "Top 25 Thought Leaders for 2021”. With over twenty years of experience, he’s proven himself to be an expert on customer experience and retention.They discuss why the employee experience is just as important as the customer experience, what it takes to be a seasoned expert in CX retention, and...2023-05-2922 min
SaaSBoomiThe journey of Ahmedabad's SaaS duo | Founder's Deep Dive E20 | SaaSBoomi PodcastSuresh Sambandam, CEO of KissFlow has a virtual sit down with not one but two co-founders, who also happen to be a married couple. Besides finding out about how they set out on founding their respective companies, Suresh also explores their unique working dynamics and relationship, the ups and downs of doing business together, the pros and cons of operating out of a Tier 2 city and of course their secrets to building a successful business model with CallHippo and SoftwareSuggest. Enjoy this first of its kind episode!Key Takeaways5:13 - CallHippo business model7:10...2023-05-101h 05
Humans of CXBridging the Gap Between Customers and Employees with Katie StablerIn this episode, Todd is joined by Katie Stabler, Founder and Director of Customer Experience at CULTIVATE, a global customer experience (CX) consultancy focused on helping organizations achieve their goals through implementing personalized customer experience strategies. She is also a CX consultant at EvaluAgent, Fujitsu, and JT Group Limited and has a phenomenal understanding of behavioral psychology!They discuss how to bridge the gap between customers and employees; what it means to be a ‘comfortable disruptor of the status quo’; the current 2023 trajectory of CX; and how the study of psychology can really benefit your customer experience skill set...2023-05-0220 min
Humans of CXThe Power of Prioritizing Customer Success with Alex FarmerIn this episode, Todd is joined by Alex Farmer, Chief Customer Officer at Nezasa, an industry-leading software provider to travel brands for automated trip planning and optimization. With more than seven years of experience in customer service and satisfaction, Alex is still looking for ways to improve and optimize customer success in business. They discuss the obviousness of "customer success excellence" and why businesses aren’t prioritizing it as much as they should. Alex also discusses the striking similarities between customer success and customer experience; the consequences of not focusing on customer success; how to be the hero for...2023-04-1727 min
Humans of CXCreating Meaningful Experiences in Sales with Ronnell RichardsRonnell, author of Shut The Hell Up And Sell, joins Todd to discuss the importance of creating meaningful experiences for partners in sales. Ronnell has been in the sales industry for 21 years, and now endeavors to help companies amplify their brands through his business and bourbon platform. In this episode, Ronnell discusses the importance of customer experience in sales (particularly for startups and growing companies), as well as some key pointers for building a customer-centric culture from the ground up. They also discuss Ronnell's free course, Advanced Sales Tactics, which is targeted at sellers looking to take their sales p...2023-03-2936 min
Humans of CXConceptualizing CX to Maximize Customer Loyalty with Dan GingissDan Gingiss, CEO of the Experience Maker, joins Todd in this episode. Together they talk about optimizing customer experience (CX), misconceptions regarding CX, and the relationship between customer and employee experiences.Episode resourcesDan's LinkedInExperience Maker WebsiteHumans of CXIf you enjoyed this episode, then please either:Subscribe, rate, and review on Apple PodcastsFollow on SpotifyInstructions on how to rate and review the show can be found hereHumans of CX is handcrafted by our friends over at: fame.so2023-03-1328 min
Humans of CXUnlocking the Power of Customer Experience with Joey ColemanTodd is joined in this episode by Joey Coleman, Founder and Chief Experience Composer at Design Symphony, a customer experience branding firm specializing in creating unique, attention-grabbing customer experiences. His company helps build a remarkable customer experience and figure out ways to deliver that experience consistently. They discuss the importance of customer experience in improving organizational morale and the bottom line. They explore the difference between customer service and customer experience, changing customer landscape in a B2B environment, employee engagement strategies, millennial expectations from employers, and how technology can create a more seamless interaction with customers.2023-02-2739 min
Humans of CXThe Transformative Power of Customer Feedback with Jenny DempseyIn this episode, Todd is joined by Jenny Dempsey, Consumer Experience Manager at Apeel Sciences - a company based in Goleta, California who produce Apeel. Apeel is an edible plant-based coating that prevents fruits and vegetables from drying out and decaying, in turn, reducing food waste. With almost two decades of customer experience, Jenny is the brand's advocate who listens, educates, and builds connections with customers. Todd and Jenny discuss the importance of listening to customers and how to incorporate their feedback into a company's overall strategy. They provide valuable industry insights into different feedback methods, feedback funnels, cu...2022-12-2728 min
