Shows
The Contact Center GurusModern Knowledge Management: Unlocking Real CX ResultsGuest: Tyler Dixon, SVP of Sales at LiveProHost: Darren Prine — The Contact Center Gurus PodcastConnect with us:Website: https://cloudtechgurus.com/YouTube: The Contact Center Gurus Podcast
Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.
2025-12-0435 min
The Contact Center GurusFuture of Knowledge Management | Martin HobratschkGuest:Martin Hobratschk, CEO of Cognita Knowledge ManagementHost:Darren Prine, Cloud Tech GurusEpisode OverviewKnowledge management is often overlooked — or worse, misunderstood. Many companies think a SharePoint folder or Google Docs library is enough. In reality, these “digital landfills” slow down agents, frustrate customers, and hurt retention.In this episode, Darren speaks with Martin Hobratschk about the state of knowledge management and how it’s evolving with AI. They cover the real symptoms of broken systems, the business value of doing KM right, and practical steps leaders can take to...
2025-08-2827 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
Produced by Darren Prine and the Cloud Tech...
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
Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.
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
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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
Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more i...
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
Produced by Darren Prine and the Clou...
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
Produced by Da...
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
Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insigh...
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
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2021-07-3036 min