Humans of CXUnlocking Agent Happiness for CX Success with Tue SøttrupIn this episode, Todd is joined by Tue Søttrup, Vice President, Customer Excellence at Dixa, a customer service platform based in Copenhagen, Denmark, which now has offices in London, Berlin, Lyon, Chicago, and Melbourne. With over twenty years of experience in customer services, Tue is striving to improve customer experience by optimizing agent happiness. They discuss the role agents play in improving the customers' experience and why providing a conducive environment for the agents to work is important. They further elaborate on the importance of agent happiness in customer service and how it can lead to happy cu...2022-12-1325 min
Humans of CXStorytelling for CX with Ravi RajaniRavi Rajani, the founder of Ravi Rajani Consulting, joins Todd in this episode. They talk about how stories can be used to improve the customer experience, common myths about storytelling, and how to create compelling sales content.Humans of CX is handcrafted by our friends over at: fame.so2022-11-2934 min
Humans of CXHow to Create a Frictionless Customer Experience with Shep HykenTodd is joined in this episode by Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC. He works with companies and organizations that want to create amazing customer service experiences for their customers and employees. They delve into how to create a frictionless customer experience, the concept of amazement, and Customer experience KPIs every company must measure.Humans of CX is handcrafted by our friends over at: fame.so2022-11-1534 min
Humans of CXOutsource Your Call Center Operations to Grow Your Business with Neal TopfTodd is joined in this episode by Neal Topf, President of Callzilla, a full-service outsourcing contact center and business process outsourcing company with headquarters in Miramar, Florida. It helps leading brands acquire and care for English-speaking and Spanish-speaking customers. They discuss employee experiences, customer perception, and how outsourcing your call center operations impact CX.Humans of CX is handcrafted by our friends over at: fame.so2022-11-0829 min
Humans of CXCustomer Understanding: The Cornerstone of a Customer-Centric Organization with Annette FranzIn this episode, Todd is joined by Annette Franz, CEO at CX Journey Inc., a customer experience strategy consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy. They discuss how culture shapes the customer experience, customer understanding, and what part employee experience plays in creating the best CX. Humans of CX is handcrafted by our friends over at: fame.so2022-11-0124 min
Humans of CXHow to Create a Positive Customer Experience with Nate BrownIn this episode, Todd is joined by Nate Brown, Co-founder of CX Accelerator and Senior Director of Arise Virtual Solutions. CX Accelerator is a non-profit community that equips, encourages, and connects Customer Experience professionals at every stage in their journey. Arise Virtual Solutions has created a disruptive technology platform that connects the world's biggest brands with a previously untapped network of small business owners and their agents. They delve into the evolution of customer experience, the place of BPOs in delivering the best experiences, and how a positive customer experience generates loyalty. Humans of CX...2022-10-2021 min
Founder ThesisHow to Compete With SaaS Giants & Win | Murthy Chintalapati (Ozonetel)"You need to find out what the pain areas are and what customers are excited about."This simple yet profound insight from Murthy Chintalapati is the cornerstone of his multi-decade journey as a serial entrepreneur. In this episode, he explains how this relentless focus on solving real customer problems—not just building exciting tech—allowed him to identify a massive gap in the market and build Ozonetel, India’s first cloud telephony company.About the GuestMurthy Chintalapati is a serial entrepreneur with over 25 years of experience building deep-tech companies. After the successful acquis...2022-09-1944 min
The Contact Center GurusCustomer Success Myth Buster – Separating Fake News from RealityWhile the book(s) on Customer Success were already written years ago, embracing Customer Success is still a challenge for many CEO’s and CSL’s. In a sea of opinions, it is easy to follow those who tell you what you like to hear and call uncomfortable messages Fake News. Follow the lead of the Usain Bolt’s and Tom Brady’s in Customer Success and learn a handful of strategies to achieve 28% higher Net Revenue retention. #Balto #SupportLogic #Ozonetel #CloudTechGurus
2022-05-2528 min
The Contact Center GurusHow Do You Fix a Fast Moving TrainAbout Vicki BrackettRecognized as a subject-matter operations expert on virtual/work-at-home environments and leadership development, Vicki Brackett has written for and been interviewed by Forbes, Fast Company, Fortune Magazine, CFO Magazine, CEOWorld, HR News, Woman Diversity, Training Magazine, ICMI, Contact Center Pipeline and a host of other publications, news outlets and podcasts on creative work-at-home, leadership and employee engagement strategies.Vicki is the author of ‘The Leadership Toolbox - Manage Less Achieve More,’ a book about her experience leading contact center organizations from 200 to 2000+ people across industries ranging from consumer technology, education, automotive, cosmetics, nutr...2022-05-2552 min
The Contact Center GurusInnovations Driving The Contact CenterThings you will learn in this episode:Advantages of cloud contact centersHow to track agent productivity.New innovations in contact center space.How AI can be integrated into the contact center space.How contact centers are moving towards conversations.Episode Sponsors www.supportlogic.io www.balto.ai/guru www.ozonetel.com www.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
2022-02-1542 min
The Contact Center GurusCultural and Employee EngagementHear how a national non-profit organization nearly doubled their internal NPS employee satisfaction score by using proven tools and concepts to address and improve their agency's culture and by using technology to assist in employee engagement in a nearly 100% remote working environment.Short list of how we live our culture of KCAs (Key Cultural Attributes)President’s Council focus on Culture (detail below), which includes both front-line staff and leadersA Culture TurnedKCAsKCA focused company-wide eventsUpcoming in January: KCA training for leadersHurricane Ida $26k dollarsKaren Soileau Scholarship FundStrategic Goal is to invest in our employeesHiring of SVP of...2022-02-1527 min
The Contact Center GurusThe Great Resignation: How we can leverage AI & Gig WorkersIn This episode you will learn how the Great Resignation is effecting many companies around the world and what are some things we can do to ease the squeeze.Learn about new AI Technology TrendsLearn about the importance of Gig Workers.Learn about working with Alex and Aarde to Level Up Your Customer Experience Technology Stack.And More.Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
2022-01-1440 min
The Contact Center GurusReady or Not, Here Comes The CloudIn this episode, you will learn how the Pandemic has significantly accelerated the movement from premises to cloud deployments for CX, as well as tactful strategies and approaches to migrating.* Enterprise Cloud Adoption* Embrace vs Stay the Path* Care is the New Sales* What the Cloud Delivers Today* And MoreYou can reach Lance at: Lance.Fried@Thrio.comThrio’s groundbreaking CCaaS platform features robotic process automation, inbound and outbound voice engines, a complete suite of digital channels (email, chat, SMS, social), and a ran...2022-01-1452 min
The Contact Center GurusWhy You Should Stop Shopping for AIIn this episode you will learn how to explain AI in simple business terms to your leadership; why this category of technology is so exciting and deserves all the attention it is getting right now; and why you and your leadership should stop "shopping for AI" solutions or saying "we already have an AI solution". You will learn smart questions to ask AI solution vendors and how to define an initial use case that will produce business value. You will learn how to tell the difference between "real" AI technology that is relevant to you an...2022-01-1434 min
The Contact Center GurusMentorship: Understanding and developing the next generation of Customer Success LeadersIn this podcast you’ll hear about motivations for up and coming CS leaders, the support, structure and touchpoints needed to help them develop and some of the projects that they can look to co-own as part of their development.You can reach Eddie on Linkedin Here: https://www.linkedin.com/in/eddie-christian/ Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
2021-11-1923 min
The Contact Center GurusReducing Turnaround Time To Train Agents With MicroLearningIn this session you will learn ways to create micro learnings in order to train agents on a short program, new process, or a new line in a cost-effective manner and at the same time check for understanding.What is microlearning?How do you create microlearning courses?Is microlearning for everyone?You can reach Mark on Linkedin here: https://www.linkedin.com/in/marknick/ Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com ...2021-11-1829 min
The Contact Center GurusWhy Customer Support is No Longer the Red-Headed StepchildSummary of what you will learn:How to Transform your Support Team to becoming more Proactive and EngagedWhat are some tools being used to Elevate your Support Team to the Next LevelMoving from a Cost Center to a Revenue Generating Center You can reach Emre via Linkedin here: https://www.linkedin.com/in/emretekoglu/ Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA...2021-11-1728 min
The Contact Center GurusAI Adoption StudyThe results from the survey will help companies cut through the noise and understand industry best practices. In addition, it will help executives understand:-How they stack up to their peers-Why companies have and haven't adopted AI-What were the results by those who have adopted AI-Cost/benefit data Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM...2021-10-1037 min
The Contact Center GurusWork From Home - The New OfficeIn This Episode You Will Learn:The New Working From Home Dynamics.How it allows you to hire the best and how to keep everyone feeling like part of a team.How Workforce Engagement Management Tools are a Must HaveKeeping Employees Morale UpAnd More....Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
2021-10-1030 min
The Contact Center GurusWhy Contact Center Tech won't save you from Needing Salespeople on the Phones Today's Episode, you will learn about:- Why your potential customers still want to talk to a salesperson (even though its "dangerous")- Priorities for ensuring your team fundamentally succeeds - When to start thinking about adding technology to scale your sales operation Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
2021-10-1048 min
The Contact Center GurusWhy 79% of Your Team Managers are Poor Coaches and What to Do About ItWhat You Will Learn:Why coaching is critical to contact center success.How our evolution as hunter-gathers is preventing your team managers from coaching well.What skills your team managers must develop to coach effectively.What a cohesive coaching system looks like.Why measuring coaching activity and quality is the key to success. Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
2021-10-1038 min
The Contact Center GurusHow is AI-Powered Speech Analytics transforming Contact Center PerformanceHow is AI-Powered Speech Analytics transforming Contact Center PerformanceWhat drives changes in CX? What are the most important metrics when it comes to CX? How to combine the power of AI-powered speech analytics and human intelligence to drive better CX and employee performance? Get insights into all these questions in the Podcast. If you can effectively use human intelligence and artificial intelligence, then you can increase customer retention and improve customer experience. Learn more on this from Etech experts. Episode Sponsorswww.supportlogic.iowww.balto.ai/guru...2021-09-1349 min
The Contact Center GurusCustomer Support Sucks....But Does It Have To?In this episode you will learn about a New Support Experience Platform called, Supportlogic.A better way to Predict and Prevent Customer Escalations.Turn your Reactive Customer Support Center into a Proactive One.Getting better Customer Satisfaction with Sentiment and NLP as opposed to Customer Surveys.And MoreYou can reach John at: john@supportlogic.io www.supportlogic.io SupportLogic uniquely addresses the critical business issues of customer escalations and case backlog, allowing our customers to get in front of their business. The impact is immediate and measurable, directly impacting retention (churn), CSAT sc...2021-09-1339 min
The Contact Center GurusArtificial Friction & EmpathyHow to maximize deflection while maximizing efficiencies in interactions without creating Artificial Friction. We will discuss how the advent of AI has created new challenges in the Customer Interaction space. Why does decision making with Empathy impact the bottom line. Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
2021-08-2553 min
The Contact Center GurusIntro to Artificial Intelligence in the Contact CenterEvery contact center leader knows they need an AI strategy, but what exactly are the benefits? AI promises reduced costs, better efficiencies, and a deeper understanding of customer experience if implemented correctly. The question then becomes where to start? How can individuals look into their current contact center and identify which KPI’s they should focus on, how to select a vendor, and how to rally internal teams on this new strategy? Equally important, how do contact center leaders learn to identify what’s real and what’s just hype when it comes to AI, and how do they avoid...2021-08-1855 min
The Contact Center GurusLean Techniques in the Contact CenterPaul has a BS in Engineering from the United States Military Academy at West Point and an MBA in Finance from Boston University. Paul's work experience begins as a paratrooper and Infantry officer. After grad school he moved into corporate finance. From a finance role he transitioned into field service engineering operations where he built and operated such organizations. After consulting for a while he yearned for a leadership role again and moved into customer service support and technical support where I have been for the last 15 years.What you will learn today:What is...2021-08-1225 min
The Contact Center GurusEngaging Contract to Hire Staff in a Tough Contact Center Labor MarketThe Phoenix Contact Center market is highly saturated, and post pandemic, it’s like the Wild, Wild, West. There are so many factors outside of our control, it can be disorienting. What can you control and what are the best decisions under the circumstances?Recruiter orientationWages and/or IncentivesSurveys and feedbackCommunication and ConnectionDebate on when to convertMicro promotionsEpisode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
2021-07-3036 min
The Contact Center GurusA Better Way To Source New Contact Center TechnologyIn this episode we learned:Who are the Cloud Tech Gurus?What Services Do They Provide?Old Ways of Sourcing New Technology for Contact Centers.New and Modern Ways to Source New Technology for Contact Centers.You can reach the team at: info@cloudtechgurus.comEpisode Sponsors:www.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
2021-07-1741 min